MB-280T03: Design and deliver powerful customer experiences with Dynamics 365 Customer Insights

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MB-280T03: Design and deliver powerful customer experiences with Dynamics 365 Customer Insights

MB-280T03: Design and deliver powerful customer experiences with Dynamics 365 Customer Insights

The MB-280T03: Design and deliver powerful customer experiences with Dynamics 365 Customer Insights course focuses on Dynamics 365 Customer Insights – Data and Customer Insights – Journeys, enabling learners to design intelligent, data-driven customer experiences aligned with modern marketing and sales strategies.You will begin by understanding the value of a Customer Data Platform (CDP) and how Customer Insights – Data unifies information from multiple sources to create a single, 360-degree customer profile. By ingesting, unifying, enriching, and segmenting data, you will unlock actionable insights that help organizations better understand customer behavior and intent. By the end of this course, learners will be able to:


  • Build unified customer profiles using Dynamics 365 Customer Insights – Data
  • Create targeted customer segments based on real-time and historical data.
  • Design and execute real-time, trigger-based customer journeys.
  • Deliver personalized, multi-channel experiences using AI-assisted tools.
  • Align customer engagement strategies with sales and business outcomes.
Important: MB-280 is a composite certification exam. Learners must complete four separate courses - MB-280T01, MB-280T02, MB-280T03, and MB-280T04 to fully cover the overall scope of the MB-280: Microsoft Dynamics 365 Customer Experience Analyst exam.

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Who should attend MB-280T03 course ?

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For Professionals

This course is ideal for professionals who design, configure, or execute customer experiences using Dynamics 365 Customer Insights (Data & Journeys): Dynamics 365 Functional Consultants, Customer Experience (CX) Specialists, Marketing Automation / Campaign Managers, Business Analysts (CX / Marketing Analytics), CRM / Customer Insights Administrators, Digital Marketing Technologists.

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For Businesses

Organizations should nominate employees who own customer engagement, personalization, and data-driven marketing outcomes Marketing Operations & Automation teams, Dynamics 365 / CRM Functional Consulting teams, Customer Experience & Digital Transformation teams, Data & Insights teams supporting marketing and sales, IT teams supporting Dynamics 365 Customer Experience solutions

Prerequisites for the "MB-280T03: Design and deliver powerful customer experiences with Dynamics 365 Customer Insights" Course

Before attending this course, students should have familiarity of business applications and the desire to customize and implement them for your business.


Key Features of Flexmind MB-280T03: Design and deliver powerful customer experiences with Dynamics 365 Customer Insights Training

This training is delivered by Flexmind through flexible online and offline formats and is designed to align with the most current certification exam requirements. The key features of this training are as follows:

1 Day · 8 Hour
Microsoft Certified Trainer
Official Courseware
Cloud Lab

Course Duration

The course has a total duration of 8 hours and is completed over 1 day

Instructor-Led Training

Delivered by a senior Microsoft Certified Trainer with real-world, enterprise-scale experience in Dynamics 365 Customer Insights implementations.

Microsoft Official Courseware

Delivered by Flexmind using official Microsoft courseware, this program blends study material, hands-on labs, and applied workshops with instructor-led guidance throughout.

Cloud Lab

Learners will receive access to a cloud-based lab environment to perform hands-on exercises.

Course Completion Certificate


Course completion includes certification, formally validating the skills gained and reinforcing professional credibility.

Course Outline

Module 1: Get to know the Dynamics 365 Customer Insights apps

  • Overview of Dynamics 365 Customer Insights apps
  • Customer Insights – Data capabilities
  • Customer Insights – Journeys and real‑time marketing

Module 2: Get started with Dynamics 365 Customer Insights - Data

  • Customer data platform concepts and digital twins
  • Customer engagements and enrichment data
  • Unified customer profiles and holistic views
  • Customer insights, predictions, and segmentation

Module 3: Ingest data into Dynamics 365 Customer Insights – Data

  • Data sources and datasets
  • Data ingestion and ETL concepts
  • Power Query and ingestion options
  • Connecting to Dataverse and Azure Data Lake
  • Working with datasets and refresh status

Module 4: Manage data sources

  • Reviewing ingested tables and data structures
  • Managing data refresh strategies
  • Scheduled, incremental, and near real‑time refresh
  • Lab – Get a Dynamics 365 Customer Insights trial
  • Lab – Ingest data sources

Module 5: Build a unified customer profile

  • Customer data unification concepts
  • Customer data mapping and intelligent mapping
  • Primary keys and attribute type configuration
  • Deduplication rules and record resolution
  • Match rules, match order, and normalization
  • Merge rules and attribute prioritization
  • Creating and validating unified customer profiles

Module 6: Find customers and create search and filter indexes

  • Search and filter index configuration
  • Indexed customer attributes and data types
  • Search and filtering customer profiles
  • Discovering customers using Copilot

Module 7: Manage external connections

  • Exporting data and segments from Customer Insights
  • Managing export connections and user roles
  • Integrating Customer Insights with Power BI
  • Automating actions with Power Automate
  • Building Power Apps with Customer Insights data
  • Activating Customer Insights data in Journeys
  • Lab – Build a unified customer profile

Module 8: Manage your audience

  • Audience data sources and configuration
  • Managing contacts and customer profiles
  • Lead creation and lead generation methods
  • Creating sales activities from lead signals
  • Lead scoring models and grading
  • Visualizing and analyzing lead scores

