MB-280 Microsoft Dynamics 365 Customer Experience Analyst Exam

As a candidate for this exam, you’re a Microsoft Dynamics 365 customer experience analyst who has:
Participated in or plans to participate in Dynamics 365 Sales implementations.
An understanding of an organization’s sales process.
An understanding of the seller’s perspective (user experience).
The ability to demonstrate Dynamics 365 Customer Insights – Data and Customer Insights – Journeys capabilities.

You’re responsible for configuring, customizing, and expanding the functionality of Dynamics 365 Sales to create business solutions that support, automate, and accelerate the company’s sales process. You use your knowledge of customer experience capabilities in Dynamics 365 Sales and Microsoft Power Platform to inform the following design and implementation tasks:

Configure Dynamics 365 Sales standard and premium features.
Implement collaboration features.
Configure the security model.
Perform Dynamics 365 Sales customizations.
Extend Dynamics 365 Sales with Microsoft Power Platform.
Deploy the Dynamics 365 App for Outlook.

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As a candidate, you need:
Experience configuring model-driven apps in Microsoft Power Apps.
An understanding of accounts, contacts, and activities.
An understanding of leads and opportunities.
An understanding of the components of model-driven apps, including forms, views, charts, and dashboards.
An understanding of model-driven app personal settings.
Experience working with Dataverse solutions.
An understanding of Dataverse, including tables, columns, and relationships.
Familiarity with Power Automate cloud flow concepts, such as connectors, triggers, and actions.
An understanding of the Dataverse security model and features, including business units, security roles, and row ownership and sharing.

Skills measured
Implement Dynamics 365 Sales (25–30%)
Configure and customize Dataverse and model-driven apps (25–30%)
Implement the Dynamics 365 App for Outlook (10–15%)
Implement security and customizations in Dynamics 365 Sales (10–15%)
Demonstrate Dynamics 365 Customer Insights capabilities (10–15%)
Extend and enhance Dynamics 365 Sales capabilities (5–10%)

About the exam

Languages
Some exams are localized into other languages. You can find these in the Schedule Exam section of the Exam Details webpage. If the exam isn’t available in your preferred language, you can request an additional 30 minutes to complete the exam.

Note
The bullets that follow each of the skills measured are intended to illustrate how we are assessing that skill. Related topics may be covered in the exam.

Note
Most questions cover features that are general availability (GA). The exam may contain questions on Preview features if those features are commonly used.

Skills measured

Audience profile
As a candidate for this exam, you’re a Microsoft Dynamics 365 customer experience analyst who has:
Participated in or plans to participate in Dynamics 365 Sales implementations.
An understanding of an organization’s sales process.
An understanding of the seller’s perspective (user experience).
The ability to demonstrate Dynamics 365 Customer Insights – Data and Customer Insights – Journeys capabilities.

You’re responsible for configuring, customizing, and expanding the functionality of Dynamics 365 Sales to create business solutions that support, automate, and accelerate the company’s sales process. You use your knowledge of customer experience capabilities in Dynamics 365 Sales and Microsoft Power Platform to inform the following design and implementation tasks:

Configure Dynamics 365 Sales standard and premium features.
Implement collaboration features.
Configure the security model.
Perform Dynamics 365 Sales customizations.
Extend Dynamics 365 Sales with Microsoft Power Platform.
Deploy the Dynamics 365 App for Outlook.

As a candidate, you need:
Experience configuring model-driven apps in Microsoft Power Apps.
An understanding of accounts, contacts, and activities.
An understanding of leads and opportunities.
An understanding of the components of model-driven apps, including forms, views, charts, and dashboards.
An understanding of model-driven app personal settings.
Experience working with Dataverse solutions.
An understanding of Dataverse, including tables, columns, and relationships.
Familiarity with Power Automate cloud flow concepts, such as connectors, triggers, and actions.
An understanding of the Dataverse security model and features, including business units, security roles, and row ownership and sharing.

