Skype Academy presents: Call Queues & Auto Attendant Skype for Business 9/5/2018 7:09 PM Skype Academy presents: Call Queues & Auto Attendant Korneel Bullens © 2014 Microsoft Corporation. All rights reserved. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.

Training disclaimer This is a point of time view This session was recorded in December 2017 The features and functionality describe are current as of this date O365 is ongoing innovation We innovate on a constant basis New features and functionality are added frequently Always refer to latest trainings Go to http://aka.ms/sa-cq-aa for the latest version of this training Go to http://aka.ms/SkypeAcademy for more trainings Updates from October are marked with Source: https://aka.ms/aacq-update Updated

Features in Preview Opt-in/out for Call Queues Preview Features are marked with Preview

Key learnings Use Call Queues to distribute a large amount of calls Skype for Business 9/5/2018 7:09 PM Key learnings Use Auto Attendant as Virtual Receptionist Use Call Queues to distribute a large amount of calls Online, Hybrid and Cloud Connector Edition fully supported © 2014 Microsoft Corporation. All rights reserved. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.

Agenda About Call Queues & Auto Attendant Common dependencies Skype for Business 9/5/2018 7:09 PM Agenda About Call Queues & Auto Attendant Common dependencies Call Queues Deep Dive Auto Attendant Deep Dive © 2014 Microsoft Corporation. All rights reserved. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.

About Call Queues & Auto Attendant Skype for Business 9/5/2018 7:09 PM About Call Queues & Auto Attendant © 2014 Microsoft Corporation. All rights reserved. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.

What are Call Queues? Call Queues – provide automated call distribution for incoming calls Often used together with Auto Attendants Can have custom Corporate Greetings and Music On Hold Accepts up to 200 calls per instance and queues up calls to be serviced Automatically distributes the waiting calls in First In, First Out (FIFO) manner to the available Agents Allows to designate up to 50 Agents for the Call Queue Max Queue size and max allowed call wait time are configurable Can setup overflow or timed-out calls to go to another Call Queue, Auto Attendant, Voicemail, or Users Agent A Sales Department (Service Number) Agent B Agent C

What are Auto Attendants? Auto Attendant – provides automated interactive system for incoming calls Can have Business Hours and different Corporate Greetings Accepts caller’s DTMF (keypad) and Speech input for navigation and commands Allows caller to perform Directory Search to reach a person by Name Provides interactive Menu Options like Press 1 for Sales, Press 2 for Services Can have an Operator or Voicemail as backup Can be configured to behave differently during holidays Plays a different Greeting and Menu Prompt for After Hours, can redirect calls Can be interfaced with Call Queues, other Auto Attendants, Users, Voicemail Sales Department Mainline Number (Service Number) John Smith Updated Operator

Combining Call Queues and Auto Attendants For Operator, press or say 0 For Sales, press or say 1 For Services press or say 2 For Technical Support press or say 3 Reception Sales Queue Technical Support Queue For Operator, press or say 0 For Parking Services, press or say 1 For Operations, press or say 2 For Directory Search, press or say 3 Reception Parking Services Queue Grounds and Operations Queue Reception For Operator, press or say 0 Directory Search

Common dependencies Skype for Business 9/5/2018 7:09 PM © 2014 Microsoft Corporation. All rights reserved. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.

Supported environments Updated Online and hybrid fully supported Agents and operators can be homed online or on premises Skype for Business without on-premises cannot leverage Call Queues or Auto Attendant Online objects Call Queues and Auto Attendant are objects in Skype for Business Online Environments with on premises Active Directory require additional configuration for SIP routing

SIP Routing SIP Routing Configuration Updated Each Call Queue and Auto Attendant have a SIP address SIP address can be used by Skype for Business users to directly call the service Phone numbers are optional Configuration Corresponding objects need to exist in Azure Active Directory (AAD) For customers using ADD only, without syncing a local AD it will work out-of-the-box For customers with on premises AD, a local object needs to be created – see following slides

