{"id":49177,"date":"2026-04-15T13:52:57","date_gmt":"2026-04-15T11:52:57","guid":{"rendered":"https:\/\/eccentrix-eu.com\/?post_type=formation&#038;p=49177"},"modified":"2026-05-04T20:11:08","modified_gmt":"2026-05-04T18:11:08","slug":"kontakt-centar-dynamics-365-ab-7011-obuka","status":"publish","type":"formation","link":"https:\/\/eccentrix-eu.com\/sr\/obuke\/microsoft\/dynamics-365\/kontakt-centar-dynamics-365-ab-7011-obuka\/","title":{"rendered":"Uvod u navigaciju u modernom kontakt centru (AB-7011)"},"content":{"rendered":"\t\t<div data-elementor-type=\"wp-post\" data-elementor-id=\"49177\" class=\"elementor elementor-49177 elementor-49171\" data-elementor-post-type=\"formation\">\n\t\t\t\t<div class=\"elementor-element elementor-element-7676e7da e-flex e-con-boxed e-con e-parent\" data-id=\"7676e7da\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t<div class=\"elementor-element elementor-element-787a9edf e-con-full e-flex e-con e-child\" data-id=\"787a9edf\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-1d97318b elementor-widget elementor-widget-heading\" data-id=\"1d97318b\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">Uvod u navigaciju u modernom kontakt centru (AB-7011): Detaljan plan obuke<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-5e238551 elementor-widget elementor-widget-accordion\" data-id=\"5e238551\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"accordion.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"elementor-accordion\">\n\t\t\t\t\t\t\t<div class=\"elementor-accordion-item\">\n\t\t\t\t\t<h6 id=\"elementor-tab-title-1571\" class=\"elementor-tab-title\" data-tab=\"1\" role=\"button\" aria-controls=\"elementor-tab-content-1571\" aria-expanded=\"false\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-accordion-icon elementor-accordion-icon-left\" aria-hidden=\"true\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-accordion-icon-closed\"><svg class=\"e-font-icon-svg e-fas-plus\" viewBox=\"0 0 448 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M416 208H272V64c0-17.67-14.33-32-32-32h-32c-17.67 0-32 14.33-32 32v144H32c-17.67 0-32 14.33-32 32v32c0 17.67 14.33 32 32 32h144v144c0 17.67 14.33 32 32 32h32c17.67 0 32-14.33 32-32V304h144c17.67 0 32-14.33 32-32v-32c0-17.67-14.33-32-32-32z\"><\/path><\/svg><\/span>\n\t\t\t\t\t\t\t\t<span class=\"elementor-accordion-icon-opened\"><svg class=\"e-font-icon-svg e-fas-minus\" viewBox=\"0 0 448 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M416 208H32c-17.67 0-32 14.33-32 32v32c0 17.67 14.33 32 32 32h384c17.67 0 32-14.33 32-32v-32c0-17.67-14.33-32-32-32z\"><\/path><\/svg><\/span>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t\t\t\t<a class=\"elementor-accordion-title\" tabindex=\"0\">Module 1: Get started with Dynamics 365 Contact Center<\/a>\n\t\t\t\t\t<\/h6>\n\t\t\t\t\t<div id=\"elementor-tab-content-1571\" class=\"elementor-tab-content elementor-clearfix\" data-tab=\"1\" role=\"region\" aria-labelledby=\"elementor-tab-title-1571\"><ul class=\"margin-left-none\"><li class=\"module-unit is-unstyled font-size-md position-relative padding-block-xxs completable\" data-progress-uid=\"learn-dynamics.get-started-contact-center.overview-contact-center\"><div class=\"barLink is-unit-list-item margin-none columns\"><div class=\"column is-11 padding-none has-content-margin-right-xxs\">Overview of Dynamics 365 Contact Center<\/div><\/div><\/li><li class=\"module-unit is-unstyled font-size-md position-relative padding-block-xxs completable\" data-progress-uid=\"learn-dynamics.get-started-contact-center.administer-contact-center\"><div class=\"barLink is-unit-list-item margin-none columns\"><div class=\"column is-11 padding-none has-content-margin-right-xxs\">Administer Dynamics 365 Contact Center<\/div><\/div><\/li><li class=\"module-unit is-unstyled font-size-md position-relative padding-block-xxs completable\" data-progress-uid=\"learn-dynamics.get-started-contact-center.next-generation-self-service\"><div class=\"barLink is-unit-list-item margin-none columns\"><div class=\"column is-11 padding-none has-content-margin-right-xxs\">Next generation self-service<\/div><\/div><\/li><li class=\"module-unit is-unstyled font-size-md position-relative padding-block-xxs completable\" data-progress-uid=\"learn-dynamics.get-started-contact-center.integration-non-microsoft-services\"><div class=\"barLink is-unit-list-item margin-none columns\"><div class=\"column is-11 padding-none has-content-margin-right-xxs\">Integration with non-Microsoft services<\/div><\/div><\/li><li class=\"module-unit is-unstyled font-size-md position-relative padding-block-xxs completable\" data-progress-uid=\"learn-dynamics.get-started-contact-center.set-up-embedded\"><div class=\"barLink is-unit-list-item margin-none columns\"><div class=\"column is-11 padding-none has-content-margin-right-xxs\">Service representative experience for Dynamics 365 Contact Center<\/div><\/div><\/li><li class=\"module-unit