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Microsoft MB-280 Exam Syllabus Topics:

Topic
Details

Topic 1

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.

Topic 2

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

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

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.

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Microsoft Dynamics 365 Customer Experience Analyst Sample Questions (Q95-Q100):

NEW QUESTION # 95
The analytics team at your organization has created Power Bl reports that enrich data about your accounts from Dynamics 365 Sales with data NOT contained in Dynamics 365 Sales. The Power Bl reports are referenced by your executive leadership as the primary source of truth about account success metrics. Sales leadership has requested that sales users can see these insights about the accounts they have access to within Dynamics 365 Sales. You need to enable the insights to be available to sales users in Dynamics 365 Sales. What should you do?

A. Embed the Power Bl report using contextual filtering for accounts.
B. Embed the Power Bl Dashboard as a dashboard in the Dynamics 365 Sales application.
C. Provide a link to the Power Bl report in the ribbon on the account form.
D. Create a dashboard in Dynamics 365 Sales that contains account data.

Answer: A

Explanation:
* To make Power BI insights available within Dynamics 365 Sales, specifically contextualized for accounts, you should embed the Power BI report with contextual filtering. This ensures that the report dynamically adjusts based on the specific account record a user is viewing.
* Embedding with contextual filtering enables sales users to see account-specific insights directly within the Dynamics 365 interface, improving accessibility and relevance.

NEW QUESTION # 96
A company uses Dynamics 365 Sales Professional.
A new enterprise sales owner team must be created. The sales manager will be responsible for adding members and removing members from the team; a developer is available to assist.
You need to create the new team.
Which two values must you configure? Each correct answer presents part of the solution.
(Choose two.)
NOTE: Each correct selection is worth one point.

A. Team description
B. Business unit name
C. Team name
D. Team channel name
E. Team administrator

Answer: C,E

Explanation:
Create an owner team
1. Make sure that you have the System Administrator, Sales Manager, Vice President of Sales, Vice President of Marketing, or CEO-Business Manager security role or equivalent permissions.
2. Go to Settings > Security. In Microsoft Dynamics 365 for Outlook, go to Settings > System > Security.
3. Select Teams.
3. On the Actions toolbar, select New button.
5. Enter a team name.
6. Select a business unit. [Only for Dynamics 365 Sales Enterprise].
7. Enter an administrator.
8. Select Owner in Team Type.
9. Complete other required fields, and then select Save.
If you don't select the business unit to which the team will belong, by default, the root business unit is selected. The root business unit is the first business unit created for an organization. [Only for Dynamics 365 Sales Enterprise] Reference:

NEW QUESTION # 97
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.
Hotspot Question
BDM1 logs into the Sales Hub on June 3, 2024. BDM1 opens the assistant from the navigation bar. Which two open opportunities will BDM1 see mentioned in the close date coming soon reminder cards? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.

Answer:

Explanation:

Explanation:
Based on the scenario provided and the visual data from the images, the key information needed to determine which opportunities BDM1 will see in the "Close date coming soon" reminder cards are:
The "Close date coming soon" insight card is set to notify 21 days before the estimated close date.
BDM1 logs into the system on June 3, 2024.
In the "Open Northwind Opportunities", the following opportunities are listed with their estimated close dates:
London Office: 6/04/2024
Toronto Office: 6/12/2024
Mexico City Office: 6/18/2024
Seattle Office: 6/19/2024
New York City Office: 6/26/2024
Since BDM1 logged in on June 3, 2024, and the system will show opportunities closing within the next 21 days, the opportunities BDM1 will see are:
London Office (close date of June 4, 2024)
Toronto Office (close date of June 12, 2024)
These two opportunities are within 21 days of June 3, 2024, and will trigger the "Close date coming soon" reminder cards.

NEW QUESTION # 98
You are working in Dynamics 365 Sales. You turn on the visibility of the Dynamics 365 Sales records in the channel.
A user working with leads is unable to pin the view into Microsoft Teams.
You need to identify the issue.
What should you do?

A. Enable the Turn on Enhanced Microsoft Teams Integration option.
B. Add users to the Teams channel.
C. Add users to the correct security role.
D. Enable the External links within Teams option.
E. Disable the Turn on the linking of Dynamics 365 records to Microsoft Teams channels option.

Answer: A

Explanation:
For users to pin views of Dynamics 365 Sales records in Microsoft Teams, Enhanced Microsoft Teams Integration must be enabled. This feature allows users to seamlessly work with Dynamics
365 records within Teams and ensures proper synchronization between the two platforms.

NEW QUESTION # 99
Hotspot Question
A sales manager needs to set up goals in Dynamics 365 Sales for salespeople.
The measurement of goals must be based on the total deal amount upon closing an opportunity.
The fiscal year for the goals must be based on the calendar year.
You need to create the rollup query for the goal metrics.
Which options should you select? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.

Answer:

Explanation:

Explanation:
Box 1: Opportunity
Entity
Dynamics 365 Sales, Define goal metric and rollup fields
For each goal metric, you can create up to three rollup field records. Each record can specify actual, in-progress, or custom amount or count. You can use the same source table or difference source tables for all rollup field records. For example, in a goal metric that specifies the Money type, you can use an opportunity table as a source table and Opportunity.ActualValue as a source attribute. This lets you track the actual money amounts in all opportunities that are closed as "Won". The Opportunity.EstimatedValue can be used to track the revenue that is expected after the opportunity is closed.
Box 2: Actual Close Date
Date field
Specify Rollup Fields
To specify other important rollup information, use the rollup field table.
* RollupField.DateAttribute
The date that is validated against the goal time period, such as Opportunity.ActualCloseDate or Lead.EstimatedCloseDate. A record participates in the goal rollup, if the specified date falls between the start date and the end date for the goal. For example, if an opportunity is closed between the start and end dates for the goal, revenue generated from this opportunity is added to the goal's total revenue; otherwise, it is not included.
Box 3: Actual Revenue
Revenue field
Examples of rollup data are Lead.EstimatedAmount and OpportunityClose.ActualRevenue that can be rolled into the Goal.InProgressMoney and the Goal.ActualMoney rollup fields.

NEW QUESTION # 100
......

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