Exam PL-600 topic 1 question 12 discussion

Dynamics 365 Marketing: Marketing Forms could automate this, why use excel in the first place when you can embed a form on the website.

D The question asks to present a solution, not replicate the existing manual process. Create, view, and manage marketing forms "Update contacts/leads: Choose which types of records can be created or updated in response to a form submission. Usually you should leave this set to Contacts and leads" https://docs.microsoft.com/en-us/dynamics365/marketing/marketing-forms

The best option to automate this process is: A. Excel Online Connector Reasoning: The form submissions are saved in a shared document (likely Excel or a similar format). Excel Online Connector in Power Automate can be used to detect new entries in the shared document and trigger actions. It allows integration with other Microsoft services like Dataverse, Outlook Contacts, or Dynamics 365 to create or update contacts. It’s a simple and efficient solution without requiring a full Dynamics 365 implementation. If the company is already using Dynamics 365 for contact management, then B. Dynamics 365 Customer Insights could be another option, but for automating data flow from an Excel document, Excel Online Connector is the best choice.

Recommended Solution: Dynamics 365 Customer Service (Option C) Reasoning: 1. Automation of Contact Management: Dynamics 365 Customer Service is well-suited for automating tasks related to customer interactions, including creating and updating contacts. Using workflows and Power Automate, the data from the "Contact Us" form can automatically create or update contact records in Dynamics 365, reducing manual effort. 2. Integration with Forms and Data Sources: Dynamics 365 integrates seamlessly with online forms through connectors in Power Automate. The data from the "Contact Us" form can be automatically ingested and processed. 3. Streamlining Processes: The solution can centralize customer information and track interactions, offering a unified view to streamline communication and improve customer experience.

The Contact Us form usually contains more information than just user details. In most cases, it is intended for requesting additional information or submitting a complaint. Therefore, it is clearly best handled by Customer Service. Marketing is much more expensive and has more functionality than required for this scenario.

Dynamics 365 Marketing has built-in functionality for capturing form submissions from websites. It can directly integrate with website forms (or embed its own forms) and automatically create or update contacts in Dynamics 365 based on the submitted data. This eliminates the manual review of a shared document and the subsequent manual contact creation/update process.

Dynamics 365 Customer Service is the best choice because it allows you to automate the process of handling form submissions, creating or updating contact records, and managing customer data efficiently within a CRM system.

D365 Marketing is now D365 Customer Insights Journey. It provides tools to create forms.

A)excel trigger doesnt work for this D) doesnt exis anymore and redirects to B

I would say Customer Service as it is designed to handle customer interactions and can automate the process of creating and updating contact records based on form submissions

C. Dynamics 365 Customer Service

Dynamics 365 Customer Service is designed to manage and automate customer interactions and processes. It can be used to automatically capture data from the "Contact Us" form, create new contacts, or update existing ones based on the submissions. It provides tools for case management, which can help in organizing and managing customer inquiries efficiently. Automation features within Dynamics 365 Customer Service can streamline the workflow, reducing manual intervention and improving accuracy and efficiency. Therefore, Dynamics 365 Customer Service would be the most appropriate recommendation for automating the process described.

queste comande sono da aggiornare. Dynamics 365 Marketing è Customer Insight

Vote D

Vote D

Marketing module was renamed as Customer Insight

UPS!!! Remember guys the application was renamed Dynamics Marketing to Customer Insights - Journeys, but yes the answers should be Dynamics 365 Customer Service