microsoft mb-260 practice test

Question 1

DRAG DROP

Your organization uses Microsoft Dynamics 365 Customer Service in its contact center.

You need to use the Customer Card Add-in to make customer profile data from Microsoft Dynamics 365 Customer Insights available to contact center users. The organization wants you to follow Microsoft's best practices and recommendations.

Which three actions should you perform in sequence? To answer, move the appropriate actions from the list of actions to the answer area and arrange them in the correct order.

Question 2

Your organizations marketing department provides a list with different measures that they want to use for insights and segmentation.

You need to configure the measurements.

Which three statements do you need to consider? Each correct answer presents a complete solution.

NOTE: Each correct selection is worth one point.

• A. Mode, Range, and Sum are all aggregation functions that can be used to calculate a measure.
• B. Different filters can be used for each calculation in the measure.
• C. You can add multiple entities with different relation paths in one measure.
• D. When you use accounts with hierarchies, you can select to aggregate the measure according the ingested hierarchies.
• E. Dimensions can be used to group results in the measure output entity.
• F. When adding multiple calculations within the measure, each calculation is added as a column in the measure output entity.

Question 3

Case study
This is a case study. Case studies are not timed separately. You can use as much exam time as you would like to complete each case. However, there may be additional case studies and sections on this exam. You must manage your time to ensure that you are able to complete all questions included on this exam in the time provided.

To answer the questions included in a case study, you will need to reference information that is provided in the case study. Case studies might contain exhibits and other resources that provide more information about the scenario that is described in the case study. Each question is independent of the other questions in this case study.

At the end of this case study, a review screen will appear. This screen allows you to review your answers and to make changes before you move to the next section of the exam. After you begin a new section, you cannot return to this section.


To start the case study To display the first question in this case study, click the Next button. Use the buttons in the left pane to explore the content of the case study before you answer the questions. Clicking these buttons displays information such as business requirements, existing environment, and problem statements. When you are ready to answer a question, click the Question button to return to the question.


General Overview
Contoso Mobile Dog Spa operates a fleet of mobile grooming vans to provide dog grooming services. They operate in the cities (and surrounding metropolitan areas) of Atlanta, Chicago, New York City, Houston, and Seattle.

These grooming services are offered as packages at multiple price points, such as basic bath for $50 and premium bath with nail trim for $75.

Contoso also sells branded merchandise (hats, shirts, etc.) and dog accessories (toys, leashes, collars, etc.) through its own eCommerce website.

Customer Service and Marketing Overview. Customer Service

Contoso maintains a single contact center from which its customer service agents book appointments and handle customer complaints for each geographic market Contoso serves.

Customer service agents use Microsoft Dynamics 365 Customer Service to document inbound customer booking inquiries and complaints that are received via phone call, text message and web chat.

Customer service agents schedule grooming appointments using a third-party, web-based scheduling application.

Customer Service and Marketing Overview. Marketing

The marketing team manages an informational website and is responsible for running campaigns through web advertising platforms and social media channels. The marketing team also produces a weekly email newsletter that contains educational content relevant to dog owners as well as promotions for Contosos services and products.

Contoso uses a third-party marketing automation platform to send email and SMS messages to customers. These communications currently include:

1. All unique email addresses from the booking system, ecommerce system and Dynamics 365 Customer Service receive the weekly email newsletter described above. The same customer will receive multiple emails if the customer is associated with different email addresses in different systems.
2. Customers receive SMS reminders the day before a scheduled grooming appointment.
3. Each customer who purchases grooming services is sent an email with a link to a satisfaction survey on the first Tuesday following the grooming appointment. The survey link is the same for all customers, and the survey requires customers to enter their names, phone numbers and (optionally) email addresses as part of the submission.

Customer Service and Marketing Overview. Challenges

Currently, the customer service team does not have any way to relate survey responses back to individual customer records in Microsoft Dynamics 365 Customer Service.

The marketing team cannot access customer feedback data collected by the customer service team. Both the customer service team and marketing team cannot access any data from the ecommerce system.


