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 |
|---|---|
| Review the skills measured as of March 26, 2024 | This list represents the skills measured AFTER the date provided. Study this list if you plan to take the exam AFTER that date. |
| Review the skills measured prior to March 26, 2024 | Study this list of skills if you take your exam PRIOR to the date provided. |
| Change log | You can go directly to the change log if you want to see the changes that will be made on the date provided. |
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| 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 March 26, 2024
Audience profile
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.
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 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 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 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 capabilities and related apps
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 Dynamics 365 Customer Service (20–25%)
Explore Customer Service
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 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 the Omnichannel Supervisor experience
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 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 Copilot for Dynamics 365 CRM 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
Describe use cases for and capabilities of Dynamics 365 Customer Voice
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 |
|---|---|
| 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
Key to understanding the table: The topic groups (also known as functional groups) are in bold typeface followed by the objectives within each group. The table is a comparison between the two versions of the exam skills measured and the third column describes the extent of the changes.
| Skill area prior to March 26, 2024 | Skill area as of March 26, 2024 | Change |
|---|---|---|
| Audience profile | Major | |
| Describe Dynamics 365 Customer Insights | Describe Dynamics 365 Customer Insights | No % change |
| Explore Customer Insights - Journeys | Explore Customer Insights - Journeys | Minor |
| Describe Customer - Data and Dynamics 365 Customer Voice | Describe Customer - Data | Major |
| Describe Dynamics 365 Sales | Describe Dynamics 365 Sales | % of exam increased |
| Explore Dynamics 365 Sales | Explore Dynamics 365 Sales | Major |
| Describe Dynamics 365 Sales capabilities and related apps | Describe Dynamics 365 Sales capabilities and related apps | Minor |
| Describe Dynamics 365 Customer Service | Describe Dynamics 365 Customer Service | No % change |
| Explore Dynamics 365 Customer Service | Explore Dynamics 365 Customer Service | Minor |
| Describe Dynamics 365 Customer Service capabilities and related apps | Describe Dynamics 365 Customer Service capabilities and related apps | Major |
| Describe Dynamics 365 Field Service | Describe Dynamics 365 Field Service | No % change |
| Explore Dynamics 365 Field Service | Explore Dynamics 365 Field Service | Major |
| Describe the scheduling capabilities of Dynamics 365 Field Service | Describe the scheduling capabilities of Dynamics 365 Field Service | Minor |
| Explore the core capabilities of customer engagement apps in Dynamics 365 | Explore the core capabilities of customer engagement apps in Dynamics 365 | % of exam decreased |
| Describe the foundations of customer engagement apps | Describe the foundations of customer engagement apps | Minor |
| Describe shared activities and integration options in customer engagement apps | Describe shared activities and integration options in customer engagement apps | Major |
Skills measured prior to March 26, 2024
Audience profile
This exam covers the features and capabilities of:
Microsoft Dynamics 365 Customer Insights - Journeys
Dynamics 365 Sales
Dynamics 365 Customer Service
Dynamics 365 Field Service
As a candidate for this exam, it will be helpful for you to have a basic understanding of:
Business processes
Computer skills
Skills at a glance
Describe Dynamics 365 Customer Insights (15–20%)
Describe Dynamics 365 Sales (15–20%)
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 (20–25%)
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 and subscription lists
Describe email marketing
Describe customer journeys
Describe event management features and capabilities
Describe Customer Insights - Data and Dynamics 365 Customer Voice
Describe use cases of and capabilities for Customer Insights - Data
Describe use cases for and capabilities of Customer Voice
Describe Dynamics 365 Sales (15–20%)
Explore Sales
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 Sales capabilities and related apps
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 Dynamics 365 Customer Service (20–25%)
Explore Customer Service
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 Customer Service capabilities and related apps
Describe Omnichannel for Customer Service
Describe reporting and data visualization options in Dynamics 365 Customer Service
Describe use cases of Dynamics 365 Customer Voice for Customer Service
Describe Dynamics 365 Field Service (15–20%)
Explore Field Service
Describe use cases for Dynamics 365 Field Service
Describe common field service processes
Describe the work order lifecycle
Describe inspections in Dynamics 365 Field Service
Describe the Field Service mobile app
Describe the scheduling capabilities of Field Service
Describe resource 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 (20–25%)
Describe the foundations of customer engagement apps
Describe use cases for 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 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 integration