Microsoft Dynamics 365 Fundamentals (CRM) MB-910 Practice Exam

The Exam MB-910: Microsoft Dynamics 365 Fundamentals (CRM) is for individuals who have a comprehension of how customer engagement applications (CRM) within Dynamics 365 can be used to:

• Consolidate profiles and customize targeted customer journeys utilizing the Dynamics 365 Customer Insights applications.
• Effectively guide users through the entirety of the sales order lifecycle employing Dynamics 365 Sales.
• Help agents in case management throughout the entirety of the customer support lifecycle utilizing Dynamics 365 Customer Service.
• Coordinate and fulfill work orders utilizing Dynamics 365 Field Service.
• Assess the potential benefits of Copilot in facilitating these processes.

Who should take the exam?

This certification targets those who are beginning on their journey utilizing Dynamics 365 CRM solutions.

Exam Details

• Exam Name: Microsoft Dynamics 365 Fundamentals (CRM)
• Exam Code: MB-910
• Exam Duration: 45 minutes
• Exam Language: English, Japanese, Chinese (Simplified), Korean, French, Spanish, Portuguese (Brazil), Russian, Arabic (Saudi Arabia), Chinese (Traditional), Italian, German
• Number of Questions: 40-60
• Passing score: 700

Course Outline

The Exam covers the following topics - 

Domain 1: Learn about Dynamics 365 Customer Insights (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 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

Domain 2: Understand Dynamics 365 Sales (20–25%)

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 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
• Describe use cases for and capabilities of LinkedIn Sales Navigator
• Describe use cases for the Dynamics 365 Sales mobile app
• Describe Microsoft Sales Copilot

Domain 3: Understand 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 use cases for Copilot in Customer Service

Describe Customer Service capabilities and related apps

• Describe 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

Domain 4: Learn about Dynamics 365 Field Service (15–20%)

Explore Field Service

• Describe use cases for Field Service
• Describe the work order lifecycle
• 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

Domain 5: Exploring 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
• Describe use cases for and capabilities of Dynamics 365 Customer Voice