Exam MB-910 Microsoft Dynamics 365 Fundamentals (CRM)

This exam covers the features and capabilities of Microsoft Dynamics 365 customer engagement apps. Candidates of this exam should have general knowledge of or relevant working experience in an Information Technology (IT) environment. They should also have a fundamental understanding of customer engagement principles and business operations.

As a candidate for this exam, you aspire to understand how customer engagement apps (CRM) for Dynamics 365 can be used to:

• Unify profiles and tailor targeted customer journeys by using Dynamics 365 Customer Insights apps.
• Efficiently assist users through the complete sales order lifecycle by using Dynamics 365 Sales.
• Assist agents with case management through the complete customer support lifecycle by using Dynamics 365 Customer Service.
• Schedule and complete work orders by using Dynamics 365 Field Service.
• Evaluate how Copilot can assist with each of these.

The exam is intended for you if you’re seeking to start your journey using Dynamics 365 CRM solutions.

You can use this exam to prepare for role-based or specialty certifications, but it’s not a prerequisite for any of them.

• Describe Dynamics 365 Customer Insights (15–20%)
• Describe Dynamics 365 Sales (20–25%)
• Describe Dynamics 365 Customer Service (20–25%)
• Describe Dynamics 365 Field Service (15–20%)
• Explore the core capabilities of customer engagement apps in Dynamics 365 (15–20%)

• Describe use cases for Customer Insights - Journeys
• Describe lead generation and qualification
• Describe use cases for marketing forms
• Describe how to target customers by using segments and subscription lists
• Describe email marketing
• Describe customer journeys
• Describe event management features and capabilities
• Describe how to use Copilot with Customer Insights - Journeys

• Describe use cases of and capabilities for Customer Insights – Data
• Describe unified customer profiles
• Describe measures, segments, and predictions

• Describe use cases for Dynamics 365 Sales
• Describe leads and the process for qualifying leads
• Describe the opportunity management process
• Describe the quote lifecycle
• Describe the order management and invoice management processes
• Describe use cases for business process flows
• Describe the product catalog, prices list, and unit groups
• Describe Copilot in Sales
• Describe Sales accelerator

• Describe sales pipeline and forecasting concepts
• Describe use cases for and capabilities of Sales Insights
• Describe use cases for and capabilities of LinkedIn Sales Navigator
• Describe use cases for the Dynamics 365 Sales mobile app
• Describe Microsoft Sales Copilot

• Describe use cases for Dynamics 365 Customer Service
• Describe the functionality for workload management, including basic routing (basic queues), Unified Routing, and Agent Inbox
• Describe knowledge management in Dynamics 365 Customer Service
• Describe the case lifecycle including service-level agreements (SLAs) and entitlements
• Describe use cases for Copilot in Customer Service

• Describe Omnichannel for Customer Service
• Describe reporting and data visualization options in Customer Service
• Describe use cases for agent productivity tools
• Describe the Omnichannel Supervisor experience

• Describe use cases for Field Service
• Describe the work order lifecycle
• Describe inspections in Field Service
• Describe the Field Service mobile app
• Describe use cases of Copilot in Field Service

• Describe resource and scheduling processes
• Describe asset management and customer assets
• Describe Connected Field Service for Dynamics 365

• Describe customer engagement apps
• Describe Microsoft Power Platform as it relates to customer engagement apps
• Describe Microsoft Dataverse as the foundation for customer engagement apps
• Navigate to and within customer engagement apps
• Describe Copilot for Dynamics 365 CRM apps

• Describe customers and activities
• Describe search options and filter criteria
• Describe reporting capabilities including dashboards, charts, and views
• Describe Microsoft Teams integration
• Describe Microsoft Outlook integration
• Describe Microsoft Excel and Word integration
• Describe Microsoft SharePoint integration
• Describe use cases for and capabilities of Dynamics 365 Customer Voice