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Microsoft MB-280 Exam Syllabus Topics:

Topic
Details

Topic 1

• Implement the Dynamics 365 App for Outlook: This section emphasizes the integration of Dynamics 365 with Outlook to enhance productivity and streamline sales processes for Dynamics 365 Sales Professionals.

Topic 2

• Configure and Customize Dataverse and Model-Driven Apps: This section covers the ability of Dynamics 365 Sales Professionals in the configuration and customization of Dataverse and model-driven apps to meet business needs.

Topic 3

• Implement Security and Customizations in Dynamics 365 Sales: This section addresses the implementation of security measures and customization options within Dynamics 365 Sales for Dynamics 365 Sales Professionals.

Topic 4

• Demonstrate Dynamics 365 Customer Insights Capabilities: This section focuses on leveraging customer data to drive sales strategies through Dynamics 365 Customer Insights.

Topic 5

• Implement Dynamics 365 Sales: This section focuses on the essential processes for setting up and managing Dynamics 365 Sales effectively for Dynamics 365 Sales Professionals.

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Microsoft Dynamics 365 Customer Experience Analyst Sample Questions (Q12-Q17):

NEW QUESTION # 12
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 a custom insight card to display tier change notifications per the global sales lead's request.
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.

Answer:

Explanation:

Explanation:
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.

NEW QUESTION # 13
Your organization has customized Dynamics 365 Sales to allow sales users to create account plans on existing accounts. The Account table has a one-to-many relationship with the Custom Account Plan table.
To comply with privacy laws, your organization needs to delete inactive account records after two (2) years.
Some account managers noticed that when they delete accounts, linked account plans are also deleted. Account managers want to be able to use these account plans as references.
You need to ensure that when accounts are deleted, the accounts plans are NOT deleted.
Which type of behavior should you set on the delete action in the relationship between accounts and account plans?

• A. Cascade Active
• B. Restrict
• C. Cascade All
• D. Remove Link

Answer: B

Explanation:
Configure table relationship cascading behavior
The CascadeConfiguration class or CascadeConfiguration complex type) contains the properties representing actions that may be performed on the referenced table in the one-to-many relationship. Each property can be assigned one of the values of the CascadeType enum type.
* Restrict
Prevent the Referenced table record from being deleted when referencing tables exist.
Incorrect:
* Cascade All
Perform the action on all referencing table records associated with the referenced table record.
* Cascade Active
Perform the action on all active referencing table records associated with the referenced table record.
* Remove Link
Remove the value of the referencing column for all referencing table records associated with the referenced table record.
Reference:
https://learn.microsoft.com/en-us/power-apps/developer/data-platform/configure-entity-relationship-cascading-behavior

NEW QUESTION # 14
You have opportunities that have values in multiple currencies. You manually update currency exchange rates once per month.
You need to ensure that currency values are accurately reported.
When is the new currency exchange rate applied to the opportunity records?

• A. When the calculate rollup field system job for the msdyn_projectteam table runs.
• B. When the calculate rollup field system job for the account table runs.
• C. When an opportunity changes the status reason.
• D. When an opportunity changes the status.

Answer: A

Explanation:
In Dynamics 365, when you update currency exchange rates, those rates are applied during the scheduled system jobs that calculate rollup fields.
Specifically, if you have rollup fields related to opportunities that depend on currency values, the new exchange rates will be reflected when the calculate rollup field system job for the relevant tables runs.

NEW QUESTION # 15
You are a marketing automation consultant.
Your customer wants to understand the benefits of using the query assist feature in Dynamics
365 Customer Insights - Journeys.
Why might your customer want to use this feature?

• A. When looking at a segment created by another user, the natural language feature makes it easier to identify which journeys the segment is used in.
• B. When looking at a marketing journey created by another user, the natural language feature makes it easier to understand the logic of the journey and decide whether it meets the campaign goals.
• C. Using the natural language feature allows marketers to search Dataverse to retrieve single records using a right-hand pane on the model-driven app.
• D. Using the natural language feature allows marketers to build segments using simple words to specify what audience they want to target.

Answer: D

Explanation:
The query assist feature in Dynamics 365 Customer Insights - Journeys utilizes natural language processing, which enables marketers to create segments using intuitive language. This allows users to specify their targeting criteria in a more user-friendly way, making it easier for those without extensive technical skills to define and build audience segments effectively.

NEW QUESTION # 16
Your company wants to enable AI features in their systems and use Copilot for Sales to connect to Dynamics 365 Sales data.
You need to ensure that all eligible users have access.
Which three actions should you perform? Each correct answer presents part of the solution.
(Choose three.)
NOTE: Each correct selection is worth one point.

• A. Assign users the correct privileges to use Copilot for Sales in Teams.
• B. Enable Copilot for Sales in Dynamics 365.
• C. Install Copilot for Sales in Microsoft Outlook.
• D. Create a policy in Teams to install and pin Copilot for Sales and enable meeting transcripts.
• E. Verify server-side synchronization is enabled and users have the correct security roles in Dynamics 365.

Answer: A,B,E

Explanation:
Enable Copilot for Sales in Dynamics 365: This is a necessary step to activate the feature within Dynamics 365 and ensure that it is available for users.
Verify server-side synchronization is enabled and users have the correct security roles in Dynamics 365: Server-side synchronization is essential for seamless integration of data between Dynamics 365 and other Microsoft applications, ensuring users can access the necessary data.
Assign users the correct privileges to use Copilot for Sales in Teams: Users need the appropriate permissions to utilize Copilot features effectively within Teams.

NEW QUESTION # 17
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