MB-7005: Create and manage journeys with Dynamics 365 Customer Insights

Transform your customer engagement strategy with MB-7005: Create and Manage Journeys with Dynamics 365 Customer Insights. This hands-on course provides marketing professionals and Dynamics 365 users with the skills to build personalized, real-time customer journeys using Dynamics 365 Customer Insights – Journeys (formerly part of Dynamics 365 Marketing).

Learn how to create multichannel campaigns that adapt to customer behavior in real time, utilize AI-powered segmentation, and deliver meaningful content across email, SMS, push notifications, and more. Whether you're focused on lead nurturing, retention, or personalized outreach, this course enables you to orchestrate customer experiences that drive results.

Audience Profile

This course is ideal for:

• Digital marketers and campaign managers seeking to automate and personalize customer outreach

• CRM and Dynamics 365 administrators responsible for marketing tools and configurations

• Marketing operations specialists and consultants deploying Customer Insights solutions

• Anyone preparing to support or implement customer journey orchestration in Dynamics 365

Familiarity with basic marketing concepts and Dynamics 365 environment is recommended.

Course Outline

Module 1: Introduction to Dynamics 365 Customer Insights – Journeys

• Understand the role of Customer Insights in the Microsoft ecosystem

• Overview of outbound vs. real-time marketing capabilities

• Navigation and key components: segments, triggers, journeys, and content

Module 2: Designing Real-Time Customer Journeys

• Build journeys triggered by real-time interactions and behavioral data

• Configure branching logic and conditions to personalize experiences

• Deliver messages across email, SMS, and other digital channels

Module 3: Creating Segments with AI and Behavioral Data

• Define and manage dynamic and static segments

• Use customer profiles, demographics, and event data for targeting

• Explore AI-driven recommendations and engagement scoring

Module 4: Personalizing Content at Scale

• Incorporate tokens, conditional content, and reusable blocks

• Customize communications based on preferences and behaviors

• Align content design with real-time customer data

Module 5: Configuring Triggers and Custom Events

• Create entry and exit triggers for journey automation

• Track custom events from websites, apps, and emails

• Manage event-based targeting for increased responsiveness

Module 6: Managing Consent and Compliance

• Understand data privacy regulations (e.g., GDPR, CAN-SPAM)

• Configure subscription centers and consent settings

• Set up real-time preference centers for self-service opt-ins

Module 7: Analyzing Journey Performance

• Monitor KPIs, delivery metrics, and engagement insights

• Use analytics dashboards, heatmaps, and A/B testing

• Optimize campaigns based on data-driven feedback

Module 8: Integrations and Extensibility

• Connect with Dynamics 365 Customer Insights – Data for deeper segmentation

• Extend functionality using Power Automate and the Power Platform

• Explore integration with Microsoft Teams and external data sources

Hands-on Experience

This course is 40% to 50% hands-on, allowing participants to actively design and launch journeys, configure segmentation and content, and analyze performance using real scenarios in Dynamics 365 Customer Insights – Journeys.