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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For more info read reference:
Microsoft MB-91 Certification Reference
What is Microsoft MB-910 Certification Exam
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Microsoft MB-910 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Describe Dynamics 365 Sales | 20-25% | - Sales accelerators and forecasting - Quote, order, and invoice lifecycle - Core capabilities and business scenarios - Lead and opportunity management processes - Business process flows - Product catalog, price lists, and unit groups |
| Describe Dynamics 365 Customer Insights - Journeys (Marketing) | 15-20% | - Marketing forms, pages, and segments - Lead generation and qualification - Capabilities and use cases - Email marketing and customer journeys - Integration with Copilot - Event management features |
| Describe Dynamics 365 Customer Service | 20-25% | - Case management lifecycle - Key components and use cases - Unified service desk and channels - Knowledge base and entitlements - SLA and routing rules |
| Explore core capabilities of Dynamics 365 customer engagement apps | 15-20% | - Overview of Copilot in customer engagement - Security and access control - Integration with Microsoft Power Platform - Data management and reporting basics - Common features and navigation |
| Describe Dynamics 365 Field Service | 15-20% | - Core features and scheduling capabilities - Work order lifecycle and resource management - Inventory and asset management - Mobile app and offline functionality |
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