MB-260 practice test

1. Question 1 · 1

   You are a Customer Data Platform Specialist. You need to create relationships to connect entities so that they can be further used in defining segments and measures by the marketing team. Which three relationship types are available in audience insights? Each correct answer presents a complete solution. NOTE: Each correct selection is worth one point.

   Choose all answers that apply.

   • Non-editable system relationships, created by the system as part of the data unification process
   • Non-editable system relationships, which are created automatically from ingesting data sources
   • Editable inherited relationships, created by the system as part of the data unification process
   • Editable custom relationships, created and configured by users
   • Non-editable inherited relationships, which are created automatically from ingesting data sources

2. Question 2 · 1

   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 Contoso’s 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 Contoso’s 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. The IT manager at Contoso wants to extend Microsoft Dynamics 365 Customer Insights using Microsoft Power Platform. Based on the data available in the pilot implementation, you need to provide the requirement that can be satisfied using out-of-the-box Power Platform capabilities. What should you recommend?

   Choose one answer.

   • Use a canvas app to show mobile groomers a list of survey score responses and dates.
   • Use a canvas app to show interests from the out-of-the-box Microsoft enrichment source.
   • Use Microsoft Power Automate to post a Microsoft Teams message when the number of members in a segment falls below a certain threshold.
   • Use Microsoft Power Automate to post a Microsoft Teams message when average daily revenue for collar purchases exceeds $500.

3. Question 3 · 1

   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 Contoso’s 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 Contoso’s 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. The IT manager at Contoso wants to develop an internal administration website that will connect to the Microsoft Dynamics 365 Customer Insights REST API. The manager asks you about several possible use cases. You need to explain which actions are possible using the capabilities of the REST API. Which three actions can the API perform? Each correct answer presents a complete solution. NOTE: Each correct selection is worth one point.

   Choose all answers that apply.

   • Update a customer's predicted churn score.
   • Update a customer's residence type.
   • Define a new measure for total accessory spend.
   • Delete an existing data source.
   • Add a new data source to be ingested.

4. Question 4 · 1

   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?

   Choose one answer.

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

5. Question 5 · 1

   The marketing team uses Dynamics 365 Customer Insights – Data, and has started using Dynamics 365 Customer Insights – Journeys. The team asked you how they can use the Customer Insights – Data to further personalize marketing operations. You need to advise the marketing team. Which three things do you tell the team? Each correct answer presents a complete solution. NOTE: Each correct selection is worth one point.

   Choose all answers that apply.

   • Journey triggers can be created directly within Customer Insights – Data tables to trigger the start of a marketing journey.
   • You can directly engage every customer, regardless of whether the customer's data is a contact in Dynamics 365 Customer Insights – Journeys or a profile in Customer Insights - Data.
   • Measures from Customer Insights – Data can directly be added onto a contact form in a model-driven app without the card add-in.
   • Dynamic content can be configured based on measures such as loyalty status or any other measure you have captured in the unified customer profile.
   • Any segment from Customer Insights – Data can be selected to start a segment-based journey without adding the segment as part of the export connection.

6. Question 6 · 1

   You consult for an organization that is implementing Dynamics 365 Customer Insights - data 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?

   Choose one answer.

   • Exports – a feature that allows ingestion of data from a wide variety of data sources external to the application.
   • Tables – a configurable structure that forms the basis of the forms that compose the user interface of Dynamics 365 Customer Insights – Data.
   • Relationships – a feature that enables a user to define connections between tables and generate a diagram of your data connections.
   • Segments – a configurable model for identifying vertical industry alignment of organizations and individuals within ingested data.

7. Question 7 · 1

   Some members from the IT department want to learn more about using Microsoft Azure Synapse Analytics to analyze Microsoft Dynamics 365 Customer Insights data. The IT department needs to understand the key considerations when analyzing Dynamics 365 Customer Insights data using Azure Synapse Analytics. Which three key points should the IT department consider? Each correct answer presents a complete solution. NOTE: Each correct selection is worth one point.

   Choose all answers that apply.

   • Data sources based on a Common Data Model folder are supported when configuring an export to Azure Synapse Analytics.
   • Administrator role access in Dynamics 365 Customer Insights is required to set up the connection between Dynamics 365 Customer Insights and Azure Synapse Analytics.
   • Scheduled refreshes prevent the update of any existing configured Azure Synapse connection.
   • Data can be exported to Azure Synapse Analytics on demand, or every time there is a scheduled refresh.
   • Dynamics 365 Customer Insights data can be ingested and used in Azure Synapse.

8. Question 8 · 1

   You work for a company that sells pet accessories. Your company sends personalized emails based on the customer’s country and level of interest in cats and dogs. You configure a Microsoft interests enrichment that has “dogs” and “cats” as selected interests. Your company's marketing team needs to know how to create a segment of customers in different countries who are more interested in dogs than cats. You need to recommend the measure that the marketing team should use to build the segment. Which output from the interests enrichment should you recommend?

   Choose one answer.

