MB-280T01 Dynamics 365 CE – Configure and Build Model Driven Solutions (Dynamics 365 Customer Experience Analyst)

MB-280: Dynamics 365 Customer Experience Analyst – Configure: Sales, Customer Insights (Marketing)

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

Overview

Accelerate your career and transform your organization’s customer engagement strategy with this comprehensive 3-day training. The MB-280 series equips professionals with the practical skills to configure, customize, and optimize Dynamics 365 Customer Engagement (CE) using model-driven apps, Microsoft Copilot for Sales, and Customer Insights.

This course is a powerful combination of Sales, Customer Service, Administration, and Low-Code Configuration—designed to help you deliver intelligent, personalized customer experiences at scale.

Audience Profile

This course is ideal for:

• Business leaders seeking to modernize CRM systems
• IT professionals and Dynamics 365 administrators
• Functional consultants aiming to integrate AI and low-code tools
• Teams looking to boost sales productivity and customer satisfaction

You Will Learn How To:

• Leverage Dynamics 365 Sales and Microsoft Copilot for Sales to drive smarter selling
• Understand the fundamentals of model-driven app configuration in Dynamics 365 CE
• Create, customize, and manage apps tailored to sales and service workflows
• Configure entities, forms, views, dashboards, and security roles
• Use Customer Insights to build personalized journeys and campaigns
• Administer and extend Dynamics 365 CE using Dataverse and low-code tools

Course Modules

Module 1: Empower Sellers with Dynamics 365 Sales

• Introduction to Dynamics 365 Sales
• Core configuration and setup
• Lead and opportunity management
• Product catalog and sales order processing
• Forecasting and relationship selling
• Sales data analysis and reporting

Module 2: Design Customer Journeys with Dynamics 365 Customer Insights

• Create and manage customer journeys
• Build targeted email campaigns
• Integrate Customer Insights with Sales data
• Real-world project: Configure a customer experience solution

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

• Create and manage Dataverse environments
• Build tables, columns, and relationships
• Define business rules, rollups, and calculations
• Customize command bars and data views
• Load and export data using Power Query
• Use Excel and Word templates for data manipulation
• Connect external data sources and use Azure tools

Wrap-Up & Best Practices

• 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
• Become a strategic leader in customer experience transformation