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Our Microsoft Dynamics 365 Customer Experience Analyst Web-Based Practice Exam is compatible with all major browsers, including Chrome, Internet Explorer, Firefox, Opera, and Safari. No specific plugins are required to take this Microsoft Dynamics 365 Customer Experience Analyst practice test. It mimics a real MB-280 test atmosphere, giving you a true exam experience. This Microsoft Dynamics 365 Customer Experience Analyst (MB-280) practice exam helps you become acquainted with the exam format and enhances your test-taking abilities.
NEW QUESTION # 104
You are a marketing automation consultant.
Your customer wants to understand the benefits of using the query assist feature in Dynamics 365 Customer Insights - Journeys. Why might your customer want to use this feature?
Answer: D
Explanation:
The Query Assist feature in Dynamics 365 Customer Insights - Journeys utilizes natural language processing to help marketers easily build segments.
By using simple language, marketers can describe their target audience without needing to know complex query syntax, making segmentation more accessible.
This feature is designed to streamline segment creation, allowing marketers to quickly define their audience with natural language inputs, which is particularly useful for users who may not be familiar with technical query building.
Reference: Microsoft Documentation - Use Query Assist for Segmentation in Customer Insights
NEW QUESTION # 105
A company uses Dynamics 365 Sales with assignment rules. The assignment rules use a segment to filter the lead records.
A sales manager wants to automatically add a series of tasks by using the same criteria as the assignment rules.
You need to create the tasks and assign the tasks to the lead records.
In which order should you perform the actions? To answer, move all actions from the list of actions to the answer area and arrange them in the correct order.
Answer:
Explanation:
Explanation:
The correct order of actions to create a sequence of tasks and assign them to lead records based on the same criteria as assignment rules is as follows:
* Create a sequence.
* Add tasks to the sequence.
* Connect the existing segment to the sequence.
* Activate the sequence.
* Create a Sequence:
* Start by creating a sequence in Dynamics 365 Sales. A sequence is a defined set of steps (tasks) that are applied to records in a systematic manner. It helps automate the task creation process based on predefined criteria.
Reference: Microsoft Documentation - Create and Manage Sequences
Add Tasks to the Sequence:
After creating the sequence, add the specific tasks that need to be automatically generated and assigned to the leads. These tasks can be calls, follow-ups, emails, etc., that need to be completed as part of the sales process.
Reference: Microsoft Documentation - Add Activities to a Sequence
Connect the Existing Segment to the Sequence:
Once the tasks are added, connect the sequence to the existing segment that filters the lead records based on assignment rules. This ensures that only leads within this specific segment are targeted by the sequence.
The segment is a subset of leads that meet certain criteria, and connecting it to the sequence allows for automated task assignment according to the segment ' s filtering rules.
Reference: Microsoft Documentation - Use Segments with Sequences
Activate the Sequence:
Finally, activate the sequence to begin the automated assignment of tasks to lead records that meet the segment criteria. Activation makes the sequence live, enabling the automated process to assign tasks to each lead as per the sequence setup.
Reference: Microsoft Documentation - Activate Sequences
By following these steps, the sales manager can ensure that tasks are automatically generated and assigned to leads according to the same criteria used by the assignment rules, streamlining task management for the sales team.
NEW QUESTION # 106
You are a Dynamics 365 Sales system customizer.
Salespeople report that they cannot search for open and closed opportunities using the search tool in the Quick Find View.
You need to configure the search tool to show the open and closed opportunities in the Customize the System area.
Which three actions should you perform in sequence? To answer, move the three appropriate actions from the list of actions to the answer are a. Arrange the three actions in the correct order.
Answer:
Explanation:
NEW QUESTION # 107
In the weeks leading up to the holiday season, the marketing department sets up a new segment-based journey.
The journey sends a marketing email to all wine enthusiasts who meet the following requirements:
1. The wine enthusiasts have a recorded wine order against their contact record.
2. The wine enthusiasts live in Europe.
You need to ensure that newly added wine enthusiasts also receive this email automatically.
How should you set up the segment?
Answer: A
Explanation:
To ensure that newly added wine enthusiasts automatically receive the marketing email, the segment must dynamically update based on contact data. Using Automatic Refresh, the system continuously updates the segment whenever new contacts meet the specified criteria (wine order history and location in Europe). This ensures that all qualifying contacts, including those added after the segment was initially created, are included in the marketing journey.
NEW QUESTION # 108
Case Study 1 - Contoso Ltd
Background information
Contoso Ltd. has started a new division that provides janitorial services to businesses.
The sales teams for this division are using a dedicated instance of Dynamics 365 Sales.
Contoso Ltd.'s sellers are becoming accustomed to Copilot in Sales and Sales Insights features.
They have identified several desired enhancements.
System configuration
The base currency for all opportunities in the system is US dollars (USD). The administrator has NOT enabled installed premium Sales Insights features. All users have Premium licenses.
Contoso Ltd. uses Exchange Online for email.
