Configure AI agents and Copilot in Dynamics 365 Contact Center: Review

This entire module is a guided tour through UI settings. You see screenshot after screenshot of toggle switches and configuration panes for the 'Customer Assist Agent', 'Quality Assurance Agent', and so on. It's a visual manual, basically. I was hoping for something more, maybe a sandbox environment or at least a section on the underlying architecture. Something that connects to the actual work of building software.

Instead, I just watched an admin turn features on for an hour. The part on extending Copilot just says that plugins exist. It doesn't show you how to write one, what the API looks like, or any of the difficult parts. It's like reading a car brochure that tells you the car has an engine but never lets you look under the hood. There's no code. There's no trial environment to poke at. The 'knowledge check' at the end is just multiple-choice questions about feature names.

I get it. This isn't for me. It’s for a functional consultant or an IT admin at a company that already bought into the whole Dynamics ecosystem. They need to know what the new AI buttons do. For them, it’s probably a useful hour. For a developer trying to figure out if there's anything interesting to build here, it's a dead end. I learned the marketing names for three types of agents and that Copilot is configurable. That's about it.