{"id":50635,"date":"2026-07-06T10:19:08","date_gmt":"2026-07-06T08:19:08","guid":{"rendered":"https:\/\/eccentrix-eu.com\/?post_type=formation&#038;p=50635"},"modified":"2026-07-07T10:18:38","modified_gmt":"2026-07-07T08:18:38","slug":"obuka-dynamics-365-contact-center-ai-engineer","status":"publish","type":"formation","link":"https:\/\/eccentrix-eu.com\/sr\/obuke\/microsoft\/dynamics-365\/obuka-dynamics-365-contact-center-ai-engineer\/","title":{"rendered":"Microsoft Certified: Dynamics 365 Contact Center AI Engineer Associate (AB250)"},"content":{"rendered":"\t\t<div data-elementor-type=\"wp-post\" data-elementor-id=\"50635\" class=\"elementor elementor-50635 elementor-50628\" data-elementor-post-type=\"formation\">\n\t\t\t\t<div class=\"elementor-element elementor-element-ff99088 e-flex e-con-boxed e-con e-parent\" data-id=\"ff99088\" 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-6d501c43 e-con-full e-flex e-con e-child\" data-id=\"6d501c43\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-948248e elementor-widget elementor-widget-heading\" data-id=\"948248e\" 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\">Transform contact center experiences with AI in Dynamics 365 (AB-250T00)<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-7b734a52 elementor-widget elementor-widget-heading\" data-id=\"7b734a52\" 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\">Plan obuke<\/h3>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-e6fddd6 elementor-widget elementor-widget-accordion\" data-id=\"e6fddd6\" 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-2421\" class=\"elementor-tab-title\" data-tab=\"1\" role=\"button\" aria-controls=\"elementor-tab-content-2421\" 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: Implement an AI-powered contact center with Dynamics 365<\/a>\n\t\t\t\t\t<\/h6>\n\t\t\t\t\t<div id=\"elementor-tab-content-2421\" class=\"elementor-tab-content elementor-clearfix\" data-tab=\"1\" role=\"region\" aria-labelledby=\"elementor-tab-title-2421\"><ul><li>Introduction to implementing Dynamics 365 Contact Center<\/li><li>Configure Dynamics 365 Contact Center core capabilities<\/li><li>Configure queues in Dynamics 365 Contact Center<\/li><li>Configure routing in Dynamics 365 Contact Center<\/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-2422\" class=\"elementor-tab-title\" data-tab=\"2\" role=\"button\" aria-controls=\"elementor-tab-content-2422\" 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: Configure channels in Dynamics 365 Contact Center<\/a>\n\t\t\t\t\t<\/h6>\n\t\t\t\t\t<div id=\"elementor-tab-content-2422\" class=\"elementor-tab-content elementor-clearfix\" data-tab=\"2\" role=\"region\" aria-labelledby=\"elementor-tab-title-2422\"><ul><li>Configure chat and digital channels in Dynamics 365 Contact Center<\/li><li>Configure the voice channel in Dynamics 365 Contact Center<\/li><li>Configure advanced settings for channels in Dynamics 365 Contact Center<\/li><li>Design and deploy intelligent voice agents in Dynamics 365 Contact Center<\/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-2423\" class=\"elementor-tab-title\" data-tab=\"3\" role=\"button\" aria-controls=\"elementor-tab-content-2423\" 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: Empower customer service representatives in Dynamics 365 Contact Center<\/a>\n\t\t\t\t\t<\/h6>\n\t\t\t\t\t<div id=\"elementor-tab-content-2423\" class=\"elementor-tab-content elementor-clearfix\" data-tab=\"3\" role=\"region\" aria-labelledby=\"elementor-tab-title-2423\"><ul><li>Optimize staffing with workforce management in Dynamics 365 Contact Center<\/li><li>Tailor the agent workspace with experience profiles in Dynamics 365 Contact Center<\/li><li>Accelerate service delivery with productivity tools in Dynamics 365 Contact Center<\/li><li>Configure knowledge management in Dynamics 365 Customer Service and Contact Center<\/li><li>Configure AI agents and Copilot in Dynamics 365 Contact Center<\/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-2424\" class=\"elementor-tab-title\" data-tab=\"4\" role=\"button\" aria-controls=\"elementor-tab-content-2424\" 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: Monitor and optimize Dynamics 365 Contact Center with AI-driven insights<\/a>\n\t\t\t\t\t<\/h6>\n\t\t\t\t\t<div id=\"elementor-tab-content-2424\" class=\"elementor-tab-content elementor-clearfix\" data-tab=\"4\" role=\"region\" aria-labelledby=\"elementor-tab-title-2424\"><ul><li>Manage contact center operations with supervisor tools in Dynamics 365 Contact Center<\/li><li>Reach customers first with proactive engagement in Dynamics 365 Contact Center<\/li><li>Unlock insights with analytics and reporting in Dynamics 365 Contact Center<\/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-6a877832 e-con-full e-flex e-con e-child\" data-id=\"6a877832\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-6301d3b elementor-widget elementor-widget-heading\" data-id=\"6301d3b\" 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-dd364dc elementor-widget elementor-widget-text-editor\" data-id=\"dd364dc\" 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>Osnovno znanje koncepata kontakt centra: glasovni i digitalni kanali, redovi \u010dekanja, rutiranje, raspodela posla, uloge (agenti\/supervizori) i metrike usluga. <\/li><li>Poznavanje Dynamics 365 Contact Center-a ili Dynamics 365 Customer Service-a (navigacija, zapisi, aktivnosti\/slu\u010dajevi, iskustvo sa agentima).<\/li><li>Razumevanje koncepata konfiguracije okru\u017eenja i rada: korisnici, uloge, dozvole i principi bezbednosti\/upravljanja.<\/li><li>Iskustvo sa Microsoft Power Platform-om (preporu\u010deno): aplikacije vo\u0111ene modelima i Dataverse koncepti (tabele, kolone, odnosi), jer podr\u017eavaju podatke i procese kontakt centra.<\/li><li>Razumevanje Power Automate-a (tokovi u oblaku): konektori, okida\u010di i akcije za automatizaciju i orkestriranje tokova rada usluga.<\/li><li>Poznavanje Microsoft Copilot-a i moguc\u0301nosti AI agenta (i principi odgovorne AI): bezbedno kori\u0161c\u0301enje podataka, uskla\u0111enost, upravljanje i kontrola pristupa.<\/li><li>Plus: iskustvo u integraciji sa CCaaS re\u0161enjima trec\u0301ih strana i\/ili eksternim izvorima podataka (u zavisnosti od konteksta implementacije).<\/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-c0d659d elementor-widget elementor-widget-heading\" data-id=\"c0d659d\" 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\">Stru\u010dno usavr\u0161avanje i sertifikacija<\/h3>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-0fef742 elementor-widget elementor-widget-video\" data-id=\"0fef742\" data-element_type=\"widget\" data-e-type=\"widget\" data-settings=\"{&quot;youtube_url&quot;:&quot;https:\\\/\\\/youtu.be\\\/QHURgxkz0II&quot;,&quot;video_type&quot;:&quot;youtube&quot;,&quot;controls&quot;:&quot;yes&quot;}\" data-widget_type=\"video.