Certification

Microsoft Certified: Dynamics 365 Fundamentals (CRM)

Demonstrate fundamental knowledge about the customer engagement capabilities of Microsoft Dynamics 365.

At a glance

Level

Beginner
Product

Dynamics 365
Role

Business Owner
Subject

Business applications
Last Updated

12/17/2024

Overview

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

Unify profiles and tailor targeted, personalized 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 Microsoft 365 Copilot can assist with each of these.

The certification is intended for you if you’re seeking to start your journey using Dynamics 365 customer engagement solutions.

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

Skills earned upon completion

Prepare for the exam

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Practice for the exam

Practice Assessment

Assess your knowledge

Practice assessments provide you with an overview of the style, wording, and difficulty of the questions you're likely to experience on the exam. Through these assessments, you're able to assess your readiness, determine where additional preparation is needed, and fill knowledge gaps bringing you one step closer to the likelihood of passing your exam.

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Exam Sandbox

Experience demo

Experience the look and feel of the exam before taking it. You'll be able to interact with different question types in the same user interface you'll use during the exam.

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Take the exam

You will have 45 minutes to complete this assessment.

Exam policy

This exam will be proctored, and is not open book. You may have interactive components to complete as part of this exam. To learn more about exam duration and experience, visit: Exam duration and exam experience.

If you fail a certification exam, don’t worry. You can retake it 24 hours after the first attempt. For subsequent retakes, the amount of time varies. For full details, visit: Exam retake policy.

Assessed on this exam

Describe Dynamics 365 Customer Insights
Describe Dynamics 365 Sales
Describe Dynamics 365 Customer Service
Describe Dynamics 365 Field Service
Explore the core capabilities of customer engagement apps in Dynamics 365

Need accommodations?

We offer a variety of accommodations to support you.

Learn More

This exam is offered in the following languages:

English, Japanese, Chinese (Simplified), Korean, French, Spanish, Portuguese (Brazil), Russian, Arabic (Saudi Arabia), Chinese (Traditional), Italian, German

Schedule through Pearson Vue

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We strongly recommend that you register for an exam with a personal MSA account. If you register with an organizational (work/school) AAD account, your exam records will be lost if you leave your organization and they will be unrecoverable.

Price based on the country or region in which the exam is proctored.