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Course MB-280T04: Configure Dynamics 365 customer experience solution
The Dynamics 365 Customer Experience suite includes Dynamics 365 Sales and Dynamics 365 Customer Insights . These powerful applications enable organizations to build relationships with their customers and deliver impactful, personalized experiences. In this hands-on course, students will put their customer experience analyst skills to work by creating a comprehensive solution to solve a problem at a fictional company. The solution will include Dynamics 365 Sales, Dynamics 365 Customer Insights – Data, and Dynamics 365 Customer Insights – Journeys.
This course is part of a four-course series (MB-280T01-T04) aligned with the MB-280 certification exam.
Virtual course with a free certification exam. Don't miss this opportunity! The exam is valued at €126 + VAT and is included at no additional cost.
Promotion valid until December 31, 2025. This exam is only available in the Virtual - Online learning mode. Not applicable to the Self-Learning mode.
Level: Intermediate - Product: Customer Insights - Data, Customer Insights - JourneysSales, Power Apps - Role: Business Analyst, Functional Consultant
Course aimed at
This course is designed for IT, sales, or marketing professionals who want to learn how to leverage the Dynamics 365 customer experience suite in their organizations. Students should have hands-on experience with the Dynamics 365 customer experience suite, including Dynamics 365 Sales and Dynamics 365 Customer Insights. To be successful in this workshop, students should understand the key features of each application and how to leverage them as users. They should also have experience configuring model-driven applications, including managing tables and columns, designing the user experience, and importing and exporting data. This workshop is practical and hands-on. Students should be comfortable working in groups and demonstrating their work in front of a classroom audience.
Elements of the MB-280T04 collection
- Validate your skills as an analyst in Dynamics 365 Customer Experience
Course content MB-280T04
Module 1: Managing leads with Dynamics 365 Sales
- Dynamics 365 Leads Overview
- Create leads in Dynamics 365
- Lead Lifecycle Management
- Lead Qualification
- Using Copilot with potential customers
Lab: Working with Dynamics 365 Leads
- Lead management tools
Module 2: Managing Opportunities with Dynamics 365 Sales
- Overview of opportunities in Dynamics 365
- Create opportunities in Dynamics 365
- Account and equipment sales
- Opportunity Management Lifecycle
- Using Copilot with opportunities
- Lab: Managing Opportunities in Dynamics 365
Module 3: Managing and organizing your product catalog with Dynamics 365 Sales
- Overview of the Dynamics 365 product catalog
- Foreign exchange and currency management
- Define products
- Product families
- Price lists
- Product catalog setup
- Exercise: Setting up the product catalog
Module 4: Creating emails in Dynamics 365 Customer Insights – Journeys
- Introduction
- Manage assets
- Create marketing emails
- Personalize content
- Use brand profiles
- Using Copilot to generate email content ideas
- Style your emails with AI-powered themes
- Create content blocks
- Preview and test emails
- Check your message for errors and publish it
- Send emails without creating a tour
- Edit a launched email
- Avoid sending emails to duplicate email addresses
Module 5: Creating journeys with Dynamics 365 Customer Insights – Journeys
- Introduction
- Create and manage segments
- Working with triggers
- Create a tour
- Add messages to the tour
- Add AI-powered actions to the tour
- Add conditions to the route
- Add activities to the tour
- Add connectors to the route
- Publish tours
Module 6: Challenge Project: Setting up a Customer Experience Solution in Dynamics 365
- Introduction
- Know the customer experience scenario
- Exercise: Customizing the sales process
- Exercise: Setting up the product catalog
- Exercise: Designing a campaign
Prerequisites
It is recommended to have:
- Basic knowledge of Dynamics 365 or experience with other CRM platforms.
- Familiarity with customer service processes or business workflows.
- General understanding of cloud technology and enterprise applications.
Language
- Course: English / Spanish
- Labs: English / Spanish
Related Microsoft Certification: Dynamics 365 Customer Experience Analyst Associate
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
