I. Overview:

This course represents the four-course series (MB-280T01-T04) aligning to the MB-280 certification exam. In this 5-day course series, students will learn the skills necessary to configure the Dynamics 365 customer experience model-driven apps, which include Dynamics 365 Sales and Dynamics 365 Customer Insights.

II. Duration: 40 hours (5 days)

III. Intended Audience:

This course is designed for IT or marketing professionals who want to learn how to leverage model-driven applications, Dynamics 365 Sales, Dynamics 365 Customer Insights, and Microsoft 365 Copilot for Sales for their organizations. Students should be familiar with Microsoft Power Apps and basic data modeling principles. Students should also be familiar with the Dynamics 365 customer experience suite, including Dynamics 365 Sales and Dynamics 365 Customer Insights.

IV. Prerequisites:

A basic understanding of Dynamics 365 application navigation, including familiarity with core records such as leads, opportunities, and the product catalog.

V. Course outlines:

1. Get started using Dataverse

• Create and manage environments in Dataverse: An environment is a space to store, manage, and share your organization's business data that is stored within an instance of a Dataverse database. You can set up one or many environments, depending on the needs of your organization. This module explores these environments and how you can use them with instances of Dataverse databases.
• Create tables in Dataverse: Dataverse lets you securely store and manage data that's used by business applications. Standard and custom tables within Dataverse provide a secure and cloud-based storage option for your data.
• Manage tables in Dataverse: Dataverse tables are similar to tables in a database. Every instance of a Dataverse database includes a base set of tables that provide structure for data that is commonly used by business applications.
• Create and manage columns within a table in Dataverse: Do you want to create new data columns or use existing standardized columns for your business solutions? This module shows you how to manage or create new columns within a table in Dataverse.
• Work with choices in Dataverse: Do you want to create standardized choice lists that you can use across all of your Power Apps? This module shows you how to create new or use standard choice lists called choices in Dataverse.
• Load/export data and create data views in Dataverse: Dataverse lets you load data into or export tables from other tables by using Microsoft Excel. You can also create views to quickly review data that is stored within a table.
• Connect to other data in a Power Apps canvas app: Do you need to connect to data that isn't tabular? This module will help with that. It includes discussion of action-based connectors, Flow, and user data.

2. Create relationships, business rules, calculations, and rollups in Dataverse

• Create a relationship between tables in Dataverse: Do you need to create relationships between tables? This module will show how and why you can separate data into tables and how to relate between tables to build complex and robust business solutions. It will also explain the different kinds of relationships that you can define between tables in Dataverse.
• Define and create business rules in Dataverse: The ability to build business rules that ensure consistent business logic whatever app is accessing that data set is imperative to a successful business operation. This module will show you how you can build business rules that are triggered anytime they're used within Dataverse.
• Create and define calculation or rollup columns in Dataverse: Do you want to use rollup or calculation columns? This module shows you how to build calculations or rollups that are defined and triggered within the data in Dataverse, regardless of the app that accesses that data set.

3. Create a model-driven application in Power Apps

• How to build your first model-driven app with Dataverse: Do you want to quickly build apps with little to no code? This module focuses on the building blocks of Dataverse and model-driven apps. These key components will help you build quick business apps in your organization.
• Create tables in Dataverse: Dataverse lets you securely store and manage data that's used by business applications. Standard and custom tables within Dataverse provide a secure and cloud-based storage option for your data.
• Get started with model-driven apps in Power Apps: Model-driven app design is an approach that focuses on quickly adding components to your apps. These components include dashboards, forms, views, and charts. With little or no code, you can make apps that are simple or complex.
• Configure forms, charts, and dashboards in model-driven apps: In this module, you'll learn about forms, grids, views, charts, and dashboards that can be used in model-driven apps.

4. Customize the command bar in Power Apps

• Customize the command bar: Learn to implement actions for customized commands on the command bar in Power Apps.
• Common command bar scenarios: This module explores some common scenarios for customizing the command bars in Power Apps model-driven apps. Using Power Fx logic, you implement custom commands that handle various use cases. By combining these techniques, you provide app users with command bar commands that implement their unique requirements.
• Advanced command bar concepts: In Power Apps model-driven apps, command bars provide users with a set of commands they can select to run custom logic. In this module, we'll explore some advanced concepts and techniques you can use when customizing command bar commands.

