Quiz Microsoft Certified: Dynamics 365 Customer Experience Analyst Associate

Topic 1, Terra Flora
Background information
Terra Flora, Incorporated is a boutique pet hotel that has been in business for six (6) months. The
hotel guests include both dogs and cats.
The founder created the Dynamics 365 Sales Professional environment to grow their network and
pipeline. They started out using out-of-the-box capabilities only and using the Sales Professional app
only. Only one environment (production) is in use.
The pet hotel is gaining in popularity and the number of bookings is growing. The founder has shifted
their focus to customizing their environment to record the information they need to delight their
customers by tailoring the experience to their unique pets.
Terra Flora has recently hired a part-time carer for the resident pets. The carer has been granted the
Salesperson security role to allow them to record new leads and update customer information.
You are a Dynamics 365 Customer Experience consultant who has been hired to assist Terra Nova
with their customizations, resolve issues, and advise on best designs to meet their requirements.
Overall configurations
To better understand their four-legged customers, Terra Flora has created a custom Portable, which is
user-owned and related 1 -n with the Contact table, which represents the pets' primary owner.
The Per table has been added to the Sales Professional app sitemap. The table has the following
columns, each created WITHOUT making any changes to the advanced options.

Tap the image to zoom
A pet sub-grid has been added to the Contact main form, using the Active Pets view.
Additionally, Read, Write, and Update, Append, Append To, and Assign access to the Pet table has
been added to the Salesperson security role.
"Onboard new pet" business process flow
The founder is creating a business process flow named Onboard new pet to ensure that appropriate
information is recorded for all new pets, starting with ensuring the correct litter choices are selected
for cats who will be staying at Terra Flora.
When the Onboard new pet business process flow is done, the founder wants to have access to a
view that will display all active pets including the Name and Type columns, as well as the current
stage on the Onboard new pet business process flow.
Pet table icon
A custom image svg file has been created for the Portable.
Terra Flora wants to ensure this image is displayed alongside the pet page within the app.
Related Pet table activities
Terra Flora wants carers to be able to see their pets' activity history, as well as add new activities
related to their pets. They want the following information to appear on their pets' timeline:
• Tasks carers completed or should do,
• E-mails exchanged with pet's owner (customer).
• A record of phone calls.
Other types of activities should NOT appear to users on the Pets forms.
The founder edited the Pet table advanced setting to enable associating Pet records with activities.
The founder also added Pet table to the app sitemap that i being used.
Attachments are enabled for the tfeftable, including notes and files. But users should NOT see posts
in the pet's activity timeline.
Post configuration is NOT enabled for the Pet table.
Logs
Auditing, log access, and read logs have been enabled in the production environment Auditing has
started on the Terra Flora environment and has been enabled for common entities.
Breed galas
To celebrate their upcoming first year in operation, the founder is planning a series of breed galas.
The series begins with a Corgi dog breed meet-up gala.
The breed of an owner's pet may be mentioned in many places within the system, including:
1. Emails (subject or body)
2. Notes (including Word documents exports of PDFs uploaded as attachments)
3. Single or multiple lines of text columns on any standard table (including lead, contact and
opportunity at minimum)
4. On the Pet table in either the Description or in the Breed columns.
Additionally, the breed may be referenced in several ways including singular, multiple, shorthand (for
example: corgi, corgis, or corgs), and may have been misspelled.
Corgi meet-up gala
The carer needs to be assigned ownership of several Contact records (representing customers that
own Corgis) that live nearby so that event flyers can be delivered personally. When the carer is
delivering flyers, they need to quickly check the owner and related pet information on their phone.
When the Contact records are assigned to carer, any pets that are related to these contacts via the
primary owner relationship should also be assigned to the carer.
The founder has created a business process flow on the Portable named Corgi meet-up to allow
Corgis to be registered as attending the gala. This business process flow is second in the default order
on the Pet table. If the carer has a conversation with the owners, the carer is required to add notes to
the timeline and complete the first stage of the business process flow.
Issues
Before the creation of the Pet table, information regarding pets was either added to the owner's
Contact record in the form of notes or created as Contact records themselves.
These Contact records used the name of the pet in the Last Name column and the owner's address in
the first set of Address columns.
When these pet Contact records are identified, they are deactivated.
No duplicate detection rules have been published and duplicate pet records are currently present
across both the Contact and Pet tables.
Auditing
When a pet's dietary requirements or a Contact's email address is updated, Terra Flora requires the
following information to be logged:
1. The user who made the change.
2. The current and previous values of the columns.
3. The time and dale of the changes.
Terra Flora also needs to track any exports of records to Microsoft Excel within the compliance center.
Relationship behavior
Recently, a pet owner informed Terra Flora that their pet cat has been rehomed.
After receiving this information, the carer deleted the owner's Contact record from the system,
which in turn deleted the Pet record.
Shortly after, the new pet owner contacted Terra Flora to book their cat for a stay and was frustrated
that Terra Flora had NOT retained a record of their cat's dietary requirements or any of the previous
carer notes about the cat.
In such situations. Terra Flora now requires that the owner's Contact record should NOT be allowed
to be deleted if any Pet records are related to it via the primary owner look-up column.
Users should be required to update the look-up column to new owner's Contact record or remove
the current value first before they can delete the Pet record. If the new owner's Contact record is
selected on a pet any active bookings against the pet should also be updated to the new owner, but
previous inactive bookings should NOT be updated.
Business process flows and the Corgi meet-up gala
The founder has recently made an update to the Onboard new pet business flow but now CANNOT
activate it. For the Corgi gala, the founder has asked the carer for help in:
1. completing the registrations that the founder started, and
2. registering more Corgis for the upcoming gala.
When the carer creates new pet records, the carer is UNABLE to see the Corgi meet-up business
process flow.
Currently, when the carer checks the owner's record on their phone, the related pet information is
difficult to view as they must scroll down to review the information.

Topic 1, Terra Flora
Background information
Terra Flora, Incorporated is a boutique pet hotel that has been in business for six (6) months. The
hotel guests include both dogs and cats.
The founder created the Dynamics 365 Sales Professional environment to grow their network and
pipeline. They started out using out-of-the-box capabilities only and using the Sales Professional app
only. Only one environment (production) is in use.
The pet hotel is gaining in popularity and the number of bookings is growing. The founder has shifted
their focus to customizing their environment to record the information they need to delight their
customers by tailoring the experience to their unique pets.
Terra Flora has recently hired a part-time carer for the resident pets. The carer has been granted the
Salesperson security role to allow them to record new leads and update customer information.
You are a Dynamics 365 Customer Experience consultant who has been hired to assist Terra Nova
with their customizations, resolve issues, and advise on best designs to meet their requirements.
Overall configurations
To better understand their four-legged customers, Terra Flora has created a custom Portable, which is
user-owned and related 1 -n with the Contact table, which represents the pets' primary owner.
The Per table has been added to the Sales Professional app sitemap. The table has the following
columns, each created WITHOUT making any changes to the advanced options.