Enabling SIP routing in AAD Sync Environment On premises AD synced to AAD No on premises Skype for Business Servers deployed Configuration steps Get SIP URI (via powershell or GUI) Full name: same as your Call Queue or Auto Attendant display name User logon name: same as the Primary URI of your Call Queue or Auto Attendant, including the domain name Set the user as disabled account, password never expires Optional: Add phone number with ‘tel:’ Start-ADSyncSyncCycle After DirSync completed, open CQ or AA, edit, then save

Get SIP URI GUI PowerShell Works only for Auto Attendant Shown when new Auto Attendant is created See screenshot on right PowerShell Get-CsHuntGroup Get-CsOrganizationalAutoAttendant

Enabling SIP routing in SfB hybrid Environment On premises AD synced to AAD On premises Skype for Business Servers in hybrid with Skype for Business Online Requirements Skype for Business Server 2015 topology including federation edge, federation edge next hop and pool for on-premises Agents/targets must be Skype for Business Server 2015 Configuration steps Collect detailed cmdlet Execute cmdlet to create disabled user object AAD Connect needs to be configured to sync disabled user objects

Collect detailed cmdlet Error message Displayed in Admin Center when creating new or editing existing Call Queue or Auto Attendant Replace OU Replace the placeholder with the OU where you want to create the object

Existing phone numbers with Hybrid Voice To reuse existing numbers for CQ or AA Either port numbers to Microsoft OR forward numbers via Session Boarder Controller (SBC) IF you have hybrid voice SBC forwarding Configure SBC to manipulate “to” header from “+431234567@contoso.com” to “hg_342143…2ee123bt9@contoso.com” Route call to Cloud Connector Edition or Mediation Server

Service Numbers – available in 90+ Countries Not the same as Calling Plan (User) Numbers! Acquire new Service Numbers Port Service Numbers Online Updated

Dial Out number suppression Call on behalf Outbound call will have the Auto Attendant or Call Queue display number Must be configured for each Call Queue\Auto Attendant Configure using Powershell: New-CsCallingLineIdentity -Identity "UKSalesQueue" -CallingIdSubstitute "Service" -ServiceNumber 14258828080 -EnableUserOverride $False -Verbose Grant-CsCallingLineIdentity -PolicyName UKSalesQueue -Identity AmosMarble@contoso.com

Call Queue Deep Dive

Comparison Updated Preview Online Call Queue Skype for Business Hunt Groups Location SfB Online SfB On Premises Routing Target Distribution\Security Group with up to 50 Online Users Distribution\Security Group with On Premises Users Text to Speech No Yes Speech to Text Custom Greeting Music on Hold Maximum Concurrent incoming Calls 200 per queue Hardware Based Routing Options Attendant Routing, serial routing Attendant Routing, Round Robin, Last Active, Priority, parallel Agent Participation Opt-In, Opt-Out Formal, Informal Sub Menus Overflow Option Updated Preview

The caller’s experience Configurable greeting No default but configurable to “Welcome to Contoso, we are connecting you to the next available agent” Caller is connected to Agent Based on agent availability When maximum concurrent calls or timeout is reached Connect to different queue (overflow) Connect to Auto Attendant (overflow) Call can be disconnected Forwarded to a separate agent Directly to an agent’s voicemail

The callee’s experience Call information Toast shows Call Queue Name and Caller’s ID Uses Address Book resolution to display name Agent actions Can choose to pick up or not If call is picked up, Agent is connected with caller after the connection is complete (1-3 seconds) If call is ignored, no missed call notification is generated and next incoming call will be displayed Outgoing Calls can have the Call Queue Caller ID Updated

Attendant Routing Method 9/5/2018 7:09 PM Attendant Routing Method Call rings all the Agents in parallel Same as Attendant Routing in RGS Agents already in a call can get a new call from a Call Queue Only Agents Offline, on Do not Disturb or opted out will not get a call Agents can have multiple calls on hold © 2014 Microsoft Corporation. All rights reserved. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.