5. Visualize, import, and export Microsoft Dataverse data

• Visualize data with Dataverse views: The number of records and columns for many Dataverse tables can be overwhelming. To help Power Apps users be more efficient, you can create Dataverse views. You can access the sorting, filtering, and display properties of Dataverse views in Power Apps Studio. In this module, you explore how to take advantage of Dataverse views to visualize data by using only the required columns, records, and applicable sorting.
• Use Power Query to load data in Dataverse: Synchronizing data from different sources to a Microsoft Dataverse table can seem overwhelming. To help Power Apps users with these processes, the users can create Dataverse dataflows. Dataflows use the Power Query interface that is accessible in Power Apps Studio to provide a guided approach. Also, in this module, you'll explore how Power Query can help load data into Dataverse tables.
• Use Microsoft Word and Excel templates with Dataverse: Explore how you can create data analysis and standardized documents by using Microsoft Dataverse data along with Microsoft Word and Excel templates.
• Export data from Dataverse and use Microsoft Excel to edit records: Explore how you can use Microsoft Excel files to export and edit Microsoft Dataverse table data.
• Use Azure and external tools to manipulate data: Explore how Azure and external tools can provide solutions to help you manipulate Microsoft Dataverse records.

6. Work with Dynamics 365 Sales

• Create powerful customer experiences for organizations with Dynamics 365 apps: Explore how you can use Dynamics 365 customer engagement apps to deliver powerful customer experiences for your customers.
• Get started with Dynamics 365 Sales: Learn about some elements of Dynamics 365 Sales to help you get started working with the application.
• Set up and configure Dynamics 365 Sales: Dynamics 365 Sales helps salespeople build strong relationships with their customers, act based on insights, and close sales faster. It also helps to track accounts and contacts, nurture sales from lead to order, and create sales collateral. This module introduces the Dynamics 365 Sales application and explains how to set up the application.
• Manage leads with Dynamics 365 Sales: The lead management capabilities in Microsoft Dynamics 365 let you connect with your customers in a whole new way. This module provides an overview of what leads are, and describes the different options for creating leads, managing them, and working with them throughout their lifecycle. It also provides information about qualifying and disqualifying leads. The more leads you have, the greater your chances of getting opportunities and successfully closing deals.
• Manage opportunities with Dynamics 365 Sales: The opportunity management capabilities in Microsoft Dynamics 365 make it easy to manage opportunities and convert more leads. In this module, you'll learn how and when opportunities are used and managed in Dynamics 365. You'll also learn about the options for creating opportunities, their relationships with other records, and how to manage them throughout their lifecycle. By providing a complete view of the customer, Dynamics 365 helps you win more deals.
• Manage and organize your product catalog with Dynamics 365 Sales: Microsoft Dynamics 365 helps organize and manage even the most complex product catalog to support your customers in customer engagement scenarios (for example, sales and column service). In this module, you learn how to define products, families, and bundles, take advantage of product properties, and define price lists. You also learn about pricing options for increased consistency and efficiency.
• Process sales orders with Dynamics 365 Sales: You might sell different items using different processes. However, you must set up at least one sales process in Microsoft Dynamics 365 Sales. But you can set up other processes to match how your business works. Use sales order processing to automate your organization. Create and manage orders and support different sales processes such as creating and managing quotes, and working with orders, and invoices.
• Configure forecasts in Dynamics 365 Sales: Do you need to anticipate future demand, identify problems and opportunities, and improve overall growth performance? Configure forecasts in Dynamics 365 Sales to meet customer needs, minimize waste, reduce costs, and improve performance.
• Manage relationships with relationship selling in Dynamics 365 Sales: Selling today is about building long-standing relationships with customers. Customers should see you as a trusted advisor to whom they can turn when they need guidance. Building relationships is about knowing who your customers are, what they need, and when to engage with them. Microsoft Social Engagement and LinkedIn Sales Navigator are examples of applications that you can integrate with Dynamics 365 to build these relationships. Additionally, knowing which sales play to execute based on specific situations and understanding the overall health of a customer's relationship with your organization can help to increase your volume and quantity of sales.
• Analyze Dynamics 365 sales data: Microsoft Dynamics 365 has multiple analytical options to help organizations drive business decisions that are based on past sales numbers and trends. For example, organizations can define custom views that show specific types of data, use charts to drill into more details about different sales-related records, or even analyze data by using external tools like Microsoft Excel and Microsoft Power BI.

