Microsoft Dynamics 365 Customer Insights (Data) Specialist (MB260)

In the contemporary landscape of data-driven decision-making, businesses are increasingly recognizing the pivotal role that customer insights play in shaping strategies for growth and success. Microsoft Dynamics 365 Customer Insights stands at the forefront of empowering organizations to harness the full potential of their data. The Microsoft Dynamics 365 Customer Insights (Data) Specialist certification, coded as MB-260, is a testament to the proficiency of specialists in leveraging customer data for strategic advantage. 

This four-day Microsoft certified course teaches candidates the Dynamics 365 Customer Insights - Data solution, including how to unify customer data with prebuilt connectors, predict customer intent with rich segmentation, and maintain control of customer data. This course begins with importing and transforming your customer data and culminates with extending your customer data platform solution into the Power Platform and Dynamics 365 applications. 

This training is a comprehensive preparation for the MB-260: Microsoft Customer Data Platform Specialist exam to earn the Microsoft Dynamics 365 Customer Insights (Data) Specialist certification.


Applicable solutions

Private class

Virtual classroom
Minimum no. of participants: 5
4 days / 28 hours
Price on request
English or French
Training plan: 

Microsoft Customer Data Platform Specialist (MB-260T00)

Module 1: Get started with Dynamics 365 Customer Insights - Data

  • Dynamics 365 Customer Insights - Data
  • Work with demo data
  • Identify your audience
  • Consume Customer Insights data

Module 2: Ingest data into Customer Insights - Data

  • Import data sources using Power Query
  • Clean, transform, and load data
  • Connect to a Common Data Model
  • Connect to a Microsoft Dataverse
  • Work with data sets
  • Refresh data sources
  • Export data

Module 3: Create a unified customer profile in Dynamics 365 Customer Insights - Data

  • Define source fields
  • Define duplicate record settings
  • Define matching conditions
  • Create a unified customer profile
  • Exercise - Create a Customer Insights - Data instance, ingest data, and unify data

Module 4: Work with Dynamics 365 Customer Insights - Data

  • Configure searching and filtering indexes
  • Define relationships and activities
  • Work with measures
  • Segmentation
  • Get suggested segments
  • Segment insights
  • Use Customer Insights - Data for a complete solution

Module 5: Enrich data and predictions with Customer Insights - Data

  • Enrich data
  • Brand and interest enrichment
  • Use enrichment services
  • Work with predictions
  • Predict subscription churn
  • Use machine-learning models
  • One FREE attendance to the Microsoft Certified: Power Platform Fundamentals (PL900) training - $695 value!
  • One voucher to take the exam - $225 value!
  • One year access to the class recording
  • 180 days access to the lab environment after class
  • Up to date courseware with Microsoft Learn
  • Microsoft course achievement badge

Before attending this course, students must have:

  • Familiarity with Dynamics 365 Customer Insights - Data

  • Firsthand experience with one or more Dynamics 365 apps, Power Query, Microsoft Dataverse, Common Data Model, and Microsoft Power Platform

Credentials information: 

Exam Characteristics  

  • Exam code: MB-260 
  • Exam Title: Microsoft Dynamics 365 Customer Insights (Data) Specialist 
  • Exam Duration: 90 minutes   
  • Number of Questions: 40 to 60 
  • Questions Format: Multiple-choice, multiple-answer, scenario-based  
  • Passing Score: 700 out of 1000  
  • Cost: $0 (included in your training)  

Exam Topics  

  • Design Dynamics 365 Customer Insights - Data solutions 
  • Ingest data into Customer Insights - Data  
  • Create customer profiles through data unification  
  • Implement AI predictions in Customer Insights - Data 
  • Configure measures and segments  
  • Configure third-party connections  
  • Administer Customer Insights - Data  
  • All details...   

The Significance of Customer Insights 

Customer Insights go beyond conventional data analytics. They represent a holistic understanding of customer behaviors, preferences, and interactions across various touchpoints. With Dynamics 365 Customer Insights, businesses can create a unified customer profile, enabling personalized experiences and informed decision-making. 

Role of Dynamics 365 Customer Insights Specialists 

Dynamics 365 Customer Insights Specialists play a vital role in unlocking the value hidden within vast datasets. Their responsibilities include configuring and implementing Dynamics 365 Customer Insights, integrating data from diverse sources, and deriving actionable insights to drive business outcomes. These specialists act as the bridge between raw data and strategic decision-making processes. 

Certification Overview (MB-260) 

The MB-260 certification, officially known as Microsoft Dynamics 365 Customer Insights (Data) Specialist, is designed to recognize professionals who excel in the art of transforming raw data into meaningful insights. The certification covers a spectrum of skills, ensuring that specialists can navigate the Dynamics 365 Customer Insights platform proficiently and contribute significantly to their organizations' data strategies. 