is-unstyled font-size-md position-relative padding-block-xxs completable\" data-progress-uid=\"learn-dynamics.get-started-contact-center.connectors\"><div class=\"barLink is-unit-list-item margin-none columns\"><div class=\"column is-11 padding-none has-content-margin-right-xxs\">Connectors<\/div><\/div><\/li><li class=\"module-unit is-unstyled font-size-md position-relative padding-block-xxs completable\" data-progress-uid=\"learn-dynamics.get-started-contact-center.channels\"><div class=\"barLink is-unit-list-item margin-none columns\"><div class=\"column is-11 padding-none has-content-margin-right-xxs\">Channels in Dynamics 365 Contact Center<\/div><\/div><\/li><li class=\"module-unit is-unstyled font-size-md position-relative padding-block-xxs completable\" data-progress-uid=\"learn-dynamics.get-started-contact-center.unified-routing\"><div class=\"barLink is-unit-list-item margin-none columns\"><div class=\"column is-11 padding-none has-content-margin-right-xxs\">Unified routing in Dynamics 365 Contact Center<\/div><\/div><\/li><li class=\"module-unit is-unstyled font-size-md position-relative padding-block-xxs completable\" data-progress-uid=\"learn-dynamics.get-started-contact-center.contact-center-management\"><div class=\"barLink is-unit-list-item margin-none columns\"><div class=\"column is-11 padding-none has-content-margin-right-xxs\">Contact center management<\/div><\/div><\/li><\/ul><\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t\t<div class=\"elementor-accordion-item\">\n\t\t\t\t\t<h6 id=\"elementor-tab-title-1572\" class=\"elementor-tab-title\" data-tab=\"2\" role=\"button\" aria-controls=\"elementor-tab-content-1572\" aria-expanded=\"false\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-accordion-icon elementor-accordion-icon-left\" aria-hidden=\"true\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-accordion-icon-closed\"><svg class=\"e-font-icon-svg e-fas-plus\" viewBox=\"0 0 448 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M416 208H272V64c0-17.67-14.33-32-32-32h-32c-17.67 0-32 14.33-32 32v144H32c-17.67 0-32 14.33-32 32v32c0 17.67 14.33 32 32 32h144v144c0 17.67 14.33 32 32 32h32c17.67 0 32-14.33 32-32V304h144c17.67 0 32-14.33 32-32v-32c0-17.67-14.33-32-32-32z\"><\/path><\/svg><\/span>\n\t\t\t\t\t\t\t\t<span class=\"elementor-accordion-icon-opened\"><svg class=\"e-font-icon-svg e-fas-minus\" viewBox=\"0 0 448 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M416 208H32c-17.67 0-32 14.33-32 32v32c0 17.67 14.33 32 32 32h384c17.67 0 32-14.33 32-32v-32c0-17.67-14.33-32-32-32z\"><\/path><\/svg><\/span>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t\t\t\t<a class=\"elementor-accordion-title\" tabindex=\"0\">Module 2: Deploy a Voice channel in Dynamics 365 Customer Service<\/a>\n\t\t\t\t\t<\/h6>\n\t\t\t\t\t<div id=\"elementor-tab-content-1572\" class=\"elementor-tab-content elementor-clearfix\" data-tab=\"2\" role=\"region\" aria-labelledby=\"elementor-tab-title-1572\"><ul class=\"margin-left-none\"><li class=\"module-unit is-unstyled font-size-md position-relative padding-block-xxs completable\" data-progress-uid=\"learn-dynamics.get-started-voice-channel.2-provision\"><div class=\"barLink is-unit-list-item margin-none columns\"><div class=\"column is-11 padding-none has-content-margin-right-xxs\">Set up and provision the Voice channel<\/div><\/div><\/li><li class=\"module-unit is-unstyled font-size-md position-relative padding-block-xxs completable\" data-progress-uid=\"learn-dynamics.get-started-voice-channel.3-define-queues\"><div class=\"barLink is-unit-list-item margin-none columns\"><div class=\"column is-11 padding-none has-content-margin-right-xxs\">Define voice queues<\/div><\/div><\/li><li class=\"module-unit is-unstyled font-size-md position-relative padding-block-xxs completable\" data-progress-uid=\"learn-dynamics.get-started-voice-channel.4-configure-workstream\"><div class=\"barLink is-unit-list-item margin-none columns\"><div class=\"column is-11 padding-none has-content-margin-right-xxs\">Set up a voice workstream<\/div><\/div><\/li><li class=\"module-unit is-unstyled font-size-md position-relative padding-block-xxs completable\" data-progress-uid=\"learn-dynamics.get-started-voice-channel.5-call-routing\"><div class=\"barLink is-unit-list-item margin-none columns\"><div class=\"column is-11 padding-none has-content-margin-right-xxs\">Call routing<\/div><\/div><\/li><li class=\"module-unit is-unstyled font-size-md position-relative padding-block-xxs completable\" data-progress-uid=\"learn-dynamics.get-started-voice-channel.6-calls\"><div class=\"barLink is-unit-list-item margin-none columns\"><div class=\"column is-11 padding-none has-content-margin-right-xxs\">Make and receive calls<\/div><\/div><\/li><li class=\"module-unit is-unstyled font-size-md position-relative padding-block-xxs completable\" data-progress-uid=\"learn-dynamics.get-started-voice-channel.6a-analytics\"><div class=\"barLink