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{How to} Understand customer inflows and exits at every journey step in Microsoft Dynamics 365 Customer Insights

uk365guy

Hello Everyone,

Today I am going to share my thoughts on Microsoft Dynamics 365 Customer Insights customer inflows and exits at every journey step.

Let’s get’s started.

Microsoft Dynamics 365 Customer Insights – Journeys helps organizations track how customers progress or drop off at different stages of their engagement. Here’s how you can analyze and leverage these insights effectively.

1. Understanding Customer Inflows and Exits in Journeys:

Every Customer Journeys consists of touchpoints where customer either move forward, drop off, or loop back. Dynamics 365 Customer Insights – Journeys (formerly Dynamics 365 Marketing) provides real-time and historical inisights into these movements.

Key Concepts:

Inflows: The number of new customers entering a specific journeys step.
Exits: The number of customers leaving the journeys (due to completion, disinterest, or another trigger).
Drop-offs: Customers who do not complete a journeys step.
Engagement Metrics: Open rates, click-through rates, and response rates help understand movement,

2. How to Track Inflows and Exits in Customer Insights – Journeys

A. Use Journeys Orchestration Analytics

1. Go to Customer Insights – Journeys -> Journeys.

2. Open a specific Journeys and navigate to the Insights tab.

3. Monitor the flow of customers at each stage:

View entry counts at each step.
Analyze drop off points (where customers are leaving)
Identify the exit reasons (e.g, no response, opt-outs, goal achieved).

B. Use Cutomer Journeys Analytics Dashboard

Audience Analytics: Tracks where customers enter the journeys from (email, social, website, etc).
Conversion Analytics: Measures how many customers complete each step.
Drop off Analytics: Identifies at which step customers leave.
Time-Based Trends: Shows peak engagement times and seasonal patterns.

C. Use Segmentatation to Understand Exits

Create a segment of customers who exited early.
Analyze behavior patterns (e.g., did they open emails but not click? Did they interact with the chatbot but not proceed?).
Adjust Journeys triggers based on behavior (e.g., re-engagement emails for drop-offs).

3. Reducing Exits and Improving Customer Flow

A. Optimize Touchpoints

Ensure each step provides clear next actions.
Personalize messages based on Customer preferences.

B. Automate Follow-Ups

Use Power Automate to trigger reminders or alternative engagement routes.
Example: If a customer drops off, send an SMS or push notifications instead of an email.

C. Use AI-Driven Predictions

Leverage Customer Insights AI to predict which customers are likely to exit.
Practively adjust content and timing to retain engagement.

4. Visualizing Customer Flows:

You can use Power BI Dashboards integrated with Customer Insights to:

Map inflows and exits for each journeys step.
Analyze trends over time to refine customer engagement strategies

That’s it for today.

Malla Reddy Gurram (aka @UK365GUY)

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{How to} become MCT Microsoft Certified Trainer on Microsoft Dynamics 365 Customer Engagement step by step instructions

uk365guy

Hello Everyone,

Today i am going to share guidelines on becoming Microsoft Certified Trainer on Microsoft Dynamics 365 Customer Engagement or Power Platform.

Let’s get’s started.

Step 1: Earn a Qualifying Certification.

To qualify as an MCT, you must first hold at least one Microsoft Certification related to Dynamics 365 Customer Engagement. The most relevant certifications are:

1. Microsoft Certified Dynamics 365 Customer Experience Analyst Associate(Exam MB-280)

Focus on configuring and customizing Dynamics 365 Sales and Customer Service.
Ideal if you aim to teach Customer Engagement topics.

2. Microsoft Certified: Power Platform Functional Consultant Associate(Exam PL-200)

Covers Power Apps, Power Automate, and Dataverse, which are essential for Customer Engagement.

3. Microsoft Certified: Power Platform Developer Associate (Exam PL-400) (for technical trainers).

Required if you want to train on Power Platform customization and development.

Action: If you don’t have these certificcations yet, start with PL-200 or MB-280, as they are highly relevant.

Step 2: Gain Training Skills

Microsoft requires you to demonstrate training experience. You need one of the following:

A train- the -trainer qualification (like CompTIA CTT+, Train-the-trainer course, or a degree in education).
At least one year of instructional experience in IT, software, or Microsoft-related courses.

