MB 280T04 A: Configure a Dynamics 365 Customer Experience Solution

Audience:

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.

Prerequisites:

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.

Course Description:

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. 

Course Objectives:

This workshop teaches students how to:

• Configure and manage lead and opportunity processes within Dynamics 365 Sales.
• Build and organize a complete product catalog, including unit groups, product families, bundles, pricing, and discount structures.
• Create, personalize, and publish marketing emails using Dynamics 365 Customer Insights – Journeys.
• Build real-time customer journeys, including segments, triggers, branching, business goals, A/B testing, and AI-driven optimization.
• Integrate Sales and Customer Insights capabilities to design cohesive customer experiences.
• Analyze business requirements, perform gap assessments, and construct end-to-end customer experience solutions based on organizational needs.