is-unit-list-item margin-none columns\"><div class=\"column is-11 padding-none has-content-margin-right-xxs\">Historical analytics, reports, and call insights<\/div><\/div><\/li><\/ul><\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t\t<div class=\"elementor-accordion-item\">\n\t\t\t\t\t<h6 id=\"elementor-tab-title-1573\" class=\"elementor-tab-title\" data-tab=\"3\" role=\"button\" aria-controls=\"elementor-tab-content-1573\" aria-expanded=\"false\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-accordion-icon elementor-accordion-icon-left\" aria-hidden=\"true\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-accordion-icon-closed\"><svg class=\"e-font-icon-svg e-fas-plus\" viewBox=\"0 0 448 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M416 208H272V64c0-17.67-14.33-32-32-32h-32c-17.67 0-32 14.33-32 32v144H32c-17.67 0-32 14.33-32 32v32c0 17.67 14.33 32 32 32h144v144c0 17.67 14.33 32 32 32h32c17.67 0 32-14.33 32-32V304h144c17.67 0 32-14.33 32-32v-32c0-17.67-14.33-32-32-32z\"><\/path><\/svg><\/span>\n\t\t\t\t\t\t\t\t<span class=\"elementor-accordion-icon-opened\"><svg class=\"e-font-icon-svg e-fas-minus\" viewBox=\"0 0 448 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M416 208H32c-17.67 0-32 14.33-32 32v32c0 17.67 14.33 32 32 32h384c17.67 0 32-14.33 32-32v-32c0-17.67-14.33-32-32-32z\"><\/path><\/svg><\/span>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t\t\t\t<a class=\"elementor-accordion-title\" tabindex=\"0\">Module 3: Set up a Microsoft Copilot Studio agent for voice<\/a>\n\t\t\t\t\t<\/h6>\n\t\t\t\t\t<div id=\"elementor-tab-content-1573\" class=\"elementor-tab-content elementor-clearfix\" data-tab=\"3\" role=\"region\" aria-labelledby=\"elementor-tab-title-1573\"><ul class=\"margin-left-none\"><li class=\"module-unit is-unstyled font-size-md position-relative padding-block-xxs completable\" data-progress-uid=\"learn-bizapps.pva-voice.setup-extensions\"><div class=\"barLink is-unit-list-item margin-none columns\"><div class=\"column is-11 padding-none has-content-margin-right-xxs\">Deploy the necessary extensions<\/div><\/div><\/li><li class=\"module-unit is-unstyled font-size-md position-relative padding-block-xxs completable\" data-progress-uid=\"learn-bizapps.pva-voice.configure-handoff\"><div class=\"barLink is-unit-list-item margin-none columns\"><div class=\"column is-11 padding-none has-content-margin-right-xxs\">Set up the handoff to your customer service application<\/div><\/div><\/li><li class=\"module-unit is-unstyled font-size-md position-relative padding-block-xxs completable\" data-progress-uid=\"learn-bizapps.pva-voice.enabling-voice\"><div class=\"barLink is-unit-list-item margin-none columns\"><div class=\"column is-11 padding-none has-content-margin-right-xxs\">Set up for voice<\/div><\/div><\/li><\/ul><\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t\t<div class=\"elementor-accordion-item\">\n\t\t\t\t\t<h6 id=\"elementor-tab-title-1574\" class=\"elementor-tab-title\" data-tab=\"4\" role=\"button\" aria-controls=\"elementor-tab-content-1574\" aria-expanded=\"false\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-accordion-icon elementor-accordion-icon-left\" aria-hidden=\"true\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-accordion-icon-closed\"><svg class=\"e-font-icon-svg e-fas-plus\" viewBox=\"0 0 448 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M416 208H272V64c0-17.67-14.33-32-32-32h-32c-17.67 0-32 14.33-32 32v144H32c-17.67 0-32 14.33-32 32v32c0 17.67 14.33 32 32 32h144v144c0 17.67 14.33 32 32 32h32c17.67 0 32-14.33 32-32V304h144c17.67 0 32-14.33 32-32v-32c0-17.67-14.33-32-32-32z\"><\/path><\/svg><\/span>\n\t\t\t\t\t\t\t\t<span class=\"elementor-accordion-icon-opened\"><svg class=\"e-font-icon-svg e-fas-minus\" viewBox=\"0 0 448 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M416 208H32c-17.67 0-32 14.33-32 32v32c0 17.67 14.33 32 32 32h384c17.67 0 32-14.33 32-32v-32c0-17.67-14.33-32-32-32z\"><\/path><\/svg><\/span>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t\t\t\t<a class=\"elementor-accordion-title\" tabindex=\"0\">Module 4: Use Multilingual Voice Agents with IVR in Dynamics 365 Contact Center<\/a>\n\t\t\t\t\t<\/h6>\n\t\t\t\t\t<div id=\"elementor-tab-content-1574\" class=\"elementor-tab-content elementor-clearfix\" data-tab=\"4\" role=\"region\" aria-labelledby=\"elementor-tab-title-1574\"><ul class=\"margin-left-none\"><li class=\"module-unit is-unstyled font-size-md position-relative padding-block-xxs completable\" data-progress-uid=\"learn-dynamics.multilingual-voice-agents-ivr-contact-center.prerequisites-and-setup\"><div class=\"barLink is-unit-list-item margin-none columns\"><div class=\"column is-11 padding-none has-content-margin-right-xxs\">Prerequisites and setup for configuring multilingual voice agents<\/div><\/div><\/li><li class=\"module-unit is-unstyled font-size-md position-relative padding-block-xxs