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"elementor-wrapper elementor-open-inline\">\n\t\t\t<div class=\"elementor-video\"><\/div>\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-4bd8f4a elementor-widget elementor-widget-heading\" data-id=\"4bd8f4a\" 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<h4 class=\"elementor-heading-title elementor-size-default\">Struktura ispita<\/h4>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-2fcb543 elementor-widget elementor-widget-text-editor\" data-id=\"2fcb543\" 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 style=\"font-size: 17px;\">Kod ispita: AB-250<\/li><li>Naziv: Transforming Contact Center Experiences with AI in Dynamics 365<\/li><li>Trajanje: 120 minuta<\/li><li>Broj pitanja: 40 do 60<\/li><li>Format pitanja: Vi\u0161estruki izbor, vi\u0161e odgovora, baziran na scenarijima<\/li><li>Prolazna ocena: 700 od 1000<\/li><li>Cena: 165 USD<\/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-77f398f elementor-widget elementor-widget-heading\" data-id=\"77f398f\" 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<h4 class=\"elementor-heading-title elementor-size-default\">Teme ispita<\/h4>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-ffaf3cc elementor-widget elementor-widget-text-editor\" data-id=\"ffaf3cc\" 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>Implementirajte i konfiguri\u0161ite Dynamics 365 kontakt centar (integrisani i samostalni re\u017eimi)<\/li><li>Konfiguri\u0161ite glasovne i digitalne kanale, korisnike, bezbednost i pristup<\/li><li>Implementirajte strategije raspodele i rutiranja radnog opterec\u0301enja za efikasnu i skalabilnu uslugu<\/li><li>Pove\u017eite izvore podataka i integri\u0161ite CCaaS re\u0161enja trec\u0301ih strana<\/li><li>Omoguc\u0301ite i upravljajte moguc\u0301nostima Copilot-a i AI agenta radi pobolj\u0161anja korisni\u010dkog iskustva i produktivnosti agenata<\/li><li>Pratite, analizirajte i optimizujte operacije pomoc\u0301u uvida zasnovanih na AI (kvalitet, performanse, prac\u0301enje)<\/li><\/ul><p><a href=\"https:\/\/learn.microsoft.com\/en-us\/credentials\/certifications\/d365-contact-center-ai-engineer-associate\/?practice-assessment-type=certification\" target=\"_blank\" rel=\"noreferrer noopener\">Pogledajte sve detalje na Microsoft Learn-u &gt;&gt;<\/a><\/p><p><a href=\"https:\/\/arch-center.azureedge.net\/Credentials\/Certification-Poster_en-us.pdf\" target=\"_blank\" rel=\"noopener\" data-lf-fd-inspected-ywvko4xojke7z6bj=\"true\">Pristupite posteru Microsoft sertifikacionih putanja &gt;&gt;<\/a><\/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-8e5cfbe elementor-widget elementor-widget-button\" data-id=\"8e5cfbe\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"button.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<div class=\"elementor-button-wrapper\">\n\t\t\t\t\t<a class=\"elementor-button elementor-button-link elementor-size-sm\" href=\"#exam-success-strategies\">\n\t\t\t\t\t\t<span class=\"elementor-button-content-wrapper\">\n\t\t\t\t\t\t<span class=\"elementor-button-icon\">\n\t\t\t\t<svg aria-hidden=\"true\" class=\"e-font-icon-svg e-fas-arrow-down\" viewBox=\"0 0 448 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M413.1 222.5l22.2 22.2c9.4 9.4 9.4 24.6 0 33.9L241 473c-9.4 9.4-24.6 9.4-33.9 0L12.7 278.6c-9.4-9.4-9.4-24.6 0-33.9l22.2-22.2c9.5-9.5 25-9.3 34.3.4L184 343.4V56c0-13.3 10.7-24 24-24h32c13.3 0 24 10.7 24 24v287.4l114.8-120.5c9.3-9.8 24.8-10 34.3-.4z\"><\/path><\/svg>\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t<span class=\"elementor-button-text\">Pogledajte strategije za uspeh na AB-250 ispitu<\/span>\n\t\t\t\t\t<\/span>\n\t\t\t\t\t<\/a>\n\t\t\t\t<\/div>\n\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-1b56b31 e-flex e-con-boxed e-con e-parent\" data-id=\"1b56b31\" 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-0d6c0ef elementor-widget elementor-widget-heading\" data-id=\"0d6c0ef\" 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 Dynamics 365 Contact Center AI Engineer<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-9b08731 elementor-widget elementor-widget-text-editor\" data-id=\"9b08731\" 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 za in\u017eenjera ve\u0161ta\u010dke inteligencije u kontakt centru Dynamics 365 je namenjen profesionalcima koji \u017eele da dizajniraju, konfiguri\u0161u, implementiraju i podr\u017eavaju re\u0161enja za kontakt centre pobolj\u0161ana ve\u0161ta\u010dkom inteligencijom koristec\u0301i Microsoft Dynamics 365 kontakt centar i autonomne agente orijentisane na usluge. Ovaj kurs vas priprema za ispit AB-250, globalno priznati sertifikat koji potvr\u0111uje va\u0161u sposobnost da izgradite skalabilan i dobro upravljan kontakt centar koji integri\u0161e ljudske predstavnike i moguc\u0301nosti ve\u0161ta\u010dke inteligencije (uklju\u010dujuc\u0301i Copilot i agente) preko glasovnih i digitalnih kanala. Nau\u010dic\u0301ete kako da konfiguri\u0161ete kanale, korisnike, bezbednost, raspodelu radnog opterec\u0301enja, strategije rutiranja i integracije i automatizacije potrebne za optimizaciju anga\u017eovanja kupaca, produktivnosti agenata i prac\u0301enja.<\/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-6f4e47f elementor-widget elementor-widget-heading\" data-id=\"6f4e47f\" 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 poha\u0111ati 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-8fd5c6f elementor-widget elementor-widget-text-editor\" data-id=\"8fd5c6f\" 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>Sertifikacija AB-250 potvr\u0111uje va\u0161u sposobnost da dizajnirate, implementirate i podr\u017eite re\u0161enja za kontakt centre pobolj\u0161ana ve\u0161ta\u010dkom inteligencijom pomoc\u0301u Dynamics 365 Contact Center-a i autonomnih agenata orijentisanih na usluge. Nau\u010dic\u0301ete da pretvorite poslovne i servisne zahteve u konkretnu konfiguraciju: okru\u017eenja (integrisani i autonomni re\u017eimi), glasovne i digitalne kanale, korisnike, bezbednost, strategije raspodele i rutiranja posla, kao i neophodne integracije (izvori podataka i CCaaS re\u0161enja trec\u0301ih strana). Tako\u0111e c\u0301ete razviti ve\u0161tine za aktiviranje moguc\u0301nosti Copilot-a i ve\u0161ta\u010dke inteligencije u okviru bezbednog, uskla\u0111enog i dobro upravljanog okvira kako biste pobolj\u0161ali anga\u017eovanje kupaca, produktivnost agenata i nadzor.<\/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-c7042a4 elementor-widget elementor-widget-heading\" data-id=\"c7042a4\" 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-3ad6e6e elementor-widget elementor-widget-text-editor\" data-id=\"3ad6e6e\" 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>\n<li>Dizajniranje i implementacija inteligentnog kontakt centra<br>Nau\u010dite kako da dizajnirate i implementirate kontakt centar zasnovan na ve\u0161ta\u010dkoj inteligenciji pomoc\u0301u Dynamics 365 Contact Center-a, uzimajuc\u0301i u obzir operativne potrebe, korisni\u010dko iskustvo i produktivnost agenata.<\/li>\n<li>Konfigurisanje okru\u017eenja (ugra\u0111eni i samostalni re\u017eimi)<br>Implementirajte i konfiguri\u0161ite okru\u017eenja kontakt centra u ugra\u0111enim i samostalnim re\u017eimima, u skladu sa va\u0161om arhitekturom i ograni\u010denjima integracije.<\/li>\n<li>Pode\u0161avanje glasovnih i digitalnih kanala<br>Konfiguri\u0161ite glasovne i digitalne kanale i povezane komponente kako biste pru\u017eili dosledno i skalabilno anga\u017eovanje kupaca.&nbsp; Rutiranje, raspodela posla i strategije anga\u017eovanja<\/li>\n<li>Rutiranje, raspodela posla i strategije anga\u017eovanja<br>Konfiguri\u0161ite raspodelu posla, redove \u010dekanja i strategije rutiranja kako biste optimizovali rukovanje pozivima, odre\u0111ivanje prioriteta i operativnu efikasnost.