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- Course Overview
- This comprehensive course is meticulously designed for individuals aspiring to excel as a Microsoft Dynamics 365 Customer Experience Analyst, focusing on the critical skills and knowledge required to pass the MB-280 certification exam.
- It targets professionals who aim to leverage Microsoft Dynamics 365 Customer Engagement (CE) applications to strategically enhance customer satisfaction, loyalty, and overall business growth by optimizing customer interactions across various touchpoints.
- The curriculum provides an in-depth exploration of how to analyze existing customer journeys, identify pain points, and then design, configure, and implement solutions within Dynamics 365 Sales, Service, Marketing, and Field Service modules to create seamless and impactful customer experiences.
- Participants will learn to translate complex business requirements into tangible Dynamics 365 configurations, ensuring that technological solutions align directly with customer-centric strategies and drive measurable improvements in customer engagement metrics.
- Emphasizing a practical, scenario-based approach, the course prepares you to not just operate the platform but to act as a crucial link between business stakeholders and technical implementation teams, advocating for solutions that prioritize the end-user customer experience.
- Gain a foundational understanding of the interconnectedness between various Dynamics 365 CE apps and how a holistic view of the customer can be achieved and analyzed through the platform.
- Delve into the core principles of customer experience management (CXM) and how Dynamics 365 serves as a powerful ecosystem for its practical application and continuous improvement.
- Requirements / Prerequisites
- A foundational understanding of customer relationship management (CRM) concepts and their importance in modern business environments is highly recommended.
- Familiarity with basic business processes, particularly those related to sales, marketing, and customer service operations, will provide a beneficial context for the course material.
- While not strictly mandatory, prior exposure or a conceptual understanding of the Microsoft Dynamics 365 platform, even at a high level, will aid in quicker assimilation of advanced topics.
- An analytical mindset and a keen interest in problem-solving through data analysis and process optimization are crucial for excelling in an analyst role.
- Basic computer literacy and comfort navigating cloud-based business applications are expected.
- No prior programming experience or deep technical background is required, as the course focuses on configuration and analysis from an analyst’s perspective rather than development.
- The ability to conceptualize how technology can solve business challenges and improve customer interactions will be advantageous.
- Skills Covered / Tools Used
- Skills Covered:
- Customer Journey Mapping & Analysis: Learn to visualize and analyze existing customer journeys, identify friction points, and propose Dynamics 365-driven improvements.
- Requirements Gathering & Solution Design: Master techniques for eliciting business requirements from stakeholders and translating them into effective Dynamics 365 configurations and solutions.
- Dynamics 365 Configuration: Develop proficiency in configuring core components across Dynamics 365 Sales, Service, and Marketing, including entities, forms, views, business rules, and workflows to align with CX strategies.
- Data Analysis & Reporting: Understand how to extract, analyze, and present customer-centric data using Dynamics 365 dashboards, charts, and reports to derive actionable insights.
- Business Process Automation: Gain expertise in designing and implementing automated business processes using Power Automate within the Dynamics 365 environment to streamline customer interactions.
- User Interface & Experience Optimization: Learn best practices for designing intuitive and efficient user interfaces within Dynamics 365 that enhance user adoption and contribute to better data quality.
- Security & Access Management: Understand how to manage security roles, field-level security, and access teams to ensure data integrity and compliance while enabling appropriate user access.
- Integration Concepts: Grasp the fundamentals of integrating Dynamics 365 with other systems, particularly how Power Platform components (Power Apps, Power BI) extend its capabilities for a unified CX.
- Change Management & User Adoption: Explore strategies for managing organizational change and promoting user adoption of new Dynamics 365 solutions to ensure successful implementation.
- Troubleshooting & Issue Resolution: Develop skills to diagnose common configuration and user-related issues within Dynamics 365 and apply effective resolution techniques.
- Customer Service Operations Optimization: Specifically delve into configuring case management, queues, knowledge base, and service level agreements (SLAs) within Dynamics 365 Customer Service.
- Sales Process Enhancement: Focus on optimizing lead management, opportunity tracking, product catalog, and sales forecasting within Dynamics 365 Sales to improve sales efficiency and customer engagement.
- Marketing Campaign Insights: Understand how Dynamics 365 Marketing facilitates targeted campaigns, customer segmentation, and performance tracking to deliver personalized customer experiences.
- Tools Used:
- Microsoft Dynamics 365 Customer Engagement Apps: Extensive hands-on work with Sales, Customer Service, and Marketing modules for configuration and analysis.
- Power Apps (Model-driven apps): Utilized for extending Dynamics 365 functionalities and creating custom business applications within the Power Platform.
- Power Automate: Employed for designing and automating business flows, approvals, and integrations between Dynamics 365 and other services.
- Power BI: Leveraged for creating advanced analytical dashboards and reports to visualize customer data and performance metrics.
- Dataverse (formerly Common Data Service): The underlying data platform for Dynamics 365, providing a unified and secure storage for all customer data.
- Solution Explorer & Maker Portal: Key interfaces for performing customizations, configurations, and managing solutions within the Dynamics 365 environment.
- Skills Covered:
- Benefits / Outcomes
- Achieve the prestigious Microsoft Certified: Dynamics 365 Customer Experience Analyst Associate certification, demonstrating validated expertise to employers globally.
- Enhance your career prospects and open doors to specialized roles in CRM administration, business analysis, solution consulting, and customer experience management within diverse industries.
- Gain the confidence and practical skills to effectively analyze, design, and implement robust Dynamics 365 solutions that directly contribute to superior customer satisfaction and operational efficiency.
- Develop a deep understanding of how to leverage Dynamics 365 to drive key business outcomes, such as increased customer retention, improved service delivery, and accelerated sales cycles.
- Become a valuable asset to organizations by enabling them to better understand their customers, personalize interactions, and build long-lasting relationships through data-driven strategies.
- Acquire a highly sought-after skill set in the rapidly growing field of cloud-based business applications and customer experience technologies.
- Improve your ability to communicate effectively with both technical and non-technical stakeholders regarding Dynamics 365 capabilities and their business impact.
- Empower yourself to optimize existing Dynamics 365 implementations and proactively identify opportunities for process improvement and system enhancement.
- PROS
- Industry Recognition: Attain a globally recognized certification from Microsoft, enhancing your professional credibility.
- High Demand Skill Set: Dynamics 365 expertise is in high demand across various sectors, leading to significant career opportunities.
- Comprehensive Coverage: Provides a holistic view of customer experience management within the Dynamics 365 ecosystem.
- Practical Application: Focuses on real-world scenarios and hands-on configuration, ensuring practical skill development.
- Career Advancement: Serves as a strong foundation for career progression into senior analyst, consultant, or solution architect roles.
- Business Impact: Equips you to directly contribute to improved customer satisfaction, loyalty, and revenue growth for organizations.
- CONS
- Requires continuous learning and adaptation due to frequent updates and new feature releases within the Microsoft Dynamics 365 platform.
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