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Study guide for Exam MB-280: Microsoft Dynamics 365 Customer Experience Analyst

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Purpose of this document

This study guide should help you understand what to expect on the exam and includes a summary of the topics the exam might cover and links to additional resources. The information and materials in this document should help you focus your studies as you prepare for the exam.

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About the exam

Languages

Some exams are localized into other languages. You can find these in the Schedule Exam section of the Exam Details webpage. If the exam isn’t available in your preferred language, you can request an additional 30 minutes to complete the exam.

Note

The bullets that follow each of the skills measured are intended to illustrate how we are assessing that skill. Related topics may be covered in the exam.

Note

Most questions cover features that are general availability (GA). The exam may contain questions on Preview features if those features are commonly used.

Skills measured as of March 19, 2025

Audience profile

As a candidate for this exam, you're a Microsoft Dynamics 365 customer experience analyst who has:

  • Participated in or plans to participate in Dynamics 365 Sales implementations.

  • An understanding of an organization's sales process.

  • An understanding of the seller's perspective (user experience).

  • An understanding of how AI and intelligence features increase seller efficiency.

  • The ability to demonstrate Dynamics 365 Customer Insights - Data and Customer Insights - Journeys capabilities.

You’re responsible for configuring, customizing, and expanding the functionality of Dynamics 365 Sales to create business solutions that support, automate, and accelerate the company's sales process. You use your knowledge of customer experience capabilities in Dynamics 365 Sales and Microsoft Power Platform to inform the following design and implementation tasks:

  • Configure Dynamics 365 Sales standard and premium features.

  • Implement collaboration features.

  • Configure the security model.

  • Perform Dynamics 365 Sales customizations.

  • Extend Dynamics 365 Sales with Microsoft Power Platform.

  • Deploy the Dynamics 365 App for Outlook.

  • Set up journeys to support sales-related processes using Dynamics 365 Customer Insights - Journeys.

  • Create Dynamics 365 Customer Insights - Data unified profiles from different data sources.

As a candidate, you need:

  • 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.

  • An understanding of the Dynamics 365 Sales Insights and Copilot functions that enhance, guide, and support the sales process.

  • An understanding of how Dynamics 365 Customer Insights - Journeys and Dynamics 365 Customer Insights - Data can personalize and support sales activities.

Skills at a glance

  • Implement Dynamics 365 Sales (25–30%)

  • Configure and customize Dataverse and model-driven apps (25–30%)

  • Implement the Dynamics 365 App for Outlook (10–15%)

  • Implement security and customizations in Dynamics 365 Sales (10–15%)

  • Demonstrate Dynamics 365 Customer Insights capabilities (10–15%)

  • Extend and enhance Dynamics 365 Sales capabilities (5–10%)

Implement Dynamics 365 Sales (25–30%)

Configure core functionality of Dynamics 365 Sales

  • Evaluate predictive lead and opportunity scoring model performance

  • Configure predictive lead and opportunity scoring models

  • Enable and configure predictive lead and opportunity scoring

  • Configure the lead qualification experience

  • Configure the opportunity pipeline view

  • Interpret the Sales Pipeline chart

  • Interpret the opportunity pipeline view

  • Configure and deploy the Sales mobile app

  • Enable email validation

Set up the product catalog

  • Configure product catalog settings

  • Differentiate the product catalog components

  • Manage the product lifecycle, including creating, revising, cloning, and retiring

  • Customize the enhanced experience for adding products

  • Create product bundles

  • Configure product families

  • Build price lists and product pricing

  • Evaluate product pricing

  • Configure multiple currencies and evaluate currency calculations

Configure goals and forecasting

  • Create and edit goals

  • Configure rollup queries

  • Manage forecasts

  • Build forecasts from templates

  • Configure security for and access to forecasts

Configure and use Sales intelligence features

  • Configure and use the assistant

  • Configure and manage custom insight cards

  • Differentiate standard and premium Sales Insights features

  • Interpret relationship analytics and improve relationship health

  • Configure Copilot in Sales

  • Set up conversation intelligence.