<\/li>\n<li>Bezbednost, upravljanje i konfiguracija korisnika<br>Razumeti kako korisnici, uloge i pode\u0161avanja bezbednosti me\u0111usobno deluju kako bi se osigurao pouzdan, uskla\u0111en i dobro upravljan rad. Copilot, AI agenti i integracije (podaci + CCaaS)<\/li>\n<li>Copilot, AI agenti i integracije (podaci + CCaaS)<br>Aktivirajte i iskoristite moguc\u0301nosti Copilota i AI agenta kako biste pobolj\u0161ali iskustvo kupaca i agenata, uz povezivanje izvora podataka trec\u0301ih strana i CCaaS re\u0161enja po potrebi.<\/li>\n<\/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-beeb488 elementor-widget elementor-widget-heading\" data-id=\"beeb488\" 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\">Obuka za AB-250 koju vodi instruktor<\/h3>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-2426854 elementor-widget elementor-widget-text-editor\" data-id=\"2426854\" 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>Na\u0161a obuka koju vodi instruktor, sertifikovani Microsoft Dynamics 365 Contact Center AI Engineer Associate (AB-250), kombinuje interaktivne sesije u\u017eivo sa prakti\u010dnim ve\u017ebama. Nau\u010dic\u0301ete kako da dizajnirate, konfiguri\u0161ete, primenite i upravljate inteligentnim kontakt centrom sa Dynamics 365 Contact Center-om, omoguc\u0301avajuc\u0301i moguc\u0301nostima Copilot-a i AI agenta da pobolj\u0161aju korisni\u010dko iskustvo i produktivnost agenata preko glasovnih i digitalnih kanala. Tako\u0111e c\u0301ete raditi na klju\u010dnim elementima implementacije: integrisanim i samostalnim re\u017eimima, integraciji sa izvorima podataka trec\u0301ih strana i CCaaS re\u0161enjima, bezbednosti i usmeravanju i distribuciji posla.<\/p><p>Do kraja obuke, bic\u0301ete spremni da maksimizirate vrednost Dynamics 365 Contact Center-a, primenite najbolje prakse u upravljanju i bezbednosti i uspe\u0161no polo\u017eite sertifikacioni ispit AB-250.<\/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-474669b elementor-widget elementor-widget-heading\" data-id=\"474669b\" 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-069606c elementor-widget elementor-widget-text-editor\" data-id=\"069606c\" 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>In\u017eenjeri kontakt centara i stru\u010dnjaci za implementaciju koji dizajniraju, primenjuju i podr\u017eavaju servisna re\u0161enja u Dynamics 365 Contact Center-u.<\/li><li>Konsultanti za Dynamics 365 (korisni\u010dka slu\u017eba\/kontakt centar) koji \u017eele da konfiguri\u0161u glasovne i digitalne kanale, rutiranje, raspodelu radnog opterec\u0301enja i operativna pode\u0161avanja u realnim uslovima.<\/li><li>Administratori Power Platform\/Dataverse-a koji se bave konfiguracijom okru\u017eenja, bezbedno\u0161c\u0301u, upravljanjem i pro\u0161irivanjem tokova rada usluga (automatizacija, integracije).<\/li><li>Poslovni analiti\u010dari\/menad\u017eeri\/supervizori operacija usluga koji \u017eele da strukturiraju moderan kontakt centar kombinujuc\u0301i ljudske agente i moguc\u0301nosti ve\u0161ta\u010dke inteligencije (Copilot, agenti) unutar bezbednog i dobro upravljanog okvira.<\/li><li>Svako ko se priprema za sertifikacioni ispit AB-250 (Microsoft Certified: Dynamics 365 Contact Center AI Engineer Associate).<\/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-8f23db9 elementor-widget elementor-widget-heading\" data-id=\"8f23db9\" 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\">Maksimalno iskoristite svoje stru\u010dno znanje kontakt centra zasnovano na ve\u0161ta\u010dkoj inteligenciji<\/h3>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-cccd068 elementor-widget elementor-widget-text-editor\" data-id=\"cccd068\" 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>Sertifikat Microsoft Certified: Dynamics 365 Contact Center AI Engineer Associate vam pru\u017ea ve\u0161tine za dizajniranje, implementaciju i podr\u0161ku re\u0161enja za kontakt centre pobolj\u0161anih ve\u0161ta\u010dkom inteligencijom koristec\u0301i Dynamics 365 Contact Center i autonomne agente orijentisane na usluge. Upi\u0161ite se danas da biste poja\u010dali svoj uticaj, pobolj\u0161ali anga\u017eovanje kupaca i produktivnost agenata i podr\u017eali svoje poslovne ciljeve robusnom konfiguracijom glasovnih i digitalnih kanala, rutiranja, raspodele posla i moguc\u0301nosti Copilot-a i AI agenata, sve u okviru bezbednog i upravljanog okvira.<\/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-0b0f7a6 e-flex e-con-boxed e-con e-parent\" data-id=\"0b0f7a6\" data-element_type=\"container\" data-e-type=\"container\" id=\"exam-success-strategies\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t\t\t<div class=\"elementor-element elementor-element-903e4bd elementor-widget elementor-widget-heading\" data-id=\"903e4bd\" data-element_type=\"widget\" data-e-type=\"widget\" id=\"exam-success-strategies\" 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\">Strategije za uspeh na AB-250 ispitu<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-6a25e47 elementor-widget elementor-widget-text-editor\" data-id=\"6a25e47\" 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<div class=\"kO6q6e\" dir=\"ltr\">Sticanje AB-250 sertifikacije potvr\u0111uje va\u0161u stru\u010dnost za ve\u0161ta\u010dku inteligenciju u kontakt centru Dynamics 365. Strate\u0161ka priprema, efikasno upravljanje vremenom i optimalne mentalne performanse su podjednako klju\u010dni za maksimiziranje va\u0161ih \u0161ansi za uspeh.<\/div>\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-95ad2d7 elementor-widget elementor-widget-heading\" data-id=\"95ad2d7\" 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\">AB-250 statistika i stope uspe\u0161nosti<\/h3>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-8e0731b elementor-widget elementor-widget-text-editor\" data-id=\"8e0731b\" 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><strong>Prose\u010dna prolaznost:<\/strong>\u00a065-70% iz prvog poku\u0161aja (prosek na nivou Microsoft Associate)<\/li><li><strong>Naj\u010de\u0161\u0107i opseg rezultata:<\/strong>\u00a0720-780 za kandidate koji su polo\u017eili ispit\u00a0<\/li><li><b>Prose\u010dno vreme pripreme i u\u010denja:<\/b>\u00a06-8 nedelja za iskusne programere<\/li><li><strong>Stopa ponovnog polaganja:<\/strong>\u00a025-30% kandidata zahteva drugi poku\u0161aj<\/li><li><strong>Naj\u010de\u0161\u0107e oblasti neuspeha:<\/strong> aspore\u0111ivanje + kanali + bezbednost (integrisani\/samostalni re\u017eimi) (35%), rutiranje + distribucija posla (30%), Copilot + AI agenti (kori\u0161c\u0301enje + upravljanje) (20%), integracije (podaci + CCaaS) + automatizacije (10%), uvidi + prac\u0301enje + optimizacija (5%)<\/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-3f935bb elementor-widget elementor-widget-heading\" data-id=\"3f935bb\" 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\">Pore\u0111enje metoda u\u010denja\u200b<\/h3>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-be0a041 eael-table-align-center eael-dt-th-align-left elementor-widget elementor-widget-eael-data-table\" data-id=\"be0a041\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"eael-data-table.