Business Objectives
Contoso business leadership identifies three major objectives to address by the end of the current fiscal year:

1. Improve customer retention - Current customer attrition rates exceed 40 percent each month.
2. Maximize customer value for services - The leadership team believes customer service agents should be upselling more customers on premium grooming packages. The leadership team is also considering partnering with other organizations to offer related services like dog training and dog walking to its existing customers.
3. Maximize customer value for merchandise and accessory sales - Fewer than five percent of grooming customers have ever made a purchase from the ecommerce site. The leadership team believes there are significant opportunities for new revenue by increasing ecommerce sales.


Project Overview. Overview
The customer service and marketing leaders believes a Microsoft Customer Data Platform will help achieve Contosos business objectives.

The information technology (IT) team starts a pilot implementation of Microsoft Dynamics 365 Customer Insights.


Project Overview. Pilot Project
The pilot implementation will use the following sources of data from Contoso's operational systems:

Bookings - Customer demographic data and completed grooming appointments
Web purchases - Customer demographic data and ecommerce purchases totals summarized by customer, type (branded merchandise or accessories) and date
Survey responses - Respondent demographic data and response data
Customer interactions - Customer demographic data, interaction history (phone calls, emails, web chat), customer feedback, and inquiries

There is no common customer key across the different data sources, and none of the customer tables store customer keys from the other sources. Every table in a specific data source can be associated back to a customer record from the same data source using the corresponding customer's primary key.

When managing system refreshes, Contoso requires data refreshes to begin within one hour of the scheduled arrival time for flat-file sources.

No Microsoft Azure storage services have been provisioned in support of the project, but the Customer Data Platform specialist may request the provisioning of any Azure services necessary to achieve the stated business objectives.

The goal of the pilot project is to demonstrate that Microsoft Dynamics 365 Customer Insights will provide marketing and customer service users with relevant data and insights. These data and insights will allow users to reduce churn, increase services revenue, and increase eCommerce spend.


Data Sources. Bookings
This data source consists of two Parquet files that are uploaded to a secure file transport protocol (SFTP) site at noon (12 PM) and midnight (12 AM) every day.

1. Customers.parquet - customer id (primary key), name, customer physical address, city, state, postal code, phone number, residence type (house, apartment, etc.), email address
2. Appointments.parquet - appointment id (primary key), customer id, dog name, dog breed, appointment datetime, appointment price, grooming package name (basic bath, premium bath, etc.)


Data Sources. Web Purchases
This data source consists of two CSV files that are programmatically uploaded to a SFTP site at midnight every day.

1. WebCustomers.csv - customer id (primary key), name, customer address, city, state, postal code, phone number, email address
2. TransactionTotals.csv - transaction id (primary key), customer id, merchandise total price, accessories total price, transaction datetime


Data Sources. Survey Responses
This data source consists of two JSON files that are programmatically uploaded to a Microsoft SharePoint folder container at 6 PM every Friday.

1. Respondents.json - customer id (primary key), name, phone number, email address
2. Responses.json - response id (primary key), customer id, satisfaction score (1-5), comments, response date

Note: The satisfaction survey asks for a single satisfaction score on a scale of 1 to 5, with 1 meaning extremely dissatisfied and 5 meaning extremely satisfied. Respondents may optionally include comments.

Data Sources. Customer Interactions

This data source consists of a connection to data from the Contoso Dynamics 365 Customer Service application through a Microsoft Dataverse managed data lake. The relevant tables are all system tables.

1. Contacts - all system attributes are available
2. Activities - all system attributes are available
3. Cases (Incidents) - all system attributes are available

Note: Customer inquiries and feedback are stored as case (incident) records in the customer service application. Inquiries are tracked using the standard question case type value, and feedback are tracked using the standard problem case type value.


Contoso's marketing manager wants to add personalized recommendations from the eCommerce site to the weekly email newsletter for the product category accessories.

You need additional entities to configure a product recommendation with the currently available data in Microsoft Dynamics 365 Customer Insights. You request that the IT team provide additional entities.

Which two entities will provide you with the required data? Each correct answer presents part of the solution.

NOTE: Each correct selection is worth one point.

• A. The order details entity with attributes for transaction id, transaction date, product category, product value, and purchase or return flag
• B. The product catalog entity with attributes for product id, product name, and product category
• C. The product catalog entity with attributes for product id, product name, and product price
• D. The order details entity with attributes for transaction id, product id, product value, and purchase or return flag

Question 4

You are implementing Microsoft Dynamics 365 Customer Insights for a telecommunications company and configuring merges.