completable\" data-progress-uid=\"learn-dynamics.multilingual-voice-agents-ivr-contact-center.configure-for-mid-call-language-switch-use-case\"><div class=\"barLink is-unit-list-item margin-none columns\"><div class=\"column is-11 padding-none has-content-margin-right-xxs\">Configure for mid-call language switch use case<\/div><\/div><\/li><li class=\"module-unit is-unstyled font-size-md position-relative padding-block-xxs completable\" data-progress-uid=\"learn-dynamics.multilingual-voice-agents-ivr-contact-center.configure-for-language-by-dialed-number-use-case\"><div class=\"barLink is-unit-list-item margin-none columns\"><div class=\"column is-11 padding-none has-content-margin-right-xxs\">Configure for language by dialed number use case<\/div><\/div><\/li><li class=\"module-unit is-unstyled font-size-md position-relative padding-block-xxs completable\" data-progress-uid=\"learn-dynamics.multilingual-voice-agents-ivr-contact-center.escalation-to-agent-based-on-the-language\"><div class=\"barLink is-unit-list-item margin-none columns\"><div class=\"column is-11 padding-none has-content-margin-right-xxs\">Escalation to agent based on the language<\/div><\/div><\/li><li class=\"module-unit is-unstyled font-size-md position-relative padding-block-xxs completable\" data-progress-uid=\"learn-dynamics.multilingual-voice-agents-ivr-contact-center.important-configuration-information\"><div class=\"barLink is-unit-list-item margin-none columns\"><div class=\"column is-11 padding-none has-content-margin-right-xxs\">Important configuration information<\/div><\/div><\/li><\/ul><\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t\t<div class=\"elementor-accordion-item\">\n\t\t\t\t\t<h6 id=\"elementor-tab-title-1575\" class=\"elementor-tab-title\" data-tab=\"5\" role=\"button\" aria-controls=\"elementor-tab-content-1575\" aria-expanded=\"false\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-accordion-icon elementor-accordion-icon-left\" aria-hidden=\"true\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-accordion-icon-closed\"><svg class=\"e-font-icon-svg e-fas-plus\" viewBox=\"0 0 448 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M416 208H272V64c0-17.67-14.33-32-32-32h-32c-17.67 0-32 14.33-32 32v144H32c-17.67 0-32 14.33-32 32v32c0 17.67 14.33 32 32 32h144v144c0 17.67 14.33 32 32 32h32c17.67 0 32-14.33 32-32V304h144c17.67 0 32-14.33 32-32v-32c0-17.67-14.33-32-32-32z\"><\/path><\/svg><\/span>\n\t\t\t\t\t\t\t\t<span class=\"elementor-accordion-icon-opened\"><svg class=\"e-font-icon-svg e-fas-minus\" viewBox=\"0 0 448 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M416 208H32c-17.67 0-32 14.33-32 32v32c0 17.67 14.33 32 32 32h384c17.67 0 32-14.33 32-32v-32c0-17.67-14.33-32-32-32z\"><\/path><\/svg><\/span>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t\t\t\t<a class=\"elementor-accordion-title\" tabindex=\"0\">Module 5: Design a Copilot Studio voice agent rule manager for real-time changes to Dynamics 365 Contact Center IVR<\/a>\n\t\t\t\t\t<\/h6>\n\t\t\t\t\t<div id=\"elementor-tab-content-1575\" class=\"elementor-tab-content elementor-clearfix\" data-tab=\"5\" role=\"region\" aria-labelledby=\"elementor-tab-title-1575\"><ul class=\"margin-left-none\"><li class=\"module-unit is-unstyled font-size-md position-relative padding-block-xxs completable\" data-progress-uid=\"learn-dynamics.agent-rule-manager-contact-center-ivr.create-dynamic-welcome-message\"><div class=\"barLink is-unit-list-item margin-none columns\"><div class=\"column is-11 padding-none has-content-margin-right-xxs\">Create a dynamic welcome message in Power Apps<\/div><\/div><\/li><li class=\"module-unit is-unstyled font-size-md position-relative padding-block-xxs completable\" data-progress-uid=\"learn-dynamics.agent-rule-manager-contact-center-ivr.create-user-friendly-ui\"><div class=\"barLink is-unit-list-item margin-none columns\"><div class=\"column is-11 padding-none has-content-margin-right-xxs\">Create a user-friendly UI for business administrators<\/div><\/div><\/li><li class=\"module-unit is-unstyled font-size-md position-relative padding-block-xxs completable\" data-progress-uid=\"learn-dynamics.agent-rule-manager-contact-center-ivr.create-your-copilot-agent\"><div class=\"barLink is-unit-list-item margin-none columns\"><div class=\"column is-11 padding-none has-content-margin-right-xxs\">Create your Copilot agent<\/div><\/div><\/li><li class=\"module-unit is-unstyled font-size-md position-relative padding-block-xxs completable\" data-progress-uid=\"learn-dynamics.agent-rule-manager-contact-center-ivr.test-the-agent\"><div class=\"barLink is-unit-list-item margin-none columns\"><div class=\"column is-11 padding-none has-content-margin-right-xxs\">Test the agent<\/div><\/div><\/li><li class=\"module-unit is-unstyled font-size-md position-relative padding-block-xxs completable\" data-progress-uid=\"learn-dynamics.agent-rule-manager-contact-center-ivr.update-the-welcome-message-dynamically\"><div class=\"barLink is-unit-list-item margin-none