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"eael-data-table-wrap\" data-table_id=\"be0a041\" id=\"eael-data-table-wrapper-be0a041\" data-custom_responsive=\"false\">\n\t\t\t<table class=\"tablesorter eael-data-table center\" id=\"eael-data-table-be0a041\">\n\t\t\t    <thead>\n\t\t\t        <tr class=\"table-header\">\n\t\t\t\t\t\t\t\t\t            <th class=\" sorting\" id=\"\" colspan=\"\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t<span class=\"data-table-header-text\">Pristup u\u010denju<\/span><\/th>\n\t\t\t        \t\t\t\t            <th class=\" sorting\" id=\"\" colspan=\"\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t<span class=\"data-table-header-text\">Trajanje<\/span><\/th>\n\t\t\t        \t\t\t\t            <th class=\" sorting\" id=\"\" colspan=\"\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t<span class=\"data-table-header-text\">Prolaznost<\/span><\/th>\n\t\t\t        \t\t\t\t            <th class=\" sorting\" id=\"\" colspan=\"\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t<span class=\"data-table-header-text\">Najbolje za<\/span><\/th>\n\t\t\t        \t\t\t\t        <\/tr>\n\t\t\t    <\/thead>\n\t\t\t  \t<tbody>\n\t\t\t\t\t\t\t\t\t\t\t<tr>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t   \t\t\t\t\t\t\t\t\t\t\t<td colspan=\"\" rowspan=\"\" class=\"\" id=\"\">\n\t\t\t\t\t\t\t\t\t\t\t\t<div class=\"td-content-wrapper\"><div class=\"td-content\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t<p><strong>Samo prakti\u010dna ve\u017eba<\/strong><\/p>\t\t\t\t\t\t\t\t\t\t\t\t<\/div><\/div>\n\t\t\t\t\t\t\t\t\t\t\t<\/td>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t   \t\t\t\t\t\t\t\t\t\t\t<td colspan=\"\" rowspan=\"\" class=\"\" id=\"\">\n\t\t\t\t\t\t\t\t\t\t\t\t<div class=\"td-content-wrapper\"><div class=\"td-content\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t<p>4-6 nedelja<\/p>\t\t\t\t\t\t\t\t\t\t\t\t<\/div><\/div>\n\t\t\t\t\t\t\t\t\t\t\t<\/td>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t   \t\t\t\t\t\t\t\t\t\t\t<td colspan=\"\" rowspan=\"\" class=\"\" id=\"\">\n\t\t\t\t\t\t\t\t\t\t\t\t<div class=\"td-content-wrapper\"><div class=\"td-content\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t<p>45-55%<\/p>\t\t\t\t\t\t\t\t\t\t\t\t<\/div><\/div>\n\t\t\t\t\t\t\t\t\t\t\t<\/td>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t   \t\t\t\t\t\t\t\t\t\t\t<td colspan=\"\" rowspan=\"\" class=\"\" id=\"\">\n\t\t\t\t\t\t\t\t\t\t\t\t<div class=\"td-content-wrapper\"><div class=\"td-content\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t<p>Napredni profili za kontakt centar \/ Korisni\u010dku slu\u017ebu \/ Power Platform<\/p>\t\t\t\t\t\t\t\t\t\t\t\t<\/div><\/div>\n\t\t\t\t\t\t\t\t\t\t\t<\/td>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/tr>\n\t\t\t        \t\t\t\t\t\t<tr>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t   \t\t\t\t\t\t\t\t\t\t\t<td colspan=\"\" rowspan=\"\" class=\"\" id=\"\">\n\t\t\t\t\t\t\t\t\t\t\t\t<div class=\"td-content-wrapper\"><div class=\"td-content\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t<p><strong>Dokumentacija + prakti\u010dna ve\u017eba<\/strong><\/p>\t\t\t\t\t\t\t\t\t\t\t\t<\/div><\/div>\n\t\t\t\t\t\t\t\t\t\t\t<\/td>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t   \t\t\t\t\t\t\t\t\t\t\t<td colspan=\"\" rowspan=\"\" class=\"\" id=\"\">\n\t\t\t\t\t\t\t\t\t\t\t\t<div class=\"td-content-wrapper\"><div class=\"td-content\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t<p>6-8 nedelja<\/p>\t\t\t\t\t\t\t\t\t\t\t\t<\/div><\/div>\n\t\t\t\t\t\t\t\t\t\t\t<\/td>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t   \t\t\t\t\t\t\t\t\t\t\t<td colspan=\"\" rowspan=\"\" class=\"\" id=\"\">\n\t\t\t\t\t\t\t\t\t\t\t\t<div class=\"td-content-wrapper\"><div class=\"td-content\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t<p>70-75%<\/p>\t\t\t\t\t\t\t\t\t\t\t\t<\/div><\/div>\n\t\t\t\t\t\t\t\t\t\t\t<\/td>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t   \t\t\t\t\t\t\t\t\t\t\t<td colspan=\"\" rowspan=\"\" class=\"\" id=\"\">\n\t\t\t\t\t\t\t\t\t\t\t\t<div class=\"td-content-wrapper\"><div class=\"td-content\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t<p>Metodi\u010dni polaznici<\/p>\t\t\t\t\t\t\t\t\t\t\t\t<\/div><\/div>\n\t\t\t\t\t\t\t\t\t\t\t<\/td>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/tr>\n\t\t\t        \t\t\t\t\t\t<tr>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t   \t\t\t\t\t\t\t\t\t\t\t<td colspan=\"\" rowspan=\"\" class=\"\" id=\"\">\n\t\t\t\t\t\t\t\t\t\t\t\t<div class=\"td-content-wrapper\"><div class=\"td-content\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t<p><strong>Obuka + laboratorije + prakti\u010dna ve\u017eba<\/strong><\/p>\t\t\t\t\t\t\t\t\t\t\t\t<\/div><\/div>\n\t\t\t\t\t\t\t\t\t\t\t<\/td>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t   \t\t\t\t\t\t\t\t\t\t\t<td colspan=\"\" rowspan=\"\" class=\"\" id=\"\">\n\t\t\t\t\t\t\t\t\t\t\t\t<div class=\"td-content-wrapper\"><div class=\"td-content\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t<p>6-9 nedelja<\/p>\t\t\t\t\t\t\t\t\t\t\t\t<\/div><\/div>\n\t\t\t\t\t\t\t\t\t\t\t<\/td>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t   \t\t\t\t\t\t\t\t\t\t\t<td colspan=\"\" rowspan=\"\" class=\"\" id=\"\">\n\t\t\t\t\t\t\t\t\t\t\t\t<div class=\"td-content-wrapper\"><div class=\"td-content\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t<p>85-90%<\/p>\t\t\t\t\t\t\t\t\t\t\t\t<\/div><\/div>\n\t\t\t\t\t\t\t\t\t\t\t<\/td>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t   \t\t\t\t\t\t\t\t\t\t\t<td colspan=\"\" rowspan=\"\" class=\"\" id=\"\">\n\t\t\t\t\t\t\t\t\t\t\t\t<div class=\"td-content-wrapper\"><div class=\"td-content\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t<p>Sveobuhvatna priprema<\/p>\t\t\t\t\t\t\t\t\t\t\t\t<\/div><\/div>\n\t\t\t\t\t\t\t\t\t\t\t<\/td>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/tr>\n\t\t\t        \t\t\t\t\t\t<tr>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t   \t\t\t\t\t\t\t\t\t\t\t<td colspan=\"\" rowspan=\"\" class=\"\" id=\"\">\n\t\t\t\t\t\t\t\t\t\t\t\t<div class=\"td-content-wrapper\"><div class=\"td-content\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t<p><strong>Samo probni testovi<\/strong><\/p>\t\t\t\t\t\t\t\t\t\t\t\t<\/div><\/div>\n\t\t\t\t\t\t\t\t\t\t\t<\/td>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t   \t\t\t\t\t\t\t\t\t\t\t<td colspan=\"\" rowspan=\"\" class=\"\" id=\"\">\n\t\t\t\t\t\t\t\t\t\t\t\t<div class=\"td-content-wrapper\"><div class=\"td-content\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t<p>2-4 nedelje<\/p>\t\t\t\t\t\t\t\t\t\t\t\t<\/div><\/div>\n\t\t\t\t\t\t\t\t\t\t\t<\/td>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t   \t\t\t\t\t\t\t\t\t\t\t<td colspan=\"\" rowspan=\"\" class=\"\" id=\"\">\n\t\t\t\t\t\t\t\t\t\t\t\t<div class=\"td-content-wrapper\"><div class=\"td-content\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t<p>35-45%<\/p>\t\t\t\t\t\t\t\t\t\t\t\t<\/div><\/div>\n\t\t\t\t\t\t\t\t\t\t\t<\/td>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t   \t\t\t\t\t\t\t\t\t\t\t<td colspan=\"\" rowspan=\"\" class=\"\" id=\"\">\n\t\t\t\t\t\t\t\t\t\t\t\t<div class=\"td-content-wrapper\"><div class=\"td-content\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t<p>Nije preporu\u010dljivo<\/p>\t\t\t\t\t\t\t\t\t\t\t\t<\/div><\/div>\n\t\t\t\t\t\t\t\t\t\t\t<\/td>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/tr>\n\t\t\t        \t\t\t    <\/tbody>\n\t\t\t<\/table>\n\t\t<\/div>\n\t  \t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-0eba407 elementor-widget elementor-widget-heading\" data-id=\"0eba407\" 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\">Strate\u0161ki pristup u\u010denju\u200b<\/h3>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-a305262 elementor-widget elementor-widget-text-editor\" data-id=\"a305262\" 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><strong>Napravite vremenski okvir za u\u010denje od 6-8 nedelja<\/strong> \u2013 Nemojte se preforsirati u kratkom vremenu sa u\u010denjem.