Tap the image to zoom
A pet sub-grid has been added to the Contact main form, using the Active Pets view.
Additionally, Read, Write, and Update, Append, Append To, and Assign access to the Pet table has
been added to the Salesperson security role.
"Onboard new pet" business process flow
The founder is creating a business process flow named Onboard new pet to ensure that appropriate
information is recorded for all new pets, starting with ensuring the correct litter choices are selected
for cats who will be staying at Terra Flora.
When the Onboard new pet business process flow is done, the founder wants to have access to a
view that will display all active pets including the Name and Type columns, as well as the current
stage on the Onboard new pet business process flow.
Pet table icon
A custom image svg file has been created for the Portable.
Terra Flora wants to ensure this image is displayed alongside the pet page within the app.
Related Pet table activities
Terra Flora wants carers to be able to see their pets' activity history, as well as add new activities
related to their pets. They want the following information to appear on their pets' timeline:
• Tasks carers completed or should do,
• E-mails exchanged with pet's owner (customer).
• A record of phone calls.
Other types of activities should NOT appear to users on the Pets forms.
The founder edited the Pet table advanced setting to enable associating Pet records with activities.
The founder also added Pet table to the app sitemap that i being used.
Attachments are enabled for the tfeftable, including notes and files. But users should NOT see posts
in the pet's activity timeline.
Post configuration is NOT enabled for the Pet table.
Logs
Auditing, log access, and read logs have been enabled in the production environment Auditing has
started on the Terra Flora environment and has been enabled for common entities.
Breed galas
To celebrate their upcoming first year in operation, the founder is planning a series of breed galas.
The series begins with a Corgi dog breed meet-up gala.
The breed of an owner's pet may be mentioned in many places within the system, including:
1. Emails (subject or body)
2. Notes (including Word documents exports of PDFs uploaded as attachments)
3. Single or multiple lines of text columns on any standard table (including lead, contact and
opportunity at minimum)
4. On the Pet table in either the Description or in the Breed columns.
Additionally, the breed may be referenced in several ways including singular, multiple, shorthand (for
example: corgi, corgis, or corgs), and may have been misspelled.
Corgi meet-up gala
The carer needs to be assigned ownership of several Contact records (representing customers that
own Corgis) that live nearby so that event flyers can be delivered personally. When the carer is
delivering flyers, they need to quickly check the owner and related pet information on their phone.
When the Contact records are assigned to carer, any pets that are related to these contacts via the
primary owner relationship should also be assigned to the carer.
The founder has created a business process flow on the Portable named Corgi meet-up to allow
Corgis to be registered as attending the gala. This business process flow is second in the default order
on the Pet table. If the carer has a conversation with the owners, the carer is required to add notes to
the timeline and complete the first stage of the business process flow.
Issues
Before the creation of the Pet table, information regarding pets was either added to the owner's
Contact record in the form of notes or created as Contact records themselves.
These Contact records used the name of the pet in the Last Name column and the owner's address in
the first set of Address columns.
When these pet Contact records are identified, they are deactivated.
No duplicate detection rules have been published and duplicate pet records are currently present
across both the Contact and Pet tables.
Auditing
When a pet's dietary requirements or a Contact's email address is updated, Terra Flora requires the
following information to be logged:
1. The user who made the change.
2. The current and previous values of the columns.
3. The time and dale of the changes.
Terra Flora also needs to track any exports of records to Microsoft Excel within the compliance center.
Relationship behavior
Recently, a pet owner informed Terra Flora that their pet cat has been rehomed.
After receiving this information, the carer deleted the owner's Contact record from the system,
which in turn deleted the Pet record.
Shortly after, the new pet owner contacted Terra Flora to book their cat for a stay and was frustrated
that Terra Flora had NOT retained a record of their cat's dietary requirements or any of the previous
carer notes about the cat.
In such situations. Terra Flora now requires that the owner's Contact record should NOT be allowed
to be deleted if any Pet records are related to it via the primary owner look-up column.
Users should be required to update the look-up column to new owner's Contact record or remove
the current value first before they can delete the Pet record. If the new owner's Contact record is
selected on a pet any active bookings against the pet should also be updated to the new owner, but
previous inactive bookings should NOT be updated.
Business process flows and the Corgi meet-up gala
The founder has recently made an update to the Onboard new pet business flow but now CANNOT
activate it. For the Corgi gala, the founder has asked the carer for help in:
1. completing the registrations that the founder started, and
2. registering more Corgis for the upcoming gala.
When the carer creates new pet records, the carer is UNABLE to see the Corgi meet-up business
process flow.
Currently, when the carer checks the owner's record on their phone, the related pet information is
difficult to view as they must scroll down to review the information.

Topic 1, Terra Flora
Background information
Terra Flora, Incorporated is a boutique pet hotel that has been in business for six (6) months. The
hotel guests include both dogs and cats.
The founder created the Dynamics 365 Sales Professional environment to grow their network and
pipeline. They started out using out-of-the-box capabilities only and using the Sales Professional app
only. Only one environment (production) is in use.
The pet hotel is gaining in popularity and the number of bookings is growing. The founder has shifted
their focus to customizing their environment to record the information they need to delight their
customers by tailoring the experience to their unique pets.
Terra Flora has recently hired a part-time carer for the resident pets. The carer has been granted the
Salesperson security role to allow them to record new leads and update customer information.
You are a Dynamics 365 Customer Experience consultant who has been hired to assist Terra Nova
with their customizations, resolve issues, and advise on best designs to meet their requirements.
Overall configurations
To better understand their four-legged customers, Terra Flora has created a custom Portable, which is
user-owned and related 1 -n with the Contact table, which represents the pets' primary owner.
The Per table has been added to the Sales Professional app sitemap. The table has the following
columns, each created WITHOUT making any changes to the advanced options.