columns\"><div class=\"column is-11 padding-none has-content-margin-right-xxs\">Update the welcome message dynamically<\/div><\/div><\/li><li class=\"module-unit is-unstyled font-size-md position-relative padding-block-xxs completable\" data-progress-uid=\"learn-dynamics.agent-rule-manager-contact-center-ivr.test-the-copilot-agent-with-the-new-message\"><div class=\"barLink is-unit-list-item margin-none columns\"><div class=\"column is-11 padding-none has-content-margin-right-xxs\">Test the Copilot agent with the new message<\/div><\/div><\/li><\/ul><\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-71fde823 e-con-full e-flex e-con e-child\" data-id=\"71fde823\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-3e47a95 elementor-widget elementor-widget-heading\" data-id=\"3e47a95\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h3 class=\"elementor-heading-title elementor-size-default\">Preporu\u010deno predznanje<\/h3>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-17e4f83 elementor-widget elementor-widget-text-editor\" data-id=\"17e4f83\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>Preporu\u010duje se osnovno razumevanje kontakt centara i korisni\u010dke slu\u017ebe (uloge agenta\/supervizora), kao i koncepata omnikanalnog poslovanja i CRM-a. Poznavanje Dynamics 365 i Microsoft 365 alata je prednost, ali nije obavezno.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-27c7fb0 e-flex e-con-boxed e-con e-parent\" data-id=\"27c7fb0\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t\t\t<div class=\"elementor-element elementor-element-b69ac6c elementor-widget elementor-widget-heading\" data-id=\"b69ac6c\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">Obuka za kontakt centar Dynamics 365 - Moderna navigacija i osnove CCaaS-a (AB-7011)<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-c8d286b elementor-widget elementor-widget-text-editor\" data-id=\"c8d286b\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>Kurs AB-7011 (Dynamics 365 kontakt centar) upoznaje u\u010desnike sa osnovama modernog kontakt centra kao usluge (CCaaS) i na\u010dinom snala\u017eenja u Dynamics 365 okru\u017eenju. Fokusira se na osnovne funkcije platforme, uklju\u010dujuc\u0301i raspodelu posla, efikasno usmeravanje razgovora i svakodnevne tokove rada agenata i supervizora.<\/p><p>Namenjen poslovnim korisnicima, menad\u017eerima i timovima za korisni\u010dku podr\u0161ku koji \u017eele da po\u010dnu sa CCaaS-om, ovaj kurs vam poma\u017ee da razumete kako moderni kontakt centar mo\u017ee da podr\u017ei va\u0161u organizaciju: omnikanalna komunikacija, integracija sa internim ili CRM sistemima trec\u0301ih strana, pobolj\u0161ana produktivnost agenata putem ve\u0161ta\u010dke inteligencije i alata za saradnju, i jasno razumevanje klju\u010dnih komponenti re\u0161enja za kontakt centar.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-29c54ea elementor-widget elementor-widget-heading\" data-id=\"29c54ea\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h3 class=\"elementor-heading-title elementor-size-default\">Za\u0161to izabrati kurs AB-7011?<\/h3>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-ef06b41 elementor-widget elementor-widget-text-editor\" data-id=\"ef06b41\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>Moderni kontakt centri (CCaaS) postali su neophodni za pru\u017eanje doslednog, vi\u0161ekanalnog korisni\u010dkog iskustva, uz istovremeno pobolj\u0161anje produktivnosti agenata i kvaliteta usluge. Kurs AB-7011 vam poma\u017ee da razumete kako kontakt centar Dynamics 365 strukturira svakodnevni rad: raspodelu interakcija, efikasno usmeravanje razgovora i operativna putovanja za agente i supervizore.<\/p><p>Zavr\u0161etkom ovog kursa, razvic\u0301ete solidnu osnovu za doprinos modernizaciji korisni\u010dke podr\u0161ke, pobolj\u0161anje saradnje sa CRM i operativnim timovima i u\u010de\u0161c\u0301e u implementaciji efikasnijih praksi kontakt centra (alati za saradnju, ve\u0161ta\u010dka inteligencija, integracije). Ovo c\u0301e pobolj\u0161ati va\u0161e karijerne izglede u korisni\u010dkoj slu\u017ebi, operacijama kontakt centra i ulogama u korisni\u010dkom iskustvu.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-f69ac86 elementor-widget elementor-widget-heading\" data-id=\"f69ac86\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h3 class=\"elementor-heading-title elementor-size-default\">Ve\u0161tine razvijene tokom obuke<\/h3>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-bddf174 elementor-widget elementor-widget-text-editor\" data-id=\"bddf174\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<ol><li><p>Savladajte osnove Dynamics 365 kontakt centra (CCaaS)<br \/>Nau\u010dite kako da se krec\u0301ete kroz okru\u017eenje, razumete klju\u010dne komponente modernog kontakt centra i upravljate korisni\u010dkim iskustvom.