MB-280 Microsoft Dynamics 365 Customer Experience Analyst Free Practice Exam Questions (2025 Updated)

A screenshot of a computer AI-generated content may be incorrect.

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.

A close up of a text Description automatically generated

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.

A screenshot of a chat AI-generated content may be incorrect.

1. Create a trigger-based journey that triggers on changes to the contoso_clienttier field.

Since the "Welcome" email should be sent when an account first enters any client tier, a trigger-based journey is required. The trigger should activate when the contoso_clienttier field is updated with a value.

2. Select the frequency as a one-time journey where newly added members can start at any time.

A one-time journey with newly added members ensures that each new primary contact will enter the journey when their account first gets assigned a tier.

3. Add the journey steps.

After defining the journey type and trigger, the necessary email steps (sending the "Welcome" email) must be added before publishing.

A screenshot of a phone Description automatically generated

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.

A white background with black text Description automatically generated

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).

A white background with black text Description automatically generated

Opportunity Updated Today is Not Included in the Chart: Update roll-up settings

The roll-up settings control how frequently the data is aggregated and included in the goal metrics. If an opportunity updated today is not appearing, it likely indicates that the roll-up process has not yet captured the recent data change.

By updating the roll-up settings, you can adjust the frequency or manually trigger an update, ensuring that all recent updates are reflected in the chart.

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.

A screenshot of a computer Description automatically generated

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.

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.

Correct:

* : From the email settings in the Advanced settings, you migrate email router data from server-side synchronization to Dynamics 365 app for Outlook. [See step 1 below. Use Server-side synchronization]

* You test the email configuration and enable the mailboxes for the Dynamics 365 App for Outlook designated users. [Yes, see step 2 below]

Incorrect:

* Within the system settings and email configuration, you set Process Email Using to Dynamics 365 for Outlook. [No, set this to Server-side synchronization. See step 1 below]

Note:

Deploy and install Dynamics 365 App for Outlook

Step 1: Set the default synchronization method

To use Dynamics 365 App for Outlook, you need to set server-side synchronization for your email processing.

1. From your app, go to Settings > Advanced Settings.

2. Go Settings > Administration and then select System Settings.

3. Select the Email tab, and set Process Email Using to Server-Side Synchronization.

Step 2: Test email configuration and enable mailboxes

Enable and test your user mailboxes so they can use Dynamics 365 App for Outlook.

 Enable Mailboxes:

To use the Dynamics 365 App for Outlook, each user’s mailbox must be enabled for server-side synchronization. This ensures that emails, appointments, and tasks can sync between Outlook and Dynamics 365.

Without enabling the mailboxes, the synchronization won’t be functional, making it a critical prerequisite.

 This solution also includes transforming headers and defining column types, along with creating merged columns. However, it still does not remove rows with a high proportion of nulls. Addressing null values is important for data quality and ensuring accurate unification.

 Without removing rows with many nulls, the data may still have integrity issues that could impact the unification process. As a result, this solution does not completely meet the goal.

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

Correct:

* Transform the first row to be used as headers. Define column types to be the appropriate field types and name the query. Create a full name and full address columns by merging the appropriate columns if they exist. Select Next and your data is now ready for unification.

The proposed solution effectively prepares the data for unification in Dynamics 365 Customer Insights - Data. Here’s how each step contributes to meeting the goal:

Transform the first row to be used as headers: This step is necessary to define the column names, which is critical for accurate data interpretation.

Define column types to be the appropriate field types: Specifying the correct data types for each column ensures that the data will be processed correctly during unification, maintaining data integrity.

Create a full name and full address columns by merging the appropriate columns if they exist: This step enhances the dataset by consolidating relevant information into single columns, which can simplify data usage and improve data quality. Merging columns helps ensure that users can easily access essential information without navigating through multiple fields.

Select Next: This indicates that the data transformation steps are completed and the dataset is ready for the unification process.

Incorrect:

* Define column types to be appropriate field types and name the query. Create a full name and full address columns by merging the appropriate columns, if they exist. Select Next and your data is now ready for unification.

Does not address the problem with null values.

* Remove any rows where the primary key is missing, delete any leading or trailing zeros on the primary key, and name the query. Select Next and your data is now ready for unification.

Problem not related to the primary key.

* 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 not address the problem with null values.

* Transform the first row to be used as headers, define column types to be the appropriate field types and name the query. Select Next and your data is now ready for unification.

Solution removes all rows with null values, which can lead to significant data loss, especially if those rows contain important information.

It may compromise data quality by eliminating rows, which can impact analysis and insights.

* Transform the first row to be used as headers, remove rows that contain null values, and name the query. Select Next and your data is now ready for unification.

While the solution includes transforming the first row to be used as headers and naming the query, the step of removing rows that contain null values is problematic.

Removing all rows with null values can lead to significant data loss, particularly if those rows contain relevant information.

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.