Training plan
Configure Dynamics 365 customer experience model-driven apps (MB-280T01)
Module 1: Get started using Dataverse
- Create and manage environments in Dataverse
- Create tables in Dataverse
- Manage tables in Dataverse
- Work with choices in Dataverse
- Load/export data and create data views in Dataverse
- Connect to other data in a Power Apps canvas app
Module 2: Create relationships, business rules, calculations, and rollups in Dataverse
- Create a relationship between tables in Dataverse
- Define and create business rules in Dataverse
- Create and define calculation or rollup columns in Dataverse
Module 3: Customize the command bar in Power Apps
- Customize the command bar
- Common command bar scenarios
- Advanced command bar concepts
Module 4: Visualize, import, and export Microsoft Dataverse data
- Visualize data with Dataverse views
- Use Power Query to load data in Dataverse
- Use Microsoft Word and Excel templates with Dataverse
- Export data from Dataverse and use Microsoft Excel to edit records
- Use Azure and external tools to manipulate data
Empower sellers with Dynamics 365 Sales (MB-280T02)
Module 1: Work with Dynamics 365 Sales
- Create powerful customer experiences for organizations with Dynamics 365 apps
- Get started with Dynamics 365 Sales
- Set up and configure Dynamics 365 Sales
- Manage leads with Dynamics 365 Sales
- Manage opportunities with Dynamics 365 Sales
- Manage and organize your product catalog with Dynamics 365 Sales
- Process sales orders with Dynamics 365 Sales
- Configure forecasts in Dynamics 365 Sales
- Manage relationships with relationship selling in Dynamics 365 Sales
- Analyze Dynamics 365 sales data
Module 2: Set up and use the sales accelerator capabilities in Dynamics 365 Sales
- Set up Sales accelerator in Dynamics 365 Sales
- Create sales sequences with Sales Insights
- Work with segments in Dynamics 365 Sales accelerator
- Work with assignment rules in Dynamics 365 Sales accelerator
- Engage with customers through text messages in Dynamics 365 Sales
Module 3: Implement goal management in Dynamics 365 Sales and Customer Service
- Define and track individual goals in Dynamics 365 Sales and Customer Service
- Use goal metrics in Dynamics 365 Sales and Customer Service
Module 4: Enhance Dynamics 365 Sales with tools and apps
- Use Microsoft 365 services with model-driven apps and Microsoft Dataverse
- Get started with the Dynamics 365 Sales mobile app
Module 5: Use Dynamics 365 Copilot for Sales
- Boost sales performance with Microsoft 365 Copilot for Sales
- Deploy and configure Microsoft 365 Copilot for Sales
Design and deliver powerful customer experiences with Dynamics 365 Customer Insights (MB-280T03)
Module 1: Work with real-time features in Dynamics 365 Customer Insights - Journeys
- Create emails in Dynamics 365 Customer Insights – Journeys
- Create text messages and push notifications in Dynamics 365 Customer Insights – Journeys
- Create forms in Dynamics 365 Customer Insights – Journeys
- Manage consent in Dynamics 365 Customer Insights – Journeys
- Build journeys with Dynamics 365 Customer Insights – Journeys
- Manage leads and scoring in Customer Insights – Journeys
- Extend real-time marketing capabilities within Dynamics 365 Customer Insights – Journeys
Module 2: Unlock customer intent with Dynamics 365 Customer Insights - Data
- Get started with Dynamics 365 Customer Insights – Data
- Ingest data into Customer Insights – Data
- Create a unified customer profile in Dynamics 365 Customer Insights – Data
- Work with Dynamics 365 Customer Insights – Data
- Data enrichment in Dynamics 365 Customer Insights – Data
- Predictions in Dynamics 365 Customer Insights – Data
- Manage external connections with Customer Insights – Data
- Configure and administer Customer Insights – Data
Configure a Dynamics 365 customer experience solution (MB-280T04)
Module 1: Manage leads with Dynamics 365 Sales
- Dynamics 365 leads overview
- Create Dynamics 365 leads
- Lead management lifecycle
- Lead qualification
- Use Copilot with leads
- Lab – Work with Dynamics 365 leads
- Lead data management tools
Module 2: Manage opportunities with Dynamics 365 Sales
- Dynamics 365 opportunity overview
- Create Dynamics 365 opportunities
- Account and team selling
- Opportunity management lifecycle
- Use Copilot with opportunities
- Lab – Manage opportunities in Dynamics 365
Module 3: Manage and organize your product catalog with Dynamics 365 Sales
- Dynamics 365 product catalog overview
- Currencies and currency management
- Define products
- Product families
- Price lists
- Product catalog settings
- Exercise – Set up the product catalog
Module 4: Create emails in Dynamics 365 Customer Insights - Journeys
- Explore the email editor
- Create an email
- Personalize an email
- Add dynamic content to an email
Module 5: Build journeys with Dynamics 365 Customer Insights - Journeys
- Explore customer journeys
- Create a segment
- Create a customer journey
- Analyze journey performance
Module 6: Challenge project - Configure a Dynamics 365 customer experience solution
- Evaluate requirements
- Perform gap analysis of existing assets
- Create needed assets from the stated requirements
- Use Dynamics 365 Sales and Dynamics 365 Customer Insights to create a customer solution
Recommended prerequisite knowledge
- Experience configuring model-driven apps in Microsoft Power Apps.