<\/p><\/li><li><p>Razumite raspodelu posla i usmeravanje razgovora<br \/>Otkrijte kako se interakcije efikasno distribuiraju i usmeravaju kako bi se osigurala brza i dosledna podr\u0161ka, na osnovu pravila i operativnih potreba.<\/p><\/li><li><p>Izvr\u0161avajte dnevne tokove rada agenata<br \/>Istra\u017eite osnovne korake u radu agenta: upravljanje razgovorima, prac\u0301enje interakcija i najbolje prakse za odr\u017eavanje produktivnosti na vi\u0161e kanala.<\/p><\/li><li><p>Razumite tokove rada supervizora<br \/>Upoznajte se sa tipi\u010dnim aktivnostima supervizora: operativno prac\u0301enje, kou\u010ding agenata i razumevanje pokreta\u010da koji podr\u017eavaju kvalitet usluge.<\/p><\/li><li><p>Pozicionirajte re\u0161enje unutar omnikanalnog i CRM ekosistema<br \/>Razumite kako se moderni kontakt centar integri\u0161e sa internim ili CRM sistemima trec\u0301ih strana i kako ve\u0161ta\u010dka inteligencija i alati za saradnju mogu podr\u017eati efikasnost podr\u0161ke.<\/p><\/li><\/ol>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-fdca076 elementor-widget elementor-widget-heading\" data-id=\"fdca076\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h3 class=\"elementor-heading-title elementor-size-default\">Sveobuhvatna obuka koju vodi predava\u010d<\/h3>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-371e6ee elementor-widget elementor-widget-text-editor\" data-id=\"371e6ee\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>Ovu obuku vode iskusni treneri za Dynamics 365 kontakt centar. U\u010desnici imaju koristi od interaktivnih sesija, scenarija iz stvarnog sveta i prakti\u010dnih ve\u017ebi usmerenih na navigaciju, raspodelu posla, usmeravanje razgovora i svakodnevne tokove rada agenata i supervizora. Cilj: brzo izgradnja samopouzdanja i nezavisnosti u kori\u0161c\u0301enju modernog kontakt centra kao usluge (CCaaS) sa Dynamics 365.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-5426db3 elementor-widget elementor-widget-heading\" data-id=\"5426db3\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h3 class=\"elementor-heading-title elementor-size-default\">Ko bi trebalo da poha\u0111a ovu obuku?<\/h3>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-390f80b elementor-widget elementor-widget-text-editor\" data-id=\"390f80b\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<ul><li>Menad\u017eeri i timovi za korisni\u010dku podr\u0161ku koji \u017eele da otkriju kako moderni kontakt centar kao usluga (CCaaS) funkcioni\u0161e sa Dynamics 365<\/li><li>Agenti (predstavnici) kontakt centra koji \u017eele da razumeju navigaciju, usmeravanje razgovora i dnevnu raspodelu posla<\/li><li>Supervizori\/vo\u0111e timova koji treba da savladaju nadzorne tokove rada i operativne osnove platforme<\/li><li>Poslovni korisnici i zainteresovane strane (CX, operacije, CRM) koji \u017eele da razumeju kako se kontakt centar Dynamics 365 integri\u0161e sa internim ili CRM ekosistemom trec\u0301e strane i podr\u017eava omnikanalnu strategiju<\/li><\/ul>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-e67e42d elementor-widget elementor-widget-heading\" data-id=\"e67e42d\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h3 class=\"elementor-heading-title elementor-size-default\">Optimizujte svoju korisni\u010dku podr\u0161ku pomoc\u0301u Dynamics 365 kontakt centra<\/h3>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-324a29c elementor-widget elementor-widget-text-editor\" data-id=\"324a29c\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>Kurs \u201eUvod u navigaciju u modernom kontakt centru\u201c (AB-7011) pru\u017ea vam osnovne temelje za razumevanje modernog kontakt centra (CCaaS): navigacija, raspodela posla, usmeravanje razgovora i svakodnevni tokovi rada agenata i supervizora. Upi\u0161ite se danas da biste povec\u0301ali svoju operativnu efikasnost i doprineli gla\u0111em omnikanalnom korisni\u010dkom iskustvu sa Dynamics 365.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-43f556c e-flex e-con-boxed e-con e-parent\" data-id=\"43f556c\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t\t\t<div class=\"elementor-element elementor-element-337e38c elementor-widget elementor-widget-heading\" data-id=\"337e38c\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">\u010cesto postavljana pitanja \u2013 Obuka za Microsoft AB-7011 (FAQ)<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-593eea5 e-flex e-con-boxed e-con e-parent\" data-id=\"593eea5\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t\t\t<div class=\"elementor-element elementor-element-442f178 elementor-widget elementor-widget-accordion\" data-id=\"442f178\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"accordion.