Serial Routing Method Call rings the Agents in series 9/5/2018 7:09 PM Serial Routing Method Updated Call rings the Agents in series Same as Serial Routing in RGS Agents already in a call will be skipped Only Agents Offline, on Do not Disturb or opted out will not get a call Agents cannot have calls on hold © 2014 Microsoft Corporation. All rights reserved. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.

Deploying Call Queues

Agent Groups Based on existing Groups Can use Distribution Lists, Security Groups or Office 365 Groups Need to be synchronized from Azure Active Directory (AAD) to Azure Address Book Service (AABS) Synchronization delay for new DLs and Security Groups: up to 4-6 hours DLs need to be in AABS before Call Queue can use them Cmdlet Find-CsGroup searches in AABS Distribution List membership updated each 30 minutes See DistributionListsLastExpanded in Get-CsHuntGroup Updated

Call Agents People who get calls distributed from a Call Queue Who can be a Call Agent? Online SfB Users with Phone System license No Calling Plan license needed! No PSTN Number needed! Using Windows Client (2013/2016), Mac Client (16.8.196+), iPhone\iPad (6.16.0) or Android (6.16.0.9) Who cannot be a Call Agent? External PSTN Numbers

Call Queue Greetings Greetings are optional Pre-recorded greeting can be uploaded No text to speech MP3, WMA or WAV are supported Maximum file size is 5 megabytes Music on Hold or ringback is supported Custom Music on Hold is possible

Agent Training is required Agents are part of agent groups If configured, Agents can opt-in or opt-out of agent groups Agents can sign in and out of using “Edit Settings Online” Agent behavior affects call routing Do not disturb, or offline deflects calls Sometimes this status is triggered by accident Preview

Satisfy Prerequisites Create Agent Group Create a security or distribution group and add the agents Create Service Numbers (if required) Info behind the assignment of numbers : https://aka.ms/sa-orgaa-sn Create Greeting (optional) Must be less than 5 megabytes Can be in WAV, MP3 or WMA Determine limits Max concurrent calls and waiting time Overflow Option Route to Call Queue, Auto Attendant, agent or disconnect call

Configuration (GUI) Open SfB Online Admin Panel Open “Call Routing” Select “Call Queues” tab Use “+Add new” to add a new Call Queue

Configuration (GUI) Name Phone Number (optional) Domain Greeting Display name for the queue Phone Number (optional) Use the drop down menu to select an existing service number Domain Select your SIP domain Greeting Upload your own optional greeting Music on Hold Use the default, none, or custom Music on Hold Call Distribution Method Use Attendant or Serial

Configuration (GUI) Agent Opt out option Maximum Calls Enable or disable Maximum Calls Select the maximum concurrent calls When the maximum number.. Select call queue, Auto Attendant, disconnect or route to fall back user How long a call can wait.. Specify the total waiting time in the queue before timeout When a call times out Click save when done

Configuration (Powershell) New-CSHuntGroup Used to create the new Call Queues Get-CSHuntGroup Used to retrieved Call Queues Set-CSHuntGroup Used to create configuration changes in Call Queues Remove-CSHuntGroup Used to remove Call Queues

Powershell Example Creating a Call Queue Configuring a Call Queue New-CsHuntGroup -Name “Contoso helpdesk” -AgentAlertTime 30 –DistributionLists “DistList1”, “DistList2” -MusicOnHoldFileName “moh.wav” -OverflowAction Forward OverflowActionTarget “sip:helpdesk2@litwareinc.com” -OverflowThreshold 100 -RoutingMethod Parallel -TimeoutAction Busy -TimeoutThreshold 300 -WelcomeMusicFileName “welcome.wav” Configuring a Call Queue Set-CsHuntGroup -PrimaryUri “sip:helpdesk@ litwareinc.com” -Name “Contoso helpdesk2” -AgentAlertTime 60 -DistributionLists “DistList3”, “DistList4” -TimeoutAction Busy -TimeoutThreshold 300 Removing a Call Queue Remove-CsHuntgroup -PrimaryUri “sip:helpdesk@litwareinc.com” Viewing a Call Queue Get-CsHuntgroup -PrimaryUri “sip:helpdesk@litwareinc.com”

