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

By the end of this course, learners will be able to:

• Design and configure an end-to-end customer experience solution using Dynamics 365 Sales and Dynamics 365 Customer Insights

• Manage leads and opportunities to support and optimize the sales lifecycle

• Build and maintain a structured product catalog, including pricing, bundles, and discount models

• Create and personalize customer communications, including targeted marketing emails

• Design and implement real-time customer journeys using segmentation, triggers, and business logic

• Apply AI-driven insights and optimization techniques to improve customer engagement and campaign effectiveness

• Integrate sales and marketing capabilities to deliver cohesive, data-driven customer experiences

• Analyze business requirements and develop tailored customer experience solutions that meet organizational goals

Before attending this course, learners should have

:

• Hands-on experience with the Dynamics 365 customer experience suite, including Dynamics 365 Sales and Dynamics 365 Customer Insights (Data and Journeys) 

• Familiarity with the core features and capabilities of these applications and how they are used in real-world scenarios

• Experience with model-driven app configuration, including:

  • Table and column management

  • User experience customization

  • Data import and export processes 

• A basic understanding of sales, marketing, and customer engagement processes within organizations 

• Comfort working in hands-on, lab-based environments, including collaborating in groups and presenting solutions