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.

Audience Profile

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 Modules

Manage leads with Dynamics 365 Sales

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.

• Dynamics 365 leads overview
• Create Dynamics 365 leads
• Lead management lifecycle
• Lead qualification
• Use Copilot with leads
• Lab - Work with Dynamics 365 leads
• Lead data management tools
• Module assessment
• Summary

Manage opportunities with Dynamics 365 Sales

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.

• Dynamics 365 opportunity overview
• Create Dynamics 365 opportunities
• Account and team selling
• Opportunity management lifecycle
• Use Copilot with opportunities
• Lab - Manage opportunities in Dynamics 365
• Module assessment
• Summary

Manage and organize your product catalog with Dynamics 365 Sales

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.

• Dynamics 365 product catalog overview
• Currencies and currency management
• Define products
• Product families
• Price lists
• Product catalog settings
• Exercise - Set up the product catalog
• Module assessment
• Summary

Create emails in Dynamics 365 Customer Insights - Journeys

This module covers emails, assets, and personalization in the real-time work area of 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

This module covers segments, triggers, and journeys within the real-time work area of 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

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.

• 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