Course Overview
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.
What are the skills covered
- 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
Who should attend this course
- Business Analyst
Course Curriculum
What are the Prerequisites
- You should be familiar with the basic features of Dynamics 365 Sales and Dynamics 365 Customer Insights and how to configure them.
Download Course Syllabus
Course Modules
The lead management capabilities in Microsoft Dynamics 365 let you connect with your customers in a whole new way. This module provides an overview of what leads are, and describes the different options for creating leads, managing them, and working with them throughout their lifecycle. It also provides information about qualifying and disqualifying leads. The more leads you have, the greater your chances of getting opportunities and successfully closing deals.
Learning objectives
In this module, you will:
- 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
Prerequisites
The target audience should have a basic understanding of how to move around in the Dynamics 365 application, and also a working knowledge of the core records that are available.
The opportunity management capabilities in Microsoft Dynamics 365 make it easy to manage opportunities and convert more leads. In this module, you’ll learn how and when opportunities are used and managed in Dynamics 365. You’ll also learn about the options for creating opportunities, their relationships with other records, and how to manage them throughout their lifecycle. By providing a complete view of the customer, Dynamics 365 helps you win more deals.
Learning objectives
In this module, you will:
- Identify scenarios where opportunities can be used.
- Create and define opportunities.
- Work with related opportunity records
- Manage an opportunity throughout its lifecycle.
Prerequisites
The target audience should have a basic understanding of how to move around in the Dynamics 365 application, and also a working knowledge of the core records that are available. Familiarity working with leads is also helpful but isn’t required.
Microsoft Dynamics 365 helps organize and manage even the most complex product catalog to support your customers in customer engagement scenarios (for example, sales and column service). In this module, you learn how to define products, families, and bundles, take advantage of product properties, and define price lists. You also learn about pricing options for increased consistency and efficiency.
Learning objectives
This module explains how to:
- 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
Prerequisites
A basic understanding of how to move around in the Dynamics 365 application. Familiarity with core sales fundamentals like leads, opportunities, orders, and invoices can also be helpful.
This module covers emails, assets, and personalization in the real-time work area of Dynamics 365 Customer Insights – Journeys.
Learning objectives
This module explains how to:
- 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.
Prerequisites
Basic understanding of the Microsoft Dynamics 365 Customer Insights – Journeys app
This module covers segments, triggers, and journeys within the real-time work area of Dynamics 365 Customer Insights – Journeys.
Learning objectives
In this module, you’ll:
- 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.
Prerequisites
Basic understanding of the Microsoft Dynamics 365 Customer Insights – Journeys app
In this challenge project, configure your own customer experience solution. You’ll be provided with high-level specifications of a fictional company’s requirements. The solution will include Dynamics 365 Sales and Dynamics 365 Customer Insights.
Learning objectives
In this module, you’ll demonstrate your ability to:
- Evaluate requirements.
- Perform gap analysis of existing assets.
- Create needed assets from the stated requirements.
- Use Dynamics 365 Sales and Dynamics 365 Customer Insights to create a customer solution.
Prerequisites
- You should be familiar with the basic features of Dynamics 365 Sales and Dynamics 365 Customer Insights and how to configure them.
Request More Information
Training Options
- ILT: Instructor-Led Training
- VILT: Virtual Instructor-Led Training
RM1,200.00Enroll Now
RM1,200.00Enroll Now
RM1,200.00Enroll Now
RM1,200.00Enroll Now
RM1,200.00Enroll Now
RM1,200.00Enroll Now
RM1,200.00Enroll Now
RM1,200.00Enroll Now
Exam & Certification
This course is not associated with any Certification.
