This course prepares you for the role of Customer Experience Analyst on Dynamics 365 and for the MB-280 certification. It covers application configuration, customer data analysis, process automation, and the optimization of customer journeys using the Power Platform and AI.
Objectives
By the end of the training, participants will be able to configure and use Dynamics 365 to analyze customer data, automate processes, and optimize the customer journey.
Is it for you ?
This course is designed for business analysts, functional consultants, CRM/CX managers, digital project managers, and IT professionals involved in customer relationship management.
Prerequisite
Basic knowledge of CRM, sales or marketing processes, as well as familiarity with Microsoft 365, is recommended.
Your benefits
Content
Chapter 1: Fundamentals of Microsoft Dataverse and Model-Driven Apps
(MB-280T01)
- Introduction to Dynamics 365 Customer Experience
- Discovering Microsoft Dataverse
- Creating and managing tables, columns, and relationships
- Business rules, calculations, and rollups
- Dataverse security (roles, business units)
- User interface customization (forms, views, dashboards)
Hands-on Labs
- Creating a customer data model
- Configuring a model-driven app
- Implementing business rules and automatic calculations
Chapter 2: Advanced Customization and Data Management
(MB-280T01 – in-depth)
- Command Bar customization
- Importing and exporting data with Power Query
- Using Excel and Word templates
- Data visualization and quality best practices
Hands-on Labs
- Importing customer data from external sources
- Advanced user interface customization
- Creating analytical views and dashboards
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Chapter 3: Implementing Dynamics 365 Sales
(MB-280T02)
- Introduction to Dynamics 365 Sales
- Managing leads and opportunities
- Sales processes and product catalogs
- Quotes, orders, and sales forecasting
- Sales Insights and relationship selling
- Introduction to Microsoft Copilot for Sales
Hands-on Labs
- Configuring a full sales pipeline
- Managing opportunities and sales follow-up automation
- Analyzing sales performance
Chapter 4: Dynamics 365 Customer Insights – Data & Journeys
(MB-280T03)
- Introduction to Customer Insights – Data
- Integrating and unifying customer data
- Creating unified customer profiles
- Segmentation and analytical measures
- Customer Insights – Journeys: journeys and interactions
Hands-on Labs
- Creating a 360° customer profile
- Advanced audience segmentation
- Designing a multichannel customer journey
Chapter 5: Automation, Extension, and Certification Prep
(MB-280T04)
- Automation with Power Automate
- Extensions with Power Apps
- Governance and security best practices
- Reviewing MB-280 skills
- Strategies and tips for the certification exam
Hands-on Labs
- Creating a Power Automate flow linked to Dynamics 365
- Mini-project: complete customer experience scenario
- MB-280 exam-style case study
💡 Informations utiles
Our training programs are delivered in private sessions tailored to your needs—on-site at your location, virtually, or in our training rooms. Dates, schedules, language, and format are all fully customizable to fit your team. Ready to get started? Fill out the request form below to plan your training or receive a personalized proposal—our team will be happy to connect with you shortly.
Trainers
Private or personalized training
Do you have several employees interested in the same training course? Whether in person at your offices or remotely in virtual mode, we offer private training courses tailored to your team's needs. Group rates are available. Contact us for more details or request a quote online.
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