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How difficult is the Microsoft Dynamics 365 CRM (MB-910) exam?

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The Dynamics 365 Customer Relationship Management (CRM) exam tests your knowledge and skills in various aspects of Dynamics 365 CRM, including sales, customer service, marketing, and finance. As a professional in the field of Dynamics 365 Customer Relationship Management (CRM), you may be wondering about the challenges and complexities associated with the MB-910 certification exam.

In this blog, we will delve into the details of the MB-910 exam and discuss the level of difficulty it poses for candidates. We will explore the exam structure, content, and format, as well as provide tips and strategies for preparing for and passing the exam. As the demand for Dynamics 365 CRM professionals continues to grow, obtaining the MB-910 certification can set you apart in the competitive job market. However, the exam can be challenging and requires a deep understanding of the Dynamics 365 CRM platform and its applications. Whether you are preparing to take the MB-910 exam for the first time or looking to enhance your knowledge and skills in Dynamics 365 CRM, this blog will provide valuable insights and guidance to help you achieve your certification goals. So, let’s dive in and explore the world of the MB-910 certification exam.

Glossary for Microsoft Dynamics 365 Fundamentals CRM Terminology

Here is a glossary of Microsoft Dynamics 365 Fundamentals CRM Terminology:

  1. Account – A company or organization that you have a business relationship with.
  2. Activity – A task or event that needs to be completed, such as a phone call, email, or meeting.
  3. Contact – An individual person that you have a business relationship with.
  4. Opportunity – A potential sale or deal that is being pursued.
  5. Lead – An individual or company that has shown interest in your products or services, but has not yet become a customer.
  6. Sales Pipeline – A visual representation of the sales process, showing the different stages that a lead or opportunity goes through before becoming a customer.
  7. Marketing Campaign – A coordinated set of activities designed to promote a product or service, generate leads, and ultimately drive sales.
  8. Sales Forecast – An estimate of future sales, based on past sales data, market trends, and other factors.
  9. Customer Service – The process of providing support and assistance to customers, often through a help desk or call center.
  10. Service Level Agreement (SLA) – A contract between a service provider and a customer, specifying the level of service that will be provided and the consequences if the service level is not met.
  11. Case – A record of a customer service issue or request, often tracked in a help desk or customer service system.
  12. Knowledge Base – A repository of information, often used by customer service representatives to answer common questions or resolve issues.
  13. Workflow – A series of steps or actions that are automatically triggered by a specific event or condition, such as the creation of a new lead or the completion of a task.
  14. Integration – The process of connecting different software systems or applications so that they can share data and work together seamlessly.
  15. Customization – The process of modifying or extending the functionality of a software system to meet specific business needs.

Exam Preparation Resources for Microsoft Dynamics 365 Fundamentals CRM Exam

There are several resources available to prepare for the Microsoft Dynamics 365 Fundamentals CRM Exam. Some of these resources include:

  1. Microsoft Learning Path: Microsoft offers a comprehensive learning path that covers all the topics needed to prepare for the exam. This learning path includes several modules, each containing videos, interactive guides, and assessments.
  2. Exam Study Guide: Microsoft provides an exam study guide that outlines the skills measured in the exam, and provides links to relevant resources for each topic.
  3. Practice Tests: There are several practice tests available online that simulate the actual exam environment. These tests help you evaluate your knowledge and identify areas that require more attention.
  4. Microsoft Dynamics 365 Community: The Microsoft Dynamics 365 community is a platform where you can connect with other Dynamics 365 users and experts. This community provides access to forums, blogs, and webinars that offer insights into the platform and best practices.
  5. Books: There are several books available on Amazon that cover the Dynamics 365 platform and exam preparation. Some popular titles include “Microsoft Dynamics 365 For Dummies” by Renato Bellu and “Mastering Microsoft Dynamics 365 Customer Engagement” by Lucas Alexander.

Here are some helpful links:

What makes the MB-910 Exam hard?

Your ability to pass the Microsoft Dynamics 365 Fundamentals Customer Engagement Apps (CRM) certification test depends on the quality of your study materials. Unfortunately, a lack of reliable study resources and a poor test preparation strategy result in the majority of applicants failing the Dynamics 365 Fundamentals Customer Engagement Apps (CRM) MB-910 exam. However, we are clear that the customer engagement features and competencies are the main emphasis of the MB-910 test.

We will cover this area using a step-by-step guide by defining exam formats, outline content, and various training ways covering all the current Microsoft MB-910 actual certification exam information

Step by Step Preparation Guide to pass MB-910 Exam

The features and capabilities of Dynamics 365 apps associated with customer engagement are covered in the MB-910: Microsoft Dynamics 365 Fundamentals (CRM) exam. It is necessary to have a basic understanding of company operations, customer engagement concepts, and computer literacy.

Passing this exam will directly help you become Microsoft Certified: Dynamics 365 Fundamentals (CRM).

1. Covering the MB-910 exam basic details

This certification exam validates your thorough understanding of the customer engagement apps in Microsoft Dynamics 365, including marketing capabilities and the automation of the sales, service, and support lifecycles, whether you are a business stakeholder, functional consultant just starting your career, or a student.

