MB-260
Microsoft Customer Insights (Data) Specialist
Implement Dynamics 365 Customer Insights - Data to unify customer data, build profiles, measures and segments, and activate insights across the business.
Course Overview
MB-260 validates the skills to implement Dynamics 365 Customer Insights - Data, Microsoft's customer data platform. This course shows how to turn scattered customer data into a single, trusted view of each customer. You will ingest data from Dataverse, Azure Data Lake, Microsoft Fabric and other sources, then map, match and merge it into unified customer profiles. You will build measures, segments and enrichments, use AI predictions such as churn and customer lifetime value, and apply consent and data governance. The course then covers activating insights by exporting segments to marketing and advertising destinations, surfacing profiles in Dynamics 365 Sales and Customer Service, and integrating with Customer Insights - Journeys. Labs use realistic multi-source customer data, and the course ends with exam practice for MB-260.
Industry Applications
Retail & E-commerce
Single customer view for personalisation and loyalty
Banking & Insurance
Churn prediction and next-best-action insights
Hospitality & Travel
Guest profiles unified across booking and service systems
Marketing Analytics
High-value segments activated across channels
Format & Duration
Instructor-led • 3-4 Days • Hands-on Data Labs • Real-world Scenarios
Prerequisites
Familiarity with Dynamics 365 CE and basic data concepts recommended
Target Audience
Data analysts, marketing technologists, functional consultants and data engineers implementing a customer data platform.
Learning Outcomes
Ingest and prepare data from multiple sources
Unify data into customer profiles with match and merge rules
Build measures, segments and enrichments
Use AI predictions such as churn and lifetime value
Activate insights in Dynamics 365 and external destinations
Course Syllabus
Module 1: Customer Data Platform Concepts+
- •Customer Insights overview
- •Environments
- •Security and access
Module 2: Data Ingestion+
- •Data sources and connectors
- •Dataverse and Data Lake
- •Microsoft Fabric
- •Data preparation
Module 3: Data Unification+
- •Source fields mapping
- •Deduplication
- •Match and merge rules
- •Unified profiles
Module 4: Measures, Segments and Enrichment+
- •Measures
- •Segments and quick segments
- •Enrichments
- •Activities
Module 5: AI and Predictions+
- •Churn prediction
- •Customer lifetime value
- •Product recommendations
- •Copilot
Module 6: Activation and Governance+
- •Exports and destinations
- •Customer card in Dynamics 365
- •Consent and privacy
- •Exam preparation