Tap the image to zoom
A pet sub-grid has been added to the Contact main form, using the Active Pets view.
Additionally, Read, Write, and Update, Append, Append To, and Assign access to the Pet table has
been added to the Salesperson security role.
"Onboard new pet" business process flow
The founder is creating a business process flow named Onboard new pet to ensure that appropriate
information is recorded for all new pets, starting with ensuring the correct litter choices are selected
for cats who will be staying at Terra Flora.
When the Onboard new pet business process flow is done, the founder wants to have access to a
view that will display all active pets including the Name and Type columns, as well as the current
stage on the Onboard new pet business process flow.
Pet table icon
A custom image svg file has been created for the Portable.
Terra Flora wants to ensure this image is displayed alongside the pet page within the app.
Related Pet table activities
Terra Flora wants carers to be able to see their pets' activity history, as well as add new activities
related to their pets. They want the following information to appear on their pets' timeline:
• Tasks carers completed or should do,
• E-mails exchanged with pet's owner (customer).
• A record of phone calls.
Other types of activities should NOT appear to users on the Pets forms.
The founder edited the Pet table advanced setting to enable associating Pet records with activities.
The founder also added Pet table to the app sitemap that i being used.
Attachments are enabled for the tfeftable, including notes and files. But users should NOT see posts
in the pet's activity timeline.
Post configuration is NOT enabled for the Pet table.
Logs
Auditing, log access, and read logs have been enabled in the production environment Auditing has
started on the Terra Flora environment and has been enabled for common entities.
Breed galas
To celebrate their upcoming first year in operation, the founder is planning a series of breed galas.
The series begins with a Corgi dog breed meet-up gala.
The breed of an owner's pet may be mentioned in many places within the system, including:
1. Emails (subject or body)
2. Notes (including Word documents exports of PDFs uploaded as attachments)
3. Single or multiple lines of text columns on any standard table (including lead, contact and
opportunity at minimum)
4. On the Pet table in either the Description or in the Breed columns.
Additionally, the breed may be referenced in several ways including singular, multiple, shorthand (for
example: corgi, corgis, or corgs), and may have been misspelled.
Corgi meet-up gala
The carer needs to be assigned ownership of several Contact records (representing customers that
own Corgis) that live nearby so that event flyers can be delivered personally. When the carer is
delivering flyers, they need to quickly check the owner and related pet information on their phone.
When the Contact records are assigned to carer, any pets that are related to these contacts via the
primary owner relationship should also be assigned to the carer.
The founder has created a business process flow on the Portable named Corgi meet-up to allow
Corgis to be registered as attending the gala. This business process flow is second in the default order
on the Pet table. If the carer has a conversation with the owners, the carer is required to add notes to
the timeline and complete the first stage of the business process flow.
Issues
Before the creation of the Pet table, information regarding pets was either added to the owner's
Contact record in the form of notes or created as Contact records themselves.
These Contact records used the name of the pet in the Last Name column and the owner's address in
the first set of Address columns.
When these pet Contact records are identified, they are deactivated.
No duplicate detection rules have been published and duplicate pet records are currently present
across both the Contact and Pet tables.
Auditing
When a pet's dietary requirements or a Contact's email address is updated, Terra Flora requires the
following information to be logged:
1. The user who made the change.
2. The current and previous values of the columns.
3. The time and dale of the changes.
Terra Flora also needs to track any exports of records to Microsoft Excel within the compliance center.
Relationship behavior
Recently, a pet owner informed Terra Flora that their pet cat has been rehomed.
After receiving this information, the carer deleted the owner's Contact record from the system,
which in turn deleted the Pet record.
Shortly after, the new pet owner contacted Terra Flora to book their cat for a stay and was frustrated
that Terra Flora had NOT retained a record of their cat's dietary requirements or any of the previous
carer notes about the cat.
In such situations. Terra Flora now requires that the owner's Contact record should NOT be allowed
to be deleted if any Pet records are related to it via the primary owner look-up column.
Users should be required to update the look-up column to new owner's Contact record or remove
the current value first before they can delete the Pet record. If the new owner's Contact record is
selected on a pet any active bookings against the pet should also be updated to the new owner, but
previous inactive bookings should NOT be updated.
Business process flows and the Corgi meet-up gala
The founder has recently made an update to the Onboard new pet business flow but now CANNOT
activate it. For the Corgi gala, the founder has asked the carer for help in:
1. completing the registrations that the founder started, and
2. registering more Corgis for the upcoming gala.
When the carer creates new pet records, the carer is UNABLE to see the Corgi meet-up business
process flow.
Currently, when the carer checks the owner's record on their phone, the related pet information is
difficult to view as they must scroll down to review the information.

Topic 1, Terra Flora
Background information
Terra Flora, Incorporated is a boutique pet hotel that has been in business for six (6) months. The
hotel guests include both dogs and cats.
The founder created the Dynamics 365 Sales Professional environment to grow their network and
pipeline. They started out using out-of-the-box capabilities only and using the Sales Professional app
only. Only one environment (production) is in use.
The pet hotel is gaining in popularity and the number of bookings is growing. The founder has shifted
their focus to customizing their environment to record the information they need to delight their
customers by tailoring the experience to their unique pets.
Terra Flora has recently hired a part-time carer for the resident pets. The carer has been granted the
Salesperson security role to allow them to record new leads and update customer information.
You are a Dynamics 365 Customer Experience consultant who has been hired to assist Terra Nova
with their customizations, resolve issues, and advise on best designs to meet their requirements.
Overall configurations
To better understand their four-legged customers, Terra Flora has created a custom Portable, which is
user-owned and related 1 -n with the Contact table, which represents the pets' primary owner.
The Per table has been added to the Sales Professional app sitemap. The table has the following
columns, each created WITHOUT making any changes to the advanced options.

Tap the image to zoom
A pet sub-grid has been added to the Contact main form, using the Active Pets view.
Additionally, Read, Write, and Update, Append, Append To, and Assign access to the Pet table has
been added to the Salesperson security role.
"Onboard new pet" business process flow
The founder is creating a business process flow named Onboard new pet to ensure that appropriate
information is recorded for all new pets, starting with ensuring the correct litter choices are selected
for cats who will be staying at Terra Flora.
When the Onboard new pet business process flow is done, the founder wants to have access to a
view that will display all active pets including the Name and Type columns, as well as the current
stage on the Onboard new pet business process flow.
Pet table icon
A custom image svg file has been created for the Portable.
Terra Flora wants to ensure this image is displayed alongside the pet page within the app.
Related Pet table activities
Terra Flora wants carers to be able to see their pets' activity history, as well as add new activities
related to their pets. They want the following information to appear on their pets' timeline:
• Tasks carers completed or should do,
• E-mails exchanged with pet's owner (customer).
• A record of phone calls.
Other types of activities should NOT appear to users on the Pets forms.
The founder edited the Pet table advanced setting to enable associating Pet records with activities.
The founder also added Pet table to the app sitemap that i being used.
Attachments are enabled for the tfeftable, including notes and files. But users should NOT see posts
in the pet's activity timeline.
Post configuration is NOT enabled for the Pet table.
Logs
Auditing, log access, and read logs have been enabled in the production environment Auditing has
started on the Terra Flora environment and has been enabled for common entities.
Breed galas
To celebrate their upcoming first year in operation, the founder is planning a series of breed galas.
The series begins with a Corgi dog breed meet-up gala.
The breed of an owner's pet may be mentioned in many places within the system, including:
1. Emails (subject or body)
2. Notes (including Word documents exports of PDFs uploaded as attachments)
3. Single or multiple lines of text columns on any standard table (including lead, contact and
opportunity at minimum)
4. On the Pet table in either the Description or in the Breed columns.
Additionally, the breed may be referenced in several ways including singular, multiple, shorthand (for
example: corgi, corgis, or corgs), and may have been misspelled.
Corgi meet-up gala
The carer needs to be assigned ownership of several Contact records (representing customers that
own Corgis) that live nearby so that event flyers can be delivered personally. When the carer is
delivering flyers, they need to quickly check the owner and related pet information on their phone.
When the Contact records are assigned to carer, any pets that are related to these contacts via the
primary owner relationship should also be assigned to the carer.
The founder has created a business process flow on the Portable named Corgi meet-up to allow
Corgis to be registered as attending the gala. This business process flow is second in the default order
on the Pet table. If the carer has a conversation with the owners, the carer is required to add notes to
the timeline and complete the first stage of the business process flow.
Issues
Before the creation of the Pet table, information regarding pets was either added to the owner's
Contact record in the form of notes or created as Contact records themselves.
These Contact records used the name of the pet in the Last Name column and the owner's address in
the first set of Address columns.
When these pet Contact records are identified, they are deactivated.
No duplicate detection rules have been published and duplicate pet records are currently present
across both the Contact and Pet tables.
Auditing
When a pet's dietary requirements or a Contact's email address is updated, Terra Flora requires the
following information to be logged:
1. The user who made the change.
2. The current and previous values of the columns.
3. The time and dale of the changes.
Terra Flora also needs to track any exports of records to Microsoft Excel within the compliance center.
Relationship behavior
Recently, a pet owner informed Terra Flora that their pet cat has been rehomed.
After receiving this information, the carer deleted the owner's Contact record from the system,
which in turn deleted the Pet record.
Shortly after, the new pet owner contacted Terra Flora to book their cat for a stay and was frustrated
that Terra Flora had NOT retained a record of their cat's dietary requirements or any of the previous
carer notes about the cat.
In such situations. Terra Flora now requires that the owner's Contact record should NOT be allowed
to be deleted if any Pet records are related to it via the primary owner look-up column.
Users should be required to update the look-up column to new owner's Contact record or remove
the current value first before they can delete the Pet record. If the new owner's Contact record is
selected on a pet any active bookings against the pet should also be updated to the new owner, but
previous inactive bookings should NOT be updated.
Business process flows and the Corgi meet-up gala
The founder has recently made an update to the Onboard new pet business flow but now CANNOT
activate it. For the Corgi gala, the founder has asked the carer for help in:
1. completing the registrations that the founder started, and
2. registering more Corgis for the upcoming gala.
When the carer creates new pet records, the carer is UNABLE to see the Corgi meet-up business
process flow.
Currently, when the carer checks the owner's record on their phone, the related pet information is
difficult to view as they must scroll down to review the information.