   • Interest affinity score
   • Interest share of voice score
   • Interest share of voice country demographic segment
   • Interest affinity level

9. Question 9 · 1

   Online orders are ingested into Microsoft Dynamics 365 Customer Insights through real-time data ingestion. Departments like customer service can see the orders directly in the Dynamics 365 Customer Insights timeline when it is added to the contact from in Dynamics 365. A service representative notices an error with the total order amount that is measured in Dynamics 365 Customer Insights. While today’s online orders are visible in the timeline, the amount fails to update. The representative needs you to explain why this is happening. What reason should you provide?

   Choose one answer.

   • Real-time ingested data has been ignored through a filter when defining the measurement
   • Real-time ingested data only has limited information and may include attributes like order value
   • Real-time ingested data first needs to be refreshed before the measures are updated
   • Real-time ingested activities show up in the timeline but are excluded from measure calculations

10. Question 10 · 2

    Note: This question is part of a series of questions that present the same scenario. Each question in the series contains a unique solution that might meet the stated goals. Some question sets might have more than one correct solution, while others might not have a correct solution. After you answer a question in this section, you will NOT be able to return to it. As a result, these questions will not appear in the review screen. A company's IT department has a CSV file stored on one of their Shared Documents folders within their Microsoft SharePoint sites. The data from the CSV file is ingested into Microsoft Dynamics 365 Customer Insights. The file contains a row header and columns of different types, such as quantities and prices. The file also contains some rows with a high proportion of nulls. You need to clean and transform the data in Dynamics 365 Customer Insights to be ready for unification. Solution: Transform the first row to be used as headers, define column types to be the appropriate field types and name the query. Select Next and your data is now ready for unification. Does this meet the goal?

    Choose one answer.

    • Yes
    • No

11. Question 11 · 2

    DRAG DROP - An organization uses Microsoft Power Query when connecting to data sources in Microsoft Dynamics 365 Customer Insights. You add an eCommerce Contacts data source to Dynamics 365 Customer Insights. The table contains the Contact's date of birth (DOB). You need to add an Age column, so that it is available in Dynamics 365 Customer Insights. 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.

    Arrange the options in the correct order.

    

    • Validate the query and select Save to refresh the data source in Dynamics 365 Customer Insights.
    • In Power Query - Edit queries, complete necessary actions to add an Age column that contains calculated value based on DOB.
    • In Dynamics 365 Customer Insights, select and edit the eCommerce Contacts data source.
    • In Dynamics 365 Customer Insights, select and edit the eCommerce Contacts entity.

12. Question 12 · 2

    You are working on implementing data refreshes in Microsoft Dynamics 365 Customer Insights. You need to make sure the Dynamics 365 Customer Insights processes run regularly through either manual on-demand refreshes or scheduled refreshes. Which two statement apply to refreshing data in Dynamics 365 Customer Insights? Each correct answer presents part of the solution. NOTE: Each correct selection is worth one point.

    Choose all answers that apply.

    • If the data refreshes fail when running a scheduled refresh, all downstream processes stop with Failed or Skipped status.
    • It is possible to manually run on-demand data refreshes for one or more data sources even when a schedule is set.
    • When running on demand refresh, match and merge are automatically queued after the data source refresh completes.
    • Once data refreshes are in-progress, users can simultaneously run match and merge processes.

13. Question 13 · 2

    You are implementing a scheduled refresh in Microsoft Dynamics 365 Customer Insights. You need to describe scheduled refreshes to your colleague. Which two statements should you make? Each correct answer presents a complete solution. NOTE: Each correct selection is worth one point.

    Choose all answers that apply.

    • When you configure a refresh schedule to run daily, you must define the time zone and time when the refresh needs to run.
    • Scheduled refresh is not available in trial environments and can only be configured for production instances.
    • The refresh schedule can be applied to selected data sources or specific entities within these data sources.
    • To exclude a segment from a scheduled refresh, you must deactivate it before the scheduled refresh run.

14. Question 14 · 2

    An organization is using Microsoft Power Query when connecting to data sources in Microsoft Dynamics 365 Customer Insights. You need to load eCommerce Contacts to Dynamics 365 Customer Insights using Power Query. Which is an appropriate action to take when using Power Query to ingest data?

    Choose one answer.

    • You can only add additional columns to the dataset in Power Query before the data source is created in Dynamics 365 Customer Insights.
    • You must create a separate Power Query data source for each entity you wish to ingest.
    • After you save a Power Query data source, you have to manually trigger the initial refresh process.
    • You must select Power Query as an import method when creating the data source.

15. Question 15 · 2

    Historic legacy interactions are ingested using a CSV file as part of the data sources in Microsoft Dynamics 365 Customer Insights. The date when the interaction took place has the column name Interaction Date. After the data is ingested and configured in Dynamics 365 Customer Insights, users are not able to select the logical date operator such as on or after when using the Interaction Date attribute in a segment rule. You need to ensure users can use the correct date operators for the Interaction Date in the segment rules. What should you do?

    Choose one answer.

    • Ensure that the Interaction date attribute has the calendar.date semantic type.
    • Ensure that the data type of the column is set appropriately in Microsoft Power Query when setting up the data source.
    • Ensure that the data type of the attribute is set appropriately in the imported Dynamics 365 Customer Insights entity.
    • Ensure that the date format in the CSV file matches the format set in the System > General settings of Dynamics 365 Customer Insights.

Paid access to all 55 questions

Each purchase applies to this certification. Prices are one-time payments, not monthly subscriptions.