Microsoft Mb-280 D365 cx analyst Practice Exam

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Official Name: Microsoft MB-280 Dynamics 365 Customer Experience Analyst Associate

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About the Microsoft Mb-280 D365 cx analyst Certification

The Microsoft Mb-280 D365 cx analyst certification is designed for professionals who analyze and enhance customer experience across sales, marketing, and service touchpoints using Dynamics 365 and Power Platform. they configure model-driven apps, personalize journeys, and apply AI-driven insights to improve seller efficiency. As technology evolves and industry demands grow more complex; this credential validates your ability to apply real-world skills and knowledge using Microsoft tools and frameworks. Earning the certification positions you as a trusted expert, capable of solving high-impact challenges and contributing to secure, scalable, and efficient systems.

 

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Test Your Knowledge of Microsoft Mb-280 D365 cx analyst

A company wants to analyze customer interactions across sales and marketing channels.

Which Dynamics 365 feature supports this?

A) Customer Insights
B) Sales Hub
C) Marketing Lists
D) Field Service

 

Correct answers: A – Explanation:
Customer Insights aggregates data from multiple sources to provide a unified view of customer interactions and behaviors.

A business analyst needs to identify trends in customer engagement over time.

Which tool should be used?

A) Power BI integrated with Dynamics 365
B) Lead scoring
C) Email templates
D) Playbooks

 

Correct answers: A – Explanation:
Power BI integration enables visualization of engagement trends and supports data-driven decision-making.

A company wants to personalize customer journeys based on behavior and preferences.

Which feature supports this?

A) Real-time marketing journeys
B) Static segments
C) Connection roles
D) Entitlements

 

Correct answers: A – Explanation:
Real-time marketing journeys adapt dynamically to customer behavior, enabling personalized experiences.

A team wants to segment customers based on lifetime value and purchase history.

Which tool should be used?

A) Dynamic segments in Customer Insights
B) Email templates
C) Lead qualification
D) Incident types

 

Correct answers: A – Explanation:
Dynamic segments allow grouping of customers using calculated metrics like lifetime value and purchase history.

A business wants to measure the impact of marketing campaigns on sales conversions.

Which feature supports this analysis?

A) Journey analytics
B) Customer Voice
C) Routing rules
D) Service-level agreements

 

Correct answers: A – Explanation:
Journey analytics tracks campaign performance and links engagement to sales outcomes.

A company wants to ensure consistent messaging across all customer touchpoints.

Which tool supports this?

A) Email templates and content blocks
B) Lead scoring
C) Incident types
D) Customer Assets

 

Correct answers: A – Explanation:
Email templates and content blocks ensure brand consistency and streamline communication across channels.

A manager wants to monitor customer satisfaction after key interactions.

Which feature should be used?

A) Customer Voice surveys
B) Playbooks
C) Routing rules
D) Field Service

 

Correct answers: A – Explanation:
Customer Voice surveys collect feedback and measure satisfaction following customer interactions.

A business analyst needs to identify high-value customers for targeted campaigns.

Which feature supports this?

A) Customer scoring models
B) Static lists
C) Incident types
D) Work Order Templates

 

Correct answers: A – Explanation:
Customer Insights aggregates data from multiple sources to provide a unified view of customer interactions and behaviors.

A company wants to automate follow-up actions after a customer completes a journey.

Which tool should be used?

A) Marketing automation with triggers
B) Email templates
C) Service Agreements
D) Routing rules

 

Correct answers: A – Explanation:
Marketing automation with triggers enables follow-up actions based on customer journey completion or milestones.

A team wants to share customer insights across departments securely.

Which feature supports this?

A) Role-based access control in Dynamics 365
B) Email templates
C) Lead scoring
D) Customer Assets

 

Correct answers: A – Explanation:
Role-based access control ensures that customer insights are shared securely and appropriately across departments.

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