You could be a great candidate for the Microsoft Certified: Dynamics Fundamentals (CRM) certification if you’d want to:

  • Recognize the fundamental features of the Dynamic 365 customer engagement applications.
  • Verify your knowledge of Dynamics 365.
  • Showcase your knowledge of business operations and consumer interaction.
  • To advance, you must show competency with Dynamics 365’s client engagement features.

Furthermore, it is advised for tech-savvy people who have a basic understanding of commercial activities including marketing, sales, and services.

Exam Format:
  • There will be 40–60 questions on the MB-910: Microsoft Dynamics 365 Fundamentals (CRM) exam, and they might include case studies, short answers, multiple-choice questions, mark reviews, drag-and-drop questions, etc. 
  • And a minimum score of 700 is required to pass the test (on a scale of 1000). 
  • Additionally, the price of the Microsoft MB-910 test, including the additional taxes, is $99 USD. 
  • Lastly, applicants have the option of taking the exam in English, Japanese, Chinese (Simplified), Korean, French, Spanish, Portuguese (Brazil), Russian, Arabic (Saudi Arabia), Chinese (Traditional), Italian, and German language.

2. Understanding the skills measured in the exam

The study guide includes a number of subjects for Exam MB-910: Microsoft Dynamics 365 Fundamentals (CRM). By using this, you may research different ideas and subjects and improve your skills to have better exam preparation. However, the Microsoft MB-910 exam covers the following topics:

Describe Dynamics 365 Customer Insights (15–20%)

Explore 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 Sales capabilities and related apps

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 cases, basic routing (basic queues), Unified Routing, and the inbox for agents
  • Describe knowledge management in Customer Service (Microsoft Documentation: Create and manage knowledge articles)
  • Describe the case lifecycle including service-level agreements (SLAs) and entitlements (Microsoft Documentation: Define service-level agreements)
  • Describe use cases for Copilot in Customer Service

Describe Customer Service capabilities and related apps

Describe Dynamics 365 Field Service (15–20%)

Explore 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

3. Enhancing knowledge with the Microsoft Learning Paths

Microsoft offers learning paths that cover the various information and resources required for exam preparation. You may visit the Microsoft official website to get all the necessary information, study materials, and exam schedules for the MB-910 exam. Think of this as a key exam knowledge source that offers in-depth information on the ideas and subjects covered in the test. Additionally, by using this, you may learn about the major exam areas and acquire references for every topic.

The learning paths are:

– Review the Microsoft Dynamics 365 customer engagement applications’ essential features.

Reference: https://docs.microsoft.com/en-us/learn/paths/examine-core-capabilities-of-microsoft-dynamics-365-customer-engagement-apps/

You will be introduced to the features shared by all of the Dynamics 365 customer interaction apps in this learning path. A brief introduction of the Dynamics 365 customer interaction applications will be given, along with information on Microsoft Dataverse and common features.

Modules included in this learning path:

  • How to integrate the customer engagement applications with Dynamics 365:
    • You will be introduced to the customer engagement apps for Dynamics 365 in this module. You will be given an overview of each program, taught how to use it, and discover and filter data.
  • Examine typical Dynamics 365 tasks and integration choices:
    • You will be exposed to the shared features and functions of the Dynamics 365 customer interaction apps in this module.
– Get to know Microsoft Dynamics 365 Marketing’s fundamentals.

Reference: https://docs.microsoft.com/en-us/learn/paths/learn-fundamentals-of-microsoft-dynamics-365-marketing/

You will be introduced to the fundamental features of Dynamics 365 Marketing through this learning path. You will get knowledge about the fundamental capabilities of the software as well as additional resources you may utilize to successfully and efficiently manage marketing initiatives.

Modules included in this learning path:

  • Explore Dynamics 365 Marketing:
    • You will be given a basic understanding of Dynamics 365 Marketing in this subject, with an emphasis on email marketing, customer segmentation, and customer journeys.
  • Check the marketing tools and applications:
    • You will be introduced to Dynamics 365 Customer Service’s event management features in this subject. Additionally, it talks about Dynamics 365 Customer Insights and Dynamics 365 Customer Voice.
– Discover the basics of Microsoft Dynamics 365 Sales.

Reference: https://docs.microsoft.com/en-us/learn/paths/learn-fundamentals-of-microsoft-dynamics-365-sales/

This learning route introduces you to Dynamics 365 Sales. You will get knowledge about the fundamental capabilities of the product as well as additional resources you can utilize to efficiently and successfully manage the sales process.

Modules included in this learning path:

  • Understand more about Dynamics 365 Sales:
    • With an emphasis on handling leads, lead qualifying, prospects, and sales orders as a part of the typical sales lifecycle, this subject introduces you to Dynamics 365 Sales.
  • Use sales skills:
    • You will be introduced to Dynamics 365 Sales Insights, LinkedIn Sales Navigator, and sales forecasting on this subject.
– Get to know Microsoft Dynamics 365 Customer Service’s fundamentals.

Reference: https://docs.microsoft.com/en-us/learn/paths/learn-fundamentals-microsoft-dynamics-365-customer-service/

You will be introduced to Dynamics 365 Customer Service through this learning route. You will gain knowledge of the fundamental features of the software as well as additional tools that you can use to handle customer service professionally and proficiently.