Only three default insights cards are turned on:
1. Close date coming soon
2. Meeting today
3. Upcoming meeting
The system administrator has set the following days before notifying me value for the Close date coming soon card to 21 days. Contoso Ltd. has also just set up Dynamics 365 Customer Insights
- Journeys for marketing automation. No segments or customer journeys have been defined yet.
Dynamics 365 Sales and Customer Insights - Journeys both share the same instance of Microsoft Dataverse.
Copilot in Dynamics 365 Sales settings
The following screenshots show the configured fields for opportunity settings summaries and recent changes in Copilot.
Contoso Ltd. Personnel
Business development managers
Contoso Ltd. has 30 business development managers (BDMs) across its sales teams. Each BDM is responsible for selling janitorial services to new and existing clients. All BDMs are assigned the sales manager security role in Dynamics 365 Sales.
Any BDM can own an opportunity, even if a different BDM owns the client account record. Any other BDMs assigned to work on the opportunity will be included in the opportunity record's sales team. Opportunity records owned by a BDM will never include any additional client stakeholders other than the named contact for the opportunity.
The BDMs have been told to document all client communications in Dynamics 365, but they frequently exchange emails with client contacts through Microsoft Exchange WITHOUT tracking them in Dynamics 365.
Digital sales team
Contoso Ltd. has a digital sales team that comprises 10 junior sales resources who focus on lead qualification and conversion to opportunities. Members of this team are assigned a single custom security role named Digital seller that is a copy of the standard Salesperson role. View audit history and view audit summary permissions are disabled.
The team currently receives leads from an online form on Contoso Ltd.'s website. Many online lead submissions end up being duplicates, and the team manually reconciles the duplicates by comparing last name, email address, and phone number for all submitted leads.
Clients
Client tiers
Clients are grouped into tiers based on annual revenue as calculated in a system outside Dynamics 365 Sales. Clients receive different levels of ongoing service and support based on their tier assignment.
Annual revenue values for accounts and corresponding tier values are written to Dynamics 365 through a nightly batch process. Client tier values are only updated when they change, and tier value will always be blank for accounts with no calculated annual revenue.
The tier structure is:
Tier A -- annual revenue greater than or equal to $10,000,000 USD
Tier B -- annual revenue greater than $5,000,000 USD and less than $10,000,000 USD Tier C -- annual revenue greater than $0 USD and less than or equal to $5,000,000 USD The tier label is stored in a custom text field named Client tier (contoso_clienttier) that contains only a single letter or is blank.
Northwind Traders account
There are three BDMs who frequently work together on large opportunities.
BDM1 is the account owner for Northwind Traders, a multinational client.
- BDM1 owns all Northwind Traders opportunities with estimated revenue greater than or equal to
$1,000,000. BMD2 and BDM3 are assisting BDM1 with several opportunities for Northwind Traders in different cities.
- BDM3 owns all other Northwind Traders opportunities. BDM3 is NOT a sales team member for any of the opportunities BDM1 owns.
- BDM2 is a sales team member for all Northwind Traders opportunities.
Client Contact1 is the primary contact for the Northwind Traders' account. There are two other client contacts with whom the Northwind account team regularly engages - Client Contact2 and Client Contact3.
BDM1 and Northwind Traders account
BDM1 has been on vacation for two weeks. During vacation, BDM1 did NOT log into Dynamics
365, and BDM2 made the following updates to several open Northwind Traders opportunities.
BMD2 also scheduled an internal meeting with BMD1 for the day they return to discuss a request from the primary contact for the account. The meeting has the "London office" opportunity as its regarding value.
Desired enhancements
The global sales lead requests the following enhancements:
1. A "Welcome" email should be sent to the primary contact for an account when the account first enters any client tier. This email should only be sent to the primary contact once.
2. Account owners should receive immediate notifications in the assistant in Dynamics 365 Sales when accounts change tiers. The notifications should include the account name and current tier.
3. A "Getting started" email should be sent to the main contact associated with an opportunity when the opportunity status is set to "Won."
1. The email should include a link to a custom onboarding form where the contact can supply information required to start the janitorial services for a given location.
2. If the contact does NOT click any links in the email, a follow-up email should be sent.
4. All emails between BDMs and client contacts should be available for relationship analytics KPIs. Emails sent by other users outside of Dynamics 365 should NOT be included in the KPIs.
The digital sales team lead requests the following enhancements:
1. The ability for team members to use Copilot to summarize changes to lead records.
2. Replace the current online form used by their team to capture new leads. The new form should automatically handle duplicates using the rules the team currently applies manually.
You need to build a trigger-based journey to send the "Getting started" emails requested by the global sales lead.
Which trigger should you use to start the journey?
Answer: D
Explanation:
Dataverse record change trigger: This trigger is ideal for monitoring changes to records in Dynamics 365, such as when the opportunity status is updated to "Won." By using this trigger, you can initiate the journey to send the "Getting started" email when the specific condition of the opportunity being marked as won is met.
NEW QUESTION # 109
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