MB-280: Microsoft Dynamics 365 Customer Experience Analyst Course Overview
The MB-280 course equips professionals with essential skills to analyze and enhance customer experiences using Microsoft Dynamics 365. Designed for customer service representatives, analysts, and consultants, this course covers key concepts and tools to optimize customer interactions, improve service efficiency, and drive business success in an increasingly competitive landscape.
Course outline & what you'll learn
- Introduction to Microsoft Dynamics 365 Customer Experience
Overview of Dynamics 365 applications
- Understanding customer experience concepts
- Getting Started with Dynamics 365 Customer Engagement
- Navigating the Dynamics 365 interface
- Customizing the user interface
- Customer Engagement Features
- Exploring key customer engagement features
- Managing customer data
- Business Process Flows
- Creating and managing business process flows
- Automating business processes
- Dashboards and Reporting
- Creating and customizing dashboards
- Using reports for data analysis
- Integration with Microsoft Power Platform
Overview of Power Apps and Power Automate
- Integrating customer experience solutions
- Security and Compliance
- Understanding security roles and permissions
- Ensuring data compliance
- Managing Customer Relationships
- Utilizing customer relationship management tools
- Strategies for effective customer engagement
- Case Management
- Implementing case management processes
- Tracking and resolving customer issues
- Advanced Customization and Configuration
- Customizing entities and fields
- Configuring forms and views
- Final Project and Review
- Application of learned skills in a practical project
- Course review and assessment
Why train with Traincrest
This Microsoft course is delivered by Traincrest's certified instructors, live online or in the classroom, with hands-on labs and a 98% exam success rate. Trusted by 500+ companies and 50,000+ students worldwide.