MB-280T04: Configure Dynamics 365 customer experience solution

This course is aimed at customer service professionals, Dynamics 365 consultants, system administrators, project leaders, and entrepreneurs looking to optimize customer engagement through advanced technology solutions. It's ideal for those with prior experience in CRM or business processes who want to customize and manage tools in Dynamics 365 to improve efficiency, automate workflows, and deliver an exceptional customer experience. It's also suitable for IT teams and professionals transitioning to technology roles interested in enhancing their business solution configuration skills.

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 Data 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

• 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 quickly and without creating a journey
• Edit a launched email
• Avoid sending emails to duplicate email addresses
• Create text messages
• Create push notifications
• Create and manage forms
• Manage consent for email and text messages
• Collaborate using the built-in Microsoft Teams chat

Module 5: Creating 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
• Add other elements to the tour
• Publish tours

Module 6: Challenge Project: Setting up a Customer Experience Solution in Dynamics 365

• Know the customer experience scenario
• Exercise: Customizing the sales process
• Exercise: Setting up the product catalog
• Exercise: Designing a campaign

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.

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

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