Skills at a glance
Implement Dynamics 365 Sales (25–30%)Configure and customize Dataverse and model-driven apps (25–30%)
Implement the Dynamics 365 App for Outlook (10–15%)
Implement security and customizations in Dynamics 365 Sales (10–15%)
Demonstrate Dynamics 365 Customer Insights capabilities (10–15%)
Extend and enhance Dynamics 365 Sales capabilities (5–10%)

Implement Dynamics 365 Sales (25–30%)
Configure core functionality of Dynamics 365 Sales
Evaluate predictive lead and opportunity scoring model performance
Configure predictive lead and opportunity scoring models
Enable and configure predictive lead and opportunity scoring
Configure the lead qualification experience
Configure the opportunity pipeline view
Interpret the Sales Pipeline chart
Interpret the opportunity pipeline view
Configure and deploy the Sales mobile app
Enable email validation
Set up the product catalog
Configure product catalog settings
Differentiate the product catalog components
Manage the product lifecycle, including creating, revising, cloning, and retiring
Customize the enhanced experience for adding products
Create product bundles
Configure product families
Build price lists and product pricing
Evaluate product pricing
Configure multiple currencies and evaluate currency calculations
Configure goals and forecasting
Create and edit goals
Configure rollup queries
Manage forecasts
Build forecasts from templates
Configure security for and access to forecasts
Configure and use Sales intelligence features
Configure and use the assistant
Configure and manage custom insight cards
Differentiate standard and premium Sales Insights features
Interpret relationship analytics and improve relationship health
Configure Copilot in Sales
Configure sales engagement
Personalize the Sales accelerator
Customize the workspace
Manage the sales pipeline by using the work list
Configure the Sales accelerator record types and security roles
Create and manage sequences
Create and manage assignment rules
Configure lead and opportunity segments
Configure work assignment
Connect sequences to records

Configure and customize Dataverse and model-driven apps (25–30%)
Modify model-driven apps
Configure an app for offline work
Configure model-driven apps
Perform configuration and setup with native tools
Create and manage email templates
Build Word templates
Build Excel templates
Share templates
Configure duplicate detection
Configure bulk deletion
Configure Dataverse search
Configure Dataverse table settings
Configure relationship behaviors
Configure auditing of data
Configure connections and connection roles
Implement business logic
Configure business rules
Configure formula columns
Maintain classic workflows in Dataverse
Configure calculated and rollup columns
Implement business process flows
Evaluate low-code business logic options
Use the Dataverse connector in a cloud flow
Customize the user experience
Differentiate form types
Differentiate view types
Configure the timeline control
Configure focused view
Embed Power BI dashboard, reports, and tiles

Implement the Dynamics 365 App for Outlook (10–15%)
Manage Sales data and interactions in Outlook
Differentiate the Dynamics 365 App for Outlook features
Perform common tasks
Deploy the Dynamics 365 App for Outlook to users
Configure mailboxes and server-side sync
Configure mailboxes
Configure server-side sync
Configure folder-level tracking
Configure email settings

Implement security and customizations in Dynamics 365 Sales (10–15%)
Manage security for Dynamics 365 Sales
Implement hierarchy security
Manage security roles for Sales
Create and manage teams
Share a model-driven app
Evaluate security privileges by using access checker
Associate Microsoft Entra groups with environments
Diagnose user access issues
Customize Dynamics 365 Sales
Configure relationship mappings on Sales tables
Configure lead and opportunity status reasons
Configure opportunity close
Configure automatic creation rules for leads

Demonstrate Dynamics 365 Customer Insights capabilities (10–15%)
Create unified customer profiles and use the profiles in other apps
Share customer profiles and segments in Dataverse
Enhance the sales process by using Customer Insights – Data
Create measures and segments in Customer Insights – Data
Perform data unification
Ingest data
Create journeys by using real-time marketing
Create emails by using templates
Create a segment-based journey
Create a trigger-based journey
Configure lead scoring models in Customer Insights – Journeys
Capture information by using forms

Extend and enhance Dynamics 365 Sales capabilities (5–10%)
Manage Copilot for Sales in Dynamics 365 Sales
Deploy Copilot for Sales
Customize Copilot for Sales forms and fields
Implement collaboration features
Configure document management
Configure Teams calling
Configure text messages
Configure Teams collaboration

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Sample Question and Answers

QUESTION 1
HOTSPOT
The founder has edited the Salesperson security role to allow the carer to use the Corgi meet-up
business process flow, as shown in the following
Use the drop-down menus to select the answer choice that completes each statement based on the
information presented in the exhibit. NOTE: Each correct selection is worth one point.