Topic 1, Terra Flora
Background information
Terra Flora, Incorporated is a boutique pet hotel that has been in business for six (6) months. The
hotel guests include both dogs and cats.
The founder created the Dynamics 365 Sales Professional environment to grow their network and
pipeline. They started out using out-of-the-box capabilities only and using the Sales Professional app
only. Only one environment (production) is in use.
The pet hotel is gaining in popularity and the number of bookings is growing. The founder has shifted
their focus to customizing their environment to record the information they need to delight their
customers by tailoring the experience to their unique pets.
Terra Flora has recently hired a part-time carer for the resident pets. The carer has been granted the
Salesperson security role to allow them to record new leads and update customer information.
You are a Dynamics 365 Customer Experience consultant who has been hired to assist Terra Nova
with their customizations, resolve issues, and advise on best designs to meet their requirements.
Overall configurations
To better understand their four-legged customers, Terra Flora has created a custom Portable, which is
user-owned and related 1 -n with the Contact table, which represents the pets' primary owner.
The Per table has been added to the Sales Professional app sitemap. The table has the following
columns, each created WITHOUT making any changes to the advanced options.

Tap the image to zoom
A pet sub-grid has been added to the Contact main form, using the Active Pets view.
Additionally, Read, Write, and Update, Append, Append To, and Assign access to the Pet table has
been added to the Salesperson security role.
"Onboard new pet" business process flow
The founder is creating a business process flow named Onboard new pet to ensure that appropriate
information is recorded for all new pets, starting with ensuring the correct litter choices are selected
for cats who will be staying at Terra Flora.
When the Onboard new pet business process flow is done, the founder wants to have access to a
view that will display all active pets including the Name and Type columns, as well as the current
stage on the Onboard new pet business process flow.
Pet table icon
A custom image svg file has been created for the Portable.
Terra Flora wants to ensure this image is displayed alongside the pet page within the app.
Related Pet table activities
Terra Flora wants carers to be able to see their pets' activity history, as well as add new activities
related to their pets. They want the following information to appear on their pets' timeline:
• Tasks carers completed or should do,
• E-mails exchanged with pet's owner (customer).
• A record of phone calls.
Other types of activities should NOT appear to users on the Pets forms.
The founder edited the Pet table advanced setting to enable associating Pet records with activities.
The founder also added Pet table to the app sitemap that i being used.
Attachments are enabled for the tfeftable, including notes and files. But users should NOT see posts
in the pet's activity timeline.
Post configuration is NOT enabled for the Pet table.
Logs
Auditing, log access, and read logs have been enabled in the production environment Auditing has
started on the Terra Flora environment and has been enabled for common entities.
Breed galas
To celebrate their upcoming first year in operation, the founder is planning a series of breed galas.
The series begins with a Corgi dog breed meet-up gala.
The breed of an owner's pet may be mentioned in many places within the system, including:
1. Emails (subject or body)
2. Notes (including Word documents exports of PDFs uploaded as attachments)
3. Single or multiple lines of text columns on any standard table (including lead, contact and
opportunity at minimum)
4. On the Pet table in either the Description or in the Breed columns.
Additionally, the breed may be referenced in several ways including singular, multiple, shorthand (for
example: corgi, corgis, or corgs), and may have been misspelled.
Corgi meet-up gala
The carer needs to be assigned ownership of several Contact records (representing customers that
own Corgis) that live nearby so that event flyers can be delivered personally. When the carer is
delivering flyers, they need to quickly check the owner and related pet information on their phone.
When the Contact records are assigned to carer, any pets that are related to these contacts via the
primary owner relationship should also be assigned to the carer.
The founder has created a business process flow on the Portable named Corgi meet-up to allow
Corgis to be registered as attending the gala. This business process flow is second in the default order
on the Pet table. If the carer has a conversation with the owners, the carer is required to add notes to
the timeline and complete the first stage of the business process flow.
Issues
Before the creation of the Pet table, information regarding pets was either added to the owner's
Contact record in the form of notes or created as Contact records themselves.
These Contact records used the name of the pet in the Last Name column and the owner's address in
the first set of Address columns.
When these pet Contact records are identified, they are deactivated.
No duplicate detection rules have been published and duplicate pet records are currently present
across both the Contact and Pet tables.
Auditing
When a pet's dietary requirements or a Contact's email address is updated, Terra Flora requires the
following information to be logged:
1. The user who made the change.
2. The current and previous values of the columns.
3. The time and dale of the changes.
Terra Flora also needs to track any exports of records to Microsoft Excel within the compliance center.
Relationship behavior
Recently, a pet owner informed Terra Flora that their pet cat has been rehomed.
After receiving this information, the carer deleted the owner's Contact record from the system,
which in turn deleted the Pet record.
Shortly after, the new pet owner contacted Terra Flora to book their cat for a stay and was frustrated
that Terra Flora had NOT retained a record of their cat's dietary requirements or any of the previous
carer notes about the cat.
In such situations. Terra Flora now requires that the owner's Contact record should NOT be allowed
to be deleted if any Pet records are related to it via the primary owner look-up column.
Users should be required to update the look-up column to new owner's Contact record or remove
the current value first before they can delete the Pet record. If the new owner's Contact record is
selected on a pet any active bookings against the pet should also be updated to the new owner, but
previous inactive bookings should NOT be updated.
Business process flows and the Corgi meet-up gala
The founder has recently made an update to the Onboard new pet business flow but now CANNOT
activate it. For the Corgi gala, the founder has asked the carer for help in:
1. completing the registrations that the founder started, and
2. registering more Corgis for the upcoming gala.
When the carer creates new pet records, the carer is UNABLE to see the Corgi meet-up business
process flow.
Currently, when the carer checks the owner's record on their phone, the related pet information is
difficult to view as they must scroll down to review the information.

