Course Overview
The Dynamics 365 customer experience suite includes Dynamics 365 Sales and Dynamics 365 Customer Insights. These powerful applications allow organizations to build relationships with their customers and deliver impactful, personalized experiences. In this one-day, hands-on Applied Workshop, students will practice their Customer Experience Analyst skills by creating an end-to-end solution to solve a problem for a fictitious company. The solution will include Dynamics 365 Sales, Dynamics 365 Customer Insights – Data, and Dynamics 365 Customer Insights – Journeys. This course is part of a four-course series (MB-280T01-T04) aligning to the MB-280 certification exam.
Who should attend
This course is designed for IT, sales, or marketing professionals who want to learn how to leverage the Dynamics 365 customer experience product suite for their organizations. Students should have hands-on experience with the Dynamics 365 customer experience suite, including Dynamics 365 Sales and Dynamics 365 Customer Insights. To be successful in this workshop, students should be aware of the key features in each application and how to leverage them as users. They should also have model-driven application configuration experience, including table and column management, user experience design, and data import/export. This is a hands-on, lab-based workshop. Students should be comfortable working in groups and demonstrating their work to a classroom audience.
Prerequisites
You should be familiar with the basic features of Dynamics 365 Sales and Dynamics 365 Customer Insights and how to configure them.
Course Content
Nurture and generate leads in Dynamics 365 Sales
- Introduction
- Explore leads in Dynamics 365 Sales
- Manage the lead lifecycle
- Prioritize leads with predictive scoring
- Use Copilot with leads
- Module assessment
- Summary
Manage opportunities and process sales orders in Dynamics 365 Sales
- Introduction
- Explore opportunities in Dynamics 365 Sales
- Manage the opportunity lifecycle
- Add products and configure pricing
- Use Copilot with opportunities
- Process quotes, orders, and invoices
- Knowledge check
- Summary
Set up the product catalog in Dynamics 365 Sales
- Introduction
- Explore the product catalog
- Define products, families, and bundles
- Configure price lists and discounts
- Manage catalog settings
- Knowledge check
- Summary
Create emails in Dynamics 365 Customer Insights - Journeys
- Introduction
- Manage assets
- Create marketing emails
- Personalize content
- Use brand profiles
- Use Copilot to generate email content ideas
- Style emails with AI-assisted themes
- Create content blocks
- Preview and test emails
- Check your message for errors and publish
- Send emails without building a journey
- Edit a live email
- Prevent sending emails to duplicated email addresses
- Check your knowledge
- Summary
Build journeys with Dynamics 365 Customer Insights - Journeys
- Introduction
- Create and manage segments
- Work with triggers
- Create a journey
- Add messages to the journey
- Add AI powered action to the journey
- Add conditions to the journey
- Add activities to the journey
- Add connectors to the journey
- Publish journeys
- Check your knowledge
- Summary
Challenge project - Configure a Dynamics 365 customer experience solution
- Introduction
- Get to know your customer experience scenario
- Exercise - Customize the sales process
- Exercise - Configure the product catalog
- Exercise - Design a campaign
- Module assessment
- Summary
English
German
Polish
Saudi Arabia
United Arab Emirates
Poland