Answer:

Explanation:
The configurations in the Salesperson security role will determine the access and visibility the carer
has to the “Corgi meet-up” business process flow. The carer should be able to view and interact with
specific business process flows on the Pet records based on the permissions configured by the founder.
Business Process Flow Access Configuration:
The image shows that the “Salesperson” security role has the “Create,” “Read,” “Write,” “Delete,”
“Append,” and “Append To” permissions set for the “Corgi meet-up” process.
The green circle indicates permissions at the Organization level, meaning the carer can access all
records associated with the “Corgi meet-up” business process flow across the entire organization.
Visibility of Business Process Flows on Pet Records:
Since the carer has these permissions at the Organization level, they will be able to see all business
process flows related to pet records that have been set up by the founder.
In this case, the answer provided in the image indicates that the carer will be able to see business
process flows that were created by both the founder and new flows initiated by the carer themselves on the Pet records.
Switch Process Dialog Visibility:
The switch process dialog will allow the carer to select from multiple business process flows that are
applicable to a given record.
According to the selection options provided, if both the “Corgi meet-up” and the “Onboard new pet”
flows are available, and they are configured to be accessible by the Salesperson role, the carer should
be able to see both flows when using the switch process dialog. This aligns with the provided answer
choices, which indicate that both flows are visible when switching.
Reference from Microsoft Documentation:
Microsoft’s official documentation on configuring Security Roles in Dynamics 365 provides detailed
guidance on setting permissions for different entities and processes. More information can be found
in the Dynamics 365 security model documentation: Manage security, users, and teams
For Business Process Flow configurations, including permissions and visibility settings, refer to the
guide on Create a business process flow in Dynamics 365.
This setup ensures that the carer has the appropriate level of access to perform their duties,
specifically in handling pet records and business processes like the “Corgi meet-up.”
If you have further questions or need more details on this configuration, feel free to ask!

QUESTION 2
You need to configure search to ensure the administrators can find all records which reference Corgis.
Which action must you perform?

A. Within system settings, select up to 10 relevant tables.
B. Within the solution, ensure all relevant tables are indexed.
C. For all relevant tables, ensure that the Can enable sync to external search index setting is False.
D. Add columns to be searched to the Lookup view for each relevant table.

Answer: B

Explanation:
To enable comprehensive search capabilities for administrators to find all records referencing specific
terms (such as “oeCorgis” ), it is essential to ensure that all relevant tables are indexed.
In Dynamics 365, configuring search functionality for specific tables involves setting up the tables to
be searchable, which can be done by indexing them within the solution.
Indexing relevant tables makes them accessible in the search feature and ensures all fields within
those tables can be searched, allowing for quick retrieval of records that reference specific terms.
System settings (Option A) is limited to selecting up to 10 tables and is more about quick search
rather than full indexing. The sync to external search index setting (Option C) is for integration with
external search tools and does not directly impact internal search capabilities.
Adding columns to the Lookup view (Option D) affects how lookups work but does not influence fulltext search results.
Reference from Microsoft Documentation:
For configuring search indexing, refer to Configure relevance search in Dynamics 365 for more
information on indexing tables to enhance search capabilities.

QUESTION 3
You have added the timeline control to the Pet main form, then saved and published your changes.
You need to configure the timeline to display related Pet activities as required by Terra Flora.
Which two actions should you perform? Each correct answer presents a complete solution. Choose two,
NOTE: Each correct selection is worth one point.

A. In the Record types of the timeline settings, uncheck the Notes option.
B. In the Activity area of the timeline settings, remove all activity types, except for Task. Email and Phone Call.
C. In the Record types of the timeline settings, uncheck the Posts option.
D. In the Record types of the timeline settings, uncheck the Activities option.
E. In the Notes area of the timeline settings, uncheck the Remove notes title when authoring option.

Answer: B, C

Explanation:
The timeline control in Dynamics 365 allows users to view and interact with activities, notes, and
posts associated with a record. To meet Terra Flora’s requirements for displaying specific activities,
you need to customize the timeline to show only certain activity types.
Removing All Other Activity Types Except Task, Email, and Phone Call (Option B):
According to Terra Flora’s requirements, only Tasks, Emails, and Phone Calls should appear in the
timeline for Pet records. Therefore, removing all other activity types ensures that only the relevant
activities are shown. This customization is achieved in the timeline settings by unchecking unnecessary activity types.
Unchecking the Posts Option (Option C):
Since Terra Flora specified that posts should not appear on the timeline, you should uncheck the
Posts option under the Record types settings in the timeline configuration. This action removes posts
from the view, aligning with Terra Flora’s requirement to exclude posts from the Pet records timeline.
Other Options
Explanation:
Unchecking Notes (Option A) would prevent users from adding or viewing notes, which Terra Flora requires.
Unchecking the Activities Option (Option D) would disable all activities on the timeline, which does
not meet Terra Flora’s needs as they require Task, Email, and Phone Call activities.
Option E deals with the display format of notes but does not restrict their visibility, which does not
align with the requirement to exclude posts specifically.
Reference from Microsoft Documentation:
For configuring and customizing the timeline control, refer to Customize a timeline control in
Dynamics 365 documentation for detailed steps on modifying timeline settings and activity visibility.