Empowering Companies with Unified Customer Understanding 

Dynamics 365 Customer Insights serves as a powerful tool for companies seeking to deepen their understanding of customers. By consolidating data from various touchpoints, the platform provides a unified view of customer interactions, preferences, and behaviors. This holistic perspective empowers businesses to make informed decisions, develop targeted marketing strategies, and tailor products and services to meet the evolving needs of their customer base. The result is a more customer-centric approach that fosters stronger relationships and enhances overall business intelligence. 

Enhancing Individual Productivity with Actionable Insights 

For individuals within an organization, Dynamics 365 Customer Insights offers a streamlined and intuitive interface to access valuable insights. The platform's data visualization and analytics capabilities enable marketing, sales, and customer service professionals to gain actionable intelligence without the need for extensive data analysis skills. This empowers individuals to make data-driven decisions efficiently, driving productivity and ensuring that each customer interaction is informed by relevant, real-time information. 

Enabling Clients to Experience Personalized Engagement 

Clients benefit significantly from Dynamics 365 Customer Insights through a more personalized and tailored experience. The platform allows businesses to understand clients on a granular level, enabling the delivery of highly targeted and relevant content. By leveraging customer insights, companies can anticipate needs, provide personalized recommendations, and deliver timely communications. This personalized engagement not only enhances the overall customer experience but also contributes to increased customer loyalty and satisfaction. 

Optimizing Marketing Strategies for Greater ROI 

Dynamics 365 Customer Insights plays a pivotal role in optimizing marketing strategies for companies. By analyzing customer data, businesses can identify trends, preferences, and buying behavior. This knowledge allows for the creation of more targeted and effective marketing campaigns. From personalized email communications to targeted advertising, companies can maximize their marketing ROI by reaching the right audience with the right message at the right time. Dynamics 365 Customer Insights empowers marketing teams to refine their strategies, ensuring that resources are allocated efficiently for optimal results. 

Driving Proactive Customer Service and Issue Resolution 

The platform's capabilities in customer service are invaluable for companies aiming to deliver exceptional support. Dynamics 365 Customer Insights enables customer service teams to anticipate customer needs, proactively address issues, and personalize service interactions. By having a comprehensive understanding of each customer's journey, service professionals can resolve issues more efficiently, leading to improved customer satisfaction and loyalty. The result is a customer service approach that goes beyond reactive problem-solving to proactive and personalized support. 

Ensuring Compliance and Data Governance 

For companies operating in a regulatory environment, Dynamics 365 Customer Insights offers robust features for compliance and data governance. The platform ensures that customer data is handled in accordance with privacy regulations, providing tools for data anonymization, consent management, and auditing. This not only helps businesses adhere to legal requirements but also builds trust with clients, assuring them that their data is handled responsibly and securely. 

Benefits of Certification 

  • Recognition of Expertise - The MB-260 certification serves as a recognized validation of a specialist's expertise in Dynamics 365 Customer Insights, enhancing professional credibility. 
  • Strategic Data Utilization - Certified specialists possess the skills to unlock the strategic value of customer data, enabling organizations to make informed decisions that drive business growth. 
  • Competitive Edge - In an era where data is a cornerstone of business success, certified specialists gain a competitive edge by showcasing their proficiency in Dynamics 365 Customer Insights. 


The Microsoft Dynamics 365 Customer Insights (Data) Specialist certification (MB-260) is a gateway for professionals to showcase their mastery in leveraging customer data for strategic advantage. As businesses continue to prioritize data-driven decision-making, certified specialists play a pivotal role in steering organizations towards success by uncovering valuable insights from the wealth of data at their disposal. 

Common Questions about Dynamics 365 Customer Insights (FAQ)  

What is Dynamics 365 Customer Insights data? 

Dynamics 365 Customer Insights data refers to the comprehensive set of customer-related information collected and analyzed within the Customer Insights platform. This data includes customer interactions, behaviors, preferences, and other relevant details, providing a holistic view to drive informed decision-making. 

Is Microsoft Dynamics 365 a Customer Data Platform (CDP)? 

Yes, Microsoft Dynamics 365 is considered a Customer Data Platform (CDP). It is designed to unify customer data from various sources, allowing organizations to create a centralized and enriched customer profile. Dynamics 365 Customer Insights serves as a CDP within the Dynamics 365 ecosystem. 

Which Dynamics 365 Customer Insights capability do you use to build a unified customer profile? 

To build a unified customer profile in Dynamics 365 Customer Insights, you leverage the platform's capability for "Creating and Managing Customer Profiles." This involves configuring attributes, segments, and measures to create a comprehensive and cohesive representation of customer information. 

How do I install Customer Insights on Dynamics 365? 

Installing Customer Insights on Dynamics 365 involves a series of steps. Firstly, ensure that your Dynamics 365 environment meets the prerequisites. Then, follow the installation instructions provided by Microsoft, which typically involve accessing the Dynamics 365 admin center, navigating to the specific instance, and adding Customer Insights as an application or solution. For detailed guidance, refer to the official Microsoft documentation or contact Microsoft Support. 

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