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Professional IT Training Australia | Technisaur
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MB-280 – D365 Customer Experience Analyst

MB-280 - D365

$3,950.00

This 5-Day course is designed to equip participants with the skills and knowledge required to confidently configure, customise, and extend the functionality of Dynamics 365 Sales to support and optimise an organisation’s sales processes. It explores key areas including Dynamics 365 Customer Insights, the Microsoft Power Platform, and advanced Dynamics 365 Sales capabilities. Participants will gain practical, hands-on experience with model-driven apps, data management, security configuration, and integration with Microsoft 365 services—ensuring they are well-prepared to enhance the customer experience within their organisation.

Learning Outcomes

Upon completion, participants will be able to:

  • Configure and manage standard and premium features in Dynamics 365 Sales.
  • Implement collaboration tools within Dynamics 365 Sales.
  • Customise and extend Dynamics 365 Sales using Microsoft Power Platform.
  • Configure and manage Dataverse components, including tables, columns, and relationships.
  • Visualise and manage data within Dataverse using a variety of tools and templates.
  • Set up and utilise sales accelerator features in Dynamics 365 Sales.
  • Implement and manage goal tracking within Dynamics 365 Sales and Customer Service.
  • Enhance Dynamics 365 Sales with Microsoft 365 services and mobile applications.
  • Use Dynamics 365 Customer Insights – Journeys for real-time customer engagement.
  • Uncover customer intent through Dynamics 365 Customer Insights – Data.

Audience Profile

This course is ideal for Microsoft Dynamics 365 customer experience analysts involved in or preparing to participate in Dynamics 365 Sales implementations.
It also suits professionals responsible for configuring and customising Dynamics 365 Sales to streamline and strengthen their organisation’s sales process.
Ideal candidates will have a foundational understanding of sales processes, user experience, and customer relationship management systems, along with working knowledge of Dynamics 365 and the Microsoft Power Platform.

Prerequisites

Participants are expected to have:

  • Experience configuring model-driven apps within Microsoft Power Apps.
  • A basic understanding of accounts, contacts, leads, opportunities, and activities within Dynamics 365 Sales.
  • Familiarity with Dataverse, including tables, columns, relationships, and the security model.
  • Foundational knowledge of Power Automate, including connectors, triggers, and actions.
  • Prior experience working with Dataverse solutions

Cancellation Policy

To cancel or, reschedule please contact us 10 days before the course

Contact Details

0410077106

fusman@technisaur.com.au.au

Melbourne VIC, Australia

Modules

Module 1: Get Started with Dataverse

  • Create and manage environments in Dataverse.

  • Build and manage tables and columns.

  • Import, export, and view data efficiently.

  • Connect to external data sources within a Power Apps canvas app.

Module 2: Create Relationships, Business Rules, Calculations, and Rollups in Dataverse

  • Establish relationships between tables in Dataverse.

  • Define and implement business rules to automate processes.

  • Create calculated and rollup columns for dynamic data insights.

Module 3: Customise the Command Bar in Power Apps

  • Tailor the command bar to fit business needs.

  • Explore common scenarios for command bar customisation.

  • Apply advanced concepts to enhance command bar functionality.

Module 4: Visualise, Import, and Export Microsoft Dataverse Data

  • Visualise data using Dataverse views.

  • Use Power Query to import data into Dataverse.

  • Apply Microsoft Word and Excel templates for reporting.

  • Export Dataverse data and update records through Excel.

  • Leverage Azure and external tools for advanced data management.

Module 5: Work with Dynamics 365 Sales

  • Get started with Dynamics 365 Sales.

  • Configure and customise Dynamics 365 Sales to suit organisational needs.

  • Manage leads, opportunities, and product catalogues.

  • Process sales orders and maintain customer relationships.

  • Analyse sales data for performance insights.

Module 6: Set Up and Use Sales Accelerator in Dynamics 365 Sales

  • Configure the Sales Accelerator feature.

  • Design sales sequences using Sales Insights.

  • Manage segments and assignment rules for lead prioritisation.

  • Communicate with customers via text messages within Dynamics 365 Sales.

Module 7: Implement Goal Management in Dynamics 365 Sales and Customer Service

  • Define and monitor individual goals across Sales and Customer Service.

  • Use goal metrics to track and measure performance outcomes.

Module 8: Enhance Dynamics 365 Sales with Tools and Apps

  • Integrate Microsoft 365 services with model-driven apps and Dataverse.

  • Explore and configure the Dynamics 365 Sales mobile app.

Module 9: Work with Real-Time Features in Dynamics 365 Customer Insights – Journeys

  • Create emails, text messages, and forms within Customer Insights – Journeys.

  • Manage consent and design personalised customer journeys.

  • Handle lead scoring and engagement tracking.

  • Extend and customise real-time marketing features.

Module 10: Unlock Customer Intent with Dynamics 365 Customer Insights – Data

  • Get started with Customer Insights – Data.

  • Ingest, cleanse, and enrich customer data.

  • Build unified customer profiles and manage external data connections.

  • Configure and administer Customer Insights – Data effectively.

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This 5-Day course empowers participants to configure, customise, and extend Microsoft Dynamics 365 Sales to optimise their organisation’s sales processes. Through practical, hands-on learning, participants explore advanced features, data management, security, and integration with Microsoft Power Platform and Microsoft 365, enabling them to deliver enhanced customer experiences and smarter sales outcomes.

  • From 9 am - 5 pm

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