Microsoft Dynamics 365 Customer Insights users report that they are not able to quickly find details on specific customers while searching customer profiles.
You need to explain how to use and configure the search and filter capabilities of Dynamics 365 Customer Insights.
Which two details should you share with the users? Each correct answer presents a complete solution.
NOTE: Each correct selection is worth one point.
ab
None
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.
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?
a
None
You need to export all the data in Microsoft Dynamics 365 Customer insights to Microsoft Azure Blob Storage. This includes metadata and schemas.
What should you do?
c
None
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.
You are a Customer Data Platform Specialist. Your company's information technology department already ingested a CSV file with column names in the first row into audience insights. You are asked to clean and transform the data to get it ready for unification.
What can you do to satisfy the requirements?
Solution: Clean the data by changing columns with numbers to integer number format, which includes fields such as price, number of purchases, and postal code.
You should convert primary key to integer number field if it contains only numbers. Click `Next` and your data is now ready for unification.
Does this meet the goal?
b
Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-insights/audience-insights/connect-power-query
You are a Customer Data Platform Specialist. You are in the process of implementing audience insights at a bank.
You finished setting up the different initial data sources. You are starting the unification process.
Which three tasks do you need to perform in the Mapping phase of the unification process? Each correct answer presents part of the solution.
NOTE: Each correct selection is worth one point.
abd
Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-insights/audience-insights/map-entities
You are a Customer Data Platform Specialist. You are configuring a workflow for a custom model using an Azure Machine Learning batch pipeline. Configuring this type of model requires different parameters than Machine Learning Studio (Classic) models.
Which two configuration parameters are required specifically for Azure Machine Learning batch pipelines? Each correct answer presents part of the solution.
NOTE: Each correct selection is worth one point.
bd
Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-insights/audience-insights/custom-models
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?
b
None
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.
bde
None
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.
You configured a merge of Contoso's data sources using automatic matching based on semantic types. You realize the web purchase address field contains the shipping address. All the segments you are creating require the customer's physical address.
You need to update the merge configuration to keep the web purchase address available for display in a Customer Card Add-in control.
What should you do?
d
None
You are planning to use the AI-driven suggested segments, based on the customer activity data that is ingested to Microsoft Dynamics 365 Customer Insights.
You need to determine how the machine learning model analyzes the activity data to suggest segments.
Which three dimensions are used? Each correct answer presents a complete solution.
NOTE: Each correct selection is worth one point.
bce
None