MB-280T04: Configure Dynamics 365 customer experience solution

Course MB-280T04: Configure Dynamics 365 customer experience solution

The course focuses on configuring key components within Dynamics 365 Customer Service and other related applications to create an efficient and seamless customer experience. Participants will learn how to customize the solution to fit the company's specific needs, including managing of cases, process automation and the integration of advanced tools such as artificial intelligence.

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

The course includes the certification exam as a gift opportunity! *Promotion valid until February 28th only for clients from Spain

Course aimed at

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

Elements of the MB-280T04 collection

Course content MB-280T04

Module 1: Managing leads with Dynamics 365 Sales

• Dynamics 365 Leads Overview
• Create leads in Dynamics 365
• Lead Lifecycle Management
• Qualifying Leads
• 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
• Creating opportunities in Dynamics 365
• Account and Team Sales
• Opportunity Management Life Cycle
• Using Copilot with Opportunities
• Lab: Managing Opportunities in Dynamics 365

Module 3: Manage and organize your product catalog with Dynamics 365 Sales

• Dynamics 365 Product Catalog Overview
• Currencies and currency management
• Define products
• Product families
• Price lists
• Setting up the product catalog
• Exercise: Setting up the product catalog

Module 4: Creating emails in Dynamics 365 Customer Insights – Journeys

• Manage assets
• Create marketing emails
• Personalize content
• Using 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 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
• Managing consent for email and text messages
• Collaborate using Microsoft Teams built-in chat

Module 5: Create 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
• Adding other elements to the tour
• Post tours

Module 6: Challenge Project: Set up a customer experience solution in Dynamics 365

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

Prerequisites

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.

Language

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

Microsoft Certification Related

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, Customer relationship management, Marketing and sales, Solution design