Module 9: Build emails, text messages, and push notifications

  • Creating emails using real-time marketing designer
  • Email templates, elements, and content blocks
  • AI-assisted styling and accessibility checks
  • Email performance and heatmap analytics
  • Creating and personalizing text messages
  • SMS keywords and compliance configuration
  • Creating and personalizing push notifications
  • Lab – Upload assets
  • Lab – Create an email

Module 10: Create a journey and work with triggers

  • Trigger‑based journey concepts
  • Event, interaction, and business triggers
  • Creating journeys with real‑time marketing
  • Journey templates and reusable designs
  • Journey start conditions and triggers
  • Journey goals and success measurement
  • Frequency caps and message throttling
  • Creating journeys with Copilot

Module 11: Add elements to a journey

  • Adding emails, SMS, and push notifications
  • Creating tasks and phone call activities
  • If/then and attribute‑based branching
  • A/B testing journey variations
  • Channel optimization using AI
  • Wait steps and custom triggers
  • Natural language conditions in journeys
  • Building journeys using Copilot prompts
  • Using SMS keywords and email CC in journeys

Module 12: Publish journeys

  • Publishing real‑time customer journeys
  • Editing live journeys and version control
  • Editing email components in live journeys
  • Journey analytics and performance insights
  • A/B testing and optimization strategies
  • Journey rate limiting and traffic control
  • Lab – Create a journey

Class Schedule

Instructor‑Led Training

  • 8 Hours of Instructor‑Led Training
  • One‑to‑one doubt‑resolution sessions
  • Microsoft Official Lab Access

Learning Objectives

After completing the MB-280T03: Design and deliver powerful customer experiences with Dynamics 365 Customer Insights course, learners will be able to:

  • Ingest, unify, and enrich customer data.
  • Design and execute personalized, multi-channel customer journeys
  • Create and manage marketing assets
  • Leverage real-time analytics, goals, and optimization features
  • Activate customer insights across marketing, sales, and service scenarios.

About MB-280 Certification Exam

To help you understand the assessment better, here are a few important details about the exam.


Exam Name MB-280: Microsoft Dynamics 365 Customer Experience Analyst
Who should Apply Administrator
Duration of Exam 100 Minutes
Fees Rs. 4,865 (India), $165 USD (United States)
Level of Difficulty Intermediate
Type of Credential Microsoft Certification
Languages English, Japanese, Chinese (Simplified), German, French, Spanish, Portuguese (Brazil), Arabic (Saudi Arabia)
Exam Retake Exam retake allowed after 24 hours
Quality Check during Assessment The online exam is proctored

The table below represents the weightage of each study area in the exam. Areas with higher percentages are expected to have more questions.

Study Area Percentage
Implement Dynamics 365 Sales 30-35%
Configure and customize Dataverse and model-driven apps 35-40%
Demonstrate Dynamics 365 Customer Insights capabilities 10-15%
Extend and enhance Dynamics 365 Sales capabilities 10-15%

How do our MB-280T03: Design and deliver powerful customer experiences with Dynamics 365 Customer Insights Course Work?

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FAQ's About MB-280T03: Design and deliver powerful customer experiences with Dynamics 365 Customer Insights Course

MB‑280T03 is the third course in the MB‑280 certification series and focuses on using Dynamics 365 Customer Insights to unify customer data, design personalized journeys, and deliver data‑driven, AI‑powered customer experiences across marketing, sales, and service touchpoints.

No. The MB‑280 certification exam covers a broad scope and requires learners to complete four different courses. MB‑280T03 specifically addresses Customer Insights capabilities, but candidates must also complete MB‑280T01, MB‑280T02, and MB‑280T04 to fully prepare for the MB‑280 exam.

To comprehensively prepare for the MB‑280: Microsoft Dynamics 365 Customer Experience Analyst exam, learners should complete all four courses:

MB‑280T01 – Configure Dynamics 365 customer experience model‑driven apps
MB‑280T02 – Empower sellers with Dynamics 365 Sales
MB‑280T03 – Design and deliver powerful customer experiences with Dynamics 365 Customer Insights
MB‑280T04 – Configure a Dynamics 365 customer experience solution

This course is ideal for Dynamics 365 functional consultants, customer experience analysts, marketing professionals, CRM administrators, and business analysts who are responsible for designing personalized customer journeys, unifying customer data, and delivering targeted engagement using Dynamics 365 Customer Insights.

By completing MB‑280T03, learners will gain practical skills in building unified customer profiles, connecting multiple data sources, segmenting customers, designing and orchestrating customer journeys, leveraging AI‑driven insights, and measuring customer engagement using Dynamics 365 Customer Insights.

Learners should have a basic understanding of Dynamics 365 and Microsoft Power Platform concepts. Familiarity with Dataverse, model‑driven apps, and customer experience processes is recommended but not mandatory.

MB‑280T03 is delivered as a 1‑day instructor‑led training designed to provide focused, hands‑on learning aligned with Microsoft’s official curriculum.

The course is delivered by a Microsoft Certified Trainer (MCT), ensuring instruction is aligned with Microsoft‑authorized content, best practices, and real‑world implementation scenarios.

Yes. The course includes practical demonstrations and hands‑on exercises that allow learners to work with customer data, create segments, design journeys, and analyze customer insights in a guided learning environment.

MB‑280T03 equips learners with real‑world skills to design personalized, data‑driven customer experiences, enabling organizations to improve engagement, retention, and business outcomes using Dynamics 365 Customer Insights.

Yes. MB‑280T03 directly maps to the Customer Insights‑related skills measured in the MB‑280 exam. However, it should be completed with MB‑280T01, MB‑280T02, and MB‑280T04 for full exam coverage.

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