Topic 1, Terra Flora
Background information
Terra Flora, Incorporated is a boutique pet hotel that has been in business for six (6) months. The
hotel guests include both dogs and cats.
The founder created the Dynamics 365 Sales Professional environment to grow their network and
pipeline. They started out using out-of-the-box capabilities only and using the Sales Professional app
only. Only one environment (production) is in use.
The pet hotel is gaining in popularity and the number of bookings is growing. The founder has shifted
their focus to customizing their environment to record the information they need to delight their
customers by tailoring the experience to their unique pets.
Terra Flora has recently hired a part-time carer for the resident pets. The carer has been granted the
Salesperson security role to allow them to record new leads and update customer information.
You are a Dynamics 365 Customer Experience consultant who has been hired to assist Terra Nova
with their customizations, resolve issues, and advise on best designs to meet their requirements.
Overall configurations
To better understand their four-legged customers, Terra Flora has created a custom Portable, which is
user-owned and related 1 -n with the Contact table, which represents the pets' primary owner.
The Per table has been added to the Sales Professional app sitemap. The table has the following
columns, each created WITHOUT making any changes to the advanced options.

Tap the image to zoom
A pet sub-grid has been added to the Contact main form, using the Active Pets view.
Additionally, Read, Write, and Update, Append, Append To, and Assign access to the Pet table has
been added to the Salesperson security role.
"Onboard new pet" business process flow
The founder is creating a business process flow named Onboard new pet to ensure that appropriate
information is recorded for all new pets, starting with ensuring the correct litter choices are selected
for cats who will be staying at Terra Flora.
When the Onboard new pet business process flow is done, the founder wants to have access to a
view that will display all active pets including the Name and Type columns, as well as the current
stage on the Onboard new pet business process flow.
Pet table icon
A custom image svg file has been created for the Portable.
Terra Flora wants to ensure this image is displayed alongside the pet page within the app.
Related Pet table activities
Terra Flora wants carers to be able to see their pets' activity history, as well as add new activities
related to their pets. They want the following information to appear on their pets' timeline:
• Tasks carers completed or should do,
• E-mails exchanged with pet's owner (customer).
• A record of phone calls.
Other types of activities should NOT appear to users on the Pets forms.
The founder edited the Pet table advanced setting to enable associating Pet records with activities.
The founder also added Pet table to the app sitemap that i being used.
Attachments are enabled for the tfeftable, including notes and files. But users should NOT see posts
in the pet's activity timeline.
Post configuration is NOT enabled for the Pet table.
Logs
Auditing, log access, and read logs have been enabled in the production environment Auditing has
started on the Terra Flora environment and has been enabled for common entities.
Breed galas
To celebrate their upcoming first year in operation, the founder is planning a series of breed galas.
The series begins with a Corgi dog breed meet-up gala.
The breed of an owner's pet may be mentioned in many places within the system, including:
1. Emails (subject or body)
2. Notes (including Word documents exports of PDFs uploaded as attachments)
3. Single or multiple lines of text columns on any standard table (including lead, contact and
opportunity at minimum)
4. On the Pet table in either the Description or in the Breed columns.
Additionally, the breed may be referenced in several ways including singular, multiple, shorthand (for
example: corgi, corgis, or corgs), and may have been misspelled.
Corgi meet-up gala
The carer needs to be assigned ownership of several Contact records (representing customers that
own Corgis) that live nearby so that event flyers can be delivered personally. When the carer is
delivering flyers, they need to quickly check the owner and related pet information on their phone.
When the Contact records are assigned to carer, any pets that are related to these contacts via the
primary owner relationship should also be assigned to the carer.
The founder has created a business process flow on the Portable named Corgi meet-up to allow
Corgis to be registered as attending the gala. This business process flow is second in the default order
on the Pet table. If the carer has a conversation with the owners, the carer is required to add notes to
the timeline and complete the first stage of the business process flow.
Issues
Before the creation of the Pet table, information regarding pets was either added to the owner's
Contact record in the form of notes or created as Contact records themselves.
These Contact records used the name of the pet in the Last Name column and the owner's address in
the first set of Address columns.
When these pet Contact records are identified, they are deactivated.
No duplicate detection rules have been published and duplicate pet records are currently present
across both the Contact and Pet tables.
Auditing
When a pet's dietary requirements or a Contact's email address is updated, Terra Flora requires the
following information to be logged:
1. The user who made the change.
2. The current and previous values of the columns.
3. The time and dale of the changes.
Terra Flora also needs to track any exports of records to Microsoft Excel within the compliance center.
Relationship behavior
Recently, a pet owner informed Terra Flora that their pet cat has been rehomed.
After receiving this information, the carer deleted the owner's Contact record from the system,
which in turn deleted the Pet record.
Shortly after, the new pet owner contacted Terra Flora to book their cat for a stay and was frustrated
that Terra Flora had NOT retained a record of their cat's dietary requirements or any of the previous
carer notes about the cat.
In such situations. Terra Flora now requires that the owner's Contact record should NOT be allowed
to be deleted if any Pet records are related to it via the primary owner look-up column.
Users should be required to update the look-up column to new owner's Contact record or remove
the current value first before they can delete the Pet record. If the new owner's Contact record is
selected on a pet any active bookings against the pet should also be updated to the new owner, but
previous inactive bookings should NOT be updated.
Business process flows and the Corgi meet-up gala
The founder has recently made an update to the Onboard new pet business flow but now CANNOT
activate it. For the Corgi gala, the founder has asked the carer for help in:
1. completing the registrations that the founder started, and
2. registering more Corgis for the upcoming gala.
When the carer creates new pet records, the carer is UNABLE to see the Corgi meet-up business
process flow.
Currently, when the carer checks the owner's record on their phone, the related pet information is
difficult to view as they must scroll down to review the information.

Topic 2, Contoso Ltd.
Background information
Contoso Ltd. has started a new division that provides janitorial services to businesses.
The sales teams for this division are using a dedicated instance of Dynamics 365 Sales.
Contoso Ltd.'s sellers are becoming accustomed to Copilot in Sales and Sales Insights features. They
have identified several desired enhancements.
System configuration
The base currency for all opportunities in the system is US dollars (USD). The administrator has NOT
enabled installed premium Sales Insights features. All users have Premium licenses. Contoso Ltd.
uses Exchange Online for email.
Only three default insights cards are turned on:
1 Close date coming soon
2. Meeting today
3. Upcoming meeting
The system administrator has set the following days before notifying me value for the Close date
coming soon card to 21 days.
Contoso Ltd. has also just set up Dynamics 365 Customer Insights - Journeys for marketing
automation. No segments or customer journeys have been defined yet. Dynamics 365 Sales and
Customer Insights - Journeys both share the same instance of Microsoft Dataverse.
Copilot in Dynamics 365 Sales settings
The following screenshots show the configured fields for opportunity settings summaries and recent
changes in Copilot.

