Microsoft Dynamics 365 Customer Insights (Journeys) Functional Consultant (MB220)

In the ever-evolving landscape of customer relationship management (CRM), Microsoft Dynamics 365 Customer Insights (Journeys) emerges as a powerful tool, providing organizations with unparalleled capabilities to understand and engage with their customers. The Functional Consultant Certification (MB-220) training serves as a testament to an individual's proficiency in harnessing the full potential of Dynamics 365 Customer Insights, particularly in the context of customer journeys.  

This four-day Microsoft certified course teaches candidates to implement solutions that attract and convert leads, build brand awareness, standardize omnichannel messaging, and deliver marketing insights. Candidates are responsible for configuring the basic marketing application to include email marketing, configuration, interactive customer journeys and real-time journeys, lead nurturing with personalized experiences, integration of LinkedIn, events, customer voice surveys, segmentation, scoring and maintaining data privacy compliance. and safety rules. Candidates should have some knowledge of marketing principles and the Marketing application's role in relationship to the Dynamics 365 suite of applications, including integration with Dynamics 365 and Microsoft 365 applications.

Candidates should understand industry terminology, priorities, common initiatives, standards, methodologies, and best practices.

This training is a comprehensive preparation for the MB-220: Microsoft Dynamics 365 Customer Insights (Journeys) Functional Consultant exam for obtaining the Dynamics 365 Marketing Functional Consultant Associate certification.


Applicable solutions

Public class

4 days / 28 hours

Private class

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

Microsoft Dynamics 365 Customer insight (Journeys) Functional Consultant (MB-220T00)

Module 1: Set up and manage Dynamics 365 Customer Insights - Journeys

  • Introduction to Dynamics 365 Marketing
  • Start with a trial of Dynamics 365 Marketing
  • Purchase and set up Dynamics 365 Marketing
  • Integrate Marketing with a CMS system or Microsoft Power Pages
  • Re-run the Marketing setup wizard
  • Manage marketing environments
  • Keep marketing up to date
  • Uninstall the Marketing services

Module 2: Advanced configuration for Dynamics 365 Customer Insights - Journeys

  • Email marketing
  • Customer engagement
  • Collaboration
  • Event management
  • Lead management
  • Data management
  • Customer Insights connector
  • Customize Dynamics 365 Marketing

Module 3: Review domain authentication, email best practices, and GDPR in Dynamics 365 Customer Insights - Journeys

  • Domain authentication
  • Email best practices
  • Data protection and privacy and personal data compliance

Module 4: Manage assets and content settings in Dynamics 365 Customer Insights - Journeys

  • Upload images
  • Manage keywords
  • Create reusable content blocks
  • Configure content settings

Module 5: Manage customers in Dynamics 365 Customer Insights - Journeys

  • Manage contacts
  • Manage accounts
  • Account-based marketing
  • Manage leads
  • Score and qualify leads

Module 6: Manage forms and pages in Dynamics 365 Customer Insights - Journeys

  • Create a marketing form
  • Add a form to a Marketing page
  • Embed forms on external websites
  • Create a marketing form template
  • Create a marketing page
  • Set up marketing page personalization
  • Create a marketing page template

Module 7: Manage emails, segments, and journeys in Dynamics 365 Customer Insights - Journeys

  • Create a marketing email
  • Deliver a marketing email with send now
  • A/B testing for email marketing
  • Create an email template
  • Create and manage segments
  • Create a segment template
  • Market to Dynamics 365 segments on LinkedIn
  • Use segments from Dynamics 365 Customer Insights
  • Create a customer journey
  • Run A/B testing from a customer journey
  • Generate dynamic behavioral segments from customer journey results
  • Create a customer journey template

Module 8: Manage subscription centers and double opt-in in Dynamics 365 Customer Insights - Journeys

  • Manage subscription centers
  • Set up global double opt-in
  • Set up double opt-in on a per form basis

Module 9: Manage website visits, redirect URLs, and social postings in Dynamics 365 Customer Insights - Journeys

  • Monitor website visits and link clicks
  • Marketing on social media

Module 10: Create an on-site event in Dynamics 365 Customer Insights - Journeys

  • Event website overview
  • Review the event business process
  • Create the event record
  • Manage sessions, speakers, and sponsorships
  • Configure registration options and set up event passes
  • Record additional information about the event
  • Manage event logistics
  • Publish an event
  • View the event website

Module 11: Create a webinar event in Dynamics 365 Customer Insights - Journeys

  • Configure webinar settings
  • Create a non-Teams webinar event
  • Create a Microsoft Teams webinar event
  • Build the event registration form

Module 12: Promote events, manage registration and check-ins, and review results in Dynamics 365 Customer Insights - Journeys

  • Promote your events
  • View and manage event registrations
  • Book hotel rooms for staff, speakers, and guests
  • View and manage event attendance
  • Follow up after the event

Module 13: Advanced event management features in Dynamics 365 Customer Insights - Journeys

  • Create and manage recurring events
  • Create an event template

Module 14: Evaluate marketing initiatives with analytics in Dynamics 365 Customer Insights - Journeys

  • Contact insights
  • Lead insights
  • Lead scoring insights
  • Account insights
  • Segment insights
  • Customer journey insights
  • Marketing email insights
  • Marketing page and form insights
  • Website insights
  • Social insights
  • Redirect insights

Module 15: Review the marketing calendar in Dynamics 365 Customer Insights - Journeys

  • Entity level calendars
  • Form-level calendars
  • Create and customize marketing calendars
  • 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

Knowledge of the Dynamics 365 platform and an understanding of basic marketing principles. Power Platform experience, especially in model-driven applications, is also recommended.

