MB-280· AssociateRetired
Dynamics 365 Customer Experience Analyst
By Emil Björk · Microsoft business apps consultant, Gothenburg
The consolidated Sales + Customer Insights exam that absorbed MB-210, MB-220, and MB-260.
Retired 31 July 2026. Its successor is AB-210 (Dynamics 365 Sales AI Consultant), which narrows to Sales but goes deeper on Copilot and agents.
13 guides · about 38 minutes of reading · Official exam page and skills outline on Microsoft Learn →
This is a reading order, not exam-dump material. The areas below are how this site groups what MB-280covers; Microsoft's study guide on the exam page lists the measured skills and their weightings, and that outline changes between releases. Read the guides for the concepts, then spend the rest of your preparation in a trial environment.
1.Sales process and forecasting
- What is Dynamics 365 Sales?4 minMicrosoft's CRM app for B2B sales teams — leads, opportunities, forecasting, and the Copilot for Sales experience.
- Opportunity stages in Dynamics 365 Sales3 minHow opportunity stages structure sales process in Dynamics 365 Sales — business process flows, stage definitions, win/loss tracking.
- Sales forecasting in Dynamics 365 Sales — a deep dive3 minHow Dynamics 365 Sales forecasting works — forecast configurations, hierarchies, manual adjustments, predictive forecasting.
- Sequences in the Sales accelerator2 minHow sales sequences automate seller cadence in Dynamics 365 Sales — steps, conditions, branching, and the role in inside-sales workflow.
- Copilot for Sales features2 minWhat Microsoft Copilot for Sales does inside Outlook, Teams, and Dynamics 365 Sales — email assistance, meeting prep, summaries, and CRM updates.
2.Customer Insights – Journeys
- Customer Insights – Journeys explained5 minMicrosoft's marketing automation product — real-time journeys, segments, email, events, lead scoring, consent.
- Segment builder in Customer Insights — Journeys3 minHow the segment builder in Customer Insights — Journeys lets marketers define audiences — visual designer, query language, dynamic vs static.
- Real-time vs outbound journeys2 minThe two journey models in Customer Insights – Journeys — when to use each, key differences, and the Microsoft direction of travel.
3.Customer Insights – Data
- Customer Insights – Data explained3 minMicrosoft's customer data platform — ingestion, identity resolution, unified profiles, segments, and measures.
- Data unification in Customer Insights — Data — a deep dive3 minHow Customer Insights — Data unifies customer records across sources — match rules, merge logic, golden record creation.
4.Dataverse configuration
- Dataverse data model fundamentals4 minThe Dataverse data model — tables, columns, relationships, choices, security roles, and how it sits under Dynamics 365 and the Power Platform.
- The Dataverse security model2 minRoles, business units, teams, row sharing, and field-level security in Dataverse — the layers that protect data in Dynamics 365 CRM and Power Apps.
- Business process flows in Dynamics 3652 minHow business process flows guide users through staged work in Dynamics 365 — design, branching, security, and when not to use them.
Also references MB-280
Related learning paths
- CRM & Customer Engagement basicsFoundations of the Dynamics 365 CRM apps — Sales, Customer Service, Field Service — and the Dataverse platform underneath. · 11 steps
- Marketing with Customer InsightsFrom orientation to running real campaigns in Customer Insights – Journeys: the real-time model, segments, deliverability, events, and the data side of the house. · 11 steps
Frequently asked questions
Is MB-280 still available?
- Retired 31 July 2026. Its successor is AB-210 (Dynamics 365 Sales AI Consultant), which narrows to Sales but goes deeper on Copilot and agents.
How long does the reading on this page take?
- The 13 guides total roughly 1 hour of reading (38 minutes). They cover the concepts the exam assumes, not exam questions — pair them with the official learning path and hands-on time in a trial environment.
Where is the official skills outline for MB-280?
- On Microsoft Learn, at the exam page linked from this page. The areas here are this site's grouping of the topics; the official study guide lists the measured skills and their weightings and is the only authoritative source.
Other Customer engagement (CRM) exams
Exam status reflects Microsoft's public retirement announcements as of August 2026. This site is independent of Microsoft; exam names and codes are Microsoft's.