MB-280T04 Configure a Dynamics 365 customer experience solution

• Sales Process Management

  • Manage the lead qualification process from creation through conversion using business process flows.

  • Create, define, and manage opportunities throughout their lifecycle, including related records and workflows.

• Product Catalog Configuration

  • Configure product family hierarchies, bundles, and individual products.

  • Set up unit groups, price lists, and discount lists to manage pricing and sales strategies.

• Customer Journeys and Marketing

  • Create and publish personalized marketing emails with dynamic content, personalization, and reusable content blocks.

  • Build and manage real-time customer segments and apply triggers to launch targeted journeys.

  • Design customer journeys with defined business goals, leveraging branching logic and attribute-based conditions.

  • Apply A/B testing techniques within journeys to measure and optimize customer engagement.

Recommended but not required:

• Basic Understanding of Microsoft Dynamics 365: Foundational knowledge of the platform’s core functionalities.

• Dynamics 365 Sales: Familiarity with features and configuration options within Dynamics 365 Sales.

• Dynamics 365 Customer Insights: Awareness of the basics of Customer Insights – Data and Journeys.

• CRM and Data Management Concepts: Understanding of customer relationship management principles and data management practices.

• Microsoft Office Skills: Proficiency with Microsoft Excel and general Microsoft Office applications for managing data and supporting configurations.

• Role Awareness: Designed for business analysts and functional consultants; understanding responsibilities of these roles is advantageous.