Microsoft Certified: Dynamics 365 Customer Experience Analyst Associate (MB-280)
Master Dynamics 365 Sales as a customer experience analyst—configuring, customizing, and extending the platform to automate and accelerate sales processes for faster wins and better customer experiences.
As a candidate, you'll configure sales entities, workflows, and pipelines; customise forms, views, dashboards, and rules; build automation with Power Automate, business process flows, and Copilot; extend functionality using Dataverse and low-code tools; and drive performance with AI insights, forecasting, opportunity scoring, and pipeline analytics.
Training Overview
By the end of this course, you will be able to:
Set up and adjust both the standard and premium features in Dynamics 365 Sales so they actually fit how sales teams work day to day.
Make good use of the built-in AI tools—like opportunity scoring, predictive forecasting, and Copilot—to help sellers get more done with less effort.
Set up and run full marketing journeys in Dynamics 365 Customer Insights - Journeys, so marketing hands off warm leads to sales smoothly.
Simplify and automate sales processes to cut out repetitive manual steps and keep things moving faster.
Add collaboration features (like Teams integration, shared dashboards, and co-editing) so the whole team stays on the same page.
Handle security properly—set up roles, teams, business units, field-level permissions, and access rules that make sense for the organisation.
Customise Dynamics 365 Sales to match specific business needs using forms, views, dashboards, business rules, and process flows.
Extend the system where needed with Power Platform tools: Dataverse, Power Apps, Power Automate cloud flows, and custom connectors.
Bring in and configure Dynamics 365 Customer Insights - Journeys and Customer Insights - Data to support better sales and marketing coordination
You should have proficiency in Dynamics 365 Sales and be familiar with:
Microsoft Dataverse
Course Agenda
Day 1: Dataverse Fundamentals & Customisation
Build and manage the core data layer that powers Dynamics 365 Sales and other apps.
Create and manage environments.
Create and manage tables and columns.
Load/export data and create data views
Connect to other data in Power Apps canvas apps.
Create relationships, business rules, calculations, and rollups in Dataverse.
Create relationships between tables.
Define and create business rules.
Create calculation or rollup columns.
Customise the command bar in Power Apps.
Customise the command bar.
Common scenarios and advanced concepts (Labs: Create tables/relationships, add business rules & calculated columns, customise command bars)
Day 2: Data Visualisation, Import/Export & Dynamics 365 Sales Basics
Handle data movement and get hands-on with core Sales setup.
Visualise, import, and export Microsoft Dataverse data.
Visualise data with Dataverse views.
Use Power Query to load data.
Work with Word/Excel templates.
Export/edit data in Excel