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1.

An organization wants to collect feedback from its customers. The survey will ask questions about various aspects of the provided services. It’s important that only relevant questions are asked. Which approach should the survey maker take to ensure that questions in a section only ask about a specific service?

Add a choice question asking if the customer has used a specific service, with two options of Yes and No. Mark the question as hidden. Add a branching rule that hides the related section if the response to the question is No and shows the related section if the response is Yes.

Add all sections to the survey that might need to be answered. Add a description to the top of the survey that instructs the respondent to ignore questions if they aren't relevant to them. The respondent can navigate through the entire survey but will only answer relevant questions.

Create multiple surveys with questions about the different services that the organization provides. Add choice questions that ask if the respondent has used the different services. Create branching rules that will redirect the respondent to other surveys based on the provided answers.

2.

You can extend Dynamics 365 Customer Engagement to include a Send Survey button on top of certain tables (or record types). You can complete this task by installing the Send Customer Voice survey from Dynamics 365 app from the Microsoft commercial marketplace. Which of the following tables is the button added to after the installation?

All standard tables in Dynamics 365 Customer Engagement

Leads, Contacts, Accounts, Opportunities, Cases, and custom tables that have the timeline enabled

All standard tables and custom tables that have the timeline enabled

3.

A user in Dynamics 365 Customer Engagement is attempting to use the Send Survey option while in a contact record. They select the survey that they want to use and then review the recipient and variable details. They notice that the locale value is required, but the list of options is empty so they’re unable to continue. Why is the user unable to select an option for the Locale field?

The survey doesn't have the locale variable included. It must be added first before people can use the Send Survey option for the selected survey.

The user hasn't yet selected an email template from the list. After the user has selected the email template, the locale dropdown menu will be populated with one or more options.

The contact from which the user started the process doesn't have a preferred language added to their record.

4.

An account manager is reviewing Dynamics 365 Customer Voice survey responses for the clients whom they're responsible for. They're evaluating the responses by using a view in Dynamics 365 Sales. The account manager wants to review all satisfaction metrics directly from the main response record within the view. Which type of metrics will the account manager be able to view at this level?

The overall Net Promoter Score® and the overall sentiment for the survey response

The overall Net Promoter Score® and the overall Customer Satisfaction score (CSAT) for the survey response

The overall Net Promoter Score®, the overall Customer Satisfaction score (CSAT), and the overall sentiment for the survey response

5.

An account manager wants to view survey responses for their accounts on a bar graph. They want to make sure that responses for the surveys that are related to account management can be viewed in one place. Which of the following options would provide the simplest way to accomplish this goal?

On receipt, the account manager can update the subject of the survey response by using Power Automate and then add the name of the account record that the contact belongs to. Then, they can create the chart by using the Subject field as filtering criteria.

When sending surveys for the account management team, the account manager can set the Recipient field on the survey invitations to the account record that the contact belongs to. They can accomplish this task by using an import file in Customer Voice or by using Power Automate. Then, the account manager can create the chart by using the Recipient field as one of the values.

When sending surveys for the account management team, the account manager can set the Regarding field on the survey invitations to the account record that the contact belongs to. They can accomplish this task by using an import file in Customer Voice or by using Power Automate. Then, the account manager can create the chart by using the Regarding field as one of the values.

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