MB-220 – Microsoft Dynamics 365 Customer Insights (Journeys) Functional Consultant
Preparatory Course:
The preparatory course for certification MB-220: Microsoft Dynamics 365 Customer Insights (Journeys) Functional Consultant is aimed at functional consultants who want to learn how to set up and manage customer journeys, marketing campaigns, and audience segmentation using Dynamics 365 Customer Insights (Journeys). The course covers everything from initial setup to implementing marketing automation and analyzing results.
1. Introduction to Dynamics 365 Customer Insights (Journeys)
- Overview of Dynamics 365 Customer Insights and its marketing capabilities
- Initial setup and integration with other Dynamics 365 applications
- Understanding customer journeys and customer lifecycle
- Setting up permissions and users in Customer Insights
2. Marketing Campaign Management
- Creating and configuring multichannel marketing campaigns
- Using templates and creating personalized campaigns
- Campaign automation with predefined customer journeys
- Segmentation and personalization of messages based on customer behavior
3. Lead and Opportunity Management
- Integrating Customer Insights with Dynamics 365 Sales to manage leads and opportunities
- Setting up lead qualification flows and automatic assignment
- Analysis of data on leads and opportunities generated by marketing campaigns
- Creating sales funnels and automated follow-up campaigns
4. Personalizing Customer Journeys
- Creating and configuring personalized journeys based on customer behavior
- Using dynamic data to personalize marketing messages and content
- Setting up automations and actions based on customer interactions
- Engagement analysis and journey optimization for different audiences
5. Marketing Tools Integration
- Integrating Customer Insights with external email marketing and social media tools
- Marketing Automation via Power Automate and Dynamics 365
- Using events and webinars to capture leads
- Setting up event-based marketing and integrating with webinar platforms
6. Campaign Reporting and Analysis
- Creating campaign performance reports with Dynamics 365 and Power BI
- Monitoring campaign KPIs, conversion rates and engagement
- Analysis of customer interactions with marketing campaigns and journeys
- Campaign optimization based on collected data and insights
7. MB-220 Exam Preparation
- MB-220 Exam Format
- Exam simulations and practices
- Exam Tips: Answer Strategies
- Review of key topics and concepts
Prerequisites
- Experience with digital marketing concepts and marketing automation
- Basic knowledge of CRM and Dynamics 365 Customer Insights
Who is it for?
- Functional Marketing Consultants working with Dynamics 365
- Digital marketers looking to optimize campaigns using Customer Insights
- CRM administrators who manage campaigns and customer journeys in large organizations
- Professionals who want to become MB-220 certified and improve their marketing skills in Dynamics 365
