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Reference: https://learn.microsoft.com/en-us/credentials/certifications/resources/study-guides/mb-280
Microsoft Dynamics 365 Customer Experience Analyst Sample Questions:
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.
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, and remove any special characters or spaces from header row. Remove rows with missing primary keys and name the query. Select Next and your data is now ready for unification.
Does this meet the goal?
- A. Yes
- B. NO
Correct Answer: B π³οΈ
Explanation: Only visible for Pass4SureQuiz members. You can sign-up / login (it's free).
You are implementing a new Dynamics 365 Customer Insights - Data environment for your organization.
You complete ingesting the data you need to unify and navigate to the correct page in the Customer Insights - Data application to begin the unification process.
You need to complete the first part of the unification process following best practices.
Which five actions should you perform in sequence? To answer, move the five appropriate actions from the list of actions to the answer area. Arrange the five actions in the correct order.
Correct Answer:
Explanation:
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.
- A. Assign the Dynamics 365 App for Outlook User security role to all users.
- B. Add the app for all users.
- C. Instruct users to install the app.
- D. Provide the app URL to the users.
- E. Share the app with all users.
Correct Answer: B,C π³οΈ
Explanation: Only visible for Pass4SureQuiz members. You can sign-up / login (it's free).
A company is using Dynamics 365 Sales to track their sales pipeline.
Sales managers require their forecasting to include reasons why opportunities were lost, including losses to competitors.
You need to configure the sales process WITHOUT using custom code.
What should you do? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.
Correct Answer:
Explanation:
* Requirement: Add the Type of Loss
* To track reasons for lost opportunities, including specifics like losses to competitors, you need to provide additional details on why an opportunity was closed as lost.
* The Status Reason field can be customized to include specific reasons for the loss. This field is used within the context of the Opportunity entity and allows the addition of options to detail specific loss types.
* By modifying the Status Reason option set, you can add various reasons (like " Lost to Competitor " ) which will appear as options when closing an opportunity as lost.
Reference: Microsoft Documentation - Customize Status Reasons for Opportunities Steps to Modify the Status Reason Option Set:
Go to Settings > Customizations > Customize the System.
Locate the Opportunity entity and open its Fields section.
Find and select the statuscode (Status Reason) field.
Add new options to represent specific loss types and save the changes.
Publish the customization to make the new Status Reason options available for users.
Requirement: Record the Loss for Forecasting
Sales managers need to include lost opportunities and their reasons in forecasting. To ensure that this information is captured accurately, modifying the Opportunity Close form will allow users to specify details when marking an opportunity as closed (won or lost).
By customizing the Opportunity Close form, you can include fields that capture detailed information required for forecasting, such as the type of loss and any competitor information. This ensures that loss details are available for analysis and forecasting without needing custom code.
Reference: Microsoft Documentation - Customize Opportunity Close Experience in Dynamics 365 Steps to Modify the Opportunity Close Form:
In the Sales Hub, navigate to App Settings > Close Opportunity Experience.
Customize the Opportunity Close form to include fields that are relevant to capturing loss information, such as adding fields for competitors or reasons.
Save and publish the form to reflect the changes.
By modifying the Status Reason option set and customizing the Opportunity Close form, you enable the sales team to record detailed reasons for lost opportunities, which will support accurate forecasting and analysis, all without using custom code.
New
A sales manager wants to set up goals for all salespeople. The goal measurement is based on the total outgoing calls finished each year. The goals for the fiscal year are based on a calendar year (January - December).
You need to create the rollup query for the goal metrics.
Which option should you select? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.
Correct Answer:
Explanation:
* Date Field - Actual End:
* The Actual End date field is typically used to mark when an activity, such as an outgoing call, is completed. Since the sales manager wants to measure completed outgoing calls, using Actual End ensures that only calls finished within the fiscal year are included in the goal measurement.
* This setting will align with the requirement to track activities finished within a specific time frame (January - December).
Reference: Microsoft Documentation - Configure Goal Metrics and Rollup Fields Rollup Field - Actual (integer):
The Actual (integer) rollup field is suitable for counting the total number of completed outgoing calls. This setting ensures that each completed call is tallied accurately, providing a straightforward measure of the sales team ' s activity in terms of call volume.
Using an integer type for the rollup field is appropriate for count-based metrics like this.
Reference: Microsoft Documentation - Define Rollup Fields for Goals
Source Record Type Status - Completed:
The Completed status ensures that only calls marked as completed are counted towards the goal. This is crucial for measuring finished activities, as it excludes calls that may still be in progress or have other statuses.
Setting the source record type status to Completed aligns with the requirement to measure only outgoing calls that have been fully executed.
Reference: Microsoft Documentation - Goal Management with Status Filtering By selecting Actual End as the date field, Actual (integer) for the rollup field, and Completed for the source record type status, you ensure that the goal measurement accurately reflects completed outgoing calls within the specified calendar year timeframe.
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