Introduction to navigating the modern Contact Center AB-7011 Training Plan: Detailed Modules
Recommended prerequisite knowledge
A basic understanding of contact centers and customer service (agent/supervisor roles), as well as omnichannel and CRM concepts, is recommended. Familiarity with Dynamics 365 and Microsoft 365 tools is an asset, but not required.
Dynamics 365 Contact Center Training - Modern Navigation and CCaaS Fundamentals (AB-7011)
The AB-7011 (Dynamics 365 Contact Center) course introduces participants to the fundamentals of a modern contact center as a service (CCaaS) and how to navigate the Dynamics 365 environment. It focuses on essential platform features, including work allocation, efficient conversation routing, and the daily workflows of agents and supervisors.
Designed for business users, managers, and customer service teams looking to get started with CCaaS, this course helps you understand how a modern contact center can support your organization: omnichannel communication, integration with internal or third-party CRMs, improved agent productivity through AI and collaboration tools, and a clear understanding of the key components of a contact center solution.
Why choose the AB-7011 course?
Modern contact centers (CCaaS) have become essential for delivering a consistent, omnichannel customer experience while improving agent productivity and service quality. The AB-7011 course helps you understand how Dynamics 365 Contact Center structures daily work: interaction allocation, efficient conversation routing, and operational journeys for agents and supervisors.
By completing this course, you will develop a solid foundation to contribute to the modernization of customer support, improve collaboration with CRM and operations teams, and participate in the implementation of more effective contact center practices (collaboration tools, AI, integrations). This will enhance your career prospects in customer service, contact center operations, and customer experience roles.
Skills Developed During the Training
Master the fundamentals of Dynamics 365 Contact Center (CCaaS)
Learn how to navigate the environment, understand the key components of a modern contact center, and navigate the user experience.Understand work allocation and conversation routing
Discover how interactions are efficiently distributed and routed to ensure fast and consistent support, based on rules and operational needs.Execute daily agent workflows
Explore the essential steps in an agent’s work: managing conversations, tracking interactions, and best practices for maintaining productivity across multiple channels.Understand supervisor workflows
Become familiar with typical supervisor activities: operational monitoring, agent coaching, and understanding the drivers that support quality of service.Position the solution within an omnichannel and CRM ecosystem
Understand how a modern contact center integrates with internal or third-party CRM systems, and how AI and collaboration tools can support support efficiency.
Instructor-led comprehensive training
This training is delivered by experienced Dynamics 365 Contact Center trainers. Participants benefit from interactive sessions, real-world scenarios, and hands-on exercises focused on navigation, work allocation, conversation routing, and the daily workflows of agents and supervisors. The goal: to quickly build confidence and independence in using a modern Contact Center as a Service (CCaaS) with Dynamics 365.
Who Should Attend This Training?
- Managers and customer service teams who want to discover how a modern Contact Center as a Service (CCaaS) works with Dynamics 365
- Contact center agents (representatives) who want to understand navigation, conversation routing, and daily work allocation
- Supervisors/team leaders who need to master supervisory workflows and the operational basics of the platform
- Business users and stakeholders (CX, operations, CRM) who want to understand how Dynamics 365 Contact Center integrates with an internal or third-party CRM ecosystem and supports an omnichannel strategy
Optimize your customer service with Dynamics 365 Contact Center
The Dynamics 365 Contact Center – Introduction to Navigation in the Modern Contact Center (AB-7011) course provides you with the essential foundations for understanding a modern contact center (CCaaS): navigation, work allocation, conversation routing, and the daily workflows of agents and supervisors. Enroll today to boost your operational efficiency and contribute to a smoother omnichannel customer experience with Dynamics 365.
Frequently Asked Questions – Microsoft AB-7011 Training (FAQ)
The AB-7011 course covers the fundamentals of Dynamics 365 Contact Center and a modern contact center (CCaaS). You will learn about interface navigation, key features of the solution, work allocation, conversation routing, and the daily workflows of agents and supervisors.
It is aimed at contact center agents and supervisors, customer service teams, as well as business users (CX/ops/CRM) who want to understand how Dynamics 365 Contact Center works and how a CCaaS can support an omnichannel strategy.
No advanced technical skills are required. A basic understanding of customer service, contact centers, omnichannel concepts, and CRM environments is recommended. Familiarity with Dynamics 365 and Microsoft 365 is an asset, but not required.
You will work with Dynamics 365 Contact Center (agent experience and supervision), and you will see how the solution fits into a CRM and omnichannel environment. The training also covers, at an introductory level, the contribution of Microsoft 365 tools and the AI and collaboration capabilities that support productivity and service quality.
AB-7011 gives you a clear and operational foundation on how a modern contact center works in Dynamics 365. These skills are useful for moving into roles such as agent, supervisor, contact center operations specialist, or for contributing to projects to improve customer experience and transform support operations.