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

MB-280T03 Course: 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, students will learn how to work with key features of Customer Insights – Data and Customer Insights – Journeys. First, students will gain insight into the business value of using a customer data platform. They will ingest data into Customer Insights – Data, create unified customer profiles, and build segments to help target specific audiences. Next, students will create personal and impactful experiences using Customer Insights – Journeys. They will create marketing assets like emails and text messages and deliver them through segment-based and trigger-based journeys.

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

Virtual course with included certification exam as a gift. Don't miss this opportunity! The exam is valued at €126 + VAT and is included at no additional cost.

Promotion valid until December 31, 2026. One-attempt exam available only for Virtual - Distance Learning mode. Not applicable to Self-Learning mode.

Level: Intermediate  -  Product: Customer Insights: Data, Customer Insights: Journeys  -  Role: Business Analyst, Business User, Functional Consultant

Dynamics 365 - Customer Insights - Customer Experience - Segmentation - Digital Marketing - Microsoft Training - MB-280 Certification - Personalized Journeys

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.   Students should have knowledge of basic marketing principles.   Students 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 setting up model-driven apps.

Elements of the MB-280T03 collection

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

• Unlock customer intent with Dynamics 365 Customer Insights - Data

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

Module 1: Introduction to Dynamics 365 Customer Insights - Data 

• Understanding Dynamics 365 Customer Insights Applications
  
• Introduction to Dynamics 365 Customer Insights - Data 
  
• Ingesting Data into Dynamics 365 Customer Insights - Data
  
• Managing Data Sources
  
• Lab 0: Get a trial version of Dynamics 365 Customer Insights
  
• Lab 1.1: Ingest Data Sources
  

Upon completion of the module, you will be able to:

• Describe Dynamics 365 Customer Insights, including the two applications, Data and Journeys
  
• Configure Dynamics 365 Customer Insights - Journeys 
  
• Ingest data into Dynamics 365 Customer Insights - Data 
  

Module 2: Creating a Unified Customer Profile in Dynamics 365 Customer Insights - Data

• Creating a Unified Customer Profile 
  
• Searching for Customers and Configuring Search and Filter Indexes 
  
• Managing External Connections 
  
• Lab 2.1: Create a Unified Customer Profile
  

Upon completion of the module, you will be able to:

• Understand what a Unified Customer Profile contains
  
• Configure search and filter indexes to easily find customers
  
• Configure and manage external connections to use Customer Insights data outside the application
  

Module 3: Managing Customers and Resources in Dynamics 365 Customer Insights - Journeys

• Audience Management
  
• Creating Emails, Text Messages, and Push Notifications 
  
• Lab 3.1: Upload Assets
  
• Lab 3.2: Create an Email
  

Upon completion of the module, you will be able to:

• Understand the tables used to track the marketing audience 
  
• Create marketing assets such as emails, forms, text messages, and push notifications
  
• Deliver marketing experiences to the customer base
  

Module 4: Creating Journeys

• Creating a Journey and Working with Triggers
  
• Adding Elements to a Journey 
  
• Publishing Journeys
  
• Lab 4.1: Create a Journey
  

Upon completion of the module, you will be able to:

• Understand the different elements involved in creating an effective journey
  
• Configure a journey goal and measure progress towards it
  
• Test and publish a journey
  

Prerequisites

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

Language

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

Related Microsoft Certification: Dynamics 365 Customer Experience Analyst Associate

Microsoft Certified: Dynamics 365 Customer Experience Analyst Associate

Microsoft is retiring the Dynamics 365 Customer Experience Analyst Associate MB-280 certification on July 31, 2026. Its replacement will be the certification: AB-210; Build AI-Powered Sales Solutions. Beta launch April 2026.

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 the company's sales process.

Level: Intermediate
Role: Business Analyst, Functional Consultant
Product: Dynamics, Dynamics 365, Customer Engagement apps
Subject: Business applications