{How to } Smart Paste(Preview) Option on Model Driven App

Hello Everyone,

Today I am going to show how to enable and use the smart paste option on Model Driven App.

Let's get's started.

Login into Power Platform Admin Center 

Choose the environment where you want to enable the smart paste option on your model driven apps.

Go to settings and features then turn on smart paste (preview)

Then Save the changes.

Next open the Dynamics 365 Sales Hub and open lead record then you will see the little paste icon on the navigation bar.

When you click on the button it will paste the auto suggestions based on your previous activity.

That's it for today.

I hope this helps.

Malla Reddy Gurram(@UK365GUY)

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

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)

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

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)