<\/li><li><strong>Pratite pravilo 70-20-10:<\/strong> 70% prakti\u010dne prakse u Dynamics 365 Contact Center-u (glasovni i digitalni scenariji), koristec\u0301i moguc\u0301nosti Copilot-a i AI agenta kada su dostupne; 20% \u010ditanja dokumentacije (kanali, rutiranje, bezbednost, integracije, upravljanje, odgovorna AI); i 10% prakti\u010dnih ispita\/testova za potvrdu va\u0161eg tempa i identifikaciju eventualnih praznina u va\u0161em znanju.<\/li><li><strong>Fokusirajte se na u\u010denje zasnovano na scenarijima:<\/strong> AB-250 prvenstveno procenjuje va\u0161u sposobnost da dizajnirate, konfiguri\u0161ete i upravljate inteligentnim kontakt centrom u realnim scenarijima, a ne va\u0161u sposobnost pamc\u0301enja definicija. Stoga, radite na osnovu konkretnih scenarija: implementacija (integrisani\/samostalni re\u017eim), konfiguracija kanala, korisnika i bezbednosti, rutiranje i distribucija posla, integracija podataka\/CCaaS, aktivacija Copilot\/AI agenta i prac\u0301enje i optimizacija kroz uvide.<\/li><li><strong>U\u010dite u fokusiranim blokovima od 90 minuta<\/strong> sa pauzama od 15 minuta kako biste maksimizirali zadr\u017eavanje.<\/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-b0d8143 elementor-widget elementor-widget-heading\" data-id=\"b0d8143\" 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\">Uobi\u010dajene gre\u0161ke na ispitu koje treba izbegavati<\/h3>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-77aa66e elementor-widget elementor-widget-text-editor\" data-id=\"77aa66e\" 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><strong>Ne praviti razliku \u201ekontakt centra\u201c sa \u201eklasi\u010dnom\u201c prodajom ili korisni\u010dkom slu\u017ebom:<\/strong> AB-250 se fokusira na Dynamics 365 kontakt centar i upravljanje inteligentnim kontakt centrom (glas + digitalni). Ne prelazite na \u010disto CRM\/prodajne ciljeve, niti na teme \u201euslu\u017eivanja\u201c van kontakt centra, osim ako scenario to ne zahteva.<\/li><li><strong>Potcenjivanje arhitekture implementacije (ugra\u0111ena naspram samostalne):<\/strong> Mnoge gre\u0161ke proizilaze iz lo\u0161eg definisanja preduslova i metode implementacije. Razumeti \u0161ta svaka metoda podrazumeva za integraciju, konfiguraciju i rad.<\/li><li><strong>Kanali, korisnici i bezbednost:<\/strong> razmi\u0161ljajte o \u201efunkcijama\u201c umesto o \u201esistemu\u201c: Ispit testira razumevanje celog sistema kanala + korisnika + bezbednosti. \u201eRadna\u201c konfiguracija tako\u0111e mora biti bezbedna, konzistentna i upravljiva (uloge, pristup, uskla\u0111enost).<\/li><li><strong>Usmeravanje i raspodela posla:<\/strong> zbunjujuc\u0301i redovi, pravila i strategije: Ne znajte samo \u201egde da kliknete\u201c. Razumeti \u201eza\u0161to\u201c: odre\u0111ivanje prioriteta, balansiranje opterec\u0301enja, ve\u0161tine, SLA\/kvalitet i uticaj na iskustvo agenata i kupaca.<\/li><li><strong>Copilot\/AI agenti u odnosu na deterministi\u010dku automatizaciju:<\/strong> Jasno napravite razliku izme\u0111u onoga \u0161to spada pod Copilot\/agente (pomoc\u0301, inteligencija, vo\u0111ene akcije) i onoga \u0161to spada pod Power Automate\/pravila (deterministi\u010dka orkestracija). Ispit nagla\u0161ava izbor prave poluge za potrebe.<\/li><li><strong>AI agenti \u2013 kori\u0161c\u0301enje, ograni\u010denja, prac\u0301enje i upravljanje:<\/strong> Ne fokusirajte se isklju\u010divo na \u201e\u0161ta agent mo\u017ee da uradi\u201c. Savladajte i okvir: kori\u0161c\u0301ene podatke, dozvole, uskla\u0111enost, prac\u0301enje, nadzor\/prac\u0301enje i odgovorne principe AI.<\/li><li><strong>Integracije \u2013 ignori\u0161ete zavisnosti (podaci + CCaaS trec\u0301e strane):<\/strong> AB-250 pokriva povezivanje izvora podataka i CCaaS re\u0161enja trec\u0301e strane. Tipi\u010dne zamke: pretpostavke o konektorima, lo\u0161e razumevanje tokova podataka i propusti u vezi sa bezbedno\u0161c\u0301u\/pristupom.<\/li><li><strong>Uvidi i optimizacija \u2013 ne me\u0161ajte \u201ekontrolne table\u201c sa operativnim upravljanjem:<\/strong> Uvidi treba da slu\u017ee prac\u0301enju i kontinuiranom pobolj\u0161anju (kvalitet, performanse, efikasnost). Izbegavajte konfiguracije koje proizvode \u201e\u0161um\u201c umesto indikatora koji se mogu preduzeti.<\/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-887e1e9 elementor-widget elementor-widget-heading\" data-id=\"887e1e9\" 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\">Raspodela te\u017eine po temama<\/h3>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-963e4b0 eael-table-align-center eael-dt-th-align-left elementor-widget elementor-widget-eael-data-table\" data-id=\"963e4b0\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"eael-data-table.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"eael-data-table-wrap\" data-table_id=\"963e4b0\" id=\"eael-data-table-wrapper-963e4b0\" data-custom_responsive=\"false\">\n\t\t\t<table class=\"tablesorter eael-data-table center\" id=\"eael-data-table-963e4b0\">\n\t\t\t    <thead>\n\t\t\t        <tr class=\"table-header\">\n\t\t\t\t\t\t\t\t\t            <th class=\" sorting\" id=\"\" colspan=\"\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t<span class=\"data-table-header-text\">Oblast ispita<\/span><\/th>\n\t\t\t        \t\t\t\t            <th class=\" sorting\" id=\"\" colspan=\"\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t<span class=\"data-table-header-text\">Te\u017eina<\/span><\/th>\n\t\t\t        \t\t\t\t            <th class=\" sorting\" id=\"\" colspan=\"\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t<span class=\"data-table-header-text\">Fokus oblasti<\/span><\/th>\n\t\t\t        \t\t\t\t            <th class=\" sorting\" id=\"\" colspan=\"\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t<span class=\"data-table-header-text\">Prioritet<\/span><\/th>\n\t\t\t        \t\t\t\t        <\/tr>\n\t\t\t    <\/thead>\n\t\t\t  \t<tbody>\n\t\t\t\t\t\t\t\t\t\t\t<tr>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t   \t\t\t\t\t\t\t\t\t\t\t<td colspan=\"\" rowspan=\"\" class=\"\" id=\"\">\n\t\t\t\t\t\t\t\t\t\t\t\t<div class=\"td-content-wrapper\"><div class=\"td-content\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t<p><strong>Implementacija i konfigurisanje kontakt centra Dynamics 365 (integrisani\/samostalni re\u017eimi)<\/strong><\/p>\t\t\t\t\t\t\t\t\t\t\t\t<\/div><\/div>\n\t\t\t\t\t\t\t\t\t\t\t<\/td>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t   \t\t\t\t\t\t\t\t\t\t\t<td colspan=\"\" rowspan=\"\" class=\"\" id=\"\">\n\t\t\t\t\t\t\t\t\t\t\t\t<div class=\"td-content-wrapper\"><div class=\"td-content\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t<p>25-30%<\/p>\t\t\t\t\t\t\t\t\t\t\t\t<\/div><\/div>\n\t\t\t\t\t\t\t\t\t\t\t<\/td>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t   \t\t\t\t\t\t\t\t\t\t\t<td colspan=\"\" rowspan=\"\" class=\"\" id=\"\">\n\t\t\t\t\t\t\t\t\t\t\t\t<div class=\"td-content-wrapper\"><div class=\"td-content\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t<p>Preduslovi, okru\u017eenja, kanali, korisnici, bezbednost, operativnost<\/p>\t\t\t\t\t\t\t\t\t\t\t\t<\/div><\/div>\n\t\t\t\t\t\t\t\t\t\t\t<\/td>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t   \t\t\t\t\t\t\t\t\t\t\t<td colspan=\"\" rowspan=\"\" class=\"\" id=\"\">\n\t\t\t\t\t\t\t\t\t\t\t\t<div class=\"td-content-wrapper\"><div class=\"td-content\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t<p>Kriti\u010dno<\/p>\t\t\t\t\t\t\t\t\t\t\t\t<\/div><\/div>\n\t\t\t\t\t\t\t\t\t\t\t<\/td>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/tr>\n\t\t\t        \t\t\t\t\t\t<tr>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t   \t\t\t\t\t\t\t\t\t\t\t<td colspan=\"\" rowspan=\"\" class=\"\" id=\"\">\n\t\t\t\t\t\t\t\t\t\t\t\t<div class=\"td-content-wrapper\"><div class=\"td-content\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t<p><strong>Konfiguri\u0161ite kanale, rutiranje i distribuciju poslova<\/strong><\/p>\t\t\t\t\t\t\t\t\t\t\t\t<\/div><\/div>\n\t\t\t\t\t\t\t\t\t\t\t<\/td>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t   \t\t\t\t\t\t\t\t\t\t\t<td colspan=\"\" rowspan=\"\" class=\"\" id=\"\">\n\t\t\t\t\t\t\t\t\t\t\t\t<div class=\"td-content-wrapper\"><div class=\"td-content\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t<p>30-35%<\/p>\t\t\t\t\t\t\t\t\t\t\t\t<\/div><\/div>\n\t\t\t\t\t\t\t\t\t\t\t<\/td>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t   \t\t\t\t\t\t\t\t\t\t\t<td colspan=\"\" rowspan=\"\" class=\"\" id=\"\">\n\t\t\t\t\t\t\t\t\t\t\t\t<div class=\"td-content-wrapper\"><div class=\"td-content\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t<p>Strategije rutiranja, redovi \u010dekanja, odre\u0111ivanje prioriteta, raspodela posla, iskustvo agenta\/supervizora<\/p>\t\t\t\t\t\t\t\t\t\t\t\t<\/div><\/div>\n\t\t\t\t\t\t\t\t\t\t\t<\/td>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t   \t\t\t\t\t\t\t\t\t\t\t<td colspan=\"\" rowspan=\"\" class=\"\" id=\"\">\n\t\t\t\t\t\t\t\t\t\t\t\t<div class=\"td-content-wrapper\"><div class=\"td-content\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t<p>Kriti\u010dno<\/p>\t\t\t\t\t\t\t\t\t\t\t\t<\/div><\/div>\n\t\t\t\t\t\t\t\t\t\t\t<\/td>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/tr>\n\t\t\t        \t\t\t\t\t\t<tr>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t   \t\t\t\t\t\t\t\t\t\t\t<td colspan=\"\" rowspan=\"\" class=\"\" id=\"\">\n\t\t\t\t\t\t\t\t\t\t\t\t<div class=\"td-content-wrapper\"><div class=\"td-content\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t<p><strong>Copilot i AI agenti: aktivacija, kori\u0161c\u0301enje, prac\u0301enje i upravljanje<\/strong><\/p>\t\t\t\t\t\t\t\t\t\t\t\t<\/div><\/div>\n\t\t\t\t\t\t\t\t\t\t\t<\/td>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t   \t\t\t\t\t\t\t\t\t\t\t<td colspan=\"\" rowspan=\"\" class=\"\" id=\"\">\n\t\t\t\t\t\t\t\t\t\t\t\t<div class=\"td-content-wrapper\"><div class=\"td-content\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t<p>25-30%<\/p>\t\t\t\t\t\t\t\t\t\t\t\t<\/div><\/div>\n\t\t\t\t\t\t\t\t\t\t\t<\/td>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t   \t\t\t\t\t\t\t\t\t\t\t<td colspan=\"\" rowspan=\"\" class=\"\" id=\"\">\n\t\t\t\t\t\t\t\t\t\t\t\t<div class=\"td-content-wrapper\"><div class=\"td-content\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t<p>Copilot, agenti ve\u0161ta\u010dke inteligencije, bezbednost podataka, uskla\u0111enost, odgovorna ve\u0161ta\u010dka inteligencija, nadzor<\/p>\t\t\t\t\t\t\t\t\t\t\t\t<\/div><\/div>\n\t\t\t\t\t\t\t\t\t\t\t<\/td>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t   \t\t\t\t\t\t\t\t\t\t\t<td colspan=\"\" rowspan=\"\" class=\"\" id=\"\">\n\t\t\t\t\t\t\t\t\t\t\t\t<div class=\"td-content-wrapper\"><div class=\"td-content\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t<p>Kriti\u010dno<\/p>\t\t\t\t\t\t\t\t\t\t\t\t<\/div><\/div>\n\t\t\t\t\t\t\t\t\t\t\t<\/td>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/tr>\n\t\t\t        \t\t\t\t\t\t<tr>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t   \t\t\t\t\t\t\t\t\t\t\t<td colspan=\"\" rowspan=\"\" class=\"\" id=\"\">\n\t\t\t\t\t\t\t\t\t\t\t\t<div class=\"td-content-wrapper\"><div class=\"td-content\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t<p><strong>Integracije, podaci i operativna optimizacija<\/strong><\/p>\t\t\t\t\t\t\t\t\t\t\t\t<\/div><\/div>\n\t\t\t\t\t\t\t\t\t\t\t<\/td>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t   \t\t\t\t\t\t\t\t\t\t\t<td colspan=\"\" rowspan=\"\" class=\"\" id=\"\">\n\t\t\t\t\t\t\t\t\t\t\t\t<div class=\"td-content-wrapper\"><div class=\"td-content\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t<p>10-15%<\/p>\t\t\t\t\t\t\t\t\t\t\t\t<\/div><\/div>\n\t\t\t\t\t\t\t\t\t\t\t<\/td>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t   \t\t\t\t\t\t\t\t\t\t\t<td colspan=\"\" rowspan=\"\" class=\"\" id=\"\">\n\t\t\t\t\t\t\t\t\t\t\t\t<div class=\"td-content-wrapper\"><div class=\"td-content\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t<p>Izvori podataka, integracija sa CcaaS-om trec\u0301ih strana, automatizacija, uvidi, kontinuirano unapre\u0111enje<\/p>\t\t\t\t\t\t\t\t\t\t\t\t<\/div><\/div>\n\t\t\t\t\t\t\t\t\t\t\t<\/td>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t   \t\t\t\t\t\t\t\t\t\t\t<td colspan=\"\" rowspan=\"\" class=\"\" id=\"\">\n\t\t\t\t\t\t\t\t\t\t\t\t<div class=\"td-content-wrapper\"><div class=\"td-content\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t<p>Visoko<\/p>\t\t\t\t\t\t\t\t\t\t\t\t<\/div><\/div>\n\t\t\t\t\t\t\t\t\t\t\t<\/td>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/tr>\n\t\t\t        \t\t\t    <\/tbody>\n\t\t\t<\/table>\n\t\t<\/div>\n\t  \t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-22c00a3 elementor-widget elementor-widget-heading\" data-id=\"22c00a3\" 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\">Upravljanje vremenom na dan ispita\u200b<\/h3>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-81fec41 elementor-widget elementor-widget-text-editor\" data-id=\"81fec41\" 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><div class=\"kO6q6e\" dir=\"ltr\"><strong>U proseku, dodelite 90 sekundi<\/strong> po pitanju &#8211; ovo daje vremenski rezervni prostor za slo\u017eene scenarije.<\/div><\/li><li><div class=\"kO6q6e\" dir=\"ltr\"><strong>Prvo u potpunosti pro\u010ditajte studije slu\u010daja<\/strong> pre nego \u0161to poku\u0161ate da odgovorite na srodna pitanja.<\/div><\/li><li><div class=\"kO6q6e\" dir=\"ltr\"><strong>Ozna\u010dite neizvesna pitanja i vratite se na njih<\/strong> &#8211; nemojte se zaglaviti na te\u0161kim stavkama.<\/div><\/li><li><div class=\"kO6q6e\" dir=\"ltr\"><strong>Ostavite 15 minuta na kraju<\/strong> za pregled ozna\u010denih pitanja i proveru odgovora.