Dynamics 365 training and certification changes

I had meant to post about these changes at the time but decided to wait to see how it all worked out.

Last year, in November 2024, Microsoft retired the Dynamics 365 Sales and Dynamics 365 Customer Insights certifications Evolving Microsoft Credentials for Dynamics 365 | Microsoft Community Hub.

The replacement was a new combined exam certification, MB-280 Dynamics 365 Customer Experience Analyst Associate New Certification for Dynamics 365 customer experience analysts | Microsoft Community Hub

The MB-280 exam has the following objectives covering Dynamics 365 Sales, Customer Insights – Journeys, and Customer Insights – Data:

• 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%)

The course that Microsoft has provided is modularized with three separate courses and an applied workshop over 5 days:

• MB-280T01: Configure Dynamics 365 customer experience model-driven apps (1-day)
• MB-280T02: Empower sellers with Dynamics 365 Sales and Microsoft 365 Copilot for Sales (2-days)
• MB-280T03: Design and deliver powerful customer experiences with Dynamics 365 Customer Insights (1-day)
• MB-280T04: Configure a Dynamics 365 customer experience solutions (1-day applied workshop)

My thoughts on this is that this Customer Experience analyst role really does not exist, no one person covers all three Dynamics 365 apps.

I have only delivered this course once, and the students were really only interested in Customer Insights – Journeys which did not surprise me.

This course, in my opinion, is not at sufficient depth or breadth for the certification exam nor does it equip a learner to go ahead and implement Dynamics 365. I had the same issue with its predecessor, MB-210 Dynamics 365 Sales, for which I created my own content. I plan to create my own content for MB-280.

If you are looking for training on Customer Insights only, there are more focussed 1-day courses:

• MB-7005: Create and manage journeys with Dynamics 365 Customer Insights
• MB-7006: Create and manage segments in Dynamics 365 Customer Insights – Data

I am planning an upgrade course for those people who have already passed MB-210 exam and want to take the MB-280. If you are interested, get in touch.

Here are some others’ thoughts about this certification:

• https://thecrm.ninja/mb-280-microsoft-dynamics-365-customer-experience-analyst/
• https://malinmartnes.no/2024/06/11/microsoft-dynamics-365-sales-and-customer-insights-certifications-retirement-what-you-need-to-know/

Original Post https://ukcrm.wordpress.com/2025/07/03/dynamics-365-training-and-certification-changes/