MB-280: Microsoft Dynamics 365 Customer Experience Analyst Training

Course Prerequisites

• Familiarity with customer relationship management (CRM) and basic customer service concepts.
• Basic understanding of Microsoft Dynamics 365 or previous experience with other CRM systems is beneficial.
• While prior experience with Dynamics 365 Customer Experience modules is not required, some exposure to sales, marketing, and customer service processes will be helpful.

Learning Objectives

By the end of this course, you will be able to:

1. Navigate and configure the key Dynamics 365 Customer Experience modules, including Sales, Customer Service, Marketing, and Field Service.
2. Manage customer interactions across multiple touchpoints, including phone, email, chat, and social media, to deliver personalized customer experiences.
3. Analyze customer data and segment audiences to improve customer engagement, retention, and satisfaction.
4. Implement customer journey management to ensure seamless and effective customer experiences through various stages of the buying process.
5. Configure customer service operations to handle service requests, cases, and incidents efficiently while improving response times.
6. Leverage AI and analytics within Dynamics 365 Customer Experience to generate actionable insights and improve customer satisfaction.
7. Prepare for the MB-280 certification exam with practical exercises, labs, and review of key customer experience management concepts.

Target Audience

This course is ideal for:

• Customer Experience Managers and Customer Service Leaders who want to optimize customer interactions and service delivery with Dynamics 365.
• CRM Consultants looking to specialize in Dynamics 365 Customer Experience and improve customer engagement strategies.
• Business Analysts who want to better understand customer data and use insights to enhance the customer journey across channels.
• Sales and Marketing Professionals looking to integrate Dynamics 365 into their customer-facing strategies for improved lead management and nurturing.
• Individuals preparing for the MB-280 certification exam to become certified as a Microsoft Dynamics 365 Customer Experience Analyst.