Test Prep & K-12

★

MS Learn

free tutorial

Take action from agent conversations using topics and tools in Microsoft Copilot Studio

Build agents that can take action from conversations. Learn how to call tools, invoke agent flows, and make HTTP...

Microsoft Copilot Studio

intermediate

★

MS Learn

free tutorial

Design agent conversations using topics

This module you're introduced topics, a conversation between a user and an agent, and how to create them.

Microsoft Copilot Studio Dynamics Contact Center

beginner

★

MS Learn

free tutorial

Use Power Automate desktop app to interact with windows and applications

Learn how Power Automate desktop app identifies and interacts with UI elements and windows.

Power Platform Power Automate

beginner

★

MS Learn

free course

Introduction to navigating the modern Contact Center

Learn about Dynamics 365 Contact Center.

Dynamics Contact Center

beginner

★

MS Learn

free tutorial

Describe Dynamics 365 Contact Center supervisor experience

Learn how Dynamics 365 Contact Center empowers supervisors with real-time monitoring, analytics, and forecasting to...

Dynamics Contact Center

beginner

★

MS Learn

free tutorial

Describe work allocation capabilities

Learn how Dynamics 365 Contact Center organizes, processes, and assigns work using queues, workstreams, and...

Dynamics Contact Center

beginner

★

MS Learn

free tutorial

Describe Dynamics 365 Contact Center representative experience

Explore how Dynamics 365 Contact Center equips representatives with AI-assisted tools, unified workspaces, and...

Dynamics Contact Center

beginner

★

MS Learn

free tutorial

Explore Dynamics 365 Contact Center

Discover how Dynamics 365 Contact Center delivers AI-driven, omnichannel customer service with Copilot,...

Dynamics Contact Center

beginner

★

MS Learn

free tutorial

Define agreements in Dynamics 365 Field Service

Learn how to define agreements in Dynamics 365 Field Service.

Dynamics 365 Dynamics Field Service

intermediate

★

MS Learn

free tutorial

Work with service-level agreements in Dynamics 365 Customer Service

Learn how to create and manage service-level agreements in Dynamics 365 Customer Service.

Dynamics 365 Dynamics Customer Service

intermediate

★

MS Learn

free tutorial

Use service-level agreements and entitlements in Dynamics 365 Field Service

Learn about service-level agreements and entitlements in Dynamics 365 Field Service.

Dynamics 365 Dynamics Field Service

intermediate

★

MS Learn

free tutorial

Perform fit gap analysis

Learn about performing a fit gap analysis as a solution architect for Dynamics 365 and Microsoft Power Platform.

Dynamics 365 Power Platform

advanced

★

MS Learn

free tutorial

Integrate an agent for Contact Center and Dynamics 365 Customer Service

Learn how to integrate an agent for Contact Center and Dynamics 365 Customer Service.

Dynamics 365 Dynamics Customer Service Ms Copilot

intermediate

★

MS Learn

free tutorial

Build a conversational agent in Copilot Studio - Online workshop

Learn how to create a conversational agent and ground its answers with knowledge sources in Microsoft Copilot Studio.

Ms Copilot

beginner

★

MS Learn

free course

Monitor and optimize Dynamics 365 Contact Center with AI-driven insights

Learn to monitor and optimize Dynamics 365 Contact Center using AI-driven insights. Configure supervisor tools for...

Dynamics 365 Dynamics Contact Center

intermediate

★

MS Learn

free course

Configure channels in Dynamics 365 Contact Center

Learn to configure every customer-facing channel in Dynamics 365 Contact Center. Set up chat and digital messaging...

Dynamics 365 Dynamics Contact Center Microsoft Copilot Studio

intermediate

★

MS Learn

free course

Empower customer service representatives in Dynamics 365 Contact Center

Learn to empower customer service representatives in Dynamics 365 Contact Center. Customize the agent workspace with...

Dynamics 365 Dynamics Contact Center Microsoft Copilot Studio

intermediate

★

MS Learn

free tutorial

Reach customers first with proactive engagement in Dynamics 365 Contact Center

Learn how to configure proactive engagement in Dynamics 365 Contact Center to initiate outbound voice calls and SMS...

Dynamics Contact Center Dynamics 365 Microsoft Copilot Studio

intermediate

★

MS Learn

free course

Implement an AI-powered contact center with Dynamics 365

Learn to implement an AI-powered Dynamics 365 Contact Center. Explore AI-driven architecture and deployment models,...

Dynamics 365 Dynamics Contact Center Microsoft Copilot Studio

intermediate

★

MS Learn

free tutorial

Configure advanced settings for channels in Dynamics 365 Contact Center

Optimize your Dynamics 365 Contact Center deployment by configuring advanced channel settings that improve...