Operating Call Queues

Call Queue Management In the Skype for Business Admin Panel Open Call Routing

Testing Call Queues Testing Call Queues can be done by using the “Test” Button Will call your Call Queue In case of issues Open a Support Ticket

Auto Attendant Deep Dive

The Experience During Business Hours Outside Business Hours “Welcome to Contoso” (Configurable) “Please type or say the name of the person you are trying to reach, followed by a Pound” (Configurable) Outside Business Hours “We are currently closed, please leave a voicemail” (Configurable) “We are closed for Christmas Holidays” (configurable via holiday schedule) Speech is configurable Upload your own file or use text to speech Options are configurable Type the name or say the name Use DTMF for additional options (press 1 for sales, 2 for support, 3 for operator) Operator can be Phone System enabled user, Call Queue, Auto Attendant or Voicemail Updated

Holiday Experience Can be configured in overlapping\nesting manner Updated Can be configured in overlapping\nesting manner Holiday schedule can be configured from dec 24 to jan 5. Specific holidays can be scheduled during that period “Thank you for calling during our Christmas Holiday. Please leave a message and we will get back to you after our holidays” “Happy New Year! Thank you for calling, please leave a message and we will get back to you after our holidays”

Holiday Experience GUI Updated

Dial by Name – with DTMF Ben#  (user presses keys 236#) Ben0Jo# To reach your party by name, press the corresponding number keys to enter part or full name. Use 0 to indicate space. When finished, press the # key. Ben#  (user presses keys 236#) Keypad Character Meaning # (pound key) Input termination character 0 (zero) Space (to separate First Name and Last Name) * (star key) Repeat the list of matching names Sorry, I found too many people with similar names. Ben0Jo# Caller must terminate DTMF input with # After 3 un-successful tries  redirect to Operator For Benedict Jones, Press 1 For Ben Jonson, Press 2 For Joana Benedict, Press 3 To hear this Menu again, press the * key. To return to the previous Menu, press the # key.

Dial by Name – with Speech Recognition To reach your party by name, say it now, or press the corresponding number keys to enter part or full name. Use 0 to indicate space. When finished, press the # key. DTMF is always available! No need to terminate Speech input with # Voice Commands -“Back”, “Repeat”, etc. up to 5 matches returned After 3 un-successful tries  redirect to Operator Benedict For Benedict Jones, Press or say 1 For Joana Benedict, Press or say 2 To hear this Menu again, say “Repeat" or press the * key To return to the previous Menu, say "Back" or press the # key. One Please wait while your call is being transferred to Benedict Jones.

Multi-Level Menu Options For Operator, press or say 0 For Sales, press or say 1 For Services press or say 2 For Technical Support press or say 3 Reception Sales Queue Technical Support Queue For Operator, press or say 0 For Parking Services, press or say 1 For Operations, press or say 2 For Directory Search, press or say 3 Reception Parking Services Queue Grounds and Operations Queue Reception For Operator, press or say 0 Directory Search

Dial by Name (Directory Search) Allow callers to say or type a name to reach a person Who can be reached? No Calling Plan license is required No PSTN Number is required No Enterprise Voice is required Who cannot be reached? External PSTN Numbers

Auto Attendant Dial Scopes Dial by Name searches the entire Active Directory by default Dial Scope can be configured to narrow down the reach of Dial By Name  Search only within a certain group of people Search the entire directory, except a certain group Exclude certain people from the Directory search Can use Distribution Groups, Security Groups or Office 365 Groups

