Course Description: MB-280: Dynamics 365 Customer Experience Analyst (BETA)

In this course you will learn how to analyze the customer experience with Microsoft Dynamics 365. You will learn how to analyze the experience of customers who have participated or plan to participate in Dynamics 365 Sales implementations, you will understand the sales process of an organization and the seller's perspective (experience of the user), and you will learn about all the functionalities of Dynamics 365 Customer Insights - Data and Customer Insights - Journeys

Learn how to configure, customize, and extend Dynamics 365 Sales functionality to build enterprise solutions that support, automate, and accelerate your company’s sales process. Use your knowledge of the customer experience capabilities in Dynamics 365 Sales and Microsoft Power Platform to inform the following design and implementation tasks:

• Set up 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

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

• 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
• Working with Dynamics 365 Sales
• Set up and use Sales Accelerator capabilities in Dynamics 365 Sales
• Implement goal management in Dynamics 365 Sales and Customer Service
• Enhance Dynamics 365 Sales with tools and apps
• Working with real-time features in Dynamics 365 Customer Insights - Journeys
• Unlocking customer intent with Dynamics 365 Customer Insights - Data

Course outline

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 Analyst, Functional Consultant
Product: Dynamics 365
Subject: Enterprise Applications