Microsoft Dynamics 365 Customer Insights (MB-220)

• Basic knowledge of Microsoft Dynamics 365 and cloud concepts
• Familiarity with marketing principles and practices

Audience

• Microsoft Dynamics 365 Customer Insights (Journeys) Functional Consultants
• Marketing professionals
• IT professionals

Microsoft Dynamics 365 Customer Insights is a customer data platform (CDP) that helps you unify disparate data from multiple sources, gain a single view of customers, and derive intelligent insights that drive key business processes.

This instructor-led, live training (online or onsite) is aimed at beginner-level to intermediate-level IT professionals who wish to learn how to use Microsoft Dynamics 365 Customer Insights to create and manage marketing campaigns, optimize customer experiences, and deliver marketing insights. It is aligned to the MB-220 Exam, which is the certification exam for Microsoft Dynamics 365 Customer Insights (Journeys) Functional Consultant.

By the end of this training, participants will be able to:

• Understand the core concepts and benefits of Microsoft Dynamics 365 Customer Insights.
• Unify, enrich, and analyze customer data using Customer Insights.
• Create and manage segments, lists, forms, pages, leads, contacts, accounts, email messages, customer journeys, events, webinars, and surveys.
• Integrate Customer Insights with other applications and services.
• Monitor and optimize marketing performance and customer satisfaction.

Format of the Course

• Interactive lecture and discussion.
• Lots of exercises and practice.
• Hands-on implementation in a live-lab environment.

Course Customization Options

• To request a customized training for this course, please contact us to arrange.

Introduction

• What is Microsoft Dynamics 365 Customer Insights and why use it?
• Overview of Customer Insights features and components
• Installing and configuring Customer Insights
• Setting up a basic Customer Insights project

Unifying and Enriching Customer Data

• Customer data platform (CDP) concepts and benefits
• Data sources, entities, and fields in Customer Insights
• Unifying and mapping customer data
• Enriching customer data with AI and third-party data

Creating and Managing Segments and Lists

• Segmentation and list management concepts and benefits
• Segments and lists in Customer Insights
• Segment criteria and filters
• Exporting and importing segments and lists

Creating and Managing Forms and Pages

• Form and page creation concepts and benefits
• Forms and pages in Customer Insights
• Form and page design and customization
• Publishing and embedding forms and pages

Managing Leads, Contacts, and Accounts

• Lead, contact, and account management concepts and benefits
• Leads, contacts, and accounts in Customer Insights
• Qualifying and converting leads
• Associating and disassociating leads, contacts, and accounts

Creating and Managing Marketing Email Messages

• Marketing email message creation concepts and benefits
• Marketing email messages in Customer Insights
• Marketing email message design and customization
• Sending and tracking marketing email messages

Managing Customer Journeys

• Customer journey management concepts and benefits
• Customer journeys in Customer Insights
• Customer journey design and customization
• Publishing and monitoring customer journeys

Managing Events and Webinars

• Event and webinar management concepts and benefits
• Events and webinars in Customer Insights
• Event and webinar design and customization
• Publishing and hosting events and webinars

Configuring Dynamics 365 Customer Voice

• Dynamics 365 Customer Voice concepts and benefits
• Surveys in Dynamics 365 Customer Voice
• Survey design and customization
• Sending and analyzing surveys

Integrating Customer Insights with Other Applications and Services

• Integration concepts and benefits
• Integration with Dynamics 365 Sales, Customer Service, and Marketing
• Integration with Power Apps, Power Automate, and Power Virtual Agents
• Integration with Microsoft Teams, Outlook, and SharePoint
• Integration with third-party services and APIs

Monitoring and Optimizing Marketing Performance and Customer Satisfaction

• Monitoring and optimization concepts and benefits
• Dashboards and reports for measurement and analysis
• Insights and recommendations for optimization
• Copilot for exploration, analysis, and discovery
• Copilot for creative ideas and content

Summary and Next Steps