Search Options Name format entry Search Type Example Search Result DTMF\Speech FirstName + LastName Full Mary0Jones# Mary Jones Both LastName + FirstName Jones0Mary# FirstName Mary# Press 1 for Mary Jones Press 2 for Mary Sanders LastName Jones# Press 2 for Ben Jones Press 3 for Dennis Jones Partial Mar# Press 1 for Maria Anderson Press 2 Mary Jones Press 3 for Mary Sanders DTMF Jon# Press 1 for Ben Jones Press 2 for Dennis Jones Press 3 for Mary Jones Press 4 for Sam Jonson FirsName + LastName Mar0Jon# LastName + FrstName Jon0Mar#

Dial by Name - Limitations Name Recognition with Speech is not available for Azure Active Directories > 80K Users Callers are dynamically notified to use their keypad to enter names in the flow! Speech Recognition Enabled Dial by Name Active Directory <80K Users Ben Jones Name Recognition – falls back to DTMF Speech Recognition – available for in other scenarios except Name Recognition with Speech Voice Commands – available to the caller Admins are notified that Voice Name Search is not available in UI and cmdlet! I am sorry, but Name Recognition with Speech is not currently possible. Please use your keypad to enter a name. Ben0Jones#

Operator (optional) in Auto Attendants Allow callers to break out of the automated flow Who can be an Operator? Online SfB Users with Phone System license - PSTN Number or Calling Plan user license is not required On premises users with or without PSTN Connectivity via CCE or On Premises pool Voicemail Using Windows Client (2013/2016), Mac Client (16.8.196+), iPhone\iPad (6.16.0) or Android (6.16.0.9) Who cannot be an Operator? On Premises objects (i.e. RGS groups) Updated

Language Support – Auto Attendant Set 1 language per Auto Attendant 27 languages available Female System Voice Text to Speech Custom Greetings and Menu Prompts with Text to Speech or audio files Speech Recognition 14 languages Optional setting can be disabled DTMF is always available! Voice Commands Custom Voice Commands Hands-free System Navigation!

Auto Attendant - Language Support at GA 9/5/2018 7:09 PM Auto Attendant - Language Support at GA Text to Speech Speech Recognition English (US) Dutch (NL) Chinese (ZH) English (CA) Swedish (SV) Chinese (HK) English (GB) Finnish (FI) Chinese (TW) English (AU) Danish (DA) English (NZ) Norwegian (NO) English (IN) Portuguese (PT) French (FR) Portuguese (BR) French (CA) Russian (RU) Italian (IT) Polish (PL) German (DE) Arabic (EG) Spanish (ES) Japanese (JP) Spanish (MX) Korean (KO) English (US) Japanese (JP) English (CA) Chinese (ZH) English (GB) English (AU) English (IN) French (FR) French (CA) Italian (IT) German (DE) Spanish (ES) Spanish (MX) Portuguese (BR) © 2014 Microsoft Corporation. All rights reserved. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION. Text to Speech and custom Audio (.wav, mp3, .wma) available for Greetings and Menu prompts

Know-Before-You-Go (deploy) Auto Attendant will search the entire tenant by default Dial Scope should be configured Service Numbers must be available if used Service Numbers are numbers that can be requested in a limited supply per customer, can handle a large amount of calls and are optional for Auto Attendants Auto Attendants can also use SIP URI Service Numbers can be requested in a similar manner as User Numbers Service Numbers can be Toll and Toll-Free Toll-Free requires PSTN Communication Credits Info behind the assignment of numbers : https://aka.ms/sa-orgaa-sn

Deploying Auto Attendant Skype for Business 9/5/2018 7:09 PM Deploying Auto Attendant © 2014 Microsoft Corporation. All rights reserved. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.

Auto Attendants and Call Queues Requirements 9/5/2018 7:09 PM Auto Attendants and Call Queues Requirements Tenant Prerequisites E5 or E3+Phone System Calling Plans - not required Audio Conferencing - not required Communication Credits (optional) Only needed if using Toll-Free Service Numbers Communication Credits charges will occur © 2014 Microsoft Corporation. All rights reserved. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.