<\/div><\/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-e546a70 elementor-widget elementor-widget-heading\" data-id=\"e546a70\" 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\">Upravljanje stresom i performansama na ispitu<\/h3>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-9033c62 elementor-widget elementor-widget-text-editor\" data-id=\"9033c62\" 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><strong>Spavajte 7\u20138 sati kvalitetno no\u0107 pre ispita<\/strong> \u2013 izbegavajte u\u010denje u poslednjem trenutku<\/li><li><strong>Do\u0111ite 30 minuta ranije<\/strong> kako biste se smirili i zavr\u0161ili proces prijave bez \u017eurbe<\/li><li><strong>Koristite tehnike dubokog disanja<\/strong> ako se tokom ispita osetite preoptere\u0107eno<\/li><li><strong>Verujte svojoj pripremi<\/strong> \u2013 va\u0161 prvi instinkt je obi\u010dno ta\u010dan kada su u pitanju scenario<\/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-e1eac75 elementor-widget elementor-widget-heading\" data-id=\"e1eac75\" 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\">Tehni\u010dki saveti za pripremu\u200b<\/h3>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-af3769b elementor-widget elementor-widget-text-editor\" data-id=\"af3769b\" 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><div class=\"mb-1 mt-2 whitespace-pre-line leading-relaxed first:mt-0\" data-sentry-component=\"P\" data-sentry-source-file=\"p.tsx\"><strong>Ve\u017ebajte sa zvani\u010dnim AB-250 sadr\u017eajem i kompletnim scenarijima kontakt centra:<\/strong> Fokusirajte se na ve\u017ebe od po\u010detka do kraja: implementacija okru\u017eenja (integrisani i samostalni re\u017eimi), konfigurisanje glasovnih i digitalnih kanala, pode\u0161avanje rutiranja i raspodele posla, a zatim validacija u uslovima skoro realnim.<\/div><\/li><li><div class=\"mb-1 mt-2 whitespace-pre-line leading-relaxed first:mt-0\" data-sentry-component=\"P\" data-sentry-source-file=\"p.tsx\"><strong>Savladajte osnove Power Platform\/Dataverse-a (obavezno):<\/strong> Uverite se da temeljno razumete tabele, kolone, odnose, uloge\/bezbednost i upravljanje, jer ovi elementi uti\u010du na pouzdanost podataka, automatizaciju i iskustvo agenta\/supervizora.<\/div><\/li><li><div class=\"mb-1 mt-2 whitespace-pre-line leading-relaxed first:mt-0\" data-sentry-component=\"P\" data-sentry-source-file=\"p.tsx\"><strong>Razumite moderne operacije kontakt centra:<\/strong> Ve\u017ebajte klju\u010dne koncepte (redovi \u010dekanja, odre\u0111ivanje prioriteta, strategije rutiranja, uloge agenta\/supervizora, kvalitet usluge) i proverite uticaj va\u0161ih izbora na operativnu efikasnost i iskustvo kupaca.<\/div><\/li><li><div class=\"mb-1 mt-2 whitespace-pre-line leading-relaxed first:mt-0\" data-sentry-component=\"P\" data-sentry-source-file=\"p.tsx\"><strong>Radite na ve\u0161ta\u010dkoj inteligenciji primenjenoj na uslugu:<\/strong> Copilot i moguc\u0301nosti ve\u0161ta\u010dke inteligencije (kori\u0161c\u0301enje + upravljanje): Ve\u017ebajte aktiviranje i kori\u0161c\u0301enje Copilota\/agenata za pobolj\u0161anje podr\u0161ke agenta i anga\u017eovanja kupaca, uz po\u0161tovanje zahteva za bezbednost, uskla\u0111enost, prac\u0301enje i odgovornu ve\u0161ta\u010dku inteligenciju.<\/div><\/li><li><div class=\"mb-1 mt-2 whitespace-pre-line leading-relaxed first:mt-0\" data-sentry-component=\"P\" data-sentry-source-file=\"p.tsx\"><strong>Ve\u017ebajte integracije (podaci + CCaaS re\u0161enja trec\u0301ih strana) i automatizaciju:<\/strong> Upoznajte se sa povezivanjem izvora podataka i, gde je to relevantno, integracijom CCaaS re\u0161enja trec\u0301ih strana, kao i kori\u0161c\u0301enjem Power Automate-a za orkestriranje tokova rada servisa.<\/div><\/li><li><div class=\"mb-1 mt-2 whitespace-pre-line leading-relaxed first:mt-0\" data-sentry-component=\"P\" data-sentry-source-file=\"p.tsx\"><strong>Ne zamenjujte ve\u017ebanje testiranjem:<\/strong> Prakti\u010dni testovi su korisni za validaciju va\u0161eg nivoa ve\u0161tina, ali uspeh prvenstveno zavisi od va\u0161e sposobnosti da primenite koncepte u realnim scenarijima (konfiguracija + rad + upravljanje).<\/div><\/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-8ecd617 elementor-widget elementor-widget-heading\" data-id=\"8ecd617\" 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\">Priprema u poslednjoj nedelji<\/h3>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-be2105b elementor-widget elementor-widget-text-editor\" data-id=\"be2105b\" 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><strong>Uradite 2\u20133 probna testa<\/strong> kako biste identifikovali nedostatke u znanju i stekli samopouzdanje<\/li><li><strong>Pregledajte zvani\u010dne ispitne ciljeve<\/strong> Microsoft-a jo\u0161 jednom<\/li><li><strong>Izbegavajte u\u010denje novih koncepata<\/strong> \u2013 fokusirajte se na u\u010dvr\u0161c\u0301ivanje onoga \u0161to vec\u0301 znate<\/li><li><strong>Pripremite logistiku za dan ispita<\/strong> \u2013 put do test centra, potrebna identifikacija, vreme dolaska<\/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-6c14228 elementor-widget elementor-widget-heading\" data-id=\"6c14228\" 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\">Strategije za mentalnu pripremu<\/h3>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-1fe91ae elementor-widget elementor-widget-text-editor\" data-id=\"1fe91ae\" 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><strong>Vizualizujte scenarije uspeha<\/strong> &#8211; zamislite sebe kako samouvereno odgovarate na pitanja.<\/li><li><strong>Podsetite se svog prakti\u010dnog iskustva<\/strong> &#8211; verovatno ste vec\u0301 konfigurisali mnoge Dynamics 365 usluge.<\/li><li><strong>Ostanite pozitivni tokom te\u0161kih pitanja<\/strong> &#8211; svaki kandidat se suo\u010dava sa izazovnim scenarijima.<\/li><li><strong>Zapamtite da je prosek 700\/1000<\/strong> &#8211; nije vam potreban savr\u0161enstvo, samo solidna kompetencija.<\/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-44aee2d elementor-widget elementor-widget-heading\" data-id=\"44aee2d\" 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\">Kako zakazati AB-250 ispit<\/h3>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-5b20c4a elementor-widget elementor-widget-text-editor\" data-id=\"5b20c4a\" 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><strong>Zvani\u010dni provajder testiranja:<\/strong> Pearson VUE je ovla\u0161\u0107eni partner Microsoft-a za AB-250 ispit<\/li><li><strong>Proces zakazivanja:<\/strong> Kreirajte Pearson VUE nalog, pretra\u017eite \u201cAB-250\u201d, izaberite \u017eeljeni test centar i datum<\/li><li><strong>Cena ispita<\/strong>: 165 USD (cena mo\u017ee varirati u zavisnosti od regiona i valute) \u2013 nije uklju\u010dena u cenu obuke<\/li><li><strong>Vreme zakazivanja:<\/strong> Rezervi\u0161ite termin najmanje 1\u20132 nedelje unapred za bolji izbor termina<\/li><li><strong>Politika promene termina:<\/strong> Besplatno preme\u0161tanje termina do 24 sata pre zakazanog ispita<\/li><li><strong>Potrebna identifikacija:<\/strong> Li\u010dni dokument sa fotografijom izdat od strane dr\u017eave (paso\u0161, voza\u010dka dozvola) koji ta\u010dno odgovara imenu sa registracije<\/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-50fefc8 elementor-widget elementor-widget-text-editor\" data-id=\"50fefc8\" 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><strong>Mindset za uspeh:<\/strong> Pristupite AB-250 ispitu kao potvrdi va\u0161ih postojec\u0301ih ve\u0161tina kontakt centra pobolj\u0161anih ve\u0161tinom pomoc\u0301u Dynamics 365 Contact Center-a, a ne kao testu napamet nau\u010denih \u010dinjenica. Va\u0161e prakti\u010dno iskustvo sa konceptima kontakt centra (glasovni i digitalni kanali, rutiranje, raspodela opterec\u0301enja), konfiguracijom korisnika i bezbednosti i kori\u0161c\u0301enjem moguc\u0301nosti Copilot-a i AI agenta (sa pristupom upravljanja, uskla\u0111enosti i odgovornog AI) je va\u0161a najvec\u0301a prednost. Ova sertifikacija pokazuje va\u0161u sposobnost da dizajnirate, implementirate i podr\u017eavate moderna servisna re\u0161enja gde ljudski agenti i AI moguc\u0301nosti rade zajedno u bezbednom, skalabilnom i dobro upravljanom okru\u017eenju.