This exam measures your ability to describe the following: Dynamics 365 Customer Insights - Journeys; Dynamics 365 Sales; Dynamics 365 Customer Service; Dynamics 365 Field Service; and explore the core capabilities of customer engagement apps in Dynamics 365.
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
Microsoft Dynamics 365 Fundamentals (CRM) Exam Summary:
| Exam Name | Microsoft Certified - Dynamics 365 Fundamentals (CRM) |
| Exam Code | MB-910 |
| Exam Price | $99 (USD) |
| Exam Price | 60 mins |
| Number of Questions | 40-60 |
| Passing Score | 700 / 1000 |
| Books / Training | MB-910T00: Microsoft Certified: Dynamics 365 Fundamentals (CRM) |
| Sample Questions | Microsoft Dynamics 365 Fundamentals (CRM) Sample Questions |
| Practice Exam | Microsoft MB-910 Certification Practice Exam |
Microsoft MB-910 Exam Syllabus Topics:
| Topic | Details |
| Describe Dynamics 365 Customer Insights - Journeys (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 - Journeys related apps | - Describe use cases of and capabilities for Customer Insights - Data - Describe use cases of Customer Voice for Customer Insights - Journeys |
| 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 |
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