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| Certification Vendor: | Microsoft |
|---|---|
| Exam Name: | Microsoft Dynamics 365 Customer Experience Analyst |
| Exam Number: | MB-280 |
| Exam Duration: | 100-120 |
| Exam Format: | Multiple choice, Case studies, Scenario-based questions, Multiple response |
| Related Certifications: | Microsoft Certified: Dynamics 365 Sales Functional Consultant Associate Microsoft Certified: Power Platform Functional Consultant Associate |
| Certificate Validity Period: | 1 year (renewable via Microsoft certification renewal assessment) |
| Exam Price: | $165 USD (varies by region) |
| Real Exam Qty: | 40-60 |
| Passing Score: | 700/1000 |
| Available Languages: | Spanish, Simplified Chinese, English, Japanese, Korean, German, French |
| Recommended Training: | Microsoft Learn - MB-280 Learning Path Dynamics 365 Customer Experience training modules |
| Exam Registration: | Microsoft Learn MB-280 Exam Page Pearson VUE Microsoft Exams Registration |
| Sample Questions: | Microsoft MB-280 Sample Questions |
| Exam Way: | Online proctored or onsite testing center (Pearson VUE) |
| Pre Condition: | No formal prerequisites required, but recommended experience with Dynamics 365 and basic understanding of Microsoft Dataverse and Power Platform. |
| Official Syllabus URL: | https://learn.microsoft.com/en-us/credentials/certifications/exams/mb-280/ |
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NEW QUESTION # 87
A company deploys Dynamics 365 Sales.
You are deploying Dynamics 365 App for Outlook to all users in the environment. You complete the following steps of the deployment:
● Assign all users the required security privileges.
● Enable and test all mailboxes.
Users report that the app is NOT visible within their Outlook client.
You need to make Dynamics 365 App for Outlook available to all users.
Which two actions should you perform? Each correct answer presents a complete solution. (Choose two.) NOTE: Each correct selection is worth one point.
Answer: A,D
Explanation:
Deploy and install Dynamics 365 App for Outlook
Step 1: Set the default synchronization method [Assume done]
Step 2: Test email configuration and enable mailboxes [Done]
Step 3: Provide security role access [Done]
The security role Dynamics 365 App for Outlook User is available from build 9.1.0.4206 or later. If a user doesn't have this security role or its underlying privileges, they'll receive the following error: You haven't been authorized to use this app. Check with your system administrator to update your settings. You must add users to this role so they can use Dynamics 365 App for Outlook. This will ensure that the users have the basic privileges needed to access App for Outlook.
Step 4: Install App for Outlook
Follow these steps to push Dynamics 365 App for Outlook to selected users, all users, or have users install it themselves as needed.
Step 4.1: Push the app to your users
1. To push the app to your users, from your app, go to Settings > Advanced Settings.
2. Go Settings > Dynamics 365 App for Outlook.
3. The Getting Started with Microsoft Dynamics 365 App for Outlook page lists all eligible users that can use App for Outlook. You have several different options on how you can deploy the app to your users.
4. Etc.
Or
Step 4.2: Have users install App for Outlook themselves
1. From your app, go to Settings > Advanced Settings.
2. Select the Settings button Settings button., again and then select Apps for Dynamics 365 apps.
3. In the Apps for Dynamics 365 apps screen, under Dynamics 365 App for Outlook, users select Add app to Outlook.
Reference:
https://learn.microsoft.com/en-us/dynamics365/outlook-app/deploy-dynamics-365-app-for-outlook
NEW QUESTION # 88
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.
Drag and Drop Question
You need to create and start a new customer journey to send "Welcome" emails to new customers.
Which three actions should you perform in sequence before you publish the journey? To answer, move the three appropriate actions from the list of actions to the answer area. Arrange the three actions in the correct order.
Answer:
Explanation:
Explanation:
1. Create a trigger-based journey that triggers on changes to the contoso_clienttier field. Since the "Welcome" email should be sent when an account first enters any client tier, a trigger-based journey is required. The trigger should activate when the contoso_clienttier field is updated with a value.
2. Select the frequency as a one-time journey where newly added members can start at any time.
A one-time journey with newly added members ensures that each new primary contact will enter the journey when their account first gets assigned a tier.
3. Add the journey steps.
After defining the journey type and trigger, the necessary email steps (sending the "Welcome" email) must be added before publishing.
NEW QUESTION # 89
You need to ensure that a user named User1 can assign salespeople to sales territories. The solution must use the principle of least privilege.
To which security role should you assign User1?
Answer: A
Explanation:
The principle of least privilege means granting the user only the minimum permissions necessary to perform their tasks. In this case, to allow User1 to assign salespeople to sales territories, the Salesperson role typically includes privileges related to managing sales processes, such as territories, while limiting access to broader system functions like those available to a Vice President of Sales or System Customizer.
The System Customizer and Vice President of Sales roles would grant more permissions than necessary, which would violate the principle of least privilege. The Sales Team Member role is typically too limited for assigning salespeople to sales territories, which requires more specific access.
NEW QUESTION # 90
Note: This question is part of a series of questions that present the same scenario. Each question in the series contains a unique solution that might meet the stated goals. Some question sets might have more than one correct solution, while others might not have a correct solution.
After you answer a question in this section, you will NOT be able to return to it. As a result, these questions will not appear in the review screen.
You use business process flows for all Dynamics 365 opportunities.
Some opportunities are closed before business process flow durations are calculated.
You need to ensure that business process flow duration values are calculated.
Solution: Change the opportunity to an inactive state.
Does this meet the goal?
Answer: A
Explanation:
Changing an opportunity to an inactive state does not trigger the calculation of business process flow duration values. The business process flow duration is calculated based on the active duration of the business process flow stages while the opportunity is active.
NEW QUESTION # 91
A company's IT department has a .CSV file stored on one of their Shared Documents folders within their Microsoft SharePoint sites. The data from the .CSV file is ingested into Dynamics 365 Customer Insights - Data.
The file contains a row header and columns of different types, such as quantities and prices. The file also contains some rows with a high proportion of nulls.
You need to clean and transform the data in Customer Insights - Data to be ready for unification.
Solution: Transform the first row to be used as headers, define column types to be the appropriate field types and name the query. Select Next and your data is now ready for unification.
Does this meet the goal?
Answer: A
Explanation:
* While transforming the first row to be used as headers and defining column types are necessary steps, the solution does not address removing rows with high proportions of nulls. Rows with significant null values can interfere with the quality of the unification process in Customer Insights - Data.
* Therefore, this solution does not fully meet the goal as it does not handle data quality issues caused by null values.
NEW QUESTION # 92
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