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

 In Dynamics 365 Customer Insights - Data, when using Power Query to ingest data, the Get Data functionality allows users to add multiple tables from various data sources.

 This flexibility enables users to enrich the dataset by pulling in additional tables that may be related or necessary for the data unification process.

 Power Query in Customer Insights supports creating robust data flows by allowing multiple tables to be added within a single data source setup, providing a comprehensive data modeling environment.

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Product families allow you to group related products under a common category, making it easier for the sales team to navigate and find products within the same category, such as all versions of flat-screen TVs.

By using Product families, you can organize products into a hierarchical structure that reflects their categorization, enabling sales users to browse and select items more efficiently within Dynamics 365 Sales.

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.

When determining the primary table in Customer Insights during the unification process, the goal is to choose the table that provides the most robust and accurate customer profile information.

Criterion A is crucial because having complete and reliable customer profile data ensures that the unified profile is accurate and comprehensive.

Criterion C is recommended by Microsoft when using Dynamics 365 data, as the contact table often serves as the primary source of customer information within the Dynamics 365 ecosystem.

While tables with many related tables or common attributes with other tables may provide supplementary information, they do not necessarily constitute the primary source for reliable customer data.

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.

Correct:

* Recalculate the forecast

Incorrect:

* Recalculate the opportunity.

* Update the Opportunity Forecast Category Mapping process.

Open the Opportunity Forecast Category Mapping Process workflow. You can customize or deactivate the workflow according to your organization's requirements.

Note:

Example of forecast recalculation methods

Let's understand the different methods with an example. Consider a scenario where you have a forecast with 4 quarterly periods and an annual period. Assume that you're currently in Q4. The following table shows when and how the forecast data is updated for different scenarios and periods.

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Dynamics 365 Sales, Recalculate forecasts manually

You want the forecast data to be up-to-date to make informed decisions. Forecast data is automatically recalculated at regular intervals. However, you can trigger a manual recalculation when you want to recalculate the forecast data immediately. You can also trigger a manual recalculation for past and future periods as they aren't automatically recalculated.

Recalculate and refresh forecast data manually

1. Open the forecast. Verify the Last updated timestamp on the command bar to know when the forecast was last recalculated successfully.

2. Select Recalculate data.

A notification appears at the top of the screen, confirming the recalculation. Recalculation happens in the background, and you can continue to work while recalculation is in progress.

3. After the application recalculates the forecast data, a notification appears to refresh the data. On the notification, select Refresh page.

To efficiently deploy the Dynamics 365 App for Outlook to all eligible users, the best approach is to enable the automatic deployment setting in Dynamics 365 Settings. This option allows automatic installation for all users whose mailboxes are configured correctly, eliminating the need for manual activation by each user.

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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 the Sales Copilot user role assigned. 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:

The View Audit History permission 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.

 When an email is tracked in Dynamics 365 from a delegated mailbox, the primary mailbox owner is set as the owner of the tracked email. This means that if an assistant sends or tracks an email on behalf of another user, the email’s ownership will reflect the primary mailbox owner rather than the delegate.

 This behavior ensures that activities are correctly associated with the user who owns the mailbox, aligning with the ownership structure in Dynamics 365.

Correct:

* Recalculate the forecast

Incorrect:

* Recalculate the opportunity.

* Update the Opportunity Forecast Category Mapping process.

Note:

Example of forecast recalculation methods

Let's understand the different methods with an example. Consider a scenario where you have a forecast with 4 quarterly periods and an annual period. Assume that you're currently in Q4. The following table shows when and how the forecast data is updated for different scenarios and periods.

--

Dynamics 365 Sales, Recalculate forecasts manually

You want the forecast data to be up-to-date to make informed decisions. Forecast data is automatically recalculated at regular intervals. However, you can trigger a manual recalculation when you want to recalculate the forecast data immediately. You can also trigger a manual recalculation for past and future periods as they aren't automatically recalculated.

Recalculate and refresh forecast data manually

1. Open the forecast. Verify the Last updated timestamp on the command bar to know when the forecast was last recalculated successfully.

2. Select Recalculate data.

A notification appears at the top of the screen, confirming the recalculation. Recalculation happens in the background, and you can continue to work while recalculation is in progress.

3. After the application recalculates the forecast data, a notification appears to refresh the data. On the notification, select Refresh page.

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.

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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.

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Scenario 1: Adding a New Flavor to the Product Catalog

The bakery develops new bread flavors regularly, and these flavors are variations of an existing product (bread).

In Dynamics 365, product properties are used to define characteristics or options of a product, such as flavors, sizes, or colors. Since the bread flavors are variations, they can be treated as product properties rather than separate products.

By creating a product property, you can add new flavors as options under the existing bread product, allowing flexibility without altering the core product structure.

Dynamics 365 Sales uses the Opportunity Sales Access Team template to provide access to the opportunity record to all the users connected under the Sales team connection role category. A salesperson who might not have access to a given opportunity record by their assigned security role privileges can still get access when added as a sales team member from this subgrid. This allows the sales team member users to access and work with the opportunity record in Dynamics 365 on a per-record basis. Similarly, when an existing sales team member is deleted from the subgrid, the access to the opportunity record granted via the access team template is also removed.

Note: Use access teams and owner teams to collaborate and share information

When to use access teams

The teams are dynamically formed and dissolved. This typically happens if the clear criteria for defining the teams, such as established territory, product, or volume aren’t provided.

The team members require different access rights on the records. You can share a record with several access teams, each team providing different access rights on the record. For example, one team is granted the Read access right on the account and another team, the Read, Write and Share access rights on the same account.

A unique set of users requires access to a single record without having an ownership of the record.

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The correct order of actions to enable sales users to view information from custom attributes on leads directly within opportunity records, without navigating to the lead record, is as follows:

Select Tables > Lead.

In the Forms area, create a quick view form with the required columns.

Select Tables > Opportunity.

In the Forms area, select the main form you wish to update.

Add the quick view form as a component.

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

Select Tables > Lead:

Begin by selecting the Lead table, as the attributes that need to be displayed in the Opportunity form originate from the Lead record. This step ensures that you are working with the correct table that holds the data you need.

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.

To display the active stage of the business process flow (BPF) in the Pet table view, the active stage must be stored in a column within the Pet table. Since the Onboard new pet BPF is linked to the Pet table, a cloud flow can be used to fetch the active stage from the BPF and write it into a newly created column on the Pet table.

Once the data is available in the Pet table, the next step is to modify an existing view. Since the Active Pets view is already being used in the system, modifying this view by adding the newly created column ensures that the relevant data is visible. Saving the edited view as a new one and sharing it with the founder completes the requirement.

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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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).

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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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.

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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.

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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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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.

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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.

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.

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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.