MB-280
Microsoft Dynamics 365 Customer Experience Analyst
Configure Dynamics 365 Sales and Customer Insights to manage the full customer journey, from lead capture and pipeline to personalised engagement.
Course Overview
MB-280 is the role-based certification for functional consultants who implement Dynamics 365 Sales together with Customer Insights. It replaced the earlier Sales (MB-210) and Marketing (MB-220) exams, reflecting how organisations now design a single customer experience across marketing and sales. In this hands-on course you will configure Dynamics 365 Sales: sales processes and business process flows, products and price lists, quotes and orders, forecasting, sales accelerator and Copilot for sellers. You will then use Customer Insights - Journeys to build segments, emails, forms and real-time journeys, and connect them to sales activity. The course also covers Dataverse customisation, security roles, reporting with dashboards and Power BI, and collaboration through Microsoft Teams and Outlook. Every module ends in a lab built on a realistic business scenario, and the course closes with exam practice for MB-280.
Industry Applications
B2B Sales
Pipeline management, forecasting and seller productivity with Copilot
Marketing Teams
Real-time journeys, segmentation and lead nurturing
Professional Services
Account management and opportunity tracking for complex deals
Retail & Consumer
Personalised customer engagement across channels
Format & Duration
Instructor-led • 4-5 Days • Hands-on Labs • Real-world Scenarios
Prerequisites
MB-910 or equivalent Dynamics 365 CE familiarity recommended
Target Audience
Functional consultants, CRM analysts, sales operations and marketing operations professionals implementing Dynamics 365 Sales and Customer Insights.
Learning Outcomes
Configure Dynamics 365 Sales processes, products and pricing
Set up forecasting, sales accelerator and Copilot for sellers
Build segments, journeys and lead scoring in Customer Insights - Journeys
Customise Dataverse tables, forms, views and security
Deliver reporting with dashboards and Power BI
Course Syllabus
Module 1: Customer Experience Foundations+
- •Dynamics 365 Sales and Customer Insights overview
- •Environment setup
- •Dataverse basics
Module 2: Configure Dynamics 365 Sales+
- •Leads, opportunities and business process flows
- •Products, price lists and discounts
- •Quotes, orders and invoices
Module 3: Seller Productivity+
- •Sales accelerator and sequences
- •Forecasting
- •Copilot in Sales
- •Teams and Outlook integration
Module 4: Customer Insights - Journeys+
- •Segments
- •Emails, forms and events
- •Real-time journeys
- •Lead scoring and handoff
Module 5: Customisation and Security+
- •Tables, forms and views
- •Business rules
- •Security roles and teams
Module 6: Reporting and Insights+
- •Dashboards and charts
- •Power BI
- •Sales insights
- •Exam preparation