Training plan
Configure Dynamics 365 customer experience model-driven apps (MB-280T01)
Module 1: Create and manage environments in Dataverse
- Environments in Microsoft Dataverse
- Developer environments
- Create and manage an environment
- Create an instance of a Microsoft Dataverse database
- Add users and roles within an environment
- Manage settings in an environment
- Environment operations
Module 2: Create tables in Dataverse
- Introduction to Microsoft Dataverse
- Table characteristics
- Exercise – Create a Microsoft Dataverse table
- Exercise – Import data into your Microsoft Dataverse database
- Table relationships
- Exercise – Create table relationships
- Dataverse logic and security
- Exercise – Create a custom table and import data
- Dataverse auditing
- Dual-write vs. virtual tablesManage tables in Dataverse
Module 3: Manage tables in Dataverse
- Identify tables and table types in Dataverse
- Create a custom table
- Enable attachments within a table
- Licensing requirements for each table type
- Lab – Create a new custom table and enable attachments
Module 4: Create and manage columns within a table in Dataverse
- Define columns in Microsoft Dataverse
- Column types in Microsoft Dataverse
- Add a column to a table
- Primary column
- Restrictions that apply to columns in a table
- Create an auto numbering column
- Create an alternate key
- Exercises
Module 5: Working with choices in Dataverse
- Define choice column
- Choice columns
- Standard choices column
- Lab – Create a new choice or modify an existing choice
Module 6: Load/export data and create data views in Dataverse
- View data in a table
- Create or edit views of data in a table
- Dataverse data import options
- Load data into a table
- Dataverse data export options
- Export
- Add, update, or delete data in a table by using Excel
- Import data using Power Query
Module 7: Connect to other data in a Power Apps canvas app
- Overview of the different data sources
- Work with action data
- Power Automate is a companion to Power Apps
Module 8: Create a relationship between tables in Dataverse
- Relate one or more tables – Introduction
- Relationship types that are available in Microsoft Dataverse
- Create a one-to-many relationship between tables
- Create a many-to-many relationship between tables
- Edit or delete relationships
- Exercise – Create two tables and relate them by using a one-to-many relationship
Module 9: Define and create business rules in Dataverse
- Define business rules – Introduction
- Define the components of a business rule
- Create a business rule
- Exercise – Create a business rule
Module 10: Create and define calculation or rollup columns in Dataverse
- Introduction to roll up columns
- Create a rollup column
- Introduction to calculated columns
- Create a calculation column
- Exercise – Create a rollup column
- Exercise – Create a calculated column
- Introduction to Power Fx formula columns
Module 11: Customize the command bar
- Create or edit modern commands
- Work with classic commands
- Use Power Fx
- Exercise – Customize the command bar
Module 12: Common command bar scenarios
- Scenario – Duplicate a row
- Scenario – Use multiple data sources
- Scenario – Use data source and record information
- Scenario – Notify and confirm
- Exercise – Launch an external site and navigate to views
Module 13: Advanced command bar concepts
- Introduction
- Command bar application lifecycle management
- Understand AutoSave
- Using JavaScript for commands
- Command scope
- Exercise – Use custom pages with commands
Module 14: Visualize data with Dataverse views
- Create and edit views in Power Apps maker portal
- Exercise – Add columns to a view
- Filter and sort data for Dataverse views
- Exercise – List your accounts
Module 15: Use Power Query to load data in Dataverse
- Import static data by using Power Query
- Exercise – Add new accounts from a text file
- Import dynamic data by using Power Query
- Exercise – Transfer an attendee list to a contact table
Module 16: Use Microsoft Word and Excel templates with Dataverse
- Create a dynamic Word template
- Exercise – Create a work order template
- Create a dynamic Excel template
- Exercise – Create a sales forecasting template
Module 17: Export data from Dataverse and use Microsoft Excel to edit records
- Export data to Excel
- Exercise – Create an editable Excel file for bulk validation
- Edit and update data in Excel
- Exercise – Edit account information in Excel and visualize updates in Dataverse
Module 18: Use Azure and external tools to manipulate data
- Use Dataverse community tools for data manipulation
- Review Power BI integration with Dataverse
Empower sellers with Dynamics 365 Sales (MB-280T02)
Module 1: Create powerful customer experiences for organizations with Dynamics 365 apps
- Dynamics 365 customer experience apps in an organization’s journey
- Work with the other Dynamics 365 apps as part of a customer engagement solution
- Work with Copilot in the Dynamics 365 customer engagement apps
Module 2: Get started with Dynamics 365 Sales
- Explore Dynamics 365 Sales
- Navigate the application
- Manage customers
- Work with in-app marketing features
Module 3: Set up and configure Dynamics 365 Sales
- Set up and configure the application
- Use customization options
- Set up security roles
Module 4: Manage leads with Dynamics 365 Sales
- 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
Module 5: Manage opportunities with Dynamics 365 Sales
- 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
Module 6: Manage and organize your product catalog with Dynamics 365 Sales
- Dynamics 365 product catalog overview
- Currencies and currency management
- Define products
- Product families
- Price lists
- Product catalog settings
- Exercise – Set up the product catalog
Module 7: Process sales orders with Dynamics 365 Sales
- Sales order processing overview
- Quotes and quote management
- Orders and invoices
- Exercise – Sales order processing lifecycle
Module 8: Configure forecasts in Dynamics 365 Sales
- Forecasting overview
- Configure forecasting
- Manage forecasts
Module 9: Manage relationships with relationship selling in Dynamics 365 Sales
- Overview of relationship selling