QUESTION 4
You need to identify the duplicate pet records, so they can be manually merged by the carer. What must you create?

A. Two duplicate detection jobs and two duplicate detection rules
B. One duplicate detection job and three duplicate detection rules.
C. Two duplicate detection jobs and three duplicate detection rules.
D. Three duplicate detection rules only.

Answer: B

Explanation:
To identify duplicate records, you need to configure both duplicate detection rules and duplicate detection jobs.
Since Terra Flora requires identifying duplicate pet records across various fields, creating three
duplicate detection rules is likely necessary to cover different columns (such as name, breed, and dietary requirements) in the Pet table.
One duplicate detection job is sufficient to run these rules concurrently, scanning the database for
duplicates across the specified columns. This job can be scheduled or run manually.
Option B is correct as it ensures comprehensive coverage with three rules addressing various fields and one job to manage the duplicate detection process.
Reference from Microsoft Documentation:
For guidance on setting up duplicate detection jobs and rules, refer to Detect duplicate records in Dynamics 365.

QUESTION 5
You need to configure the required audit settings.
Which two actions should you perform? Each correct answer presents part of Ihe solution. Choose two. NOTE: Each correct selection is worth one point.

A. Enable auditing on the Dietary requirements column.
B. Enable auditing on the Pet table.
C. Enable auditing on the Contact tab\e.
D. Enable auditing on the Email address column.
E. Enable Start read auditing in system settings.
F. Enable Audit user access in system settings.

Answer: A, B

Explanation:
Enable Auditing on Columns (Options A and D):
Enabling auditing on specific columns like Dietary requirements and Email address ensures that any
changes to these fields are tracked. This meets Terra Flora’s requirement to log changes to these
fields along with details of who made the changes and the timestamp.
Enable Auditing on Pet and Contact Tables (Options B and C):
By enabling auditing at the table level for Pet and Contact, you ensure that any updates to these
tables, including changes to all associated columns, are recorded. This broad setting ensures full
coverage of auditing for both tables.
Enable Audit User Access (Option F):
This option is recommended to track when users access certain data, which can help with compliance
and monitoring user interactions with sensitive data.
Option E (Start Read Auditing):
Read auditing tracks when records are read. If compliance requires monitoring every time a record is
accessed, enabling this could be necessary; however, the primary focus is on modifications rather than access alone.
Reference from Microsoft Documentation:
For setting up auditing, see Auditing overview for Dynamics 365.

QUESTION 6
You need to ensure the active stage of the business process flow is visible in the view.
Which two actions should you perform? Each correct answer presents a complete solution. Choose two. NOTE:
Each correct selection is worth one point.

A. Add a page for the Onboard new pet table to the Sales Professional app.
B. Add columns from the stable to the Active Onboard new pet view.
C. Add columns from the Pet table to the All Onboard new pet view.
D. Create a new column on the Pet table named “Onboarding stage” and add it to the Active pets view.

Answer: BD

Explanation:
Adding Columns to the Active Onboard New Pet View (Option B):
To display the current active stage of the “Onboard new pet” business process flow, you need to
ensure that the Active Onboard new pet view includes relevant columns from the Pet table,
specifically those tracking process flow stages.
Creating and Adding a New “Onboarding Stage” Column (Option D):
Creating a column such as “Onboarding stage” on the Pet table helps track the active stage of the
onboarding process directly within the view. This allows users to see at a glance which stage each pet
is in without navigating away from the main view.
Other Options:
Option A (Adding a page) refers to modifying the app’s navigation, which doesn’t directly impact the
visibility of the business process flow stage.
Option C (All Onboard New Pet View) may not be as relevant if you only need to focus on active
onboarding records rather than all records.
Reference from Microsoft Documentation:
For configuring views and columns in Dynamics 365, refer to Create and edit views.

QUESTION 7
You need to update the role configuration for the digital sales team to enable the capability
requested. What two actions should you perform? Each correct answer presents part of the solution.
Choose two. NOTE: Each correct selection is worth one point.

A. Grant View Audit Summary permissions to the Digital seller security role.
B. Assign the Sales Copilot user role to the members of the digital sales team.
C. Grant View Audit History permissions to the Digital seller security role.
D. Grant View Audit Partitions permissions to the Digital seller security role.

Answer: B, C

Explanation:
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 AIdriven
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