MS-MB280T04: Configure a Dynamics 365 customer experience solution

The lead management capabilities in Microsoft Dynamics 365 let you connect with your customers in a whole new way. This module provides an overview of what leads are, and describes the different options for creating leads, managing them, and working with them throughout their lifecycle. It also provides information about qualifying and disqualifying leads. The more leads you have, the greater your chances of getting opportunities and successfully closing deals.

Lessons

- Dynamics 365 leads overview

- Create Dynamics 365 leads

- Lead management lifecycle

- Lead qualification

- Use Copilot with leads

- Lab - Work with Dynamics 365 leads

- Lead data management tools

- Check your knowledge

- Summary

By the end of this module, you will be able to:

- Examine the lead qualification process in Dynamics 365 from beginning to end

- Identify the different options that are available for creating and defining leads

- Use business process flows to manage the lead lifecycle

- Qualify and disqualify leads

The opportunity management capabilities in Microsoft Dynamics 365 make it easy to manage opportunities and convert more leads. In this module, you'll learn how and when opportunities are used and managed in Dynamics 365. You'll also learn about the options for creating opportunities, their relationships with other records, and how to manage them throughout their lifecycle. By providing a complete view of the customer, Dynamics 365 helps you win more deals.

Lessons

- Dynamics 365 opportunity overview

- Create Dynamics 365 opportunities

- Account and team selling

- Opportunity management lifecycle

- Use Copilot with opportunities

- Lab - Manage opportunities in Dynamics 365

- Check your knowledge

- Summary

By the end of this module, you will be able to:

- Identify scenarios where opportunities can be used.

- Create and define opportunities.

- Work with related opportunity records

- Manage an opportunity throughout its lifecycle.

Microsoft Dynamics 365 helps organize and manage even the most complex product catalog to support your customers in customer engagement scenarios (for example, sales and column service). In this module, you learn how to define products, families, and bundles, take advantage of product properties, and define price lists. You also learn about pricing options for increased consistency and efficiency.

Lessons

- Dynamics 365 product catalog overview

- Currencies and currency management

- Define products

- Product families

- Price lists

- Product catalog settings

- Exercise - Set up the product catalog

- Check your knowledge

- Summary

By the end of this module, you will be able to:

- Set up unit groups to help control how products are sold

- Create product family hierarchies that include product bundles and individual products

- Set up product pricing data by creating price lists and price list items

- Use discount lists to provide volume discount pricing

This module covers emails, assets, and personalization in the real-time work area of Dynamics 365 Customer Insights - Journeys.

Lessons

- Introduction

- Manage assets

- Create marketing emails

- Personalize content

- Use brand profiles

- Use Copilot to generate email content ideas

- Style emails with Al-assisted themes

- Create content blocks

- Preview and test emails

- Check your message for errors and publish

- Send emails without building a journey

- Edit a live email

- Prevent sending emails to duplicated email addresses

- Check your knowledge

- Summary

By the end of this module, you will be able to:

- Upload images to the file library and use images in marketing content.

- Create and publish an email.

- Enhance your emails by using personalization, content blocks, content ideas, and more.

- Upload images to the file library and use images in marketing content.

- Add personalization to emails.

This module covers segments, triggers, and journeys within the real-time work area of Dynamics 365 Customer Insights - Journeys.

Lessons

- Introduction

- Create and manage segments

- Work with triggers

- Create a journey

- Add messages to the journey

- Add activities to the journey

- Add other elements to the journey

- Publish journeys

- Check your knowledge

- Summary

By the end of this module, you will be able to:

- Manage segments in real-time journeys.

- Work with triggers in real-time journeys.

- Create a journey.

- Set a business goal and measure progress through a journey.

- Determine when to use attribute versus if/then branches.

- Use an A/B test within the customer journey.

- Use AI-driven, run-time channel optimization.

- Raise triggers from a journey to run another journey or Power Automate flow.

In this challenge project, configure your own customer experience solution. You'll be provided with high-level specifications of a fictional company's requirements. The solution will include Dynamics 365 Sales and Dynamics 365 Customer Insights.

Lessons

- Introduction

- Get to know your customer experience scenario

- Exercise - Customize the sales process

- Exercise - Configure the product catalog

- Exercise - Design a campaign

- Knowledge check

- Summary

By the end of this module, you will be able to:

- Evaluate requirements.

- Perform gap analysis of existing assets.

- Create needed assets from the stated requirements.

- Use Dynamics 365 Sales and Dynamics 365 Customer Insights to create a customer solution.

- Learn how to create a Customer Insights - Data instance.

- Learn how to ingest data.

- Learn about data unification.