MB-910: Microsoft Dynamics 365 Fundamentals (CRM)
Overview
The MB-910: Microsoft Dynamics 365 Fundamentals (CRM) certification exam validates a foundational understanding of customer engagement capabilities across the Microsoft Dynamics 365 ecosystem. This entry-level credential confirms your knowledge of customer relationship management (CRM) business applications, including Dynamics 365 Marketing, Dynamics 365 Sales, Dynamics 365 Customer Service, and Dynamics 365 Field Service. It also covers cross-cutting core components like Microsoft Dataverse, shared cloud features, and integration with the wider Microsoft Power Platform and Microsoft 365 suites.
Earning this certification proves that you understand how modern cloud-based CRM solutions empower organizations to attract leads, streamline sales pipelines, deliver personalized customer service, and optimize field service operations. Whether you are starting a career in enterprise software consulting or seeking to expand your cloud business applications expertise, MB-910 provides the essential baseline needed to succeed.
Benefits
- Industry Validation: Earn an official credential from Microsoft demonstrating proven knowledge of cloud-native customer engagement applications.
- Career Foundation: Establish a strong starting point for advanced role-based Microsoft certifications in sales, marketing, customer service, or solution architecture.
- Cross-Functional Communication: Bridge the gap between technical developers, business analysts, and functional decision-makers using standardized Dynamics 365 terminology.
- Enhanced Employability: Stand out to Microsoft Partners, system integrators, and enterprise employers looking for certified talent in customer experience technologies.
- Comprehensive Business Literacy: Gain strategic insight into how end-to-end CRM workflows boost operational efficiency, customer satisfaction, and revenue growth.
Who should take this exam
- Aspiring Functional Consultants who want to begin specializing in Microsoft Dynamics 365 customer engagement applications.
- Business Analysts and IT Professionals evaluating or implementing cloud CRM solutions within their organizations.
- Sales, Marketing, and Support Leads seeking a deeper technical and functional understanding of enterprise tools.
- Students and Career Changers looking to break into enterprise cloud computing and CRM software consulting.
- Account Managers and Pre-Sales Professionals who present or recommend Dynamics 365 products to prospective enterprise clients.
Prerequisites
There are no mandatory formal prerequisites for the MB-910 exam. However, candidates are strongly encouraged to have:
- A foundational understanding of general customer relationship management (CRM) concepts and business processes.
- Basic familiarity with cloud computing concepts and software-as-a-service (SaaS) delivery models.
- General exposure to enterprise computing environments and Microsoft cloud platforms such as Microsoft Power Platform and Microsoft 365.
Learning outcomes
- Identify core capabilities, data models, and use cases across Dynamics 365 Customer Insights - Journeys (Marketing).
- Understand the lead-to-opportunity lifecycle, quote generation, and sales pipeline management in Dynamics 365 Sales.
- Describe case management lifecycles, knowledge base management, and omnichannel support capabilities in Dynamics 365 Customer Service.
- Explain work order generation, scheduling, resource dispatching, and mobile asset management in Dynamics 365 Field Service.
- Navigate core shared components such as Microsoft Dataverse, model-driven apps, Power Automate flows, and native reporting via Power BI.
Career opportunities
- Junior Dynamics 365 Consultant: Assist enterprise teams in deploying, configuring, and testing Dynamics CRM modules.
- CRM Support Specialist: Provide first-tier functional support and troubleshooting for corporate Dynamics 365 users.
- Business Solutions Associate: Help align enterprise operational workflows with out-of-the-box Microsoft cloud solutions.
- Pre-Sales Solution Specialist: Demo core Dynamics 365 CRM features and answer foundational architecture questions for stakeholders.
- Cloud Operations Analyst: Monitor user access, data synchronization, and integration health across Microsoft business applications.
Exam syllabus
Describe Dynamics 365 Marketing (15-20%)
- Identify core marketing capabilities: Understand customer journeys, event management, segments, subscription centers, and lead scoring models.
- Describe target marketing concepts: Explore inbound marketing, email templates, landing pages, and lead qualification workflows.
- Explore marketing reporting and insights: Review built-in analytics, customer journey insights, and integration with Dynamics 365 Customer Voice.
Describe Dynamics 365 Sales (15-20%)
- Manage the sales lifecycle: Explore lead creation, qualification, opportunity tracking, quote generation, orders, and invoice workflows.
- Utilize sales productivity tools: Understand pipeline management, forecasting capabilities, sales playbooks, and Microsoft Teams integration.
- Explore sales intelligence: Describe Sales Copilot capabilities, relationship analytics, and predictive lead scoring.
Describe Dynamics 365 Customer Service (15-20%)
- Explore core customer service components: Understand case lifecycles, queues, routing rules, entitlements, and Service Level Agreements (SLAs).
- Identify collaboration and knowledge capabilities: Review knowledge base articles, omnichannel routing, voice channels, and live chat features.
- Describe service analytics: Understand customer satisfaction surveys, historical case analytics, and Power BI dashboards.
Describe Dynamics 365 Field Service (15-20%)
- Manage the field service lifecycle: Describe work order creation, service tasks, incident types, and billing management.
- Explore scheduling and dispatch capabilities: Understand the Schedule Board, Universal Resource Scheduling (URS), and routing optimization.
- Utilize connected field service tools: Understand mobile app functionality for field technicians, asset tracking, and IoT device alerts.
Describe Shared Features and Core Components (20-25%)
- Describe Microsoft Dataverse fundamentals: Understand standard tables, custom tables, columns, relationships, and business rules.
- Explore security and integration: Review role-based security, business units, Microsoft 365 integration, and Power Platform extensibility.
- Understand reporting and document generation: Explore native search, Excel/Word template generation, and Copilot AI assistance across applications.
