Microsoft MB-280 Microsoft Dynamics 365 Customer Experience Analyst Exam Practice Test

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

To build a trigger-based journey that sends "Getting started" emails when an opportunity is marked as "Won," the appropriate trigger to use is theDataverse record change trigger. This trigger is specifically designed to initiate actions based on changes in Microsoft Dataverse records, which are integral to Dynamics 365.

Here’s the detailed reasoning:

Dataverse Record Change Trigger:

TheDataverse record change triggeris used to initiate journeys when there is a change in a record within Dataverse, such as an opportunity's status.

Since the requirement is to send a "Getting started" email once an opportunity status changes to "Won," this trigger can detect the status update in real-time.

Using this trigger, you can specify the criteria for the journey to start, such as filtering for opportunities with a status of "Won," thus automating the email sending based on this condition.

Why Not Other Triggers?

Custom trigger with lead profile dataandCustom trigger with contact profile data:These are generally used for initiating journeys based on custom events or data points outside of standard Dataverse records, which isn’t applicable here as the journey is triggered by an opportunity status change, a native Dataverse record.

Email Link Clicked Interaction Trigger:This trigger is used to follow up after an email link is clicked, which does not align with the scenario. The journey must start based on an opportunity status change, not email interaction.

Microsoft Dynamics 365 References:

Create and manage trigger-based journeys

Work with Dataverse triggers in journeys

By using theDataverse record change trigger, you ensure that the journey aligns directly with the sales process and automatically sends the "Getting started" email when an opportunity reaches the "Won" status, as requested by the global sales lead.

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 upcomingactivities, 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 enable the digital sales team's request to use Copilot for summarizing changes to lead records, you need to ensure that they have the necessary permissions and access to the required features. Here’s how to proceed:

Assign the Sales Copilot User Role:

Dynamics 365 Copilot in Sales is a feature that assists users by providing insights and summaries based on data within the system.

To allow the digital sales team to access and utilize Copilot's capabilities, they must have theSales Copilot user roleassigned. This role enables users to interact with Copilot and benefit from its AI-driven functionalities such as summarizing changes and insights in records.

Microsoft Documentation Reference:Dynamics 365 Sales Copilot Setup

Grant View Audit History Permissions:

TheView Audit Historypermission is essential for team members to access audit logs, which is necessary for reviewing and summarizing changes made to lead records.

Enabling this permission will allow the digital sales team to view a history of modifications in lead records, thus allowing them to generate summaries based on this audit trail.

The View Audit Summary permission specifically lets them see summaries of audit data, which complements Copilot’s functionality by allowing Copilot to access detailed change history for summarization.

Microsoft Documentation Reference:Security Roles and Privileges

By implementing these two actions, the digital sales team will have both the necessary access to Copilot features and the required permissions to audit lead record changes, enabling them to leverage Copilot for summarizing changes to leads effectively.

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 OfficeandToronto Officeare 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 toLondon OfficeandToronto Office.

Requirement Analysis:

The organization is collecting lead data from two sources: a web form created in Customer Insights - Journeys and manual entries by sales users. This setup could lead to duplicate entries if a lead is submitted through the web form and then entered manually by a sales user afterward.

To ensure data integrity and avoid duplication, it is essential to implement a mechanism that identifies and manages duplicates automatically.

Solution - Enabling Duplicate Detection:

In Dynamics 365,duplicate detectioncan be configured to alert users or prevent the creation of records that already exist based on certain criteria (such as email).

By enablingduplicate detectionbased on email addresses, the system will compare incoming lead data with existing records and prompt users if a duplicate is identified. This feature will ensure that leads collected from different sources are not duplicated unnecessarily.

Steps to Enable Duplicate Detection for Leads Based on Email:

Navigate toSettings>Data Management>Duplicate Detection Rulesin Dynamics 365.

Create a newDuplicate Detection Rulefor theLeadentity. Specify that the system should check for duplicate records based on the email field.

Publish the rule and ensure it is activated.

After activation, this rule will prompt users whenever a duplicate email is detected, either from the Customer Insights - Journeys web form or manual entry by sales users.

Adding Columns to the Active Onboard New Pet View (Option B):

To display the current active stage of the "Onboard new pet" business process flow, you need to ensure that theActive Onboard new pet viewincludes relevant columns from the Pet table, specifically those tracking process flow stages.

Creating and Adding a New "Onboarding Stage" Column (Option D):

Creating a column such as"Onboarding stage"on the Pet table helps track the active stage of the onboarding process directly within the view. This allows users to see at a glance which stage each pet is in without navigating away from the main view.

Other Options:

Option A(Adding a page) refers to modifying the app's navigation, which doesn’t directly impact the visibility of the business process flow stage.

Option C(All Onboard New Pet View) may not be as relevant if you only need to focus on active onboarding records rather than all records.

References from Microsoft Documentation:

For configuring views and columns in Dynamics 365, refer toCreate and edit views.

