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

This course is designed for IT or marketing professionals who want to learn how to leverage Dynamics 365 Customer Insights for their organizations. Students should have a working knowledge of core 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 configuring model-driven applications.

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

• Unlocking customer intent with Dynamics 365 Customer Insights - Data

Module 1: 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
• Design emails with AI-assisted themes
• Create content blocks
• Preview and test emails
• Check the message for errors and publish it
• Send emails without creating a tour
• Edit a live email
• Avoid sending emails to duplicate addresses

Module 2: Creating Text Messages and Push Notifications in Dynamics 365 Customer Insights – Journeys

• Create text messages
• Create push notifications

Module 3: Creating Forms in Dynamics 365 Customer Insights – Journeys

• Create and manage forms
• Edit and publish forms

Module 4: Managing Consent in Dynamics 365 Customer Insights – Journeys

• Manage consent for email and text messages
• View and manage consent records

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: Managing Leads and Scores in Customer Insights – Journeys

• Generate leads
• Create sales activities from lead signals
• Creating scoring models

Module 7: Extending real-time marketing capabilities within Dynamics 365 Customer Insights – Journeys

• Introduction
• Collaborate with the integrated Microsoft Teams chat
• Creating Dataverse Triggers
• Creating Custom Triggers
• Trigger an action outside a course
• Moving custom triggers between environments

Module 8: Introduction to Dynamics 365 Customer Insights – Data

• Dynamics 365 Customer Insights – Data
• Customer Insights Architecture
• Working with demo data
• Begin
• Consume Customer Insights data
• Module 9: Data Ingestion into Customer Insights – Data
• Importing data sources using Power Query
• Clean, transform, and load data
• Connecting to an Azure data lake
• Connect to Microsoft Dataverse
• Working with data sets
• Update data sources

Module 10: Creating a Unified Customer Profile in Dynamics 365 Customer Insights – Data

• Defining source columns
• Define duplicate record settings
• Define matching rules
• Create a unified customer profile
• Exercise – Creating a Customer Insights Instance – Data, Data Ingestion, and Data Unification

Module 11: Working with Dynamics 365 Customer Insights – Data

• Configure search and filter indexes
• Define activities
• Working with measurements
• Segmentation
• Get suggested segments
• Segment information
• Using Customer Insights: Data for a Complete Solution

Module 12: Enrich data and predictions with Customer Insights – Data

• Enrich the data
• Brand enrichment and interest
• Use enrichment services
• Working with predictions
• Predicting subscription churn
• Using machine learning models

Module 13: Managing External Connections with Customer Insights – Data

• Export Customer Insights data
• Display customer data in Dynamics 365 apps
• Use Customer Insights – Data with Microsoft Power Platform
• Using Customer Insights: Data with Azure Synapse
• Using the Customer Insights APIs

Module 14: Configure and Manage Customer Insights – Data

• Creating and configuring environments
• System process status
• Schedule system updates
• Configure user permissions

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

• 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