Modules included in this learning path:

  • Examine Customer Service with Dynamics 365:
    • You will bet an overview of Dynamics 365 Customer Service in this lesson, which focuses on key components such as cases, case lifecycles, queues, and service-level agreements (SLAs)
  • Check out the apps that are relevant to knowledge management in Dynamics 365 Customer Service:
    • You will be introduced to Dynamics 365 Customer Service’s knowledge management features in this lesson. Omnichannel for Customer Service and historical analytics are also covered.
– Understand Microsoft Dynamics 365 Field Service’s fundamentals.

Reference: https://docs.microsoft.com/en-us/learn/paths/learn-fundamentals-of-microsoft-dynamics-365-field-service/

You will be introduced to Dynamics 365 Field Service through this learning path. Core product features, the scheduling procedure, and other tools that you may utilize to assist your field service operations will all be covered.

Modules included in this learning path:

  • Find out more about Dynamics 365 Field Service:
    • The work orders and inspections covered in this lesson serve as an introduction to Dynamics 365 Field Service for learners.
  • Explain the scheduling procedure:
    • You will be introduced to Dynamics 365 Field Service’s scheduling features in this subject. Asset management and Connected Field Service are also covered.

4. Use the Microsoft Instructor-led training

Microsoft Dynamics 365 Fundamentals (CRM)

You will receive a thorough introduction to Dynamics 365’s client interaction features in this course. The idea of customer engagement as well as each of the customer engagement apps, such as Dynamics 365 Marketing, Dynamics 365 Sales, Dynamics 365 Customer Service, Dynamics 365 Field Service, and the customer relationship management (CRM) features of Dynamics 365 Project Operations, will become more familiar to you. Both lectures and practical laboratories will be part of this course.

Audience Overview

This foundational training can be advantageous to people in many positions and career stages. This includes students, new graduates, and those changing jobs who want to use Dynamics 365 to further their careers, as well as IT professionals, business stakeholders, and anyone who want to learn about the customer interaction capabilities of Dynamics 365.

5. Connect with the professionals

The goal of this step is to help you realize that, in addition to studying for the test, it’s crucial to observe a specialist or professional who is using Dynamics 365 customer interaction apps. You will have a better understanding of how the MB-910 exam works as a result of doing this. Try to assist them with tasks and have a conversation to have all your exam-related questions answered. This will refresh your knowledge and skill level.

6. Try to take practice tests on a daily basis

For Microsoft MB-910 exam preparation, practice exams are crucial. Utilizing the practice exam questions will assist in identifying one’s strong and weak points. Additionally, this will assist in enhancing answering techniques, which will ultimately result in significant time savings during the exam. Furthermore, the optimum time to begin taking Microsoft MB-910 practice exams is after finishing a whole topic. Your revision will be stronger as a result of this. Therefore, be sure to find the top MB-910 practice exams.

Some basic Microsoft Exam details:

➼ Exam retake policy

  • You must wait 24 hours before retaking an exam if you don’t pass the first attempt.
  • Secondly, you must wait at least 14 days before taking it again if you don’t pass the second time.
  • However, the third and fourth chances, as well as the fourth and fifth attempts, must wait 14 days in between.
  • Further, a specific exam may only be taken five times in a 12-month period following the initial attempt. After a year from the date of your initial try, you can take the test one more.
  • Unless your certification has expired, you cannot repeat an exam that you have already passed.
  • Lastly, a fee is required to retake the test (if applicable.)

➼ Exam reschedule and the cancellation policy

Make sure you plan or cancel exams at least 24 hours in advance of the scheduled exam to avoid losing your exam money. Any company-purchased vouchers that you utilized will be void.

Steps to cancel or reschedule your exam:

  • Through your Learn profile, you can reschedule or cancel your exam appointment.
  • From the profile menu, choose Certifications.
  • Select the “Cancel” or “Reschedule” link next to the exam appointment you want to change or cancel.
  • You can cancel or reschedule your exam by going to the exam delivery provider’s website.

Final Words

You can progress in and become Microsoft Certified: Dynamics 365 Fundamentals (CRM) by focusing on business operations and customer interaction, demonstrating competency in Dynamics 365 customer engagement capabilities, and becoming familiar with the key capabilities throughout the Dynamic 365 customer engagement applications.

After finishing your study, register for the test! Upon passing the exam and earning your certification, celebrate on social networking platforms like LinkedIn with your credentials and skills. By flaunting your Microsoft Certification certificates and badges, you can demonstrate that you have successfully completed the necessary exams for certification. 

Put your all-out effort into the exams if you want to do well. You can manage your study time, grasp test formats, and pass the exam by using the information above.

Exam MB-910: Microsoft Dynamics 365 Fundamentals (CRM) practice tests
Pulkit Dheer
With a background in Engineering and a great enthusiasm for writing, Pulkit focuses on intensive research to create targeted content. He brings his years of learning and experience to his current role. With a zeal towards technological research and powerful use of words dedicated to inspire and help professionals onset their career.
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