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

The "MB-280T04: Configure a Dynamics 365 Customer Experience Solution" course equips participants with the skills to enhance customer interactions and sales efficiency using Dynamics 365. 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.

Audience Profile

Dynamics Functional Consultant
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.

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:

Create 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.

Certification

Exam MB-280T04 leads to the certification: Microsoft Certified: Dynamics 365 Customer Experience Analyst Associate - Certifications | Microsoft Learn

Price:	9,500 NOK
Included items:	Digital course documentation and hands-on labs. Lunch and refreshments for in class events only
Durance:	1 days
Languages	English course material, Norwegian or English speaking instructor