The marketing team is launching campaigns to advertise bundle offers for customers who share the same address.

You have the following requirements:
Ensure all customer profiles that share the same street address, city, zip code, and state are grouped into a cluster.
Name the grouping sameaddress.
Leverage prefilled criteria based on system recommendations while configuring the grouping.

You need to configure merges to meet the outlined requirements.

Which two actions must you perform? Each correct answer presents part of the solution.

NOTE: Each correct selection is worth one point.

• A. Create a new Household cluster type and name the cluster sameaddress.
• B. Edit the default rule in the sameaddress cluster.
• C. Create at least one rule for the sameaddress cluster.
• D. Create a new Custom cluster type and name the cluster sameaddress.

Question 5

You consult for an organization that is implementing Dynamics 365 Customer Insights for the first time.

You are creating training materials for the organization and need to create a glossary of terms.

Which definition should you add to the glossary?

• A. Tables - a configurable structure that forms the basis of the forms that compose the user interface of Dynamics 365 Customer Insights.
• B. Exports - a feature that allows ingestion of data from a wide variety of data sources external to the application.
• C. Activities - a feature that enables a user to define actions or events performed by customers or business contacts in ingested data.
• D. Predictions - a feature that predicts possible relationships between different tables you have ingested.

Question 6

You are a Customer Data Platform Specialist. Your company implemented audience insights as their Customer Data Platform.
While discussing the AI possibilities of audience insights with a campaign manager, you mention that the solution can suggest segments based on the activities of a profile. The campaign manager asks you to run a suggestion based on the sales order lines that are available in audience insights.
Which three factors will affect the segment suggestions? Each correct answer presents part of the solution.
NOTE: Each correct selection is worth one point.

• A. The specific activity relationship path(s).
• B. The number of days since the last order line
• C. The credit card or any specific attributes recorded at the order line
• D. The number of order lines
• E. The value of the order line

Question 7

DRAG DROP You are a Customer Data Platform Specialist. You are in the process of implementing audience insights as the Customer Data Platform (CDP) solution for your company.
Your manager asks you to give a short presentation for new users who will be using audience insights and explain some of the benefits that audience insights will offer them.
Which user group will take which benefit from audience insights? To answer, drag the appropriate user group to the correct benefit. Each user group may be used once, more than once, or not at all. You may need to drag the split bar between panes or scroll to view content.
NOTE: Each correct selection is worth one point.
Select and Place:

Question 8

Your company is using Microsoft Dynamics 365 Customer Insights to deliver personalized customer experiences.

You notice in System > Status that the merge process shows a Failure status.

You need to determine the processes that depend directly on the successful completion of the merge process.

What are the three processes? Each correct answer presents a complete solution.

NOTE: Each correct selection is worth one point.

• A. Segments
• B. Data sources
• C. Data preparation
• D. Activities
• E. Analysis preparation

Question 9

You are a Customer Data Platform Specialist. Audience insights users state that they are not able to quickly find details on specific customers while searching customer profiles. You explain the index and search capabilities within audience insights.
Which two statements are correct about configuring and using search and filter index capabilities? Each correct answer presents part of the solution.
NOTE: Each correct selection is worth one point.

• A. You can add up to 25 custom fields to index and configure filtering for each one of the fields as an administrator.
• B. The only fields that are available for indexing are the ones that exist in the customer profile that you created during the data unification process.
• C. You can only add a filter for a specific field from the search and filter index page in audience insights.
• D. Users with a contributor role can add fields on the search and filter index page in audience insights and configure how many filtered records to show.

Question 10

You created several segments in Microsoft Dynamics 365 Customer Insights.

You need to perform a segment overlap analysis to understand what these segments have in common.

Which two actions can you take? Each correct answer presents part of the solution.

NOTE: Each correct selection is worth one point.

• A. You can save the overlapping members as a new segment
• B. You can export the analysis output for further review outside Dynamics 365 Customer Insights.
• C. You can analyze how specific values affect the overlap results.
• D. You can view the analysis output to determine the count of members included in only one segment.