7. Set up and use the sales accelerator capabilities in Dynamics 365 Sales

• Set up Sales accelerator in Dynamics 365 Sales: The Sales accelerator in Dynamics 365 Sales provides sellers with a tailored experience that helps them minimize the time that they need to spend identifying which customer to reach out to next. The system gathers information from multiple sources so that sellers can focus on how to best approach their customers. With the Sales accelerator, sellers can sell smartly by building a strong and prioritized pipeline, offering context, and showing automated recommendations throughout a sales sequence that helps accelerate the sales process.
• Create sales sequences with Sales Insights: Salespeople engage with multiple customers every single day. They're responsible to qualify leads, nurture opportunities and to do so they need to be laser focused and act effectively in a timely manner. Sales organizations continuously invest in ongoing training and coaching so that salespeople are familiar with best practices and operate according to the business processes recommended in their organization. Sequences help sellers align to these processes by following a predefined set of consecutive actions reflecting their sales organization best practices. In this module, you learn how to create and manage sequences for your organization. The following tutorials help you get started with creating a basic sequence, connecting it to a record, modifying it, and so forth.
• Work with segments in Dynamics 365 Sales accelerator: In Dynamics 365 Sales accelerator, a segment is a collection of records that are grouped together based on certain conditions, such as location, deal value, language, and product. You can use segments to automatically connect records to sequences and create assignment rules to automatically assign sellers to records.
• Work with assignment rules in Dynamics 365 Sales accelerator: To assist organizations with assigning records, Dynamics 365 Sales includes an assignment rules feature. Organizations can use assignment rules to have new leads and opportunities automatically assigned to sellers or sales teams. This approach helps reduce the amount of time and effort that's required to manually assign records, prevent the loss of unassigned records, and balance assignments among sellers.
• Engage with customers through text messages in Dynamics 365 Sales: Sending and receiving text messages is an effective way for sellers to reach out to potential customers. Text messages are fast, convenient, and allow for quick responses. Additionally, using text messaging makes it easier for sellers to stay in touch with their customers by quickly responding to questions or concerns and providing updates and information on products and services. With Dynamics 365 Sales, sellers can engage with customers through the text message feature.

8. Implement goal management in Dynamics 365 Sales and Customer Service

• Define and track individual goals in Dynamics 365 Sales and Customer Service: Define and track your customer service related goals including identifying metrics.
• Use goal metrics in Dynamics 365 Sales and Customer Service: Identify customer service metrics, creating goal metrics, and work with roll-up columns and queries.

9. Enhance Dynamics 365 Sales with tools and apps

• Use Microsoft 365 services with model-driven apps and Microsoft Dataverse: Microsoft 365 services, such as SharePoint and Microsoft Exchange, can help fill areas where model-driven apps don't have the tools necessary to help meet your specific needs.
• Get started with the Dynamics 365 Sales mobile app: The Dynamics 365 Sales mobile app helps sellers build better relationships with their customers and be more productive.

