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Exam MB-910: Microsoft Dynamics 365 Fundamentals (CRM)
This exam covers the features and capabilities of Microsoft Dynamics 365 customer engagement apps.
Candidates for 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.
Part of the requirements for: Microsoft Certified: Dynamics 365 Fundamentals (CRM)
Reference: https://docs.microsoft.com/en-us/learn/certifications/exams/mb-910
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Microsoft MB-910 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Describe Dynamics 365 Customer Service | 20-25% | - SLA and routing rules - Knowledge base and entitlements - Key components and use cases - Case management lifecycle - Unified service desk and channels |
| Topic 2: Describe Dynamics 365 Field Service | 15-20% | - Core features and scheduling capabilities - Inventory and asset management - Mobile app and offline functionality - Work order lifecycle and resource management |
| Topic 3: Explore core capabilities of Dynamics 365 customer engagement apps | 15-20% | - Overview of Copilot in customer engagement - Common features and navigation - Security and access control - Integration with Microsoft Power Platform - Data management and reporting basics |
| Topic 4: Describe Dynamics 365 Sales | 20-25% | - Quote, order, and invoice lifecycle - Product catalog, price lists, and unit groups - Core capabilities and business scenarios - Sales accelerators and forecasting - Lead and opportunity management processes - Business process flows |
| Topic 5: Describe Dynamics 365 Customer Insights - Journeys (Marketing) | 15-20% | - Event management features - Marketing forms, pages, and segments - Capabilities and use cases - Lead generation and qualification - Integration with Copilot - Email marketing and customer journeys |
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