Exam MB-220 topic 12 question 1 discussion

Actual exam question from Microsoft's MB-220

Question #: 1
Topic #: 13

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?

A. 1. Install the ג€Send Customer Voice survey from Dynamics 365 appג€ 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 ג€Send Surveyג€ 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 ג€Send Surveyג€ button on the Lead record.
C. 1. Click on ג€Enable Customer Voice on Sales Hubג€. 2. Members of the Sales team can send the survey manually from a Sales Hub app by clicking on the ג€Send Surveyג€ 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.

Show Suggested Answer

Suggested Answer: D 🗳️
Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-voice/send-survey-from-dynamics-365

by Nyanne at Aug. 28, 2023, 1:07 p.m.

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wwhung

1 year ago

Selected Answer: B

Why not B. 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 ג€Send Surveyג€ button on the Lead record. Using Power Automate sounds defeating the purpose.

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wwhung

1 year ago

Or "The sales team wants to send out surveys whenever they qualify a Lead." suggested it's automated not by manual?

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MrEz

8 months, 1 week ago

"Using Power Automate sounds defeating the purpose." Why? I get a bad gut feeling when the sales team says "every" because, sooner or later they complain that it does it on "every", e.g. 4 leads get qualified for the same customer at the same day (because he is interested in 4 products!) and then the poor customer ends up in getting 4 surveys... leading to the point that people get "trained to ignore surveys" and then we ask us why response rates are low. but here i would believe in the case "every" scenario

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MrEz

8 months, 1 week ago

"to enable the feature for all licensed Dynamics 365 applications" users need a license too for Customer Voice. (the "fo all licensed Dynamics 365 applications" you license the user not the application?)

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Nyanne

1 year, 3 months ago

I assume the reason you cant use the 'Send survey' option, is because the survey hasnt been shared with sales team members? "You can only send surveys that are shared with you or created by you. If no surveys are shared with you," https://learn.microsoft.com/en-us/dynamics365/customer-voice/send-survey-from-dynamics-365

upvoted 1 times

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