MB-280 Microsoft Dynamics 365 Customer Experience Analyst Question and Answers

In Dynamics 365 Customer Insights - Data, primary key attributes must uniquely identify records and be consistent across the data source.

Whole Number and GUID are commonly used data types for primary keys because they can uniquely identify records and are natively supported for primary keys in databases.

String can also be used as a primary key if it uniquely identifies each record (e.g., an email address).

Integer and Boolean are generally not used as primary keys in Customer Insights because they may not provide unique identifiers suitable for all scenarios.

Show As

Visualize this view

To catch up on scheduled tasks and activities, BDM1 can use specific features in the Dynamics 365 Sales Hub interface. Here’s how they work in this scenario:

Show As:

The "Show As" option allows users to change the view of their current page. BDM1 can use this feature to switch to a timeline or agenda view, which can help display upcoming activities, tasks, and reminders in a format that may highlight pending actions, like the meeting scheduled by BDM2.

When in the appropriate view, reminder cards for tasks and meetings can surface based on relevance and priority.

Visualize this view:

The "Visualize this view" option helps BDM1 to see an overview of upcoming tasks, scheduled meetings, and associated records in a graphical format.

This visualization can be particularly useful for identifying key upcoming events like the meeting BDM2 scheduled, as it provides a clear summary of upcoming activities, aiding in prioritization and catch-up efforts.

Microsoft Dynamics 365 References:

Using assistant cards in Dynamics 365 Sales

Configuring views and visualizations in Dynamics 365

By selecting these options, BDM1 can effectively access and view the assistant card related to the scheduled meeting, facilitating a quick catch-up on all pending activities.

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.

Here’s the correct sequence to configure a new Customer Insights - Journeys form to handle lead duplicates automatically, as per the requirements:

Create a new form:

Start by creating a new form within Customer Insights - Journeys. This is the initial step to set up a form that will capture new leads.

Select a form template:

Choose a template that best fits the purpose of the form. This provides a structure for the form fields and layout, streamlining the setup process.

Set the form target audience to leads:

Since the form will be capturing lead information, specify that the form’s target audience is “leads.” This will ensure that the data is processed and stored as lead records.

Set the form duplicate records strategy to the audience default strategy:

Define how duplicate records are managed. First, apply the default duplicate record strategy for leads. This sets an initial strategy for managing duplicates.

Publish the form:

After completing the setup and configuring the necessary options, publish the form to make it available for use.

Additional Context:

The Create a custom matching strategy and Set the form duplicate records strategy to the custom form matching strategy steps are optional and can be used for further refinement if the default strategy does not meet specific requirements for matching leads based on certain criteria.

By following these steps, you ensure the form is configured for capturing leads and manages duplicates effectively based on the default duplicate record strategy.

Microsoft Dynamics 365 References:

Set up a Customer Insights - Journeys form

Duplicate Detection Rules in Dynamics 365

Since a child site within the existing SharePoint site collection has been renamed, the best approach is to update the relative URL in Dynamics 365 Sales. The relative URL defines the path within the parent site and must match the new name to ensure document management continues to function correctly.

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Automate the Tradeshow Follow-up Process: Implement sequences

Using sequences in Dynamics 365 allows for automating a series of tasks or activities for lead follow-up. Sequences enable you to standardize and automate follow-up tasks, like sending emails and scheduling calls, ensuring salespeople adhere to a consistent process without manual intervention.

Implementing sequences is ideal for the follow-up process as it automates the steps and reduces the reliance on salespeople to manually manage each task.

Understanding the Requirement:

The company needs to apply a separate flat rate discount for preferred customers on specific products. This discount varies depending on the customer’s country or region.

A Discount List in Dynamics 365 Sales is used to apply specific discounts on products under defined conditions.

Solution - Creating a Discount List:

A Discount List can be tailored to preferred customers and configured to apply discounts based on specific products and customer attributes, such as their country or region.

Using a Discount List ensures flexibility and control over the discount structure, allowing the organization to manage regional variations in pricing for preferred customers.

Dynamics 365 Sales, Create and activate assignment rules

You can create and manage sequences and assignment rules through navigating to 'Personal Settings' area if users have sequence manager role.

ï‚· For team members to view lead scoring insights, they must have appropriate permissions, specifically the Lead Score Viewer role in Dynamics 365 Customer Insights - Journeys.

ï‚· Even though the lead scoring models are published and live, without the correct security role, users will not have access to view the insights.

ï‚· Assigning the Lead Score Viewer role ensures that the users have the necessary access rights to review the lead scoring insights generated by the models.

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Update All User Mailboxes to Sync with Exchange Online:

Since your organization has moved from Gmail to Exchange Online, the first step is to update the mailbox settings for each user to enable synchronization with Exchange Online. This change in configuration aligns with the new email server settings, allowing Dynamics 365 to handle email via Microsoft Exchange Online instead of Gmail.

This step ensures that user mailboxes are correctly configured to communicate with the new Exchange environment.

1. Create a Power Automate flow with a Dataverse "When a row is added, modified or deleted" trigger.

This ensures that the flow is triggered when an account's client tier changes.

