Configure a Dynamics 365 customer experience solution (MB-280T04)

Students who already completed the following modules as part of the MB-280: Dynamics 365 Customer Experience Analyst course series. If they haven't, it's recommended that they take some time to complete these modules before beginning the challenge project.

Students will learn to,

• 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

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

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.

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

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.

Module 6: Challenge project - Configure a Dynamics 365 customer experience solution

• 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.

You should be familiar with the basic features of Dynamics 365 Sales and Dynamics 365 Customer Insights and how to configure them.

MB-280