- Enforce best practices with playbooks
- Manage relationship health with Sales Insights
- Social selling assistant
- Sales Navigator
- Exercise – Manage relationships with playbooks and Sales Insights
Module 10: Use LinkedIn Sales Navigator with Dynamics 365 Sales
- Overview of LinkedIn Sales Navigator
- Integrate LinkedIn Sales Navigator with Dynamics 365 Sales
- Utilize LinkedIn Sales Navigator features
Module 11: Set up Sales accelerator in Dynamics 365 Sales
- Discover the benefits of using the Sales accelerator in Dynamics 365 Sales
- Explore how to set up Sales accelerator
- Examine how to manage access and record types
- Discover how to customize the workspace
- Learn how to set up filtering and sorting
- Learn how to add the Up next widget to forms
Module 12: Create sales sequences with Sales Insights
- Discover the benefits of using sequences
- Explore how to create a sequence
- Learn how to connect a sequence to records
- Examine how to modify a sequence
- Discover how to analyze sequence performance
Module 13: Work with segments in Dynamics 365 Sales accelerator
- Discover the benefits of using segments
- Explore how to create a segment
- Learn how to manage segments
- Examine how to connect segments to sequences
Module 14: Work with assignment rules in Dynamics 365 Sales accelerator
- Discover the benefits of using assignment rules
- Explore how to create an assignment rule
- Learn how to manage assignment rules
- Examine how to assign records to sellers
Module 15: Engage with customers through text messages in Dynamics 365 Sales
- Discover the benefits of engaging with customers through text messages
- Explore how to set up text messaging
- Learn how to send and receive text messages
- Examine how to manage text message conversations
Module 16: Define and track individual goals in Dynamics 365 Sales and Customer Service
- Overview of goals
- Defining individual goals
- Parent and child goals
- Exercise – Measuring customer success using goals
Module 17: Use goal metrics in Dynamics 365 Sales and Customer Service
- Fiscal year settings
- Goal metrics
- Exercise – Defining goal metrics
Module 18: Use Microsoft 365 services with model-driven apps and Microsoft Dataverse
- Discover integration options with Microsoft 365 services
- Integrate with Microsoft Exchange
- Integrate with SharePoint
- Integrate with OneNote
- Integrate with Microsoft Teams
Module 19: Get started with the Dynamics 365 Sales mobile app
- Overview of the Dynamics 365 Sales mobile app
- Set up the mobile app
- Navigate the mobile app
- Manage customer information on the go
- Utilize AI capabilities in the mobile app
Design and deliver powerful customer experiences with Dynamics 365 Customer Insights (MB-280T03)
Module 1: Create emails in Dynamics 365 Customer Insights - Journeys
- Explore the email editor
- Create an email
- Personalize an email
- Add dynamic content to an email
Module 2: Create text messages and push notifications in Dynamics 365 Customer Insights - Journeys
- Explore text message marketing
- Create a text message
- Explore push notification marketing
- Create a push notification
Module 3: Create forms in Dynamics 365 Customer Insights - Journeys
- Explore forms in real-time marketing
- Create a form
- Embed a form on a website
Module 4: Manage consent in Dynamics 365 Customer Insights - Journeys
- Explore consent management
- Create a consent center
- Manage consent in customer journeys
Module 5: Build journeys with Dynamics 365 Customer Insights - Journeys
- Explore customer journeys
- Create a segment
- Create a customer journey
- Analyze journey performance
Module 6: Manage leads and scoring in Customer Insights - Journeys
- Explore lead management
- Create a lead scoring model
- Manage leads in customer journeys
Module 7: Extend real-time marketing capabilities within Dynamics 365 Customer Insights - Journeys
- Explore extensibility options
- Create custom triggers
- Use custom triggers in journeys
- Move custom triggers across environments
Module 8: Get started with Dynamics 365 Customer Insights - Data
- Dynamics 365 Customer Insights – Data
- Customer Insights architecture
- Work with demo data
- Get started
- Consume Customer Insights data
- Copilot in Customer Insights – Data
Module 9: Ingest data into Customer Insights - Data
- Data ingestion overview
- Connect data sources
- Map data
- Refresh data
Module 10: Create a unified customer profile in Dynamics 365 Customer Insights - Data
- Data unification overview
- Map, match, and merge data
- Create unified profiles
Module 11: Work with Dynamics 365 Customer Insights - Data
- Explore customer profiles
- Create and manage segments
- Create and manage measures
Module 12: Enrich data and predictions with Customer Insights - Data
- Enrich data with third-party sources
- Use AI to make predictions
Module 13: Manage external connections with Customer Insights - Data
- Export data to external systems
- Configure data destinations
Module 14: Configure and administer Customer Insights - Data
- Configure permissions
- Manage environments
- Monitor system processes
Configure a Dynamics 365 customer experience solution (MB-280T04)
Module 1: Manage leads with Dynamics 365 Sales
- 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
Module 2: Manage opportunities with Dynamics 365 Sales
- 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
Module 3: Manage and organize your product catalog with Dynamics 365 Sales
- Dynamics 365 product catalog overview
- Currencies and currency management
- Define products
- Product families
- Price lists
- Product catalog settings
- Exercise – Set up the product catalog
Module 4: Create emails in Dynamics 365 Customer Insights - Journeys
- Explore the email editor
- Create an email
- Personalize an email
- Add dynamic content to an email
Module 5: Build journeys with Dynamics 365 Customer Insights - Journeys
- Explore customer journeys
- Create a segment
- Create a customer journey
- Analyze journey performance
Module 6: Challenge project - Configure a Dynamics 365 customer experience solution
- 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
Recommended Prerequisite Knowledge
- Experience configuring model-driven apps in Microsoft Power Apps.
