Study guide for Exam MB-910: Microsoft Dynamics 365 Fundamentals (CRM)
Purpose of this document
This study guide should help you understand what to expect on the exam and includes a summary of the topics the exam might cover and links to additional resources. The information and materials in this document should help you focus your studies as you prepare for the exam.
Useful links | Description |
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Your Microsoft Learn profile | Connecting your certification profile to Microsoft Learn allows you to schedule and renew exams and share and print certificates. |
Exam scoring and score reports | A score of 700 or greater is required to pass. |
Exam sandbox | You can explore the exam environment by visiting our exam sandbox. |
Request accommodations | If you use assistive devices, require extra time, or need modification to any part of the exam experience, you can request an accommodation. |
Take a free Practice Assessment | Test your skills with practice questions to help you prepare for the exam. |
Updates to the exam
Our exams are updated periodically to reflect skills that are required to perform a role. We have included two versions of the Skills Measured objectives depending on when you are taking the exam.
We always update the English language version of the exam first. Some exams are localized into other languages, and those are updated approximately eight weeks after the English version is updated. While Microsoft makes every effort to update localized versions as noted, there may be times when the localized versions of an exam are not updated on this schedule. Other available languages are listed in the Schedule Exam section of the Exam Details webpage. If the exam isn't available in your preferred language, you can request an additional 30 minutes to complete the exam.
Note
The bullets that follow each of the skills measured are intended to illustrate how we are assessing that skill. Related topics may be covered in the exam.
Note
Most questions cover features that are general availability (GA). The exam may contain questions on Preview features if those features are commonly used.
Skills measured as of December 17, 2024
Audience profile
As a candidate for this exam, 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 exam is intended for you if you’re seeking to start your journey using Dynamics 365 customer engagement solutions.
You can use this exam to prepare for role-based or specialty certifications, but it’s not a prerequisite for any of them.
Skills at a glance
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 Dynamics 365 Customer Insights (15–20%)
Explore Customer Insights - Journeys
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
Describe email marketing
Describe customer journeys
Describe event management features and capabilities
Describe how to use Microsoft 365 Copilot with Customer Insights - Journeys
Describe Customer Insights - Data
Describe use cases of and capabilities for Customer Insights – Data
Describe unified customer profiles
Describe measures, segments, and predictions
Describe Dynamics 365 Sales (20–25%)
Explore Sales
Describe use cases for 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 guided selling including business process flows
Describe the product catalog, prices list, and unit groups
Describe Microsoft 365 Copilot in Sales
Describe the Sales accelerator
Describe Sales capabilities and related apps
Describe sales pipeline and forecasting concepts
Describe use cases for and capabilities of Sales Insights features
Describe use cases for and capabilities of LinkedIn Sales Insights
Describe use cases for the Dynamics 365 Sales mobile app
Describe Microsoft 365 Copilot for Sales
Describe Dynamics 365 Customer Service (20–25%)
Explore Customer Service
Describe use cases for Customer Service
Describe the functionality for workload management, including cases, basic routing rulesets (basic queues), Unified Routing, and the inbox for agents
Describe knowledge management in Customer Service
Describe the case lifecycle including service-level agreements (SLAs) and entitlements
Describe use cases for Copilot in Customer Service
Describe Customer Service capabilities and related apps
Describe Omnichannel for Customer Service
Describe reporting and data visualization options in Customer Service
Describe use cases for agent productivity tools
Describe Dynamics 365 Field Service (15–20%)
Explore Field Service
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 capabilities related to Field Service
Describe resource management and scheduling processes
Describe asset management and customer assets
Describe Connected Field Service for Dynamics 365
Explore the core capabilities of customer engagement apps in Dynamics 365 (15–20%)
Describe the foundations of customer engagement apps
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 capabilities of Microsoft 365 Copilot in the Dynamics 365 customer engagement apps
Describe shared activities and integration options in customer engagement 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
Study resources
We recommend that you train and get hands-on experience before you take the exam. We offer self-study options and classroom training as well as links to documentation, community sites, and videos.
Study resources | Links to learning and documentation |
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Get trained | Choose from self-paced learning paths and modules or take an instructor-led course |
Find documentation | Dynamics 365 documentation and learning modules Dynamics 365 Customer Insights - Journeys documentation Dynamics 365 Sales documentation Microsoft Dynamics 365 Customer Service documentation User guide for Dynamics 365 Field Service (contains video) |
Ask a question | Microsoft Q&A | Microsoft Docs |
Get community support | Microsoft Dynamics Community |
Follow Microsoft Learn | Microsoft Learn - Microsoft Tech Community |
Find a video | What to expect on your Microsoft Fundamentals exam |
Change log
The table below summarizes the changes between the current and previous version of the skills measured. The functional groups are in bold typeface followed by the objectives within each group. The table is a comparison between the previous and current version of the exam skills measured and the third column describes the extent of the changes.
Skill area prior to December 17, 2024 | Skill area as of December 17, 2024 | Change |
---|---|---|
Audience profile | Minor | |
Describe Dynamics 365 Customer Insights | Describe Dynamics 365 Customer Insights | No % change |
Explore Customer Insights - Journeys | Explore Customer Insights - Journeys | Minor |
Describe Dynamics 365 Sales | Describe Dynamics 365 Sales | No % change |
Explore Sales | Explore Sales | Minor |
Describe Sales capabilities and related apps | Describe Sales capabilities and related apps | Minor |
Describe Dynamics 365 Customer Service | Describe Dynamics 365 Customer Service | No % change |
Explore Customer Service | Explore Customer Service | Minor |
Explore the core capabilities of customer engagement apps in Dynamics 365 | Explore the core capabilities of customer engagement apps in Dynamics 365 | No % change |
Describe the foundations of customer engagement apps | Describe the foundations of customer engagement apps | Minor |