Microsoft Dynamics 365 Customer Experience Analyst

This five day training combines the recommended training for the Microsoft Certified: Dynamics 365 Customer Experience Analyst Associate (MB-280) exam.

MB-280T01: Configure Dynamics 365 customer experience model-driven apps

With model-driven apps, organizations can customize their user experiences with little to no code and create powerful applications that empower their users and increase productivity. This course is designed to help students learn the skills necessary to configure the Dynamics 365 customer experience model-driven apps, which include Dynamics 365 Sales and Dynamics 365 Customer Insights. In this course, students will learn how to create tables and columns, work with Microsoft Dataverse, and configure the user experience inside a model-driven application. This course is part of a four-course series (MB-280T01-T04) aligning to the MB-280 certification exam.

Audience Profile

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

Course Syllabus

• Get started using Dataverse
• Create relationships, business rules, calculations, and rollups in Dataverse
• Customize the command bar in Power Apps
• Visualize, import, and export Microsoft Dataverse data

MB-280T02: Empower sellers with Dynamics 365 Sales

Dynamics 365 Sales helps accelerate sales teams’ efforts with relationship-building tools and AI-driven insights. In this course, students will learn how to configure and leverage Dynamics 365 Sales to set sales teams up for success. First, students will set up and configure lead and opportunity management strategies. Then students will organize their product catalog and process sales orders. Finally, students will leverage relationship selling features, the Sales accelerator, and Sales Insights. In this course students will also learn how to set up and deploy Microsoft Copilot for Sales, a productivity tool to help sellers inside and outside Dynamics 365 Sales. This course is part of a four-course series (MB-280T01-T04) aligning to the MB-280 certification exam.

Audience Profile

This course is designed for IT or sales professionals who want to learn how to leverage Dynamics 365 Sales and Microsoft Copilot for Sales for their organizations. Students should have knowledge in basic sales 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 model-driven application configuration experience.

Course Syllabus

• Work with Dynamics 365 Sales
• Set up and use the 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

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

Dynamics 365 Customer Insights helps organizations deliver exceptional experiences personalized 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 learn about the business value of using a customer data platform. They will ingest data into Customer Insights – Data, create unified customer profiles, and create segments to help target specific audiences. Then, students will build impactful and personal experiences using Customer Insights – Journeys. They will create marketing assets like emails and text messages and deliver them via segment- and trigger-based journeys. This course is part of a four-course series (MB-280T01-T04) aligning to the MB-280 certification exam.

Audience Profile

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 knowledge in 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 model-driven application configuration experience.

Course Syllabus

• Work with real-time features in Dynamics 365 Customer Insights - Journeys
• Unlock customer intent with Dynamics 365 Customer Insights – Data

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

This learning path prepares you to complete the Dynamics 365 customer experience analyst challenge project and validate your skills. You should have already completed the following modules as part of the MB-280: Dynamics 365 Customer Experience Analyst course series. If you haven't, it's recommended that you take some time to complete these modules before beginning the challenge project.

Prerequisites

You should be familiar with the basic features of Dynamics 365 Sales and Dynamics 365 Customer Insights and how to configure them.

Modules in this learning path

• Manage leads with Dynamics 365 Sales
• Manage opportunities with Dynamics 365 Sales
• Manage and organize your product catalog with Dynamics 365 Sales
• Create emails in Dynamics 365 Customer Insights - Journeys
• Build journeys with Dynamics 365 Customer Insights - Journeys
• Challenge project - Configure a Dynamics 365 customer experience solution