- An understanding of accounts, contacts, and activities.
- An understanding of leads and opportunities.
- An understanding of the components of model-driven apps, including forms, views, charts, and dashboards.
- An understanding of model-driven app personal settings.
- Experience working with Dataverse solutions.
- An understanding of Dataverse, including tables, columns, and relationships.
- Familiarity with Power Automate cloud flow concepts, such as connectors, triggers, and actions.
- An understanding of the Dataverse security model and features, including business units, security roles, and row ownership and sharing.
Credentials and certification
Exam features
- Exam Code: MB-280
- Title: Microsoft Dynamics 365 Customer Experience Analyst
- Duration: 120 minutes
- Number of Questions: 40 to 60
- Question Format: Multiple choice, multiple response, scenario-based
- Passing Score: 700 out of 1000
- Cost: $0 (included in your training)
Exam topics
- Create and edit goals
- Configure rollup queries
- Manage forecasts
- Build forecasts from templates
- Configure security for and access to forecasts
Eccentrix Corner article/publication
Microsoft Certified: Dynamics 365 Customer Experience Analyst Associate (MB-280)
The Microsoft Certified: Dynamics 365 Customer Experience Analyst Associate (MB-280) training is designed for professionals aiming to master customer experience analysis and data management using Microsoft Dynamics 365. This course prepares you for the globally recognized MB-280 certification, validating your expertise in customer experience management.
Why Take This Training?
The MB-280 certification validates your ability to analyze customer data, identify trends, and provide strategic solutions to enhance the customer experience. You will learn to leverage Dynamics 365 capabilities to optimize customer interactions, boost satisfaction, and drive loyalty.
Skills Developed During the Training
- Customer Data Analysis
Learn to use Dynamics 365 to collect and analyze valuable customer insights. - Customer Experience Management
Develop data-driven strategies to improve customer interactions. - Dynamics 365 Solution Implementation
Configure and customize Dynamics 365 to meet organizational needs. - Problem Solving
Identify and resolve inefficiencies in customer data management and processes. - Cross-Department Collaboration
Align efforts across marketing, sales, and support teams for a consistent customer experience.
Instructor-Led MB-280 Training for Comprehensive Learning
Our instructor-led Microsoft Certified: Dynamics 365 Customer Experience Analyst Associate (MB-280) training combines live, interactive sessions with hands-on exercises. You will learn to configure and optimize Dynamics 365 to analyze customer behavior and deliver strategic solutions.
By the end of the training, you will be ready to maximize the value of Dynamics 365 and pass the MB-280 certification exam.
Who Should Attend This Training?
- Customer experience analysts looking to enhance their use of Dynamics 365.
- Consultants working on Dynamics 365 projects to improve client management.
- Marketing and sales professionals aiming to leverage customer data for targeted strategies.
- Anyone preparing for the MB-280 certification exam.
Enhance Your Customer Experience Expertise
The Microsoft Certified: Dynamics 365 Customer Experience Analyst Associate certification empowers you to analyze, optimize, and transform the customer experience. Enroll today to strengthen your skills and achieve your professional goals.
Frequently Asked Questions About Microsoft Certified: Dynamics 365 Customer Experience Analyst Associate (MB-280) (FAQ)
What are the main Dynamics 365 features covered in this training?
You will learn to use tools for analysis, customer data management, and process customization.
Do I need prior knowledge to attend this training?
A basic understanding of business processes and some experience in data analysis are helpful but not mandatory.
Does this training include hands-on exercises?
Yes, interactive exercises are included to strengthen your skills in using Dynamics 365.
How does this certification benefit my organization?
It enables you to deliver actionable insights and strategic solutions to enhance customer experience and loyalty.
What common challenges does this training help address?
It helps resolve inefficiencies in customer data analysis, personalized interactions, and cross-team collaboration.
What practical skills will I gain?
You will learn to optimize customer data, configure Dynamics 365, and improve processes for an exceptional customer experience.