2. Set the table and column conditions for the triggering event.

The trigger should monitor changes to the contoso_clienttier field in the Accounts table.

3. Add a step to call the "Create card for assistant" action.

This step ensures that a custom insight card is created for the assistant in Dynamics 365 Sales.

4. Save and test the flow by manually performing an update.

This verifies that the Power Automate flow is correctly detecting tier changes and triggering the insight card.

5. Update the insight card item to select the flow.

This ensures that the newly created insight card is linked to the correct Power Automate flow.

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Renaming the Omitted Column to Cancelled:

To rename a column in the forecast layout, such as changing Omitted to Cancelled, you should go to Layout column settings. This setting allows you to customize how columns appear in the forecast view, including renaming columns to better match your business terminology.

Renaming within Layout column settings will directly change how this column is labeled in the user interface for clarity and consistency with business terms.

BDM1 has a reminder setting for close dates that are coming up within the next 21 days, as configured in the system. Given that BDM1 logs in on June 3, 2024, here’s how to determine which opportunities will be highlighted in the "Close date coming soon" reminder cards:

Calculate the Reminder Period:

With a 21-day notification period, any opportunities with close dates on or before June 24, 2024 (21 days from June 3), will trigger a reminder card in the assistant.

Evaluate Close Dates for Opportunities:

London Office: Scheduled to close on June 4, 2024, which is within 21 days from June 3.

Toronto Office: Scheduled to close on June 12, 2024, which also falls within the 21-day reminder period.

Mexico City Office: Scheduled to close on June 18, 2024, within the 21-day reminder period.

Seattle Office: Scheduled to close on June 19, 2024, also within the 21-day period.

Based on this, London Office and Toronto Office are within the specified period and thus will appear as close date reminders for BDM1.

Microsoft Dynamics 365 References:

Assistant and Insights cards in Dynamics 365 Sales

By applying the specified close date threshold, we can confirm that the reminder cards for opportunities closing on June 4 and June 12 will be displayed to BDM1, which corresponds to London Office and Toronto Office.

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BDM2 is a contact of interest for → both the London Office and Toronto Office opportunities.

BDM2 is a sales team member for all Northwind Traders opportunities, meaning they are involved in both the London Office and Toronto Office opportunities.

BDM3 is a contact of interest for → the Toronto Office opportunity.

BDM3 owns all Northwind Traders opportunities except those owned by BDM1. Since BDM1 owns the London Office opportunity, BDM3 is only involved in the Toronto Office opportunity.

Client Contact2 is a contact of interest for → the Toronto Office opportunity.

The Toronto Office opportunity lists Client Contact2 as the primary contact, making them a contact of interest for that opportunity.

Client Contact1 is a contact of interest for → the London Office opportunity.

The London Office opportunity lists Client Contact1 as the primary contact, making them a contact of interest for that opportunity.

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The correct order of actions to set up a product catalog, including the ability for sellers to apply quantity discounts, is as follows:

Create units.

Add products.

Create price lists.

Add price list items.

Create discount lists.

Create Units:

Start by defining units (e.g., each, box, dozen) for your products. Units specify how products are measured and sold, which is essential for setting pricing and discounts.

This step ensures that all products have consistent units of measure before adding them to the catalog.

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Determine the Price of the Product Bundle: Use the lunch bundle price

Since the lunch bundle is predefined at $200.00, the price for the bundle should be set using the lunch bundle price. This ensures that any associated products (Sandwich, Napkins, and Soda) are automatically included in this price, simplifying the process for the sales staff.

To enable comprehensive search capabilities for administrators to find all records referencing specific terms (such as “Corgis”), it is essential to ensure that all relevant tables are indexed.

In Dynamics 365, configuring search functionality for specific tables involves setting up the tables to be searchable, which can be done by indexing them within the solution.

Indexing relevant tables makes them accessible in the search feature and ensures all fields within those tables can be searched, allowing for quick retrieval of records that reference specific terms.

System settings (Option A) is limited to selecting up to 10 tables and is more about quick search rather than full indexing. The sync to external search index setting (Option C) is for integration with external search tools and does not directly impact internal search capabilities.

Adding columns to the Lookup view (Option D) affects how lookups work but does not influence full-text search results.

References from Microsoft Documentation:

For configuring search indexing, refer to Configure relevance search in Dynamics 365 for more information on indexing tables to enhance search capabilities.

Create an owner team

1. Make sure that you have the System Administrator, Sales Manager, Vice President of Sales, Vice President of Marketing, or CEO-Business Manager security role or equivalent permissions.

2. Go to Settings > Security. In Microsoft Dynamics 365 for Outlook, go to Settings > System > Security.

3. Select Teams.

3. On the Actions toolbar, select New button.

5. Enter a team name.

6. Select a business unit. [Only for Dynamics 365 Sales Enterprise].

7. Enter an administrator.

8. Select Owner in Team Type.

9. Complete other required fields, and then select Save.

If you don’t select the business unit to which the team will belong, by default, the root business unit is selected. The root business unit is the first business unit created for an organization. [Only for Dynamics 365 Sales Enterprise]