Course Description: MB-280: Dynamics 365 Customer Experience Analyst

As a candidate for this certification, you are a Microsoft Dynamics 365 Customer Experience Analyst who has:

• Participated or plan to participate in Dynamics 365 Sales implementations.
• An understanding of an organization's sales process.
• An understanding of the seller's perspective (user experience).
• The ability to demonstrate the capabilities of Dynamics 365 Customer Insights - Data and Customer Insights - Journeys.

You are responsible for configuring, customizing, and extending Dynamics 365 Sales functionality to build enterprise solutions that support, automate, and accelerate your company’s sales process. You use your knowledge of customer experience capabilities in Dynamics 365 Sales and Microsoft Power Platform to inform the following design and implementation tasks:

• Configure Dynamics 365 Sales standard and premium features.
• Implement collaboration features.
• Configure the security model.
• Make customizations to Dynamics 365 Sales.
• Extend Dynamics 365 Sales with Microsoft Power Platform.
• Deploy the Dynamics 365 App for Outlook.

Audience profile

This course is designed for IT or marketing professionals who want to learn how to leverage model-driven apps, Dynamics 365 Sales, Dynamics 365 Customer Insights, and Microsoft 365 Copilot for Sales for their organizations. Learners should be familiar with Microsoft Power Apps and basic data modeling principles. Learners should be familiar with the Dynamics 365 customer experience suite, including Dynamics 365 Sales and Dynamics 365 Customer Insights.

Course objectives

• Implementing Dynamics 365 Sales
• Configuring and customizing Dataverse and model-driven apps
• Deploying the Dynamics 365 App for Outlook
• Implementing security and customizations in Dynamics 365 Sales
• Demo of Dynamics 365 Customer Insights capabilities
• Dynamics 365 Sales functionality expanded and improved

Items in this collection

Setting up apps driven by Dynamics 365 customer experience models

• Introduction to using Dataverse

• Create relationships, business rules, calculations and consolidations in Dataverse

• Customize the command bar in Power Apps

• Visualize, import, and export data from Microsoft Dataverse

Course outline

1. Get started with the Dynamics 365 customer experience suite of products

Lessons

• Create a powerful customer experience with Dynamics 365 apps
• Design an integrated solution with the Power Platform and ERP apps
• Work with Copilot in the Dynamics 365 customer engagement apps

After completing this module, you will be able to:

• Describes how Dynamics 365 customer engagement apps can be used in an organization
• Identify the customer experience suite of Dynamics 365 products and their key feature sets
• Envision a solution that uses both Dynamics 365 customer engagement and ERP apps to solve a business problem

2. Get started using Microsoft Dataverse

Lessons

• Work with environments
• Introduction to Microsoft Dataverse
• Create and manage tables in Microsoft Dataverse
• Create and manage columns within a table in Microsoft Dataverse
• Work with solutions
• Lab 0: Set up a Power Platform trial
• Lab 1.1: Create and manage tables and columns

After completing this module, you will be able to:

• Understand model-driven applications, the basis of all Dynamics 365 first-party applications
• Identify key components of the Dataverse, including tables, columns, and relationships
• Create environments and solutions

3. Create relationships, business rules, calculations, and rollups in Microsoft Dataverse

Lessons

• Create a relationship between tables in Microsoft Dataverse
• Define and create business rules in Microsoft Dataverse
• Create and define calculation or rollup
• Lab 2.1: Create calculated and rollup columns

After completing this module, you will be able to:

• Create relationships between tables in Dataverse
• Understand logic like business rules and how to configure them
• Understand when to use calculation and rollup columns and how to configure them

4. Configure forms, charts, and dashboards in model-driven apps

Lessons

• Visualize data with Dataverse views
• Configure forms for model-driven apps
• Configure charts and dashboards for model-driven apps
• Configure and customize a model-driven app
• Customize the command bar in model-driven apps
• Lab 4.1: Create a view
• Lab 4.2: Configure a form
• Lab 4.3: Configure a dashboard
• Lab 4.4: Create a model driven app

After completing this module, you will be able to:

• Identify common ways to configure a model-driven app to meet an organization's business needs
• Identify the different types of forms available in model-driven apps and how to use them
• Visualize customer engagement data with charts and dashboards

5. Import and export Microsoft Dataverse data

Lessons

• Use Power Query to load data in Dataverse
• Use Microsoft Word and Excel templates with Dataverse

After completing this module, you will be able to:

• Import Dataverse data into a model-driven app
• Export data from your customer relationship management app and use it in other apps
• Create your own Word and Excel templates to interact with Dataverse data outside of a model-driven app

Prerequisites

It is recommended to have:

• Experience configuring model-driven apps in Microsoft Power Apps.
• Knowledge of accounts, contacts and activities.
• Understanding leads and opportunities.
• Knowledge of the components of model-driven applications, including forms, views, charts, and dashboards.
• Understanding model-driven application personal configuration.
• Experience using Dataverse solutions.
• Knowledge of Dataverse, including tables, columns, and relationships.
• Experience with Power Automate cloud flow concepts such as connectors, triggers, and actions.
• Knowledge of the Dataverse security model and features, including business units, security roles, and row ownership and sharing.

Language

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

Associate Certification

Microsoft Certified: Dynamics 365 Customer Experience Analyst Associate

Level: Intermediate
Role: Business AnalystFunctional Consultant
Product: DynamicsDynamics 365Customer Engagement apps
Subject: Business applicationsCustomer relationship managementMarketing and salesSolution design