Tap the image to zoom

Business development managers
Contoso Ltd. has 30 business development managers (BDMs) across its sales teams. Each BDM is
responsible for selling janitorial services to new and existing clients. All BDMs are assigned the sales
manager security role in Dynamics 365 Sales.
Any 8DM can own an opportunity, even if a different BDM owns the client account record. Any other
BDMs assigned to work on the opportunity will be included in the opportunity record's sales team.
Opportunity records owned by a BDM will never include any additional client stakeholders other
than the named contact for the opportunity.
The BDMs have been told to document all client communications in Dynamics 365, but they
frequently exchange emails with client contacts through Microsoft Exchange WITHOUT tracking them
in Dynamics 365.
Digital sales team
Contoso Ltd. has a digital sales team that comprises 10 junior sales resources who focus on lead
qualification and conversion to opportunities. Members of this team are assigned a single custom
security role named Digital seller that is a copy of the standard Salesperson role. View audit history
and view audit summary permissions are disabled.
The team currently receives leads from an online form on Contoso Ltd.'s website. Many online lead
submissions end up being duplicates, and the team manually reconciles the duplicates by comparing
last name, email address, and phone number for all submitted leads.
Clients
Contoso Ltd. has a digital sales team that comprises 10 junior sales resources who focus on lead
qualification and conversion to opportunities. Members of this team are assigned a single custom
security role named Digital seller that is a copy of the standard Salesperson role. View audit history
and view audit summary permissions are disabled.
The team currently receives leads from an online form on Contoso Ltd.'s website. Many online lead
submissions end up being duplicates, and the team manually reconciles the duplicates by comparing
last name, email address, and phone number for all submitted leads.
Client tiers
Clients are grouped into tiers based on annual revenue as calculated in a system outside Dynamics
365 Sales. Clients receive different levels of ongoing service and support based on their tier
assignment
Annual revenue values for accounts and corresponding tier values are written to Dynamics 365
through a nightly batch process. Client tier values are only updated when they change, and tier value
will always be blank for accounts with no calculated annual revenue.
The tier structure is:
• Tier A - annual revenue greater than or equal to $10,000,000 USD
• Tier B - annual revenue greater than $5,000,000 USD and less than $10,000,000 USD
• Tier C - annual revenue greater than $0 USD and less than or equal to $5,000,000 USD
The tier label is stored in a custom text field named Client tier(contoso_dienttiei) that contains only a
single letter or is blank.
Northwind Traders account
There are three BDMs who frequently work together on large opportunities.
• BDM1 is the account owner for Northwind Traders, a multinational client.
o BDM1 owns all Northwind Traders opportunities with estimated revenue greater than or equal to
51.000,000.
• BMD2 and BDM3 are assisting BDM1 with several opportunities for Northwind Traders in different
cities.
o BDM3 owns all other Northwind Traders opportunities. BDM3 is NOT a sales team member for any
of the
opportunities BDM1 owns, o BDM2 is a sales team member for all Northwind Traders opportunities.
Client Contact1 is the primary contact for the Northwind Traders' account. There are two other client
contacts with whom the Northwind account team regularly engages - Client Contacts and Client
Contact3.
BDM1 and the Northwind Traders account
BDM1 has been on vacation for two weeks. During vacation, BDM1 did NOT log into Dynamics 365,


and BDM2 made the following updates to several open Northwind Traders opportunities.


Tap the image to zoom
BMD2 also scheduled an internal meeting with BMD1 for the day they return to discuss a request
from the primary contact for the account The meeting has the "London office' opportunity as its
regarding value.
Desired enhancements
The global sales lead requests the following enhancements:
1. A "Welcome' email should be sent to the primary contact (or an account when the account first
enters any client tier. This email should only be sent to the primary contact once.
2. Account owners should receive immediate notifications in the assistant in Dynamics 365 Sales
when accounts change tiers. The notifications should include the account name and current tier.
3. A "Getting started" email should be sent to the main contact associated with an opportunity when
the opportunity status is set to "Won."
1. The email should include a link to a custom onboarding form where the contact can supply
information required to start the janitorial services for a given location.
2. If the contact does NOT click any links in the email, a follow-up email should be sent
4. All emails between BDMs and client contacts should be available for relationship analytics KPIs.
Emails sent by other users outside of Dynamics 365 should NOT be included in the KPIs.
The digital sales team lead requests the following enhancements:
1. The ability for team members to use Copilot to summarize changes to lead records.
2. Replace the current online form used by their team to capture new leads. The new form should
automatically handle duplicates using the rules the team currently applies manually.

Topic 2, Contoso Ltd.
Background information
Contoso Ltd. has started a new division that provides janitorial services to businesses.
The sales teams for this division are using a dedicated instance of Dynamics 365 Sales.
Contoso Ltd.'s sellers are becoming accustomed to Copilot in Sales and Sales Insights features. They
have identified several desired enhancements.
System configuration
The base currency for all opportunities in the system is US dollars (USD). The administrator has NOT
enabled installed premium Sales Insights features. All users have Premium licenses. Contoso Ltd.
uses Exchange Online for email.
Only three default insights cards are turned on:
1 Close date coming soon
2. Meeting today
3. Upcoming meeting
The system administrator has set the following days before notifying me value for the Close date
coming soon card to 21 days.
Contoso Ltd. has also just set up Dynamics 365 Customer Insights - Journeys for marketing
automation. No segments or customer journeys have been defined yet. Dynamics 365 Sales and
Customer Insights - Journeys both share the same instance of Microsoft Dataverse.
Copilot in Dynamics 365 Sales settings
The following screenshots show the configured fields for opportunity settings summaries and recent
changes in Copilot.