<\/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-d153894 e-flex e-con-boxed e-con e-parent\" data-id=\"d153894\" 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-d334497 elementor-widget elementor-widget-heading\" data-id=\"d334497\" 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 o Microsoft Certified: Dynamics 365 Contact Center AI Engineer Associate (AB-250) obuci (FAQ)<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-860b870 elementor-widget elementor-widget-accordion\" data-id=\"860b870\" 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-1401\" class=\"elementor-tab-title\" data-tab=\"1\" role=\"button\" aria-controls=\"elementor-tab-content-1401\" 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 vas ova obuka priprema za AB-250 sertifikaciju?<\/a>\n\t\t\t\t\t<\/h6>\n\t\t\t\t\t<div id=\"elementor-tab-content-1401\" class=\"elementor-tab-content elementor-clearfix\" data-tab=\"1\" role=\"region\" aria-labelledby=\"elementor-tab-title-1401\"><p>Da. Obuka je osmi\u0161ljena da vas pripremi za ispit AB-250 i sertifikat Microsoft Certified: Dynamics 365 Contact Center AI Engineer Associate, koji pokriva klju\u010dne ve\u0161tine vezane za Dynamics 365 Contact Center, ugra\u0111ene moguc\u0301nosti ve\u0161ta\u010dke inteligencije i rad modernog kontakt centra.<\/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<h6 id=\"elementor-tab-title-1402\" class=\"elementor-tab-title\" data-tab=\"2\" role=\"button\" aria-controls=\"elementor-tab-content-1402\" 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<\/h6>\n\t\t\t\t\t<div id=\"elementor-tab-content-1402\" class=\"elementor-tab-content elementor-clearfix\" data-tab=\"2\" role=\"region\" aria-labelledby=\"elementor-tab-title-1402\"><p>Namenjena je stru\u010dnjacima za implementaciju (konsultantima, administratorima, in\u017eenjerima kontakt centara) koji dizajniraju, implementiraju i podr\u017eavaju re\u0161enja za kontakt centre i koji \u017eele da unaprede svoje ve\u0161tine u konfiguraciji kanala, rutiranju, bezbednosti i moguc\u0301nostima ve\u0161ta\u010dke inteligencije.<\/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<h6 id=\"elementor-tab-title-1403\" class=\"elementor-tab-title\" data-tab=\"3\" role=\"button\" aria-controls=\"elementor-tab-content-1403\" 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\">\u0160ta c\u0301ete ta\u010dno nau\u010diti?<\/a>\n\t\t\t\t\t<\/h6>\n\t\t\t\t\t<div id=\"elementor-tab-content-1403\" class=\"elementor-tab-content elementor-clearfix\" data-tab=\"3\" role=\"region\" aria-labelledby=\"elementor-tab-title-1403\"><p>Nau\u010dic\u0301ete kako da konfiguri\u0161ete i upravljate inteligentnim kontakt centrom: raspore\u0111ivanje (integrisani\/samostalni re\u017eimi), konfiguracija glasovnih i digitalnih kanala, upravljanje korisnicima i bezbedno\u0161c\u0301u, strategije raspodele i rutiranja posla, integracija izvora podataka i CCaaS re\u0161enja trec\u0301ih strana i aktivacija moguc\u0301nosti Copilot-a i AI agenta.<\/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<h6 id=\"elementor-tab-title-1404\" class=\"elementor-tab-title\" data-tab=\"4\" role=\"button\" aria-controls=\"elementor-tab-content-1404\" 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 vec\u0301 treba da znate Dynamics 365 Contact Center ili Power Platform?<\/a>\n\t\t\t\t\t<\/h6>\n\t\t\t\t\t<div id=\"elementor-tab-content-1404\" class=\"elementor-tab-content elementor-clearfix\" data-tab=\"4\" role=\"region\" aria-labelledby=\"elementor-tab-title-1404\"><p>Preporu\u010duje se. Poznavanje koncepata kontakt centra i osnova Power Platform\/Dataverse-a c\u0301e vam pomoc\u0301i da br\u017ee napredujete. Iskustvo sa Copilot\/AI agentima je prednost.<\/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<h6 id=\"elementor-tab-title-1405\" class=\"elementor-tab-title\" data-tab=\"5\" role=\"button\" aria-controls=\"elementor-tab-content-1405\" 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 je obuka prakti\u010dna?<\/a>\n\t\t\t\t\t<\/h6>\n\t\t\t\t\t<div id=\"elementor-tab-content-1405\" class=\"elementor-tab-content elementor-clearfix\" data-tab=\"5\" role=\"region\" aria-labelledby=\"elementor-tab-title-1405\"><p>Da. Kombinuje vo\u0111ena obja\u0161njenja i prakti\u010dne ve\u017ebe kako bi vas obu\u010dio u realnim scenarijima (konfiguracija, rutiranje, bezbednost, integracije, ve\u0161ta\u010dka inteligencija, prac\u0301enje).<\/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<h6 id=\"elementor-tab-title-1406\" class=\"elementor-tab-title\" data-tab=\"6\" role=\"button\" aria-controls=\"elementor-tab-content-1406\" 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\">Koliko vremena treba da izdvojim za pripremu ispita?<\/a>\n\t\t\t\t\t<\/h6>\n\t\t\t\t\t<div id=\"elementor-tab-content-1406\" class=\"elementor-tab-content elementor-clearfix\" data-tab=\"6\" role=\"region\" aria-labelledby=\"elementor-tab-title-1406\"><p>Zavisi od va\u0161eg iskustva. Generalno, planirajte nekoliko nedelja, uklju\u010dujuc\u0301i prakti\u010dnu praksu, \u010ditanje dokumentacije i testiranje. Cilj je savladati kompletne scenarije kontakt centra (raspore\u0111ivanje \u2192 konfiguracija \u2192 rad \u2192 optimizacija).<\/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<h6 id=\"elementor-tab-title-1407\" class=\"elementor-tab-title\" data-tab=\"7\" role=\"button\" aria-controls=\"elementor-tab-content-1407\" 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 obuka pokriva integraciju sa CcaaS re\u0161enjima trec\u0301ih strana?<\/a>\n\t\t\t\t\t<\/h6>\n\t\t\t\t\t<div id=\"elementor-tab-content-1407\" class=\"elementor-tab-content elementor-clearfix\" data-tab=\"7\" role=\"region\" aria-labelledby=\"elementor-tab-title-1407\"><p>Da, kurs AB-250 uklju\u010duje povezivanje izvora podataka i integraciju CCaaS re\u0161enja trec\u0301ih strana, u zavisnosti od scenarija implementacije.<\/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<h6 id=\"elementor-tab-title-1408\" class=\"elementor-tab-title\" data-tab=\"8\" role=\"button\" aria-controls=\"elementor-tab-content-1408\" 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 se obuka nudi u privatnoj onlajn u\u010dionici?<\/a>\n\t\t\t\t\t<\/h6>\n\t\t\t\t\t<div id=\"elementor-tab-content-1408\" class=\"elementor-tab-content elementor-clearfix\" data-tab=\"8\" role=\"region\" aria-labelledby=\"elementor-tab-title-1408\"><p>Da, odr\u017eava se online, sa instruktorom, u skladu sa va\u0161om dostupno\u0161c\u0301u i ciljevima.<\/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\":\"Da li vas ova obuka priprema za AB-250 sertifikaciju?\",\"acceptedAnswer\":{\"@type\":\"Answer\",\"text\":\"<p>Da. 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