MB-280T03: Design and deliver powerful customer experiences with Dynamics 365 Customer Insights

Course MB-280T03: Design and deliver powerful customer experiences with Dynamics 365 Customer Insights

Dynamics 365 Customer Insights helps organizations deliver exceptional, personalized experiences to every customer. In this course, learners will learn how to work with key features of Customer Insights – Data and Customer Insights – Journeys . First, learners will gain insights into the business value of using a customer data platform. They will ingest data into Customer Insights – Data, build unified customer profiles, and create segments to help target specific audiences. Next, learners will create personal and impactful experiences using Customer Insights – Journeys. They will create marketing assets such as emails and text messages and deliver them through journeys based on segments and triggers.

This course is part of a four-course series (MB-280T01-T04) that aligns with the MB-280 certification exam.

The course includes the certification exam as a gift opportunity! *Promotion valid until February 28th only for clients from Spain

Course aimed at

This course is designed for IT or marketing professionals who want to discover how to leverage Dynamics 365 Customer Insights for their organizations. Learners should have knowledge of core marketing principles. Learners should be familiar with the Dynamics 365 customer experience suite, including Dynamics 365 Sales and Dynamics 365 Customer Insights. They should also have basic experience configuring model-driven apps.

Elements of the MB-280T03 collection

• Working with real-time features in Dynamics 365 Customer Insights - Journeys

• Unlocking customer intent with Dynamics 365 Customer Insights - Data

Course content MB-280T03

Module 1: Creating Emails in Dynamics 365 Customer Insights – Journeys

• Manage assets
• Create marketing emails
• Personalize content
• Using brand profiles
• Using Copilot to Generate Email Content Ideas
• Design emails with AI-assisted themes
• Create content blocks
• Preview and test emails
• Check the message for errors and publish it
• Sending emails without creating a tour
• Edit a live email
• Avoid sending emails to duplicate addresses

Module 2: Create text messages and push notifications in Dynamics 365 Customer Insights – Journeys

• Create text messages
• Create Push Notifications

Module 3: Creating Forms in Dynamics 365 Customer Insights – Journeys

• Create and manage forms
• Edit and publish forms

Module 4: Managing Consent in Dynamics 365 Customer Insights – Journeys

• Managing consent for email and text messages
• View and manage consent records

Module 5: Create Journeys with Dynamics 365 Customer Insights – Journeys

• Create and manage segments
• Working with triggers
• Create a tour
• Add messages to the tour
• Add activities to the tour
• Adding other elements to the tour
• Post tours

Module 6: Managing leads and scores in Customer Insights – Journeys

• Generate leads
• Create sales activities from lead signals
• Creating scoring models

Module 7: Extend real-time marketing capabilities within Dynamics 365 Customer Insights – Journeys

• Introduction
• Collaborate with Microsoft Teams integrated chat
• Creating Dataverse Triggers
• Creating Custom Triggers
• Trigger an action outside a path
• Moving custom triggers between environments

Module 8: Introduction to Dynamics 365 Customer Insights – Data

• Dynamics 365 Customer Insights – Data
• Customer Insights Architecture
• Working with demo data
• Begin
• Consuming Customer Insights Data
• Module 9: Data Ingestion into Customer Insights – Data
• Importing data sources using Power Query
• Clean, transform and load data
• Connecting to an Azure Data Lake
• Connect to Microsoft Dataverse
• Working with data sets
• Update data sources

Module 10: Create a unified customer profile in Dynamics 365 Customer Insights – Data

• Defining source columns
• Define duplicate record settings
• Define matching rules
• Create a unified customer profile
• Exercise – Create a Customer Insights instance – Data, data ingestion and data unification

Module 11: Working with Dynamics 365 Customer Insights – Data

• Setting up search and filter indexes
• Define activities
• Working with measurements
• Segmentation
• Get suggested segments
• Segment information
• Using Customer Insights: Data for a Complete Solution

Module 12: Enrich data and predictions with Customer Insights – Data

• Enriching the data
• Brand enrichment and interest
• Using enrichment services
• Working with predictions
• Predicting subscription churn
• Using machine learning models

Module 13: Managing External Connections with Customer Insights – Data

• Exporting data from Customer Insights
• Display customer data in Dynamics 365 apps
• Use Customer Insights – Data with Microsoft Power Platform
• Using Customer Insights: Data with Azure Synapse
• Using Customer Insights APIs

Module 14: Setting up and managing Customer Insights – Data

• Creating and configuring environments
• System process status
• Schedule system updates
• Setting user permissions

Prerequisites

It is recommended that you be familiar with and have a basic understanding of how to navigate Dynamics 365 Customer Insights – Journeys .

Language

• Course: English / Spanish
• Labs: English / Spanish

Microsoft Certification Related

Microsoft Certified: Dynamics 365 Customer Experience Analyst Associate

As a Microsoft Dynamics 365 Customer Experience Analyst, you are responsible for configuring, customizing, and extending Dynamics 365 Sales functionality to create business solutions that support, automate, and accelerate your company’s sales process.

Level: Intermediate
Role: Business Analyst, Functional Consultant
Product: Dynamics, Dynamics 365, Customer Engagement apps
Subject: Business applications, Customer relationship management, Marketing and sales, Solution design