Tap the image to zoom

Business development managers
Contoso Ltd. has 30 business development managers (BDMs) across its sales teams. Each BDM is
responsible for selling janitorial services to new and existing clients. All BDMs are assigned the sales
manager security role in Dynamics 365 Sales.
Any 8DM can own an opportunity, even if a different BDM owns the client account record. Any other
BDMs assigned to work on the opportunity will be included in the opportunity record's sales team.
Opportunity records owned by a BDM will never include any additional client stakeholders other
than the named contact for the opportunity.
The BDMs have been told to document all client communications in Dynamics 365, but they
frequently exchange emails with client contacts through Microsoft Exchange WITHOUT tracking them
in Dynamics 365.
Digital sales team
Contoso Ltd. has a digital sales team that comprises 10 junior sales resources who focus on lead
qualification and conversion to opportunities. Members of this team are assigned a single custom
security role named Digital seller that is a copy of the standard Salesperson role. View audit history
and view audit summary permissions are disabled.
The team currently receives leads from an online form on Contoso Ltd.'s website. Many online lead
submissions end up being duplicates, and the team manually reconciles the duplicates by comparing
last name, email address, and phone number for all submitted leads.
Clients
Contoso Ltd. has a digital sales team that comprises 10 junior sales resources who focus on lead
qualification and conversion to opportunities. Members of this team are assigned a single custom
security role named Digital seller that is a copy of the standard Salesperson role. View audit history
and view audit summary permissions are disabled.
The team currently receives leads from an online form on Contoso Ltd.'s website. Many online lead
submissions end up being duplicates, and the team manually reconciles the duplicates by comparing
last name, email address, and phone number for all submitted leads.
Client tiers
Clients are grouped into tiers based on annual revenue as calculated in a system outside Dynamics
365 Sales. Clients receive different levels of ongoing service and support based on their tier
assignment
Annual revenue values for accounts and corresponding tier values are written to Dynamics 365
through a nightly batch process. Client tier values are only updated when they change, and tier value
will always be blank for accounts with no calculated annual revenue.
The tier structure is:
• Tier A - annual revenue greater than or equal to $10,000,000 USD
• Tier B - annual revenue greater than $5,000,000 USD and less than $10,000,000 USD
• Tier C - annual revenue greater than $0 USD and less than or equal to $5,000,000 USD
The tier label is stored in a custom text field named Client tier(contoso_dienttiei) that contains only a
single letter or is blank.
Northwind Traders account
There are three BDMs who frequently work together on large opportunities.
• BDM1 is the account owner for Northwind Traders, a multinational client.
o BDM1 owns all Northwind Traders opportunities with estimated revenue greater than or equal to
51.000,000.
• BMD2 and BDM3 are assisting BDM1 with several opportunities for Northwind Traders in different
cities.
o BDM3 owns all other Northwind Traders opportunities. BDM3 is NOT a sales team member for any
of the
opportunities BDM1 owns, o BDM2 is a sales team member for all Northwind Traders opportunities.
Client Contact1 is the primary contact for the Northwind Traders' account. There are two other client
contacts with whom the Northwind account team regularly engages - Client Contacts and Client
Contact3.
BDM1 and the Northwind Traders account
BDM1 has been on vacation for two weeks. During vacation, BDM1 did NOT log into Dynamics 365,


and BDM2 made the following updates to several open Northwind Traders opportunities.


Tap the image to zoom
BMD2 also scheduled an internal meeting with BMD1 for the day they return to discuss a request
from the primary contact for the account The meeting has the "London office' opportunity as its
regarding value.
Desired enhancements
The global sales lead requests the following enhancements:
1. A "Welcome' email should be sent to the primary contact (or an account when the account first
enters any client tier. This email should only be sent to the primary contact once.
2. Account owners should receive immediate notifications in the assistant in Dynamics 365 Sales
when accounts change tiers. The notifications should include the account name and current tier.
3. A "Getting started" email should be sent to the main contact associated with an opportunity when
the opportunity status is set to "Won."
1. The email should include a link to a custom onboarding form where the contact can supply
information required to start the janitorial services for a given location.
2. If the contact does NOT click any links in the email, a follow-up email should be sent
4. All emails between BDMs and client contacts should be available for relationship analytics KPIs.
Emails sent by other users outside of Dynamics 365 should NOT be included in the KPIs.
The digital sales team lead requests the following enhancements:
1. The ability for team members to use Copilot to summarize changes to lead records.
2. Replace the current online form used by their team to capture new leads. The new form should
automatically handle duplicates using the rules the team currently applies manually.

Topic 2, Contoso Ltd.
Background information
Contoso Ltd. has started a new division that provides janitorial services to businesses.
The sales teams for this division are using a dedicated instance of Dynamics 365 Sales.
Contoso Ltd.'s sellers are becoming accustomed to Copilot in Sales and Sales Insights features. They
have identified several desired enhancements.
System configuration
The base currency for all opportunities in the system is US dollars (USD). The administrator has NOT
enabled installed premium Sales Insights features. All users have Premium licenses. Contoso Ltd.
uses Exchange Online for email.
Only three default insights cards are turned on:
1 Close date coming soon
2. Meeting today
3. Upcoming meeting
The system administrator has set the following days before notifying me value for the Close date
coming soon card to 21 days.
Contoso Ltd. has also just set up Dynamics 365 Customer Insights - Journeys for marketing
automation. No segments or customer journeys have been defined yet. Dynamics 365 Sales and
Customer Insights - Journeys both share the same instance of Microsoft Dataverse.
Copilot in Dynamics 365 Sales settings
The following screenshots show the configured fields for opportunity settings summaries and recent
changes in Copilot.

Tap the image to zoom

Business development managers
Contoso Ltd. has 30 business development managers (BDMs) across its sales teams. Each BDM is
responsible for selling janitorial services to new and existing clients. All BDMs are assigned the sales
manager security role in Dynamics 365 Sales.
Any 8DM can own an opportunity, even if a different BDM owns the client account record. Any other
BDMs assigned to work on the opportunity will be included in the opportunity record's sales team.
Opportunity records owned by a BDM will never include any additional client stakeholders other
than the named contact for the opportunity.
The BDMs have been told to document all client communications in Dynamics 365, but they
frequently exchange emails with client contacts through Microsoft Exchange WITHOUT tracking them
in Dynamics 365.
Digital sales team
Contoso Ltd. has a digital sales team that comprises 10 junior sales resources who focus on lead
qualification and conversion to opportunities. Members of this team are assigned a single custom
security role named Digital seller that is a copy of the standard Salesperson role. View audit history
and view audit summary permissions are disabled.
The team currently receives leads from an online form on Contoso Ltd.'s website. Many online lead
submissions end up being duplicates, and the team manually reconciles the duplicates by comparing
last name, email address, and phone number for all submitted leads.
Clients
Contoso Ltd. has a digital sales team that comprises 10 junior sales resources who focus on lead
qualification and conversion to opportunities. Members of this team are assigned a single custom
security role named Digital seller that is a copy of the standard Salesperson role. View audit history
and view audit summary permissions are disabled.
The team currently receives leads from an online form on Contoso Ltd.'s website. Many online lead
submissions end up being duplicates, and the team manually reconciles the duplicates by comparing
last name, email address, and phone number for all submitted leads.
Client tiers
Clients are grouped into tiers based on annual revenue as calculated in a system outside Dynamics
365 Sales. Clients receive different levels of ongoing service and support based on their tier
assignment
Annual revenue values for accounts and corresponding tier values are written to Dynamics 365
through a nightly batch process. Client tier values are only updated when they change, and tier value
will always be blank for accounts with no calculated annual revenue.
The tier structure is:
• Tier A - annual revenue greater than or equal to $10,000,000 USD
• Tier B - annual revenue greater than $5,000,000 USD and less than $10,000,000 USD
• Tier C - annual revenue greater than $0 USD and less than or equal to $5,000,000 USD
The tier label is stored in a custom text field named Client tier(contoso_dienttiei) that contains only a
single letter or is blank.
Northwind Traders account
There are three BDMs who frequently work together on large opportunities.
• BDM1 is the account owner for Northwind Traders, a multinational client.
o BDM1 owns all Northwind Traders opportunities with estimated revenue greater than or equal to
51.000,000.
• BMD2 and BDM3 are assisting BDM1 with several opportunities for Northwind Traders in different
cities.
o BDM3 owns all other Northwind Traders opportunities. BDM3 is NOT a sales team member for any
of the
opportunities BDM1 owns, o BDM2 is a sales team member for all Northwind Traders opportunities.
Client Contact1 is the primary contact for the Northwind Traders' account. There are two other client
contacts with whom the Northwind account team regularly engages - Client Contacts and Client
Contact3.
BDM1 and the Northwind Traders account
BDM1 has been on vacation for two weeks. During vacation, BDM1 did NOT log into Dynamics 365,


and BDM2 made the following updates to several open Northwind Traders opportunities.


