We provide course about MB-280T04: Configure a Dynamics 365 customer experience solution. This course equips participants with the skills to enhance customer interactions and sales efficiency using Dynamics 365.
Content:
Learners will dive into lead and opportunity management, configure product catalogs, and personalize customer journeys. The course covers email creation, real-time customer segmentation, and AI-driven optimization within Dynamics 365 Customer Insights. With hands-on labs, participants will gain practical experience in setting up sales processes, managing customer insights, and creating tailored marketing campaigns. By the end, attendees will be ready to implement solutions that drive impactful customer experiences.
Course objectives:
• Understand and manage the lead qualification process in Dynamics 365 Sales
• Identify and create opportunities within Dynamics 365 to optimize the sales process
• Configure and maintain a comprehensive product catalog to support business needs
• Create personalized, engaging emails using Dynamics 365 Customer Insights - Journeys
• Build and optimize customer journeys with real-time triggers and AI-driven insights
• Utilize Dynamics 365 tools to create tailored customer experience solutions
• Complete a practical challenge project to apply skills in designing customer-focused solutions
Course outline:
Module 1 - Manage leads with Dynamics 365 Sales:
• Examine the lead qualification process in Dynamics 365 from beginning to end
• Identify the different options that are available for creating and defining leads
• Use business process flows to manage the lead lifecycle
• Qualify and disqualify leads
• Lab: Work with Dynamics 365 leads
Module 2 - Manage opportunities with Dynamics 365 Sales:
• Identify scenarios where opportunities can be used
• Create and define opportunities
• Work with related opportunity records
• Manage an opportunity throughout its lifecycle
• Lab: Manage opportunities in Dynamics 365
Module 3 - Manage and organize your product catalog with Dynamics 365 Sales:
• Set up unit groups to help control how products are sold
• Create product family hierarchies that include product bundles and individual products
• Set up product pricing data by creating price lists and price list items
• Use discount lists to provide volume discount pricing
• Lab: Set up the product catalog
Module 4 - MCreate emails in Dynamics 365 Customer Insights - Journeys:
• Upload images to the file library and use images in marketing content
• Create and publish an email
• Enhance your emails by using personalization, content blocks, content ideas, and more
• Upload images to the file library and use images in marketing content
• Add personalization to emails
Module 5 - Build journeys with Dynamics 365 Customer Insights - Journeys:
• Manage segments in real-time journeys
• Work with triggers in real-time journeys
• Create a journey
• Set a business goal and measure progress through a journey
• Determine when to use attribute versus if/then branches
• Use an A/B test within the customer journey
• Use AI-driven, run-time channel optimization
• Raise triggers from a journey to run another journey or Power Automate flow
Target audience:
Dynamics Functional Consultant and Customer Success Manager Specialist
Prerequisites:
Required:
• You should be familiar with the basic features of Dynamics 365 Sales and Dynamics 365 Customer Insights and how to configure them.
Recommended:
• AZ-900: Microsoft Azure Fundamentals
Language:
• English course material, norwegian or english speaking instructor
Certification:
Exam MB-280T04 leads to the certification: Microsoft Certified: Dynamics 365 Customer Experience Analyst Associate - Certifications Microsoft Learn.