- An understanding of accounts, contacts, and activities.
- An understanding of leads and opportunities.
- An understanding of the components of model-driven apps, including forms, views, charts, and dashboards.
- An understanding of model-driven app personal settings.
- Experience working with Dataverse solutions.
- An understanding of Dataverse, including tables, columns, and relationships.
- Familiarity with Power Automate cloud flow concepts, such as connectors, triggers, and actions.
- An understanding of the Dataverse security model and features, including business units, security roles, and row ownership and sharing.
Credentials and certification
Exam features
- Exam Code: MB-280
- Title: Microsoft Dynamics 365 Customer Experience Analyst
- Duration: 120 minutes
- Number of Questions: 40 to 60
- Question Format: Multiple choice, multiple response, scenario-based
- Passing Score: 700 out of 1000
- Cost: 165 USD
Exam topics
- Create and edit goals
- Configure rollup queries
- Manage forecasts
- Build forecasts from templates
- Configure security for and access to forecasts
Microsoft Dynamics 365 Customer Experience Analyst Training (MB-280)
The Microsoft Certified: Dynamics 365 Customer Experience Analyst Associate (MB-280) training is designed for professionals aiming to master customer experience analysis and data management using Microsoft Dynamics 365. This course prepares you for the globally recognized MB-280 certification, validating your expertise in customer experience management.
Why Take This Training?
The MB-280 certification validates your ability to analyze customer data, identify trends, and provide strategic solutions to enhance the customer experience. You will learn to leverage Dynamics 365 capabilities to optimize customer interactions, boost satisfaction, and drive loyalty.
Skills Developed During the Training
- Customer Data Analysis
Learn to use Dynamics 365 to collect and analyze valuable customer insights. - Customer Experience Management
Develop data-driven strategies to improve customer interactions. - Dynamics 365 Solution Implementation
Configure and customize Dynamics 365 to meet organizational needs. - Problem Solving
Identify and resolve inefficiencies in customer data management and processes. - Cross-Department Collaboration
Align efforts across marketing, sales, and support teams for a consistent customer experience.
Instructor-Led MB-280 Training for Comprehensive Learning
Our instructor-led Microsoft Certified: Dynamics 365 Customer Experience Analyst Associate (MB-280) training combines live, interactive sessions with hands-on exercises. You will learn to configure and optimize Dynamics 365 to analyze customer behavior and deliver strategic solutions.
By the end of the training, you will be ready to maximize the value of Dynamics 365 and pass the MB-280 certification exam.
Who Should Attend This Training?
- Customer experience analysts looking to enhance their use of Dynamics 365.
- Consultants working on Dynamics 365 projects to improve client management.
- Marketing and sales professionals aiming to leverage customer data for targeted strategies.
- Anyone preparing for the MB-280 certification exam.
Enhance Your Customer Experience Expertise
The Microsoft Certified: Dynamics 365 Customer Experience Analyst Associate certification empowers you to analyze, optimize, and transform the customer experience. Enroll today to strengthen your skills and achieve your professional goals.
MB-820 Exam Success Strategies
Mastering the MB-820 certification requires more than technical knowledge – strategic preparation, effective time management, and optimal mental performance are equally crucial for success.
