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Course Outline
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
Requirements
- 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
21 Hours
Testimonials (2)
That we got to use a test environment and could do what was trained. Hennie was such a wonderful person and was very welcoming.
Kirsten da Silva - Financial Planning Institute
Course - Microsoft Dynamics 365 Customer Insights (MB-220)
I learnt that we underutilize the system we work on and enjoyed every apsect.