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"elementor-accordion\">\n\t\t\t\t\t\t\t<div class=\"elementor-accordion-item\">\n\t\t\t\t\t<div id=\"elementor-tab-title-7141\" class=\"elementor-tab-title\" data-tab=\"1\" role=\"button\" aria-controls=\"elementor-tab-content-7141\" aria-expanded=\"false\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-accordion-icon elementor-accordion-icon-left\" aria-hidden=\"true\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-accordion-icon-closed\"><svg class=\"e-font-icon-svg e-fas-plus\" viewBox=\"0 0 448 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M416 208H272V64c0-17.67-14.33-32-32-32h-32c-17.67 0-32 14.33-32 32v144H32c-17.67 0-32 14.33-32 32v32c0 17.67 14.33 32 32 32h144v144c0 17.67 14.33 32 32 32h32c17.67 0 32-14.33 32-32V304h144c17.67 0 32-14.33 32-32v-32c0-17.67-14.33-32-32-32z\"><\/path><\/svg><\/span>\n\t\t\t\t\t\t\t\t<span class=\"elementor-accordion-icon-opened\"><svg class=\"e-font-icon-svg e-fas-minus\" viewBox=\"0 0 448 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M416 208H32c-17.67 0-32 14.33-32 32v32c0 17.67 14.33 32 32 32h384c17.67 0 32-14.33 32-32v-32c0-17.67-14.33-32-32-32z\"><\/path><\/svg><\/span>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t\t\t\t<a class=\"elementor-accordion-title\" tabindex=\"0\">Koje teme su obuhvac\u0301ene ovom obukom?<\/a>\n\t\t\t\t\t<\/div>\n\t\t\t\t\t<div id=\"elementor-tab-content-7141\" class=\"elementor-tab-content elementor-clearfix\" data-tab=\"1\" role=\"region\" aria-labelledby=\"elementor-tab-title-7141\"><div class=\"AxqVh\"><div class=\"OPPzxe\"><div class=\"QcsUad BDJ8fb BLojaf sMVRZe hCXDsb wneUed\"><div class=\"usGWQd\"><div class=\"KkbLmb\"><div class=\"UdTY9 BwTYAc WdefRb\" aria-hidden=\"true\" data-location=\"2\"><div class=\"kO6q6e\" dir=\"ltr\">Kurs AB-7011 pokriva osnove Dynamics 365 kontakt centra i modernog kontakt centra (CCaaS). Nau\u010dic\u0301ete o navigaciji interfejsa, klju\u010dnim karakteristikama re\u0161enja, raspodeli posla, usmeravanju razgovora i svakodnevnim tokovima rada agenata i supervizora.<\/div><\/div><\/div><\/div><\/div><\/div><\/div><\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t\t<div class=\"elementor-accordion-item\">\n\t\t\t\t\t<div id=\"elementor-tab-title-7142\" class=\"elementor-tab-title\" data-tab=\"2\" role=\"button\" aria-controls=\"elementor-tab-content-7142\" aria-expanded=\"false\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-accordion-icon elementor-accordion-icon-left\" aria-hidden=\"true\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-accordion-icon-closed\"><svg class=\"e-font-icon-svg e-fas-plus\" viewBox=\"0 0 448 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M416 208H272V64c0-17.67-14.33-32-32-32h-32c-17.67 0-32 14.33-32 32v144H32c-17.67 0-32 14.33-32 32v32c0 17.67 14.33 32 32 32h144v144c0 17.67 14.33 32 32 32h32c17.67 0 32-14.33 32-32V304h144c17.67 0 32-14.33 32-32v-32c0-17.67-14.33-32-32-32z\"><\/path><\/svg><\/span>\n\t\t\t\t\t\t\t\t<span class=\"elementor-accordion-icon-opened\"><svg class=\"e-font-icon-svg e-fas-minus\" viewBox=\"0 0 448 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M416 208H32c-17.67 0-32 14.33-32 32v32c0 17.67 14.33 32 32 32h384c17.67 0 32-14.33 32-32v-32c0-17.67-14.33-32-32-32z\"><\/path><\/svg><\/span>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t\t\t\t<a class=\"elementor-accordion-title\" tabindex=\"0\">Za koga je ova obuka?<\/a>\n\t\t\t\t\t<\/div>\n\t\t\t\t\t<div id=\"elementor-tab-content-7142\" class=\"elementor-tab-content elementor-clearfix\" data-tab=\"2\" role=\"region\" aria-labelledby=\"elementor-tab-title-7142\"><p>Namenjen je agentima i supervizorima kontakt centra, timovima za korisni\u010dku podr\u0161ku, kao i poslovnim korisnicima (CX\/ops\/CRM) koji \u017eele da razumeju kako funkcioni\u0161e Dynamics 365 Contact Center i kako CcaaS mo\u017ee da podr\u017ei omnikanalnu strategiju.<\/p><\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t\t<div class=\"elementor-accordion-item\">\n\t\t\t\t\t<div id=\"elementor-tab-title-7143\" class=\"elementor-tab-title\" data-tab=\"3\" role=\"button\" aria-controls=\"elementor-tab-content-7143\" aria-expanded=\"false\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-accordion-icon elementor-accordion-icon-left\" aria-hidden=\"true\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-accordion-icon-closed\"><svg class=\"e-font-icon-svg e-fas-plus\" viewBox=\"0 0 448 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M416 208H272V64c0-17.67-14.33-32-32-32h-32c-17.67 0-32 14.33-32 32v144H32c-17.67 0-32 14.33-32 32v32c0 17.67 14.33 32 32 32h144v144c0 17.67 14.33 32 32 32h32c17.67 0 32-14.33 32-32V304h144c17.67 0 32-14.33 32-32v-32c0-17.67-14.33-32-32-32z\"><\/path><\/svg><\/span>\n\t\t\t\t\t\t\t\t<span class=\"elementor-accordion-icon-opened\"><svg class=\"e-font-icon-svg e-fas-minus\" viewBox=\"0 0 448 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M416 208H32c-17.67 0-32 14.33-32 32v32c0 17.67 14.33 32 32 32h384c17.67 0 32-14.33 32-32v-32c0-17.67-14.33-32-32-32z\"><\/path><\/svg><\/span>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t\t\t\t<a class=\"elementor-accordion-title\" tabindex=\"0\">Da li postoje neki preduslovi za ovu obuku?