Summary
In this module, you learned about the Dynamics 365 Contact Center and its various features. The Contact Center admin center app is pre-installed on all Contact Center instances. You can use this app to set up features, such as unified routing, knowledge articles, channels, voice, and customer service representative experience profiles. The module also covered the two Power Automate solutions from Contact Center that allow for connections with ServiceNow and various custom CRM systems. Furthermore, you learned about the role of generative AI in revolutionizing customer service and how Contact Center integrates this technology into the contact center workflow.
The main takeaways from this module include:
- How to configure the Contact Center admin center app and the benefits of using the Power Automate data connectors.
- The importance of generative AI in enhancing customer service and how Contact Center uses this technology.
- The Dynamics 365 Contact Center conversation widget and how you can integrate it into any webpage or application.
- The Contact Center workspace application in Contact Center, which offers a robust customer service representative desktop with Copilot capabilities and collaboration tools.
For more information, see Dynamics 365 Contact Center documentation.