MB-280T04-A: Configure a Dynamics 365 customer experience solution

Course Overview

The MB-280T04-A: Configure a Dynamics 365 Customer Experience Solution course is designed for experienced Dynamics 365 consultants, solution architects, and IT professionals who want to master the configuration and optimization of Dynamics 365 Customer Engagement (CE) solutions. This advanced course emphasizes configuring entities, business rules, workflows, and customer service processes to maximize organizational efficiency and enhance customer experiences.

Participants will explore advanced configuration techniques, automation strategies, and integration scenarios, enabling them to design scalable, secure, and highly effective customer engagement solutions. Through real-world case studies and hands-on labs, learners will gain the skills to implement Dynamics 365 CE solutions that align with business objectives, improve user adoption, and drive customer satisfaction.

Course Objectives / Outcomes:

Configure Core CE Entities: Set up accounts, contacts, leads, opportunities, and custom entities to meet organizational requirements.
Implement Business Rules and Workflows: Automate complex processes and ensure data integrity across Dynamics 365.
Design Customer Service Processes: Configure queues, case management, service-level agreements (SLAs), and knowledge management.
Optimize User Experience: Customize forms, views, dashboards, and apps to enhance user productivity.
Integrate with External Systems: Implement connections to Microsoft Power Platform, Outlook, Teams, and third-party applications.
Manage Security and Compliance: Apply role-based security, field-level security, and business unit configurations.
Implement Advanced Automation: Leverage Power Automate flows and business process automation to streamline customer engagement.
Monitor and Maintain Solutions: Apply best practices for solution management, data quality, and ongoing administration.
Drive Data-Driven Insights: Utilize Dynamics 365 analytics and reporting tools to support business decision-making.
Deliver Enterprise-Ready Solutions: Align Dynamics 365 configurations with organizational objectives, governance, and digital transformation strategies.

Flexible Training Options to
Meet Your Needs

We know the importance of flexibility in the success of learning and professional development. This is the reason CounselTrain provides a variety of delivery options for all IT training offered in the UAE to ensure access and convenience for each learner.

Select the method that best suits your needs.

Online Instructor-Led Training

Learn from the comfort of your workplace or at home through live virtual sessions led by expert trainers.

Classroom Training

Participate in interactive, face-to-face training in our top 5-star training facilities in Dubai

Onsite Training

Learn a customized curriculum in your workplace to ensure the most impact and team participation.

Overseas Training

Participate in our international training sessions and improve your abilities with world-class instructors.

Target Audiance

Who already completed the following modules as part of the MB-280: Dynamics 365 Customer Experience Analyst course series. If they haven't, it's recommended that they take some time to complete these modules before beginning the challenge project.

Schedule Dates

30 March 2026

MB-280T04-A: Configure a Dynamics 365 customer experience solution

06 July 2026

MB-280T04-A: Configure a Dynamics 365 customer experience solution

12 October 2026

MB-280T04-A: Configure a Dynamics 365 customer experience solution

18 January 2027

MB-280T04-A: Configure a Dynamics 365 customer experience solution

Course Content

Examine the lead qualification process in Dynamics 365 from beginning to end
Identify the different options that are available for creating and defining leads
Use business process flows to manage the lead lifecycle
Qualify and disqualify leads

Identify scenarios where opportunities can be used.
Create and define opportunities.
Work with related opportunity records
Manage an opportunity throughout its lifecycle.

Set up unit groups to help control how products are sold
Create product family hierarchies that include product bundles and individual products
Set up product pricing data by creating price lists and price list items
Use discount lists to provide volume discount pricing

Upload images to the file library and use images in marketing content.l.
Create and publish an emai
Enhance your emails by using personalization, content blocks, content ideas, and more.
Upload images to the file library and use images in marketing content.
Add personalization to emails.

Manage segments in real-time journeys.
Work with triggers in real-time journeys.
Create a journey.
Set a business goal and measure progress through a journey.
Determine when to use attribute versus if/then branches.
Use an A/B test within the customer journey.
Use AI-driven, run-time channel optimization.
Raise triggers from a journey to run another journey or Power Automate flow.

Evaluate requirements.
Perform gap analysis of existing assets.
Create needed assets from the stated requirements.
Use Dynamics 365 Sales and Dynamics 365 Customer Insights to create a customer solution.

FAQs

Yes. Participants will learn to configure core and custom entities, relationships, forms, views, and dashboards for enterprise-scale solutions.

Yes. Learners will configure queues, SLAs, entitlements, knowledge management, and case resolution workflows for complex service scenarios.

Yes. The course includes advanced integration with Power Apps, Power Automate, Power BI, and Teams to extend Dynamics 365 capabilities.

It covers solution management, environment strategies, data governance, and maintenance best practices for enterprise-level deployments.

Yes. Advanced reporting, dashboards, and insights using Dynamics 365 and Power BI are part of the curriculum to support informed business decisions.

MB-280T04-A: Configure a Dynamics 365 customer experience solution

Course Overview

Course Objectives / Outcomes: