Exam MB-910: Microsoft Dynamics 365 Fundamentals (CRM)
Exam MB-910: Microsoft Dynamics 365 Fundamentals (CRM) provides knowledge about the features and capabilities of Microsoft Dynamics 365.
Microsoft MB-910 Exam Knowledge requirements
For Exam MB-910: Microsoft Dynamics 365 Fundamentals (CRM),
- Firstly, candidates must have general knowledge and relevant working experience in an Information Technology (IT) environment.
- Secondly, they should have a basic understanding of customer engagement principles and business operations.
Microsoft Exam Learning Path
Microsoft provides exam learning paths that candidates can use for understanding the concepts in a step by step manner. For the MB-910 Exam, candidates will get an understanding and overview of Dynamics 365 areas. Moreover, they will be able to go through various modules provided in the learning path. The learning paths include:
- Firstly, learning the Fundamentals of Microsoft Dynamics 365 Marketing
- Secondly, learning the Fundamentals of Microsoft Dynamics 365 Sales
- Thirdly, understanding the Fundamentals of Microsoft Dynamics 365 Customer Next, learning the Fundamentals of Microsoft Dynamics 365 Field Service
- Lastly, the Fundamentals of Microsoft Dynamics 365 Project Operations
Exam MB-910: Microsoft Dynamics 365 Fundamentals (CRM) Interview Questions
Microsoft MB-910 Exam Details
Exam MB-910: Microsoft Dynamics 365 Fundamentals (CRM) will have 40-60 questions that can be of type like a case study, short answers, multiple-choice, mark review, drag, and drop, etc. And, to pass the exam it is necessary to score a minimum of 700 (on a scale of 1000). Further, the Microsoft MB-910 exam cost is $99 USD including the additional taxes. Lastly, candidates can take the exam in the English language.
Microsoft Exam Scheduling
Exam MB-910: Microsoft Dynamics 365 Fundamentals (CRM) measures the candidate’s Dynamic 365 knowledge in various areas. However, for scheduling the exam candidates can directly login into their Microsoft portal. Those who are new users can register and then sign in.
Microsoft (MB-910): Dynamics 365 Fundamentals (CRM) Sample Questions
Microsoft MB-910 Course Outline
For Exam MB-910: Microsoft Dynamics 365 Fundamentals (CRM), there are various topics provided in the study guide. Using this, candidates can explore the various concepts/topics and prepare better for the exam. However, the Microsoft MB-910 exam topics include:
Describe Dynamics 365 Customer Insights (15–20%)
Explore Customer Insights – Journeys
- Describe use cases for Customer Insights – Journeys
- describe the lead generation and qualification (Microsoft Documentation: Set up automatic lead generation and scoring, Configure lead scoring options, lead lifecycle, Design lead-scoring models)
- Describe use cases for marketing forms
- Describe how to target customers by using segments
- Describe email marketing
- describing customer journeys (Microsoft Documentation: Create a simple customer journey with email messaging, Create an interactive customer journey with conditions and signup)
- describing event management features and capabilities (Microsoft Documentation: Event planning and management, Set up an event, Event management web application overview)
- 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 Sales
- describing leads and the process for qualifying leads (Microsoft Documentation: Manage leads with Dynamics 365 Sales, Manage leads, Qualify or convert leads (Sales Hub))
- describe the opportunity management process (Microsoft Documentation: Manage opportunities with Dynamics 365 Sales, Managing Sales Opportunities)
- describing the quote lifecycle (Microsoft Documentation: Create and manage quotes in Dynamics 365 Sales Professional, Sales capabilities of Dynamics 365 Project Operations, Manage the sales lifecycle with Dynamics 365 Sales)
- Describe the order management and invoice management processes
- Describe use cases for guided selling including business process flows and assistant
- 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 (Microsoft Documentation: Overview of Sales Insights Add-in for Dynamics 365 Sales, Dynamics 365 Sales Insights 2020 release wave 1, Dynamics 365 Sales Insights 2020 release wave 2)
- Describe use cases for and capabilities of LinkedIn Sales Insights (Microsoft Documentation: Integrate LinkedIn Sales Navigator solutions for Dynamics 365 Sales)
- 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 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 Omnichannel for Customer Service (Microsoft Documentation: Provision Omnichannel for Customer Service, Introduction to 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 (Microsoft Documentation: Work order lifecycle states, Create a work order to coordinate and schedule resources and activities)
- 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
For More: Check Exam MB-910: Microsoft Dynamics 365 Fundamentals (CRM) FAQs
Microsoft Exam Policies
Microsoft exam policies provide exam-related details, processes, and procedures. Further, there are certain rules that are required to be followed during exam time. Some of them include:
Exam retaking policy
In this, for the first time, the candidate’s failing the exam must wait 24 hours before retaking the exam. They use the certification dashboard for rescheduling the exam in the Microsoft exam portal. However, for the second time, they may have to wait for at least 14 days before retaking the exam. Likewise, for more attempts, this 14-day waiting period is also imposed. Lastly, candidates can only give any exam five times a year.
Exam rescheduling and the cancellation policy
- Firstly, Microsoft temporarily waives its reschedule and cancellation fee if candidates cancel their exams within 24 hours before the scheduled appointment.
- Secondly, for rescheduling or canceling an appointment, no charge will be applied at least 6 business days prior to your appointment.
- Thirdly, if a candidate cancels or reschedules an exam within 5 business days of your registered exam time then, a fee will be applied.
- Lastly, if a candidate failed to show up for an exam appointment at least 24 hours then they can forfeit your entire exam fee.
Microsoft MB-910 Exam Study Guide
Microsoft Exam objectives
For Exam MB-910: Microsoft Dynamics 365 Fundamentals (CRM) preparation, candidates should get proficiency and familiarity with the exam objectives. They can use the Microsoft MB-910 study guide for exploring topics and have a better understanding. The topics include:
- Firstly, describe Dynamics 365 Marketing
- Secondly, describe Dynamics 365 Sales
- Thirdly, describe Dynamics 365 Customer Service
- Fourthly, Describe Dynamics 365 Field Service
- Then, Describe Project Operations
- Lastly, Describe shared features
Microsoft Learning Platform
Microsoft provides learning platforms covering various resources and details necessary for exam preparation. For the MB-910 exam preparation, candidates can go through the Microsoft official website and check for all the essential details, study guides, and exam patterns.
Microsoft Docs
Microsoft documentation is the main knowledge source for the exam that provides detailed information about the exam topics and concepts. Moreover, using Microsoft Documentation, candidates can get references for all the topics and learn about the essential areas of the exam. Further, this will help in gaining a lot of knowledge about the Dynamic 365 areas and concepts used according to the exam.
Instructor-led Training
Microsoft Dynamics 365 Fundamentals Customer Engagement Apps (CRM)
This MB-910 exam course will provide knowledge about the customer engagement capabilities of Dynamics 365. Candidates will get familiarity with the concept of:
- Firstly, customer engagement
- Secondly, customer engagement apps
- Thirdly, Dynamics 365 Marketing
- Dynamics 365 Sales
- Then, Dynamics 365 Customer Service
- Dynamics 365 Field Service
- Lastly, CRM capabilities of Dynamics 365 Project Operations.
Further, this course will include lectures with hands-on labs. And, this course is best suited for candidates in different roles that includes
- Firstly, IT professionals
- Secondly, Business stakeholders
- Thirdly, those who want to learn about the customer engagement capabilities of Dynamics 365
- Lastly, students, recent graduates, and individuals having an interest in Dynamics 365
Online Study Groups
Online study groups can provide benefits to candidates during Microsoft MB-910 exam preparation. That is to say, the study groups will help you to stay connected with the experts and professionals in this field. Moreover, candidates can start a discussion or ask for any query related to the exam and take the MB-910 exam study notes.
Taking Microsoft MB-910 Practice Tests
Practice tests are important for Microsoft MB-910 exam preparation. Using the Microsoft MB-910 practice exam tests will help in knowing about the weak and strong areas. Moreover, this will help to improve answering skills that as a result will save a lot of time during the exam. Further, to start taking Microsoft MB-910 practice tests, the best way is after completing a full topic. This will also make your revision strong. So, make sure to find the best MB-910 practice exam tests.
