Question No : 1
DRAG DROP
You are creating a survey using Dynamics 365 Customer Voice. You need to include multiple question types.
Which survey question type presents the best choice for each scenario/example presented? To answer, drag the appropriate survey question type to the scenario/example. Each survey question type 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.

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Answer:


Explanation:
Graphical user interface, application
Description automatically generated

Question No : 2
You are setting up a small workshop event. The event will have one session and one speaker.
After you create the event, session and speaker engagement record, you want to publish the event to the event portal.
How should you publish the event?

• A.Publish the event. The session and speaker will publish automatically.
• B.Publish the session. The event and speaker will publish automatically.
• C.Publish the event, session and speaker manually.
• D.Publish the event and session separately. Speaker will publish automatically.

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Answer:
Explanation:
References: https://docs.microsoft.com/en-gb/dynamics365/customer-engagement/marketing/set-up-
event-portal

Question No : 3
Topic 2, Case study Contoso

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 on 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. If the case study has an All Information tab, note that the information displayed is identical to the information displayed on the subsequent tabs. When you are ready to answer a question, click the Question button to return to the question.

About the Organization
Contoso, Ltd. is an award-winning IT and Business skills training provider. They provide online and on-site training across Europe, North America, and Japan. They have won several awards throughout their 20-year span in the training industry.

Contoso offers training in various topics and areas, such as Business Analyst, Digital Marketing, Oracle Apps, Microsoft Azure, Office 365, Dynamics 365 Stack, Foreign Languages, Cisco, et cetera.

Contoso has its main offices in North America, Europe and Japan. Their global headquarters are based in Redmond, Washington. Each regional office has its own sales and marketing teams, and perform focused Marketing Campaigns based on the operating region, in order to meet the local market demands. They use in-house developed applications to manage their marketing and sales efforts.

Until 2019, Contoso’s business was 70% on-site and 30% online, and their marketing efforts were in line with this model. Almost 35% of their total business revenue comes from three countries/regions in Europe: Denmark, Sweden, and Norway. As part of their 2021 business plan, Contoso changed their business strategy and moved the majority of their courses online. The goal is to have all courses fully online by the end of 2021. As part of this new business strategy, Contoso started using Dynamics 365 Marketing and Dynamics 365 Sales, and wants to move away from their existing in-house applications.

Office hours are from 9:00AM to 5:00PM every day of the week, except for holidays which have no work hours. These office hours apply to all offices, using their local time zones. Contoso also has a 24/7 support team Operating out of Redmond, USA, which handles all customer-related queries from all regions.

Existing Environment
Contoso’s existing environment consists of the following applications:
✑ Dynamics 365 Marketing
✑ Dynamics 365 Sales - 120 Users
✑ Custom Built Customer Service Portal
✑ A Call Center application for the 24/7 Support Team
✑ Custom build CRM Application for Lead and Sales Management
✑ Office 365
✑ SharePoint integrated with D365 Sales
✑ Dynamics 365 App for Outlook
✑ Microsoft Teams

The Marketing Team
Contoso, Ltd. has a Marketing team of 30 members throughout the organization. Chief Marketing Officer (Entire Organization)
1 - Vice President of Marketing (Entire Organization)
3 - Marketing Heads, one for each region (North America, Europe, and Japan)
6 - Marketing Managers, two for each region (North America, Europe, and Japan)
18 - Marketing Professionals (a team of three, reporting to each Marketing Manager)
1 - Dynamics 365 Marketing Functional Consultant
The Marketing Team handles the following activities:
✑ Customer Journeys
✑ Customer Segmentation
✑ Creating Email Templates
✑ Creating Marketing Pages, Forms etc.
✑ Event Management: Live Events and Webinars
✑ Region-specific Marketing content generation
✑ Customer Survey Management
✑ Social Media Management

You are a Dynamics 365 Marketing functional consultant at Contoso, Ltd. Your responsibilities include:
Managing customer journeys and fixing any issues.
Reviewing all marketing survey responses to measure customer satisfaction in real-time.
Capturing and analyzing customer and employee feedback.
Providing Contoso with all the required solutions and trainings with regards to using the Dynamics 365 Marketing application.
Building reports and dashboards, and presenting them to the Marketing department leadership using either the standard reports and dashboards, or using Power BI. Helping the marketing team in the localization of their customer journeys and surveys based on the region they are working in.

Requirements
Localization is the key
Contoso understands that localization is the key in some of the European markets such as Denmark, Sweden, and Norway.
Contoso wants to make sure that:
✑ the customer journeys and surveys are executed in the local languages of the above-mentioned countries/regions.
✑ the Marketing Heads and Marketing Managers are restricted to the information within their operating regions.
✑ for some of the courses and events, special focus is placed on the above three countries/regions. The marketing team should create content and email templates, and design customer journeys accordingly.
✑ reports and dashboards are built to give an overview of the region-specific marketing activities.
✑ there is also a global dashboard available to Management.

Other Critical Requirements
Contoso organizes a lot of pre-scheduled demo sessions, limited time offers on specific courses, et cetera. They want to make sure that outdated information is not delivered to their customers.
Additionally, Contoso wants to:
✑ identify the days and times when each contact is most likely to be actively reading their email, and deliver their messages accordingly.
✑ create customer journey templates which are region- and language-specific.
✑ create effective inbound customer journeys so that the customers are included in the right channel based on their interactions.
✑ create different activity templates that can be triggered based on the customer interaction and the region they belong to.
✑ have the ability include specific surveys as part of the customer journey.
✑ have the ability to create multi-lingual surveys where the customer can choose their preferred language.
✑ leverage some of the standard Power BI-based reports and dashboards to measure their marketing effectiveness and understand various performance metrics.
✑ enable the sales team to send out surveys with minimum effort and access surveys from their Sales app.