Deployment scenarios Search by Name Service Number/ SIP URI Auto Attendant Transfer to # with 0-9

Assign PSTN Service Numbers Toll and Toll-Free optional Language and Speech Recognition Operator Business Hours and After Hours Flexible Call Flow Disconnect or Redirect Menu Options Dial by Name Dial Scope to limit Search

Business Hours Observed according to the Timezone selected 9/5/2018 7:09 PM Business Hours Observed according to the Timezone selected Default - 24/7 (all hours) Select Custom to define Business Hours Set time in 30-min intervals Multiple breaks are possible © 2014 Microsoft Corporation. All rights reserved. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.

Dial Scope Limits Search Area Can include or exclude specific groups\people

Redirecting calls in Auto Attendant The call can be Disconnected or Redirected SfB User Online users must have Phone System license Call Queue Any Online Call Queue in this tenant Auto Attendant Any Auto Attendant in this tenant Voicemail ?

Redirecting to Voicemail Set Call Forwarding to Voicemail in SfB Client Use an Online EV-enabled User, with Phone System license Point to this User to send a call to Voicemail For After Hours In Menu Options For Operator For Overflow/Timeout, etc.

Menu Options Give callers directions how to reach their destination Menu Prompt Create with Text to Speech or an audio file Custom Menu Options Map the keys 0-9 to Destinations Create Custom Voice Commands for Destinations Dial by Name Directory Search, can be used together with

Menu Prompt Instruct callers on how to navigate your system Admin can create with Text to Speech Max size = 1000 chars Admin can upload as an audio file .wav, .mp3 or .wma formats Max size = 5MB Create in the language that is set for the Auto Attendant Will not be auto-translated when language is changed! Admin needs to update the Prompt if Menu Options are changed

Menu Options – Customize Create interactive flows to guide callers Out of the Box: Dial by Name Operator (map to any key) Repeat (key *) Back (key #) Custom Options: Any key 0-9 can be an Option Custom Voice Commands for Options

Add/Remove Menu Options Press the Key button to add Menu Option A row for the Key 1 is created keys can be added in any order Select Transfer Destination type Select a Destination target Users Call Queues Auto Attendants Voicemail To remove a Menu Option, press the Key button again

Custom Voice Commands in Menus Every Menu Option Name is a Voice Command Name is a Custom Voice Command “Sales” is a Voice Command Name can have multiple words Example: “Sales Department” Max length = 64 chars Every Key is also a Voice Command “One”, “Two”, etc. All Voice Commands would operate in the language selected for the Auto Attendant!

Operate Auto Attendant Skype for Business 9/5/2018 7:09 PM Operate Auto Attendant © 2014 Microsoft Corporation. All rights reserved. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.

Auto Attendant Management In the Skype for Business Admin Panel Open Call Routing tab

Testing Auto Attendant You can test the Auto Attendant by using the “Test Button” included in every Auto Attendant In case of issues Open a Support Ticket

Summary and resources Skype for Business 9/5/2018 7:09 PM Fadi: you need to review every few years, something might have changed but your clients are still signing in. for Example Surface Hub is a new device that works differently. © 2014 Microsoft Corporation. All rights reserved. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.

Key learnings Use Call Queues to distribute a large amount of calls Skype for Business 9/5/2018 7:09 PM Key learnings Use Auto Attendant as Virtual Receptionist Use Call Queues to distribute a large amount of calls Online, Hybrid and Cloud Connector Edition fully supported © 2014 Microsoft Corporation. All rights reserved. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.

Resources Trainings, trainings, trainings https://www.skypeoperationsframework.com/academy Service numbers for Office 365 https://aka.ms/sa-orgaa-sn Skype Preview http://www.skypepreview.com Community Discuss, ask and provide feedback https://aka.ms/sfbcommunity Blog Stay up to date with latest training releases https://aka.ms/sfbblog