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  4. MB-220 - Microsoft Dynamics 365 Customer Insights (Journeys) Functional Consultant

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  • Exam Name: Microsoft Dynamics 365 Customer Insights (Journeys) Functional Consultant
  • Last Update: 16-Oct-2024
  • Questions and Answers: 246
  • Single Choice: 110 Q&A's
  • Multiple Choice: 55 Q&A's
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MB-220 Questions and Answers

Question # 1

You need to create a customer journey for the promotion of the upcoming webinar on Azure Services.

You are looking through the gallery of existing customer journey templates to select appropriate one.

Which four pieces of information will help you decide on the right template? Each answer presents a part of the solution.

A.

Description

B.

Purpose

C.

Name

D.

Recurrence

E.

Language

F.

Owner

G.

Target

Question # 2

You need to create a customer journey that meets these requirements:

1. Send an email to at customers in Sweden regarding an upcoming course demo.

2. Follow-up with a phone call to those contacts who opened the email, waiting one day between actions.

Which five 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.

MB-220 question answer

Question # 3

You need to create a customer journey for a global campaign related to the latest Contoso course offerings. All operating regions need to be covered.

Based on best practices, how many customer journeys and marketing emails do you need to create?

A.

4 marketing emails and 4 customer journeys

B.

5 marketing emails and 5 customer journeys

C.

2 marketing emails and 2 customer journeys

D.

1 marketing emails and 1 customer journey

Question # 4

You create a customer survey. Contoso wants to make sure that the survey is accessible to their sales team.

You use the survey as part of a customer journey, where you have written conditional logic to create leads based on the survey responses from each contact. These leads will be processed by Contoso’s Sales team.

The sales team wants to send out surveys whenever they qualify a Lead. Contoso does not want the sales team to have access to the Dynamics 365 Customer Voice app.

What should you do to achieve this goal?

A.

1. Install the “Send Customer Voice survey from Dynamics 365 app” in the Sales Hub app.

2. Members of the Sales team can send the survey manually from a Sales Hub app by clicking on the “Send Survey” button on the Lead record.

B.

1. Enable the Dynamics 365 Customer Voice application from the environment in Microsoft Dataverse to enable the feature for all licensed Dynamics 365 applications.

2. Members of the Sales team can send the survey manually from a Sales Hub app by clicking on the “Send Survey” button on the Lead record.

C.

1. Click on “Enable Customer Voice on Sales Hub”.

2. Members of the Sales team can send the survey manually from a Sales Hub app by clicking on the “Send Survey” button on the Lead record.

D.

1. Enable the Dynamics 365 Customer Voice application from the environment in Microsoft Dataverse to enable the feature for all licensed Dynamics 365 applications.

2. Create a Power Automate flow to send a survey automatically every time a lead is qualified.

Question # 5

You need to create a customer journey template for the marketing team. The team will use the template to launch a promotional offer to customers in Denmark. Sweden, and Norway.

What should you do?

A.

Create a new Customer Journey Template, and use Power Automate within the customer journey to dynamically send it based on a Contact's preferred Language.

B.

Create a new Customer Journey Template, and clone customer journey to dynamically send it based he template so that it can be reused for another country/region and language

C.

Create a new Customer Journey Template for each country/region, and change the language of each template to the desired language and make modifications.

D.

Create a new Customer Journey Template, and use the localization option within the customer journey to dynamically send it based on a Contact's preferred language.

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