MB-280T03 Design and deliver powerful customer experiences with Dynamics 365 Customer Insights
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Data Integration & Unification
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Ingest and unify customer data from multiple sources to create a 360-degree customer view.
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Apply enrichment and predictive modeling to enhance customer profiles and insights.
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Customer Segmentation
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Build and manage customer segments based on attributes and behaviors.
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Use segments to target and personalize marketing and engagement efforts.
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Personalized Experiences
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Design and deliver personalized experiences through email, SMS, push notifications, and other channels.
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Orchestrate real-time journeys with triggers, branching logic, and AI-driven tools.
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Consent Management
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Manage and track customer consent across channels.
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Ensure compliance with communication preferences and data regulations.
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Integration & Analytics
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Integrate Customer Insights with Microsoft Power Platform and Azure Synapse for advanced analytics and reporting.
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Leverage insights for lead generation, scoring models, and enhanced sales and service activities.
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This course is designed for IT or marketing professionals who want to learn how to leverage Dynamics 365 Customer Insights for their organizations. 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 basic model-driven application configuration experience.
Recommended but not required:
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Marketing Principles: Understanding of core marketing concepts and customer engagement strategies.
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Dynamics 365 Customer Insights: Familiarity with both Customer Insights – Data (customer data platform) and Customer Insights – Journeys (real-time journey orchestration).
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Model-Driven Application Configuration: Experience configuring model-driven apps within Dynamics 365.
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Dynamics 365 Sales (Recommended): Knowledge of sales processes, seller experiences, and related Dynamics 365 Sales functionality.
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Customer Experience Concepts: General understanding of how technology supports customer experience design and delivery.
- Manage assets and brand profiles
- Create, personalize, and style marketing emails (with Copilot and AI-assisted themes)
- Use content blocks, preview/test, validate, and publish emails
- Send emails without building a journey; edit live emails; prevent duplicates
- Create text messages and push notifications
- Create, edit, and publish forms
- Manage consent for email and text messages
- View and maintain consent records
- Create and manage segments (including suggested segments and insights)
- Work with triggers, activities, and journey elements
- Add messages and publish journeys
- Manage leads and scoring: generate leads, create sales activities, and build scoring models
- Collaborate using Microsoft Teams chat
- Create and use Dataverse and custom triggers
- Trigger actions outside journeys and move triggers between environments
- Understand Customer Insights architecture and core concepts
- Work with demo data and explore data consumption scenarios
- Import data sources using Power Query; clean, transform, and load data
- Connect to Azure Data Lake and Microsoft Dataverse
- Work with datasets and refresh schedules
- Define source columns, duplicate settings, and matching rules
- Create unified customer profiles
- Configure searching and filtering indexes
- Define activities and measures
- Create and manage customer segments
- Apply segment insights in customer experience scenarios
- Use enrichment services for brand and interest data
- Apply predictive models, e.g., subscription churn
- Integrate machine learning models into insights
- Export Customer Insights data for use in other systems
- Display unified profiles in Dynamics 365 apps
- Integrate with Microsoft Power Platform and Azure Synapse
- Access and use Customer Insights APIs
- Create and configure environments
- Monitor system process status and schedule refreshes
- Manage user permissions and access