Dynamics 365 Customer Insights helps organizations deliver exceptional experiences
personalized to every customer. In this course, students will learn how to work with key
features of Customer Insights – Data and Customer Insights – Journeys. First,
students will learn about the business value of using a customer data platform. They will
ingest data into Customer Insights – Data, create unified customer profiles, and create
segments to help target specific audiences. Then, students will build impactful and
personal experiences using Customer Insights – Journeys. They will create marketing
assets like emails and text messages and deliver them via segment- and trigger-based
journeys. This course is part of a four-course series (MB-280T01-T04) aligning to the
MB-280 certification exam.
Course Outline
Lesson 1: Create emails in Dynamics 365 Customer Insights – Journeys
- Introduction
- Manage assets
- Create marketing emails
- Personalize content
- Use brand profiles
- Use Copilot to generate email content ideas
- Style emails with AI-assisted themes
- Create content blocks
- Preview and test emails
- Check your message for errors and publish
- Send emails without building a journey
- Edit a live email
- Prevent sending emails to duplicated email addresses
- Check your knowledge
- Summary
Lesson 2: Create text messages and push notifications in Dynamics 365 Customer Insights – Journeys
- Introduction
- Create text messages
- Create push notifications
- Check your knowledge
- Summary
Lesson 3: Create forms in Dynamics 365 Customer Insights – Journeys
- Introduction
- Create and manage forms
- Edit and publish forms
- Check your knowledge
- Summary
Lesson 4: Manage consent in Dynamics 365 Customer Insights – Journeys
- Introduction
- Manage consent for email and text messages
- View and manage consent records
- Check your knowledge
- Summary
Lesson 5: Build journeys with Dynamics 365 Customer Insights – Journeys
- Introduction
- Create and manage segments
- Work with triggers
- Create a journey
- Add messages to the journey
- Add activities to the journey
- Add other elements to the journey
- Publish journeys
- Check your knowledge
- Summary
Lesson 6: Manage leads and scoring in Customer Insights – Journeys
- Introduction
- Generate leads
- Create sales activities from lead signals
- Create scoring models
- Check your knowledge
- Summary
Lesson 7: Extend real-time marketing capabilities within Dynamics 365 Customer Insights – Journeys
- Introduction
- Collaborate using built-in Microsoft Teams chat
- Create Dataverse triggers
- Create custom triggers
- Trigger an action outside a journey
- Move custom triggers between environments
- Check your knowledge
- Summary
Lesson 8: Get started with Dynamics 365 Customer Insights – Data
- Introduction
- Dynamics 365 Customer Insights – Data
- Customer Insights architecture
- Work with demo data
- Get started
- Consume Customer Insights data
- Copilot in Customer Insights-Data
- Check your knowledge
- Summary
Lesson 9: Ingest data into Customer Insights – Data
- Introduction
- Import data sources using Power Query
- Clean, transform, and load data
- Connect to an Azure Data Lake
- Connect to a Microsoft Dataverse
- Work with data sets
- Refresh data sources
- Check your knowledge
- Summary
Lesson 10: Create a unified customer profile in Dynamics 365 Customer Insights – Data
- Introduction
- Define source columns
- Define duplicate record settings
- Define matching rules
- Create a unified customer profile
- Exercise – Create a Customer Insights – Data instance, ingest data, and unify data
- Check your knowledge
- Summary
Lesson 11: Work with Dynamics 365 Customer Insights – Data
- Introduction
- Configure searching and filtering indexes
- Define activities
- Work with measures
- Segmentation
- Get suggested segments
- Segment insights
- Use Customer Insights – Data for a complete solution
- Check your knowledge
- Summary
Lesson 12: Enrich data and predictions with Customer Insights – Data
- Introduction
- Enrich data
- Brand and interest enrichment
- Use enrichment services
- Work with predictions
- Predict subscription churn
- Use machine-learning models
- Check your knowledge
- Summary
Lesson 13: Manage external connections with Customer Insights – Data
- Introduction
- Export Customer Insights data
- Display customer data in Dynamics 365 applications
- Use Customer Insights – Data with Microsoft Power Platform
- Use Customer Insights – Data with Azure Synapse
- Use Customer Insights APIs
- Check your knowledge
- Summary
Lesson 14: Configure and administer Customer Insights – Data
- Introduction
- Create and set up environments
- System process status
- Schedule system refreshes
- Set up user permissions
- Check your knowledge
- Summary
