This page lists exercises associated with Microsoft skilling content on Microsoft Learn
Exercise 01 - Provision your Dynamics 365 Contact Center trial
Level: 200 | Duration: 10 minutes
Sign up for a Dynamics 365 Contact Center trial, configure initial settings, enable Copilot data movement, and verify that your environment is ready for the course exercises.
Exercise 02 - Configure users, security roles, and capacity profiles
Level: 200 | Duration: 10 minutes
Configure role persona mappings, create a capacity profile, assign it to a user, and create a skill in preparation for routing exercises.
Exercise 03 - Explore the Copilot Service admin center and agent workspace
Level: 100 | Duration: 10 minutes
Navigate the Copilot Service admin center sections, explore user management settings, and familiarize yourself with the Copilot Service workspace.
Exercise 04 - Configure queues and workstreams
Level: 300 | Duration: 25 minutes
Create a messaging workstream and an advanced queue for Contoso Coffee, configure operating hours, overflow handling, and the assignment method.
Exercise 05 - Configure routing rules and skill-based routing
Level: 300 | Duration: 45 minutes
Enable skill-based routing, create a work classification ruleset that categorizes incoming conversations by customer, configure a route-to-queue ruleset, and attach both to the Contoso Chat Workstream.
Exercise 06 - Configure the live chat widget
Level: 300 | Duration: 50 minutes
Create and configure a live chat channel for Contoso Coffee, including widget appearance, automated messages, pre-chat survey, and proactive chat. Then test and validate the channel end to end.
Exercise 07 - Provision the voice channel
Level: 300 | Duration: 25 minutes
Provision the Dynamics 365 Contact Center voice channel by acquiring an ACS phone number, configuring a voice workstream, and setting up inbound routing.
Exercise 08 - Configure advanced channel settings
Level: 300 | Duration: 20 minutes
Configure conversation lifecycle settings, consult and transfer limits, message templates, custom presence statuses, and automatic customer identification for Contoso Coffee.
Exercise 09 - Configure and deploy a voice agent
Level: 300 | Duration: 40 minutes
Create a Copilot Studio voice agent with generative AI orchestration, configure user consent and DTMF input, enable call recording with consent, and deploy the agent to the Contoso Voice Workstream.
Exercise 10 - Configure experience profiles and workspace templates
Level: 300 | Duration: 30 minutes
Create an experience profile for Contoso Coffee customer support representatives, configure session and notification templates, associate templates with the chat workstream, and enable the inbox.
Exercise 11 - Configure scripts, macros, and productivity tools
Level: 300 | Duration: 30 minutes
Create an agent script with guided steps for Contoso Coffee chat conversations, build a macro that creates a case automatically, and configure rules-based suggested contacts for Teams collaboration.
Exercise 12 - Enable Teams chat collaboration
Level: 300 | Duration: 15 minutes
Enable embedded Microsoft Teams chat in Dynamics 365, configure chat connections for conversation records, and test linking a Teams conversation to a Dynamics 365 conversation record.
Exercise 13 - Configure knowledge management
Level: 300 | Duration: 40 minutes
Configure knowledge management settings in Dynamics 365 Contact Center, create article categories, create a knowledge article template, and author a knowledge article.
Exercise 14 - Configure Copilot features
Level: 300 | Duration: 35 minutes
Verify Copilot prerequisites and connect knowledge sources.
Exercise 15 - Configure supervisor controls and monitor live conversations
Level: 300 | Duration: 30 minutes
Configure screen recording, add context variables, create a conversation orchestration playbook, and create a custom analytics security role.