MB-280 Microsoft Dynamics 365 Customer Experience Analyst

Post published:14 November, 2025
Post category:StudyBullet-22
Reading time:4 mins read

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Course Overview
- This comprehensive course, MB-280 Microsoft Dynamics 365 Customer Experience Analyst, equips professionals to master customer journey design and optimization within the Dynamics 365 ecosystem.
- Learn to leverage Dynamics 365 Sales, Service, Marketing, and Field Service to create seamless, personalized, and engaging customer interactions.
- Develop an analyst’s perspective on identifying customer pain points and architecting innovative CX solutions using D365 CE modules.
- Focus on data-driven decision-making, monitoring, and enhancing customer satisfaction and loyalty across the entire customer lifecycle.
- The curriculum emphasizes a holistic approach to understanding customer needs and behaviors, translating these insights into actionable strategies facilitated by D365 CE.
- Participants will bridge business requirements with technical capabilities, becoming pivotal in their organization’s customer experience initiatives.
Requirements / Prerequisites
- A foundational understanding of core business processes in sales, marketing, and customer service is highly beneficial.
- Familiarity with cloud computing concepts and enterprise applications, such as CRM or ERP, is advantageous.
- Prior exposure to Microsoft Dynamics 365 or other customer relationship management systems is useful but not mandatory.
- Strong analytical and problem-solving skills are essential for evaluating customer experiences and devising solutions.
- Basic proficiency with Microsoft Office applications, like Excel for data analysis and PowerPoint for presentations, is recommended.
Skills Covered / Tools Used
- Customer Journey Mapping: Strategies for identifying and optimizing key customer touchpoints across the D365 platform.
- Dynamics 365 Customer Service: Configure cases, queues, routing rules, SLAs, and knowledge base for efficient support.
- Dynamics 365 Sales Processes: Streamline lead-to-opportunity management and order fulfillment for personalized buying experiences.
- Dynamics 365 Marketing Campaigns: Design multi-channel campaigns, segment customers, and automate journeys for engagement.
- Dynamics 365 Field Service: Optimize work order management, resource scheduling, and asset tracking for on-site services.
- Dynamics 365 Customer Voice: Implement surveys to gather feedback, measure CSAT/NPS, and drive continuous improvement.
- Power BI for CX Analytics: Create insightful dashboards and reports to visualize key customer experience metrics.
- Power Platform Integration: Extend D365 functionality using Power Apps for custom apps and Power Automate for workflows.
- D365 CE Configuration & Customization: Tailor forms, views, charts, and dashboards to specific business needs.
- Service Level Agreement (SLA) Management: Implement and monitor SLAs to ensure service commitments are met effectively.
- Omnichannel Engagement: Understand how to unify customer interactions across various channels within D365, including chat and social.
- Knowledge Management Strategies: Develop and maintain robust knowledge bases to empower customers and agents alike.
- Customer Data Platform (CDP) Concepts: Explore how D365 integrates with customer data for unified profiles and segmentation.
- Proactive Customer Engagement: Utilize D365 features for proactive outreach, issue detection, and personalized communication.
- Reporting and Performance Monitoring: Set up and interpret reports to track key performance indicators for CX initiatives.
- Stakeholder Communication: Develop skills to effectively present solutions and articulate the value of CX improvements.
Benefits / Outcomes
- MB-280 Certification: Confidently prepare for and achieve the official Microsoft Dynamics 365 Customer Experience Analyst certification.
- Enhanced Career Prospects: Open doors to high-demand roles as a D365 CX Analyst or Consultant across various industries.
- Strategic CX Implementation: Gain the ability to design and implement strategic CX initiatives that boost customer satisfaction and loyalty.
- Operational Efficiency: Master streamlining sales, service, and marketing processes within D365, leading to significant efficiencies.
- Data-Driven Insights: Leverage analytics and reporting to make informed decisions and measure the impact of CX improvements.
- Become an Indispensable Expert: Position yourself as a key player in driving digital transformation and competitive advantage through superior customer experiences.
- Problem-Solving Proficiency: Develop advanced skills in identifying, analyzing, and resolving complex customer experience challenges using D365.
PROS
- Comprehensive Coverage: Explores multiple D365 CE applications for a holistic CX understanding.
- High Employability: Develops in-demand skills recognized globally in the IT and business solutions market.
- Practical Focus: Emphasizes hands-on configuration and real-world application of D365 features.
- Official Certification Path: Provides a clear path to an industry-recognized Microsoft certification.
- Direct Business Value: Equips learners to directly improve customer satisfaction and business outcomes.
CONS
- Initial Learning Curve: Can be challenging for those new to CRM systems or the broader Dynamics 365 ecosystem, requiring dedicated study.