C:\Users\Waqas Shahid\Desktop\Mudassir\Untitled.jpg

The configurations in the Salesperson security role will determine the access and visibility the carer has to the "Corgi meet-up" business process flow. The carer should be able to view and interact with specific business process flows on the Pet records based on the permissions configured by the founder.

Business Process Flow Access Configuration:

The image shows that the "Salesperson" security role has the "Create," "Read," "Write," "Delete," "Append," and "Append To" permissions set for the "Corgi meet-up" process.

The green circle indicates permissions at the Organization level, meaning the carer can access all records associated with the "Corgi meet-up" business process flow across the entire organization.

Visibility of Business Process Flows on Pet Records:

Since the carer has these permissions at the Organization level, they will be able to see all business process flows related to pet records that have been set up by the founder.

In this case, the answer provided in the image indicates that the carer will be able to see business process flows that were created by both the founder and new flows initiated by the carer themselves on the Pet records.

Switch Process Dialog Visibility:

The switch process dialog will allow the carer to select from multiple business process flows that are applicable to a given record.

According to the selection options provided, if both the "Corgi meet-up" and the "Onboard new pet" flows are available, and they are configured to be accessible by the Salesperson role, the carer should be able to see both flows when using the switch process dialog. This aligns with the provided answer choices, which indicate that both flows are visible when switching.

References from Microsoft Documentation:

Microsoft’s official documentation on configuringSecurity Rolesin Dynamics 365 provides detailed guidance on setting permissions for different entities and processes. More information can be found in the Dynamics 365 security model documentation:Manage security, users, and teams

ForBusiness Process Flowconfigurations, including permissions and visibility settings, refer to the guide onCreate a business process flow in Dynamics 365.

This setup ensures that the carer has the appropriate level of access to perform their duties, specifically in handling pet records and business processes like the "Corgi meet-up."

If you have further questions or need more details on this configuration, feel free to ask!

Enable Auditing on Columns (Options A and D):

Enabling auditing on specific columns likeDietary requirementsandEmail addressensures that any changes to these fields are tracked. This meets Terra Flora's requirement to log changes to these fields along with details of who made the changes and the timestamp.

Enable Auditing on Pet and Contact Tables (Options B and C):

By enabling auditing at the table level forPetandContact, you ensure that any updates to these tables, including changes to all associated columns, are recorded. This broad setting ensures full coverage of auditing for both tables.

Enable Audit User Access (Option F):

This option is recommended to track when users access certain data, which can help with compliance and monitoring user interactions with sensitive data.

Option E (Start Read Auditing):

Read auditingtracks when records are read. If compliance requires monitoring every time a record is accessed, enabling this could be necessary; however, the primary focus is on modifications rather than access alone.

References from Microsoft Documentation:

For setting up auditing, seeAuditing overview for Dynamics 365.

To identify duplicate records, you need to configure bothduplicate detection rulesandduplicate detection jobs.

Since Terra Flora requires identifying duplicate pet records across various fields, creatingthree duplicate detection rulesis likely necessary to cover different columns (such as name, breed, and dietary requirements) in the Pet table.

One duplicate detection jobis sufficient to run these rules concurrently, scanning the database for duplicates across the specified columns. This job can be scheduled or run manually.

Option Bis correct as it ensures comprehensive coverage with three rules addressing various fields and one job to manage the duplicate detection process.

References from Microsoft Documentation:

For guidance on setting up duplicate detection jobs and rules, refer toDetect duplicate records in Dynamics 365.

The timeline control in Dynamics 365 allows users to view and interact with activities, notes, and posts associated with a record. To meet Terra Flora’s requirements for displaying specific activities, you need to customize the timeline to show only certain activity types.

Removing All Other Activity Types Except Task, Email, and Phone Call (Option B):

According to Terra Flora's requirements, only Tasks, Emails, and Phone Calls should appear in the timeline for Pet records. Therefore, removing all other activity types ensures that only the relevant activities are shown. This customization is achieved in the timeline settings by unchecking unnecessary activity types.

Unchecking the Posts Option (Option C):

Since Terra Flora specified that posts should not appear on the timeline, you should uncheck thePostsoption under the Record types settings in the timeline configuration. This action removes posts from the view, aligning with Terra Flora’s requirement to exclude posts from the Pet records timeline.

Other Options Explanation:

Unchecking Notes (Option A)would prevent users from adding or viewing notes, which Terra Flora requires.

Unchecking the Activities Option (Option D)would disable all activities on the timeline, which does not meet Terra Flora’s needs as they require Task, Email, and Phone Call activities.

Option Edeals with the display format of notes but does not restrict their visibility, which does not align with the requirement to exclude posts specifically.

References from Microsoft Documentation:

For configuring and customizing the timeline control, refer toCustomize a timeline controlin Dynamics 365 documentation for detailed steps on modifying timeline settings and activity visibility.

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. Thesync to external search indexsetting (Option C) is for integration with external search tools and does not directly impact internal search capabilities.

Addingcolumns 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 toConfigure relevance search in Dynamics 365for more information on indexing tables to enhance search capabilities.