MB 280T03 A: Design and Deliver Powerful Customer Experiences with Dynamics 365 Customer Insights

Audience:

This course is designed for IT or marketing professionals who want to learn how to leverage Dynamics 365 Customer Insights for their organizations.

Prerequisites:

Students should have knowledge in basic marketing principles. Students should be familiar with the Dynamics 365 customer experience suite, including Dynamics 365 Sales and Dynamics 365 Customer Insights. They should also have experience with basic model-driven application configuration.

Course Description:

Dynamics 365 Customer Insights helps organizations deliver exceptional experiences personalized to every customer. In this course, students will learn how to work with key features of Customer Insights – Data and Customer Insights – Journeys.   First, students will learn about the business value of using a customer data platform. They will ingest data into Customer Insights – Data, create unified customer profiles, and create segments to help target specific audiences.   Then, students will build impactful and personal experiences using Customer Insights – Journeys. They will create marketing assets such as emails and text messages, and deliver them via segment- and trigger-based journeys.

Course Objectives:

This workshop teaches students how to:

• Configure core features of Dynamics 365 Sales, including lead/opportunity setup, product catalog and pricing, and sales order processing.
• Manage the full sales lifecycle, from lead creation through opportunity and quote management.
• Establish forecasting and goal-management frameworks, and perform analytics using Power BI and built-in tools.
• Implement productivity-enhancing features such as Sales Accelerator, Sales Insights, and Microsoft Copilot for Sales.
• Enable mobile and cross-platform collaboration by deploying Dynamics 365 Sales to mobile, Outlook, and other integrations.