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

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.

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.

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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!

 Transforming the first row to be used as headers, removing rows with null values, and naming the query prepares the data appropriately for unification inCustomer Insights - Data.

 By setting the headers and removing rows with high proportions of nulls, the data becomes cleaner and more structured, which is essential for successful unification in Customer Insights. Therefore, this solution meets the goal of preparing the data for unification.

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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.

The correct order of actions to create a new custom account plan table with a hierarchical parent-child relationship visualization is as follows:

Create a new account plan table.

Create a 1

self-referential relationship and mark the relationship as hierarchical.

Open the advanced Relationship settings.

Go to the Hierarchy Settings grid view.

Step by Step Comprehensive Detailed Explanation with ALL Microsoft Dynamics 365 References:

Create a New Account Plan Table:

To model account plans for subsidiaries and manage the parent-child relationships, start by creating a new table (entity) named "Account Plan."

This table will store information related to the account plans, and you can define custom fields and settings as needed.

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The correct order of actions to configure the editing capabilities for the Account records in Copilot for Sales while restricting the "Revenue Forecast" field is as follows:

In Copilot for Sales admin settings, select Forms.

In the settings for the Account table, select Forms.

Select the Account record type.

In the Manage fields section, turn off Allow editing for the "Revenue Forecast" field.

Step by Step Comprehensive Detailed Explanation with ALL Microsoft Dynamics 365 References:

In Copilot for Sales Admin Settings, Select Forms:

Start by accessing the admin settings forCopilot for Sales. This is where configuration changes for form accessibility and editing settings are managed. SelectingFormswill allow you to configure specific form-related options for Copilot usage.

In the Settings for the Account Table, Select Forms:

Navigate to the settings for theAccounttable within Copilot. SelectingFormsat this level allows you to specify which parts of the Account table are editable and visible in Copilot, which directly impacts how users interact with the Account records.

Select the Account Record Type:

Once in the form settings, choose theAccountrecord type that needs to be modified. This is essential for enabling edits to the Account records in Copilot and ensuring that the correct fields are accessible.

In the Manage Fields Section, Turn Off Allow Editing for the "Revenue Forecast" Field:

Finally, within theManage fieldssection, disable theAllow editingoption specifically for the "Revenue Forecast" field. This action ensures that while Account records can be edited in Copilot, the "Revenue Forecast" field remains read-only, satisfying the requirement from the vice president of sales.

 For team members to view lead scoring insights, they must have appropriate permissions, specifically theLead Score Viewerrole in Dynamics 365 Customer Insights - Journeys.

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

 Assigning theLead Score Viewerrole ensures that the users have the necessary access rights to review the lead scoring insights generated by the models.

 Changing the opportunity to aninactive stateallows for the calculation of business process flow duration values, as this state transition prompts the system to finalize any duration metrics associated with the process flow.

 Business process flows calculate duration upon completion or transition of the process, so marking the opportunity as inactive triggers the system to calculate these durations.

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 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.

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.