Dynamics Contact Center Dynamics 365 Microsoft Copilot Studio

intermediate

★

MS Learn

free tutorial

Configure the voice channel in Dynamics 365 Contact Center

Learn how to provision the voice channel with Teams Phone, choose a PSTN connectivity option, configure voice queues...

Dynamics Contact Center Dynamics 365

intermediate

★

MS Learn

free tutorial

Configure chat and digital channels in Dynamics 365 Contact Center

Meet your customers where they are. Learn to configure WhatsApp, SMS, live chat, and custom channels in Dynamics 365...

Dynamics Contact Center Dynamics 365

intermediate

★

MS Learn

free tutorial

Describe the foundations of Dynamics 365 customer engagement apps

Learn the essentials of Dynamics 365's customer engagement apps. Navigate features, integrate solutions, and boost...

Dynamics 365 Dynamics Customer Engagement Dynamics Contact Center

beginner

★

MS Learn

free tutorial

Unlock insights with analytics and reporting in Dynamics 365 Contact Center

Learn how to use out-of-the-box analytics dashboards, extend reports with Power BI data model customization and...

Dynamics Contact Center Dynamics 365

intermediate

★

MS Learn

free tutorial

Configure routing in Dynamics 365 Contact Center

Stop routing work items manually. Learn to build an intelligent routing pipeline in Dynamics 365 Contact Center that...

Dynamics 365 Microsoft Copilot Studio

intermediate

★

MS Learn

free tutorial

Configure Dynamics 365 Contact Center core capabilities

Get your Dynamics 365 Contact Center fully operational. Navigate the admin center, optimize the agent workspace,...

Dynamics 365 Microsoft Copilot Studio

intermediate

★

MS Learn

free tutorial

Configure queues in Dynamics 365 Contact Center

Design a queue strategy that gets every customer to the right customer service representative fast. Configure queue...

Dynamics 365

intermediate

★

MS Learn

free tutorial

Introduction to implementing Dynamics 365 Contact Center

Get ready to implement Dynamics 365 Contact Center with confidence. Discover what makes this platform AI-first, how...

Dynamics 365

intermediate

★

MS Learn

free tutorial

Use Multilingual Voice Agents with IVR in Dynamics 365 Contact Center

This module provides detailed guidance on how to use multilingual voice agents that are developed by using Microsoft...

Dynamics 365 Dynamics Contact Center Microsoft Copilot Studio

intermediate

★

MS Learn

free tutorial

Set up a Microsoft Copilot Studio agent for voice

This module explores how to set up a Microsoft Copilot Studio agent to use voice.

Ms Copilot Dynamics Contact Center

intermediate

★

MS Learn

free course

Introduction to service in Dynamics 365

Explore how Dynamics 365 service apps support AI-powered business through autonomous agents, intelligent scheduling,...

Dynamics 365 Dynamics Contact Center Dynamics Customer Engagement

beginner

★

MS Learn

free tutorial

Choose the best Windows upgrade path after Windows 10 end of support

Learn how to assess and recommend the best Windows upgrade path after Windows 10 end of support using structured...

Windows 10 Windows 11

beginner

★

MS Learn

free tutorial

Explore self-service capabilities in Dynamics 365

Master self-service capabilities: Dynamics 365 Customer Service & Contact Center. Learn knowledge creation,...

Dynamics 365 Dynamics Customer Service Dynamics Contact Center

beginner

★

MS Learn

free course

Work with Dynamics 365 Contact Center IVR

Learn about Dynamics 365 Contact Center interactive voice response (IVR).

Dynamics 365 Dynamics Contact Center Microsoft Copilot Studio

intermediate

★

MS Learn

free tutorial

Interact with data in Blazor web apps

Learn how to create a graphical user interface in a Blazor web app by creating and assembling Blazor components....

Blazor Aspnet

intermediate

★

MS Learn

free course

Work with entitlements and service level agreements in Dynamics 365 Customer Service

This learning path focuses on working with entitlements and service level agreements in Microsoft Dynamics 365...

Dynamics 365 Dynamics Customer Service

beginner

★

MS Learn

free tutorial

Extract event log data for process mining

Learn how to extract event log data for process mining.

Power Automate

beginner

★

MS Learn

free course

Create Progressive Web Apps (PWAs) with PWABuilder

PWABuilder is an open-source tool developed by Microsoft that streamlines the process of deploying Progressive Web...

Microsoft Edge

beginner

★

MS Learn

free tutorial

Test and publish Progressive Web Apps (PWAs) for Microsoft Store

Learn to test and publish Progressive Web Apps (PWAs) on various devices and platforms, ensuring seamless user...

Microsoft Edge

intermediate

★

MS Learn

free tutorial

Upgrade and migrate Windows clients

This module examines the fundamentals of upgrading and migrating processes for a single Windows device.

Windows

beginner