<\/a>\n\t\t\t\t\t<\/div>\n\t\t\t\t\t<div id=\"elementor-tab-content-7143\" class=\"elementor-tab-content elementor-clearfix\" data-tab=\"3\" role=\"region\" aria-labelledby=\"elementor-tab-title-7143\"><p>Nisu potrebne napredne tehni\u010dke ve\u0161tine. Preporu\u010duje se osnovno razumevanje korisni\u010dke slu\u017ebe, kontakt centara, koncepata omnikanalnog poslovanja i CRM okru\u017eenja. Poznavanje Dynamics 365 i Microsoft 365 je prednost, ali nije obavezno.<\/p><\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t\t<div class=\"elementor-accordion-item\">\n\t\t\t\t\t<div id=\"elementor-tab-title-7144\" class=\"elementor-tab-title\" data-tab=\"4\" role=\"button\" aria-controls=\"elementor-tab-content-7144\" aria-expanded=\"false\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-accordion-icon elementor-accordion-icon-left\" aria-hidden=\"true\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-accordion-icon-closed\"><svg class=\"e-font-icon-svg e-fas-plus\" viewBox=\"0 0 448 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M416 208H272V64c0-17.67-14.33-32-32-32h-32c-17.67 0-32 14.33-32 32v144H32c-17.67 0-32 14.33-32 32v32c0 17.67 14.33 32 32 32h144v144c0 17.67 14.33 32 32 32h32c17.67 0 32-14.33 32-32V304h144c17.67 0 32-14.33 32-32v-32c0-17.67-14.33-32-32-32z\"><\/path><\/svg><\/span>\n\t\t\t\t\t\t\t\t<span class=\"elementor-accordion-icon-opened\"><svg class=\"e-font-icon-svg e-fas-minus\" viewBox=\"0 0 448 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M416 208H32c-17.67 0-32 14.33-32 32v32c0 17.67 14.33 32 32 32h384c17.67 0 32-14.33 32-32v-32c0-17.67-14.33-32-32-32z\"><\/path><\/svg><\/span>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t\t\t\t<a class=\"elementor-accordion-title\" tabindex=\"0\">Koji alati i tehnologije su obuhvac\u0301eni?<\/a>\n\t\t\t\t\t<\/div>\n\t\t\t\t\t<div id=\"elementor-tab-content-7144\" class=\"elementor-tab-content elementor-clearfix\" data-tab=\"4\" role=\"region\" aria-labelledby=\"elementor-tab-title-7144\"><p>Radic\u0301ete sa Dynamics 365 kontakt centrom (iskustvo i nadzor agenata) i videc\u0301ete kako se re\u0161enje uklapa u CRM i omnikanalno okru\u017eenje. Obuka tako\u0111e pokriva, na uvodnom nivou, doprinos Microsoft 365 alata i moguc\u0301nosti ve\u0161ta\u010dke inteligencije i saradnje koje podr\u017eavaju produktivnost i kvalitet usluge.<\/p><\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t\t<div class=\"elementor-accordion-item\">\n\t\t\t\t\t<div id=\"elementor-tab-title-7145\" class=\"elementor-tab-title\" data-tab=\"5\" role=\"button\" aria-controls=\"elementor-tab-content-7145\" aria-expanded=\"false\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-accordion-icon elementor-accordion-icon-left\" aria-hidden=\"true\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-accordion-icon-closed\"><svg class=\"e-font-icon-svg e-fas-plus\" viewBox=\"0 0 448 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M416 208H272V64c0-17.67-14.33-32-32-32h-32c-17.67 0-32 14.33-32 32v144H32c-17.67 0-32 14.33-32 32v32c0 17.67 14.33 32 32 32h144v144c0 17.67 14.33 32 32 32h32c17.67 0 32-14.33 32-32V304h144c17.67 0 32-14.33 32-32v-32c0-17.67-14.33-32-32-32z\"><\/path><\/svg><\/span>\n\t\t\t\t\t\t\t\t<span class=\"elementor-accordion-icon-opened\"><svg class=\"e-font-icon-svg e-fas-minus\" viewBox=\"0 0 448 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M416 208H32c-17.67 0-32 14.33-32 32v32c0 17.67 14.33 32 32 32h384c17.67 0 32-14.33 32-32v-32c0-17.67-14.33-32-32-32z\"><\/path><\/svg><\/span>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t\t\t\t<a class=\"elementor-accordion-title\" tabindex=\"0\">Kako mi ova obuka mo\u017ee koristiti u karijeri?<\/a>\n\t\t\t\t\t<\/div>\n\t\t\t\t\t<div id=\"elementor-tab-content-7145\" class=\"elementor-tab-content elementor-clearfix\" data-tab=\"5\" role=\"region\" aria-labelledby=\"elementor-tab-title-7145\"><p>AB-7011 vam pru\u017ea jasnu i operativnu osnovu o tome kako funkcioni\u0161e moderni kontakt centar u Dynamics 365. Ove ve\u0161tine su korisne za prelazak na uloge kao \u0161to su agent, supervizor, specijalista za operacije kontakt centra ili za doprinos projektima za pobolj\u0161anje korisni\u010dkog iskustva i transformaciju operacija podr\u0161ke.<\/p><\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t\t\t<script type=\"application\/ld+json\">{\"@context\":\"https:\\\/\\\/schema.org\",\"@type\":\"FAQPage\",\"mainEntity\":[{\"@type\":\"Question\",\"name\":\"Koje teme su obuhvac\\u0301ene ovom obukom?\",\"acceptedAnswer\":{\"@type\":\"Answer\",\"text\":\"<div class=\\\"AxqVh\\\"><div class=\\\"OPPzxe\\\"><div class=\\\"QcsUad BDJ8fb BLojaf sMVRZe hCXDsb wneUed\\\"><div class=\\\"usGWQd\\\"><div class=\\\"KkbLmb\\\"><div class=\\\"UdTY9 BwTYAc WdefRb\\\" aria-hidden=\\\"true\\\" data-location=\\\"2\\\"><div class=\\\"kO6q6e\\\" dir=\\\"ltr\\\">Kurs AB-7011 pokriva osnove Dynamics 365 kontakt centra i modernog kontakt centra (CCaaS). 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