10. Use Dynamics 365 Copilot for Sales

• Boost sales performance with Microsoft 365 Copilot for Sales: Microsoft 365 Copilot for Sales is an AI assistant designed for sellers and sales teams, aiming to enhance their efficiency. It enables sellers to maximize productivity and advance customer relationships, ultimately leading to increased deal closures. Copilot for Sales connects to Salesforce Sales Cloud and Microsoft Dynamics 365 Sales to bring sales insight and next-generation AI into the tools they use daily like Microsoft Outlook, Microsoft Teams, and other Microsoft 365 apps. Copilot for Sales also includes Copilot for Microsoft 365, helping organizations benefit more broadly from productivity enhancements across their workflows.
• Deploy and configure Microsoft 365 Copilot for Sales: In this module, we walk through the different components used to deploy and configure Microsoft 365 Copilot for Sales, including the high-level architecture, deploying to different clients, customizing Copilot for Sales, deploying AI features, configuration options, and extendable options.

11. Work with real-time features in Dynamics 365 Customer Insights – Journeys

• Create emails in Dynamics 365 Customer Insights – Journeys: This module covers emails, assets, and personalization in the real-time work area of Dynamics 365 Customer Insights - Journeys.
• Create text messages and push notifications in Dynamics 365 Customer Insights – Journeys: This module covers text messages and push notifications in the real-time work area of Dynamics 365 Customer Insights - Journeys.
• Create forms in Dynamics 365 Customer Insights – Journeys: This module covers forms in the real-time work area of Dynamics 365 Customer Insights - Journeys.
• Manage consent in Dynamics 365 Customer Insights – Journeys: This module covers consent in the real-time work area of Dynamics 365 Customer Insights - Journeys.
• Build journeys with Dynamics 365 Customer Insights – Journeys: This module covers segments, triggers, and journeys within the real-time work area of Dynamics 365 Customer Insights - Journeys.
• Manage leads and scoring in Customer Insights – Journeys: This module discusses how you can use the capabilities in Dynamics 365 Customer Insights – Journeys to help grow your pipeline while ensuring that qualified leads receive attention from your sales teams.
• Extend real-time marketing capabilities within Dynamics 365 Customer Insights – Journeys: This module explains how to extend the Dynamics 365 Customer Insights - Journeys real-time marketing capabilities to create personalized experiences that speak directly to your customers' needs as they interact with your organization.

12. Unlock customer intent with Dynamics 365 Customer Insights – Data

• Get started with Dynamics 365 Customer Insights – Data: Get started with Dynamics 365 Customer Insights - Data and learn how to gain insights to your customers.
• Ingest data into Customer Insights – Data: Customer Insights - Data ingests data from all your different data sources and unifies them into a single customer profile. From within the customer profile, you can track data across different demographics, and identify trends based on key data you want to track.
• Create a unified customer profile in Dynamics 365 Customer Insights – Data: Dynamics 365 Customer Insights - Data is an intuitive and flexible customer data platform (CDP) that helps you unlock insights and build a deeper understanding of your customers. In this module, you'll learn about creating a unified customer profile in Customer Insights - Data.
• Work with Dynamics 365 Customer Insights – Data: Customer Insights - Data ingests data from all of your different data sources and unifies them into a single customer profile. In this module, learn about working with Customer Insights - Data.
• Data enrichment in Dynamics 365 Customer Insights – Data: This module discusses how Customer Insights - Data can assist organizations by examining the different enrichment and prediction options that are available.
• Predictions in Dynamics 365 Customer Insights – Data: This module discusses how Customer Insights - Data can assist organizations by examining the different prediction options that are available.
• Manage external connections with Customer Insights – Data: Learn how to manage external connections with Customer Insights - Data.
• Configure and administer Customer Insights – Data: Use Customer Insights- Data to administer permission configuration, environments, and system processes.

13. Validate your Dynamics 365 customer experience analyst skills

• Create emails in Dynamics 365 Customer Insights – Journeys: This module covers emails, assets, and personalization in the real-time work area of Dynamics 365 Customer Insights - Journeys.
• Build journeys with Dynamics 365 Customer Insights – Journeys: This module covers segments, triggers, and journeys within the real-time work area of Dynamics 365 Customer Insights - Journeys.
• Challenge project - Configure a Dynamics 365 customer experience solution: In this challenge project, configure your own customer experience solution. You'll be provided with high-level specifications of a fictional company's requirements. The solution will include Dynamics 365 Sales and Dynamics 365 Customer Insights.