Configure sales engagement

  • Personalize the Sales accelerator

  • Customize the workspace

  • Manage the sales pipeline by using the work list

  • Configure the Sales accelerator record types and security roles

  • Create and manage sequences

  • Create and manage assignment rules

  • Configure lead and opportunity segments

  • Configure work assignment

  • Connect sequences to records

Configure and customize Dataverse and model-driven apps (25–30%)

Modify model-driven apps

  • Configure an app for offline work

  • Configure model-driven apps

Perform configuration and setup with native tools

  • Create and manage email templates

  • Build Word templates

  • Build Excel templates

  • Share templates

  • Configure duplicate detection

  • Configure bulk deletion

  • Configure Dataverse search

Configure Dataverse table settings

  • Create or modify a table

  • Create or modify fields

  • Configure relationship behaviors

  • Configure auditing of data

  • Configure connections and connection roles

Implement business logic

  • Configure business rules

  • Configure formula columns

  • Maintain classic workflows in Dataverse

  • Configure calculated and rollup columns

  • Implement business process flows

  • Evaluate low-code business logic options

  • Use the Dataverse connector in a cloud flow

Customize the user experience

  • Differentiate form types

  • Differentiate view types

  • Configure the timeline control

  • Configure focused view

  • Embed Power BI dashboard, reports, and tiles

Implement the Dynamics 365 App for Outlook (10–15%)

Manage Sales data and interactions in Outlook

  • Differentiate the Dynamics 365 App for Outlook features

  • Perform common tasks

  • Deploy the Dynamics 365 App for Outlook to users

Configure mailboxes and server-side sync

  • Configure mailboxes

  • Configure server-side sync

  • Configure folder-level tracking

  • Configure email settings

Implement security and customizations in Dynamics 365 Sales (10–15%)

Manage security for Dynamics 365 Sales

  • Implement hierarchy security

  • Manage security roles for Sales

  • Create and manage teams

  • Share a model-driven app

  • Evaluate security privileges by using access checker

  • Associate Microsoft Entra groups with environments

  • Diagnose user access issues

Customize Dynamics 365 Sales

  • Configure relationship mappings on Sales tables

  • Configure lead and opportunity status reasons

  • Configure opportunity close

  • Configure automatic creation rules for leads

Demonstrate Dynamics 365 Customer Insights capabilities (10–15%)

Create unified customer profiles and use the profiles in other apps

  • Share customer profiles and segments in Dataverse

  • Enhance the sales process by using Customer Insights - Data

  • Create measures and segments in Customer Insights - Data

Create journeys by using real-time marketing

  • Create emails by using templates

  • Create a segment-based journey

  • Create a trigger-based journey

  • Capture information by using forms

Extend and enhance Dynamics 365 Sales capabilities (5–10%)

Manage Microsoft 365 Copilot for Sales in Dynamics 365 Sales

  • Deploy Copilot for Sales

  • Customize Copilot for Sales forms and fields

Implement collaboration features

  • Configure document management

  • Configure Teams calling and dialer

  • Configure text messages

  • Configure Teams collaboration

Study resources

We recommend that you train and get hands-on experience before you take the exam. We offer self-study options and classroom training as well as links to documentation, community sites, and videos.

Study resources Links to learning and documentation
Get trained Choose from self-paced learning paths and modules or take an instructor-led course
Find documentation Dynamics 365 documentation and learning modules
Dynamics 365 App for Outlook documentation
Dynamics 365 Sales documentation
Dynamics 365 Customer Insights documentation
Ask a question Microsoft Q&A | Microsoft Docs
Get community support Microsoft Dynamics Community
Follow Microsoft Learn Microsoft Learn - Microsoft Tech Community
Find a video Exam Readiness Zone
Browse other Microsoft Learn shows

Change log

The table below summarizes the changes between the current and previous version of the skills measured. The functional groups are in bold typeface followed by the objectives within each group. The table is a comparison between the previous and current version of the exam skills measured and the third column describes the extent of the changes.

Skill area prior to March 19, 2025 Skill area as of March 19, 2025 Change
Audience profile Minor
Implement Dynamics 365 Sales Implement Dynamics 365 Sales No % change
Configure and use Sales Intelligence features Configure and use Sales Intelligence features Minor
Configure and customize Dataverse and model-driven apps Configure and customize Dataverse and model-driven apps No % change
Configure Dataverse table settings Configure Dataverse table settings Major
Demonstrate Dynamics 365 Customer Insights capabilities Demonstrate Dynamics 365 Customer Insights capabilities No % change
Create unified customer profiles and use the profiles in other apps Create unified customer profiles and use the profiles in other apps Minor
Create journeys by using real-time marketing Create journeys by using real-time marketing Minor
Extend and enhance Dynamics 365 Sales capabilities Extend and enhance Dynamics 365 Sales capabilities No % change
Implement collaboration features Implement collaboration features Minor