Action: If you lack formal training experience, consider getting CompTIA CTT+ or enrolling in a “Train-the-trainer” course.

Step 3: Apply for the MCT Program

Once you have a qualifying certification and training experience, you can apply for MCT through the official Microsoft site:

Apply for Microsoft Certified Trainer (MCT)

Pay the annual MCT fee (varies by country, usually $1000 or less).
Submit proof of training experience.
Pass Microsoft’s Verification process.

Step 4: Start Training as an MCT

Once approved.
You will be listed in Microsoft’s MCT directory.
Gain exclusive access to Microsoft training materials (Microsoft Learn for Trainers)
Eligible to teach Microsoft Official Cirriculum (MOC)
Opportunity to become a Microsoft Certified Trainer Regional Lead.

Recommended Path to MCT for Dynamics 365 CE.

1. Earn PL-200 (Functional Consultant) or MB-280 (Customer Experience Analyst Associate)
2. Get Instructor/Trainer certification (CompTIA CTT+ or Similar).
3. Apply for MCT and pay the fee.
4. Start delivering Microsoft courses officially.

That’s it for today.

Stay tuned to my blog.

Malla Reddy Gurram (aka UK365GUY)

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{Do you know} How to refine email content in running journeys on dynamics 365 customer insights

uk365guy

Hello Everyone,

I hope everyone is well.

I took a month break after continous 365 days blog posts for a year.

Starting again:

Today I am going to share my thoughts on how to refine email content in running journeys on dynamics 365 customer insights.

Let’s get’s started.

You can refine email content in running journeys on Dynamics 365 Customer Insights without interrupting the customer experience or creating a new version.

Here are some key features and steps to help you:

1. Seamless Editing: You can easily edit the content, layout. links, buttons or dynamic elements in your email messages while the journeys is running.

2. Personalization: Use the email editor to add personalized data dynamically. This can include information unique to each recipient, enhancing engagement.

3. Link Management: Track the performance of your edited links and compare them to the original to optimize engagement and conversion rates.

4. Rich Media: Add feature rich links to documents, videos, surveys events and more directly from the asset library.

That’s it for today.

I hope this helps.

Malla Reddy Gurram(@UK365GUY)
#365blogpostsin365days

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{Do you know} Support sellers with Copilot for Sales mobile experiences in Teams

uk365guy

Hello Everyone,

Today I am going to share my thoughts on supporting sellers with Copilot for Sales mobile experiences in Teams.

Let’s get’s started.

Certainly! Microsoft Copilot for Sales in an AI assistant designed specifically for sellers. When using the Microsoft Teams mobile app, sellers can benefit from core experiences that keep them connected and efficient while on the go.

Here are some key features:

1. Message Extension: Sellers can search CRM records and share information with colleagues directly in chat messages.

2. Personal App Experiences: Quick links to essential documentation and admin settings are available for easy access.

3. Sales Personal Assistant: Copilot provides recommendations, minimizes data entry and persoanlizes engagements to help close deals faster with higher win rates.

That’s it for today.

I hope this helps.

Malla Reddy Gurram(@UK365GUY)
#365blogpostsin365days

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{Do you know} Use workflows on Calendar events in Teams and Outlook.

uk365guy

Hello Everyone,

Today I am going to share my thoughts on use workflows on calendar events in Teams and Outlook.

Let’s get’s started.

Certainly! You can use workflows on calendar events in Microsoft Teams and Outlook to automate repetitive tasks and processes. This feature which is part of the Microsoft Power Automate platform, allows you to create flows that can be triggered at the start or end of a meeting.

For example:

Here’s how you can set up and use the workflows:

1. Select Apps from the left side of the Teams.

2. Scroll and select Workflows from the navigation on the left.

3. Choose a workflow that fits your needs.

4. Follow the prompts to set it up.

Once added, the workflow will run automatically based on the triggers you’ve configured. For instance, you could have a workflow that notifies a channel when a Planner task changes status or starts an approval process when a SharePoint list is modified.

This functionality is expected to be generally available in August 2024. It is designed to boost productivity by automating tasks related to calendar events, saving you time and effort.

That’s it for today.

I hope this helps.

Malla Reddy Gurram(@UK365GUY)
#365blogpostsin365days

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