Tap the image to zoom
BMD2 also scheduled an internal meeting with BMD1 for the day they return to discuss a request
from the primary contact for the account The meeting has the "London office' opportunity as its
regarding value.
Desired enhancements
The global sales lead requests the following enhancements:
1. A "Welcome' email should be sent to the primary contact (or an account when the account first
enters any client tier. This email should only be sent to the primary contact once.
2. Account owners should receive immediate notifications in the assistant in Dynamics 365 Sales
when accounts change tiers. The notifications should include the account name and current tier.
3. A "Getting started" email should be sent to the main contact associated with an opportunity when
the opportunity status is set to "Won."
1. The email should include a link to a custom onboarding form where the contact can supply
information required to start the janitorial services for a given location.
2. If the contact does NOT click any links in the email, a follow-up email should be sent
4. All emails between BDMs and client contacts should be available for relationship analytics KPIs.
Emails sent by other users outside of Dynamics 365 should NOT be included in the KPIs.
The digital sales team lead requests the following enhancements:
1. The ability for team members to use Copilot to summarize changes to lead records.
2. Replace the current online form used by their team to capture new leads. The new form should
automatically handle duplicates using the rules the team currently applies manually.

Topic 2, Contoso Ltd.
Background information
Contoso Ltd. has started a new division that provides janitorial services to businesses.
The sales teams for this division are using a dedicated instance of Dynamics 365 Sales.
Contoso Ltd.'s sellers are becoming accustomed to Copilot in Sales and Sales Insights features. They
have identified several desired enhancements.
System configuration
The base currency for all opportunities in the system is US dollars (USD). The administrator has NOT
enabled installed premium Sales Insights features. All users have Premium licenses. Contoso Ltd.
uses Exchange Online for email.
Only three default insights cards are turned on:
1 Close date coming soon
2. Meeting today
3. Upcoming meeting
The system administrator has set the following days before notifying me value for the Close date
coming soon card to 21 days.
Contoso Ltd. has also just set up Dynamics 365 Customer Insights - Journeys for marketing
automation. No segments or customer journeys have been defined yet. Dynamics 365 Sales and
Customer Insights - Journeys both share the same instance of Microsoft Dataverse.
Copilot in Dynamics 365 Sales settings
The following screenshots show the configured fields for opportunity settings summaries and recent
changes in Copilot.

Tap the image to zoom

Business development managers
Contoso Ltd. has 30 business development managers (BDMs) across its sales teams. Each BDM is
responsible for selling janitorial services to new and existing clients. All BDMs are assigned the sales
manager security role in Dynamics 365 Sales.
Any 8DM can own an opportunity, even if a different BDM owns the client account record. Any other
BDMs assigned to work on the opportunity will be included in the opportunity record's sales team.
Opportunity records owned by a BDM will never include any additional client stakeholders other
than the named contact for the opportunity.
The BDMs have been told to document all client communications in Dynamics 365, but they
frequently exchange emails with client contacts through Microsoft Exchange WITHOUT tracking them
in Dynamics 365.
Digital sales team
Contoso Ltd. has a digital sales team that comprises 10 junior sales resources who focus on lead
qualification and conversion to opportunities. Members of this team are assigned a single custom
security role named Digital seller that is a copy of the standard Salesperson role. View audit history
and view audit summary permissions are disabled.
The team currently receives leads from an online form on Contoso Ltd.'s website. Many online lead
submissions end up being duplicates, and the team manually reconciles the duplicates by comparing
last name, email address, and phone number for all submitted leads.
Clients
Contoso Ltd. has a digital sales team that comprises 10 junior sales resources who focus on lead
qualification and conversion to opportunities. Members of this team are assigned a single custom
security role named Digital seller that is a copy of the standard Salesperson role. View audit history
and view audit summary permissions are disabled.
The team currently receives leads from an online form on Contoso Ltd.'s website. Many online lead
submissions end up being duplicates, and the team manually reconciles the duplicates by comparing
last name, email address, and phone number for all submitted leads.
Client tiers
Clients are grouped into tiers based on annual revenue as calculated in a system outside Dynamics
365 Sales. Clients receive different levels of ongoing service and support based on their tier
assignment
Annual revenue values for accounts and corresponding tier values are written to Dynamics 365
through a nightly batch process. Client tier values are only updated when they change, and tier value
will always be blank for accounts with no calculated annual revenue.
The tier structure is:
• Tier A - annual revenue greater than or equal to $10,000,000 USD
• Tier B - annual revenue greater than $5,000,000 USD and less than $10,000,000 USD
• Tier C - annual revenue greater than $0 USD and less than or equal to $5,000,000 USD
The tier label is stored in a custom text field named Client tier(contoso_dienttiei) that contains only a
single letter or is blank.
Northwind Traders account
There are three BDMs who frequently work together on large opportunities.
• BDM1 is the account owner for Northwind Traders, a multinational client.
o BDM1 owns all Northwind Traders opportunities with estimated revenue greater than or equal to
51.000,000.
• BMD2 and BDM3 are assisting BDM1 with several opportunities for Northwind Traders in different
cities.
o BDM3 owns all other Northwind Traders opportunities. BDM3 is NOT a sales team member for any
of the
opportunities BDM1 owns, o BDM2 is a sales team member for all Northwind Traders opportunities.
Client Contact1 is the primary contact for the Northwind Traders' account. There are two other client
contacts with whom the Northwind account team regularly engages - Client Contacts and Client
Contact3.
BDM1 and the Northwind Traders account
BDM1 has been on vacation for two weeks. During vacation, BDM1 did NOT log into Dynamics 365,


and BDM2 made the following updates to several open Northwind Traders opportunities.


Tap the image to zoom
BMD2 also scheduled an internal meeting with BMD1 for the day they return to discuss a request
from the primary contact for the account The meeting has the "London office' opportunity as its
regarding value.
Desired enhancements
The global sales lead requests the following enhancements:
1. A "Welcome' email should be sent to the primary contact (or an account when the account first
enters any client tier. This email should only be sent to the primary contact once.
2. Account owners should receive immediate notifications in the assistant in Dynamics 365 Sales
when accounts change tiers. The notifications should include the account name and current tier.
3. A "Getting started" email should be sent to the main contact associated with an opportunity when
the opportunity status is set to "Won."
1. The email should include a link to a custom onboarding form where the contact can supply
information required to start the janitorial services for a given location.
2. If the contact does NOT click any links in the email, a follow-up email should be sent
4. All emails between BDMs and client contacts should be available for relationship analytics KPIs.
Emails sent by other users outside of Dynamics 365 should NOT be included in the KPIs.
The digital sales team lead requests the following enhancements:
1. The ability for team members to use Copilot to summarize changes to lead records.
2. Replace the current online form used by their team to capture new leads. The new form should
automatically handle duplicates using the rules the team currently applies manually.