MB-820 Exam Statistics & Success Rates
- Average Pass Rate: 65-70% on first attempt (Microsoft Associate level average)
- Most Common Score Range: 720-780 for passing candidates
- Average Study Time: 6-8 weeks for experienced developers
- Retake Rate: 25-30% of candidates require a second attempt
- Top Failure Areas: AL programming and extension development (39%), API and integration implementation (36%), Application lifecycle management and DevOps (33%)
Study Method Comparison
| Study Approach | Duration | Pass rate | Best for |
|---|---|---|---|
|
Hands-on Practice Only |
4-5 weeks |
45-55% |
Experienced Business Central developers |
|
Documentation + Practice |
6-7 weeks |
70-75% |
Methodical learners |
|
Training + Labs + Practice |
6-8 weeks |
85-90% |
Comprehensive preparation |
|
Practice Tests Only |
2-3 weeks |
35-45% |
Not recommended |
Strategic Study Approach
- Create a 6-8 week study timeline – Don’t cram for this associate-level certification
- Follow the 70-20-10 rule – 70% hands-on coding and development practice, 20% reading documentation, 10% practice tests
- Focus on scenario-based learning – MB-820 emphasizes real-world development challenges over memorization
- Study in 90-minute focused blocks with 15-minute breaks to maximize retention
Common Exam Pitfalls to Avoid
- Don’t confuse development tools – understand the distinct roles of Visual Studio Code, AL Language, Docker containers, and Azure DevOps
- AL language syntax and patterns – know object-oriented programming concepts, events, and best practices specific to AL
- Extension vs. customization – distinguish between modern extension-based development and legacy customization approaches
- Table extension vs. table – understand when to extend existing tables versus creating new ones
- Page customization and controls – know how to properly extend pages, add fields, and implement actions
- API development and integration – understand REST APIs, OData, and integration with Power Platform and external systems
Topic Weight Distribution
| Exam Domain | Weight | Focus Areas | Priority |
|---|---|---|---|
|
Set Up a Development Environment |
5-10% |
Docker, VS Code, AL extensions, source control |
Medium |
|
Design and Develop AL Objects |
35-40% |
Tables, pages, reports, codeunits, AL code |
Critical |
|
Develop Integrations |
20-25% |
APIs, web services, Power Platform, external integrations |
Critical |
|
Develop Reports and Layouts |
10-15% |
Report objects, layouts, data items, rendering |
High |
|
Deploy and Maintain Solutions |
15-20% |
App lifecycle, versioning, upgrades, DevOps |
High |
|
Optimize Performance and Security |
10-15% |
Query optimization, permissions, telemetry |
Medium |
Exam Day Time Management
- Allocate 90 seconds per question on average – this gives buffer time for complex scenarios
- Read case studies completely first before attempting related questions
- Flag uncertain questions and return to them – don’t get stuck on difficult items
- Reserve 15 minutes at the end for reviewing flagged questions and checking answers
Managing Exam Stress & Performance
- Get 7-8 hours of quality sleep the night before – avoid last-minute cramming
- Arrive 30 minutes early to settle in and complete check-in procedures calmly
- Use deep breathing techniques if you feel overwhelmed during the exam
- Trust your preparation – your first instinct is usually correct on scenario questions
Technical Preparation Tips
- Practice AL coding extensively – write custom tables, pages, reports, and codeunits using AL language
- Master extension development – understand how to extend existing Business Central functionality without modifying base code
- Understand API development thoroughly – know how to create and consume APIs for integration scenarios
- Review Azure DevOps workflows – understand version control, build pipelines, and deployment processes for Business Central
Final Week Preparation
- Take 2-3 practice exams to identify knowledge gaps and build confidence
- Review Microsoft’s official exam objectives one final time
- Avoid learning new concepts – focus on reinforcing what you already know
- Prepare your exam day logistics – route to test center, required identification, arrival time
Mental Preparation Strategies
- Visualize success scenarios – imagine yourself confidently answering questions
- Remind yourself of your hands-on experience – you’ve likely developed many Business Central extensions before
- Stay positive during difficult questions – every candidate faces challenging scenarios
- Remember that 700/1000 passes – you don’t need perfection, just solid competency
How to Schedule Your MB-820 Exam
- Official Testing Provider: Pearson VUE is Microsoft’s authorized testing partner for MB-820
- Scheduling Process: Create a Pearson VUE account, search for “MB-820”, select your preferred test center and date
- Exam Cost: $165 USD (prices may vary by region and currency) – not included with the training
- Scheduling Timeline: Book at least 2-3 weeks in advance for better time slot availability
- Rescheduling Policy: Free rescheduling up to 24 hours before your exam appointment
- Required ID: Government-issued photo ID (passport, driver’s license) matching your registration name exactly
Success Mindset: Approach MB-820 as a validation of your existing Dynamics 365 Business Central development skills rather than a test of memorized facts. Your practical experience with AL programming, extension development, and application lifecycle management is your greatest asset.
Frequently Asked Questions About Microsoft Certified: Dynamics 365 Customer Experience Analyst Associate (MB-280) (FAQ)
What are the main Dynamics 365 features covered in this training?
You will learn to use tools for analysis, customer data management, and process customization.
Do I need prior knowledge to attend this training?
A basic understanding of business processes and some experience in data analysis are helpful but not mandatory.
Does this training include hands-on exercises?
Yes, interactive exercises are included to strengthen your skills in using Dynamics 365.
How does this certification benefit my organization?
It enables you to deliver actionable insights and strategic solutions to enhance customer experience and loyalty.
What common challenges does this training help address?
It helps resolve inefficiencies in customer data analysis, personalized interactions, and cross-team collaboration.
What practical skills will I gain?
You will learn to optimize customer data, configure Dynamics 365, and improve processes for an exceptional customer experience.