This course will equip you with the knowledge and skills needed to create, manage, and analyze customer journeys using Microsoft Dynamics 365 Customer Insights (Journeys). During this course, you will engage in hands-on labs to practice setting up the Customer Insights environment, configuring journey settings, and crafting personalized communication with AI tools like Copilot. We will cover topics from constructing emails and forms in real-time to creating audience segments and implementing A/B testing. You will also learn how to use event planning, lead generation and how to integrate further with Customer Insights (Data) for deeper insights and analytics.


Getting started with Dynamics 365 Customer Insights – Journeys

In this module, you will learn about the AI shift in customer experience, Overview of Customer Insights - Journeys​, setting up and managing Dynamics 365 Customer Insights - Journeys, Styling and perfecting your emails with Copilot, Creating Text messages and Push notifications​ and Responsible use of AI.

Building journeys with Dynamics 365 Customer Insights – Journeys

in this module, you will learn about working with Custom Channels and Forms​, creating journeys with Copilot in Customer Insights - Journeys​, creating trigger-based journeys​, creating segment-based journeys​, Journey goals and A/B testing​, Enhancing your journeys​ and Advanced journey capabilities.

Analyzing and extending Customer Insights - Journeys

In this module, you will learn about Event planning and management​, Lead generation and management​, Customer Insights - Journeys analytics​, Integrating with Dynamics 365 Customer Insights - Data and Extending Customer Insights – Journeys

Post-training Skills Assessment

Take this assessment to validate your skills gathered from the self-paced online learning course completed in this course to mark your completion.

Course Completion Survey

Share your feedback with us regarding your experience!