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MB-220 Practice Exam Questions and Answers

Microsoft Dynamics 365 Customer Insights (Journeys) Functional Consultant

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Total Questions : 248

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Question # 1

You need to resolve the issue where senior marketeers did not receive event invitations.

What should you change in the segment configuration for the journey?

Options:

A.  

Inside a journey record, add an Inclusion group segment to the Audience settings.

B.  

Inside the segment, add a SEGMENT query block with the AND ALSO clause.

C.  

Inside the segment, add contacts as an INCLUSION GROUP.

D.  

Inside a journey creation step, add the invitation and inclusion segment.

Discussion 0
Question # 2

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?

Options:

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.

Discussion 0
Question # 3

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.

Options:

A.  

Description

B.  

Purpose

C.  

Name

D.  

Recurrence

E.  

Language

F.  

Owner

G.  

Target

Discussion 0
Question # 4

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.

Question # 4

Options:

Discussion 0
Question # 5

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?

Options:

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

Discussion 0
Question # 6

You have created a customer journey that does the following:

Sends an email regarding a country/region-specific promotional offer.

Creates a phone call activity and sends a text message to the contact.

Which set of actions should you take to activate your customer journey?

Options:

A.  

Check the country/region, check the localization check box. Validate, and then Publish.

B.  

Check the localization check box. Validate, check for errors, and then Publish.

C.  

Verify the segment and email language, check for errors, and then Go Live.

D.  

Verify the segment, check the country/region. Validate, and then Go Live.

Discussion 0
Question # 7

Question # 7

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.

Options:

Discussion 0
Question # 8

Question # 8

Using the Case Study information, indicate which Staff is responsible for performing each of the Activities listed below.

To answer, drag the Staff to the appropriate Activity. Each Staff item 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.

Options:

Discussion 0
Question # 9

You have created a customer journey to send an Event Registration Invite to the customers in Norway. You confirm that you selected the correct Marketing Email record with the Norwegian language, and that you are using the correct Segment while creating the customer journey.

As part of going Live with your customer journey, you select “Check for Errors” in the command bar.

Which three checks does this command perform? Each correct answer presents a complete solution.

Options:

A.  

Checks for common errors and shows an error message with advice for fixing them.

B.  

Performs language checks to ensure localization.

C.  

Checks for active links to the marketing services that host your email messages.

D.  

Checks to ensure prerequisites are met.

E.  

Makes sure all required marketing emails and pages are assigned and published.

F.  

Makes sure all required target segment(s) meet your goals.

Discussion 0
Question # 10

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?

Options:

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.

Discussion 0
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