MB-230: Microsoft Dynamics 365 for Customer Service Course Outline
Overview
This course will review the marketing application configuration needed to drive business growth. It will also dive into lead management, marketing forms and pages, segmentation, and email marketing messages. All these pieces are tied together through interactive customer journey design, including event and survey configuration.
Audience Profile
This course is designed for IT or marketing professionals who want to learn how to leverage Dynamics 365 Marketing for businesses.
Preparation for exam: MB-220
Skills gained
Configure advanced settings
Manage marketing content, templates and integrations
Create and manage leads
Design and create marketing forms and pages
Create and manage segments
Set up and launch customer journeys
Create and manage events
Distribute and analyze surveys
Prerequisites
Knowledge of the Dynamics 365 platform and an understanding of basic marketing principles. Power Platform experience, especially in model-driven applications, is also recommended.
Course outline
Module 1: Configure Dynamics 365 Marketing
In this module, you will learn about setting up your Marketing instance and configuring advanced settings.
Lessons
Set up and manage Dynamics 365 Marketing
Configure marketing settings
Module 2: Manage segments and lists
This module will review how to create, manage and use segments and subscription centers.
Lessons
Create and manage segments
Create and manage subscription centers and lists.
Module 3: Manage marketing forms and pages
This module will cover how to create marketing forms and pages.
Lessons
Manage forms
Manage marketing pages
Module 4: Manage leads, accounts, and contacts
This module will cover how to manage customers as accounts or contacts, and how to nurture them through the lead lifecycle.
Lessons
Create and manage leads
Manage accounts and contacts
Module 5: Manage marketing emails, customer journeys, and real-time marketing
This module will cover how to create email messages and customer journeys in Dynamics 365 Marketing.
Lessons
Create marketing emails
Create customer journeys
Manage content, event triggers and journeys in real-time marketing
Module 6: Manage events
This module will review the customer journey creation process.
Lessons
Create an event
Create a webinar event
Promote and manage events
Module 7: Create surveys with Dynamics 365 Customer Voice
This module will demonstrate how to create and distribute surveys to customers.
Lessons
Create a survey project
Create surveys with Dynamics 365 Customer Voice
Send Dynamics 365 Customer Voice surveys
Module 8: Analyze insights in Dynamics 365 Marketing
In this module, you will learn about using insights functionality to view and analyze data related to your marketing initiatives.
Lessons
Evaluate marketing initiatives with analytics
View outline in Word
AMB230
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