Credentials information: 

Exam Characteristics  

  • Exam code: MB-220  
  • Exam Title: Microsoft Dynamics 365 Customer Insights (Journeys) Functional Consultant 
  • Exam Duration: 120 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  

  • Configure marketing applications
  • Manage segments and lists
  • Create and manage marketing forms and pages
  • Manage leads, contacts, and accounts 
  • Create and manage marketing email messages 
  • Manage customer journeys 
  • Manage events and webinars 
  • Configure Dynamics 365 Customer Voice 
  • All details...   

Understanding the Significance of MB-220 Certification 

The MB-220 certification is tailored for professionals aspiring to showcase their expertise in Dynamics 365 Customer Insights, with a focus on Journeys. As businesses increasingly prioritize personalized customer experiences, this certification becomes an asset, showcasing an individual's ability to design and implement customer journeys effectively. 

Curriculum Overview 

The MB-220 certification curriculum is meticulously crafted to equip individuals with a comprehensive understanding of Dynamics 365 Customer Insights, emphasizing the creation and optimization of customer journeys. Key modules include: 

Introduction to Dynamics 365 Customer Insights 

Participants delve into the foundational concepts of Dynamics 365 Customer Insights, understanding its role in aggregating and analyzing customer data. 

Journey Design and Configuration 

The certification explores the intricacies of designing customer journeys, including configuration options, decision points, and automation to enhance customer engagement. 

Data Integration and Mapping 

Understanding the seamless integration of data is crucial. The course covers how to integrate diverse data sources into Dynamics 365 Customer Insights and map them effectively for holistic insights. 

Analytics and Reporting 

Certified individuals gain insights into leveraging analytics tools and generating reports within Dynamics 365 Customer Insights to extract actionable insights from customer journeys. 

Benefits of MB-220 Certification 

Expertise in Customer Journey Management 

MB-220 certification validates an individual's expertise in designing, configuring, and optimizing customer journeys, a critical aspect of modern CRM. 

Strategic Decision-Making 

Certified Functional Consultants are equipped to make strategic decisions based on customer insights, contributing to enhanced customer satisfaction and loyalty. 

Integration Proficiency 

With a focus on data integration, certified individuals can seamlessly connect various data sources, ensuring a comprehensive view of customer interactions. 

Career Advancement 

MB-220 certification opens doors to advanced roles in CRM consultancy, customer experience management, and strategic marketing positions. 

Real-World Application and Practical Exercises 

The MB-220 certification goes beyond theoretical knowledge, incorporating real-world scenarios and practical exercises. This hands-on approach ensures that certified individuals can effectively apply their skills to create meaningful customer journeys in a professional setting. 


In conclusion, Microsoft Dynamics 365 Customer Insights (Journeys) Functional Consultant Certification (MB-220) is not just a certification; it's a pathway to becoming a proficient architect of customer experiences. From understanding core concepts to practical application, the comprehensive curriculum ensures that certified professionals are well-equipped to navigate the complexities of customer journey management. Embrace the power of Dynamics 365 Customer Insights, earn the MB-220 certification, and become a catalyst for transforming customer interactions in the dynamic realm of CRM. 

Common Questions about MB-220 (FAQ)

What is the salary of a Microsoft Dynamics Consultant? 

The salary of a Microsoft Dynamics Consultant can vary based on factors such as experience, certifications, and geographic location. On average, a Dynamics 365 Functional Consultant can earn a competitive salary, often higher than the industry average for IT professionals. 

Is a Functional Consultant role considered an IT job? 

Yes, a Functional Consultant role in Microsoft Dynamics 365 is generally considered an IT job. Functional Consultants work with IT systems and software, specializing in configuring and customizing Dynamics 365 solutions to meet the business needs of organizations. 

How do I become a Dynamics 365 Functional Consultant? 

Becoming a Dynamics 365 Functional Consultant typically involves the following steps: 

  • Educational Background - Obtain a relevant educational background in fields such as information technology, computer science, business management, or a related discipline. 
  • Gain Experience - Acquire hands-on experience with Microsoft Dynamics 365 by working on projects, either within an organization or through internships. 
  • Develop Skills - Develop essential skills in areas such as system configuration, customization, business process automation, and a deep understanding of Dynamics 365 modules. 
  • Obtain Certifications - Pursue relevant certifications, such as the Microsoft Certified: Dynamics 365 Sales Functional Consultant Associate (MB-210) certification, to validate your skills and enhance your professional credentials. 

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