MB-280T04: Configure a Dynamics 365 CE Sales, Customer Service solution

Configure a Dynamics 365 CE Solution  MB-280

Overview

MB-280T04: Mastering Dynamics 365 Customer Experience Solutions

Duration: 3 Days
Format: Instructor-led or virtual workshop
Level: Intermediate to Advanced
Certification Path: Dynamics 365 Customer Experience Analyst Associate MB-280

Course Overview

This class is a follow-on to the product specific classes of MB-280 Sales, Customer Insights, Configure a Dynamics 365 Model App. Unlock the full potential of Dynamics 365 Customer Engagement with this immersive 3-day workshop. Designed for professionals who want to transform customer experiences, this course delivers hands-on skills in configuring, customizing, and optimizing model-driven apps across Sales, Customer Service, and Customer Insights.

Whether you’re upgrading your CRM strategy or integrating AI-driven insights, this course empowers you to become a Dynamics 365 leader in your organization.

Who Should Attend

This course is ideal for:

• Power Users seeking to enhance or upgrade and existing CRM, older version of Dynamics 365 CE Sales, Customer Service, Marketing, Customer Insights
• You want to know how to improve the Dynamics 365 CE (CRM) you already have
• You want to align the Dynamics 365 CE with your companies needs
• Business leaders seeking to modernize customer engagement
• IT professionals and CRM administrators aiming to enhance Dynamics 365 CE
• Functional consultants looking to integrate low-code solutions and AI

Course Modules

Module 1: Give your Sellers the Dynamics 365 Sales they want to use!

Drive revenue and build stronger relationships with a fully optimized sales process.

• Configure and customize model-driven apps for sales
• Manage leads, opportunities, and product catalogs
• Forecast sales and analyze performance
• Implement relationship selling strategies

Module 2: Design effective Customer  Marketing Journeys with Dynamics 365 Customer Insights

Deliver personalized experiences that convert and retain customers.

• Build and manage customer marketing workflows and campaigns (journeys)
• Create targeted email campaigns to specify marketing segments in your database
• Integrate Customer Insights with Sales data plus enhanced data enrichment using data connectors to other data systems
• Project: Configure a real-world customer experience solution

Module 3: Administer & Configure Model-Driven Apps (Low-Code)

The best CRM is one that matches your company’s specific business style.

You can configure  backend of Dynamics 365 with Dataverse and low-code tools to match your business.

• Create and manage tables, columns, and relationships
• Define business rules and calculations
• Customize command bars and data views
• Integrate external data sources and use Power Query
• Export and manipulate data with Excel and Word templates

Wrap-Up & Best Practices

• Proven strategies for continuous improvement
• Final Q&A and discussion
• Recap of key takeaways and next steps

Learning Outcomes

By the end of this course, participants will:

• Confidently configure and deploy Dynamics 365 CE solutions
• Empower sales teams with intelligent tools and workflows
• Deliver personalized customer journeys using Customer Insights
• Leverage low-code tools to streamline administration and data management