Challenges
These are some of the challenges Contoso is facing today. Contoso wants to address these as soon as possible.
Time zone difference between different regions is causing major issues for their global campaigns resulting in minimal response rates.
Localization efforts in the past have not yielded the desired results to Contoso, due the limitations in their execution.
Reports based on performance metrics of their campaigns always required manual inputs and a lot of Excel work.
Outbound and inbound customer journeys always required monitoring by a group of marketing team members. The team members needed to segregate the interactions based on the channels and then manually include them into the correct segments.
User adaptation, especially in the Sale team, is very low. Contoso wants to improve this by providing ease of navigation and avoid moving between different applications to access information.

DRAG DROP
You need to create a Global Customer Survey to capture the responses from your customers.
You need to make sure that Contoso’s focused customers have the option to choose their preferred language while responding. You also need to automate customer journey actions based on the Customer Survey Response data.
Which five actions should you perform in sequence to achieve your goal? To answer, move the appropriate actions from the list of actions to the answer area and arrange them in the correct order.

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Answer:


Explanation:
Graphical user interface, text, application, email
Description automatically generated

Question No : 4
You are a Dynamics 365 Marketing functional consultant.
You need to create a customer journey to capture responses. You complete all the configuration tasks in Dynamics 365 Marketing. However, upon monitoring the journey statistics you notice that nothing was triggered.
What should you do to fix this issue?

• A.Publish the journey to go-live.
• B.Enable an audit trail to capture the events.
• C.Check the security role.
• D.Enable logs to find the root cause.

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Answer:
Explanation:
Reference: https://github.com/MicrosoftDocs/dynamics-365-customer-engagement/blob/main/ce/marketing/customer-journeys-create-automated-campaigns.md

Question No : 5
You use Dynamics 365 for Marketing to obtain detailed analytical views to help you understand your impact and learn which marketing instruments work best for your audience.
You need to track response data regarding how your contacts react to your various marketing initiatives.
Which three sources of analytical data are available to you regarding your marketing initiatives? Each answer presents a complete solution. NOTE: Each correct selection is worth one point. (Choose three.)

• A.Insights by Contact will be available to you on individual contact records and on the account with which the contact is associated.
• B.The insights you receive will be measured over all recipients of a single activity and by all activities for a single recipient.
• C.The insights aggregating results from all emails sent in a certain timeframe will be available on your Email Marketing Dashboard.
• D.Survey insights measured over all respondents will be available on the Survey Insights form.
• E.Insights measured over all recipients of a single segment over all channels will be available on the Segment Insights form.

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Answer:

Question No : 6
The Planned Event currently has 146 registrations. In order to meet all of Litware’s standards for registration, which two statements are true? Each answer represents a complete solution.

• A.When space becomes available, the first person on the waitlist will be offered an invitation to register.
• B.Once capacity has been reached, a speaker whose additional person hasn't been registered yet will be placed on the waitlist.
• C.Once capacity has been reached, the first person on the waitlist will be automatically registered for the event when space becomes available.
• D.Another 2 registrations can be accepted. After that, registrations will be added to the waitlist.

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Answer:
Explanation:
Reference: https://docs.microsoft.com/en-us/dynamics365/marketing/event-waitlist

Question No : 7
You are a marketing analyst at Contoso Ltd.
The marketing department would like you to provide survey responses from their Customer Success Survey from this past fiscal year. Approximately 6,500 responses were received.
They would like each survey to be a single row, with the responses as a column for their analysis.
What should you do?

• A.Open the project in Dynamics 365 Customer Voice. Select the survey in the reports section, and select export all. The responses are downloaded in an Excel File.
• B.Use Advanced Find to query the CD
• C.Set the “Look For” to Dynamics 365 Customer Voice survey responses. Export to Excel.
• D.Use Advanced Find to query the CD
• E.Set the “Look For” to Dynamics 365 Customer Voice survey questions responses. Export to Excel.
• F.Open the project in Dynamics 365 Customer Voice. Select the survey in the reports section, and select export all. The responses are downloaded in a CSV File.

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Answer:
Explanation:
Reference: https://docs.microsoft.com/en-us/dynamics365/customer-voice/survey-report

Question No : 8
You are a Dynamics 365 Marketing functional consultant.
You need to set up a Marketing campaign for a client to demonstrate how they can engage customers in email campaigns.
To set up your demo, you will need to establish a list of contacts. You need to avoid using actual contacts.
Which two methods can be used to load demo contacts for the campaign? Each correct answer presents part of the solution.

• A.Create Contacts in Demo Data of Marketing Settings.
• B.Create contacts manually in the Leads section of Dynamics 365 Marketing.
• C.Import contacts from an Excel file.
• D.Create contacts manually in the Contacts section of Dynamics 365 Marketing.

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Answer:

Question No : 9
DRAG DROP
Your marketing department has given you a list of requirements.
Which requirements will you be able to meet by utilizing the tools in Dynamics 365 for Marketing? To answer, drag the appropriate requirement to the correct column. Each requirement 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 the content. NOTE: Each correct selection is worth one point.

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Answer:


Explanation:
References: https://docs.microsoft.com/en-gb/dynamics365/customer-engagement/marketing/prepare-marketing-emails

Question No : 10
You are a marketing professional for AdventureWorks Cycles. You want to create a new subscription form with a new subscription list.
You have created the new subscription list, but must be able to see the subscription list selection in the designer toolbox.
When creating the new form, which form type must you select to meet the condition?

• A.Landing Page
• B.Event Form
• C.Forward to a Friend
• D.Subscription Center

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Answer:
Explanation:
Reference: https://docs.microsoft.com/en-us/dynamics365/marketing/set-up-subscription-center