MB-910 : Microsoft Dynamics 365 Fundamentals (CRM) Certification Exam Voucher

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

Overview

The Microsoft Dynamics 365 Fundamentals (CRM) (MB-910) certification validates a foundational understanding of customer engagement features and core capabilities across the Microsoft Dynamics 365 business applications ecosystem. As modern enterprises transition to cloud-first business models, customer relationship management (CRM) tools have become indispensable for streamlining marketing, driving sales pipelines, delivering premier customer support, and optimizing field service management.

Earning this certification demonstrates your grasp of how Dynamics 365 Marketing, Dynamics 365 Sales, Dynamics 365 Customer Service, and Dynamics 365 Field Service operate together. It highlights your capacity to leverage cloud-driven customer lifecycle management, Microsoft Power Platform integrations, and intelligent automation to boost operational efficiency and customer retention.

Benefits

• Industry Recognition: Validates your proficiency in Microsoft's enterprise customer engagement cloud platform.
• Career Advancement: Opens entry pathways toward intermediate and advanced functional consultant, solution architect, and business analyst roles.
• Broad Conceptual Mastery: Provides an end-to-end understanding of lead generation, opportunity tracking, case resolution, and work order dispatching.
• Cross-Platform Integration: Builds insight into how customer engagement applications connect seamlessly with Microsoft 365, Microsoft Teams, LinkedIn, and Power Platform.
• Cost-Effective Credential: Delivers an entry-level milestone that establishes credibility across technical and non-technical stakeholders.

Who should take this exam

• Aspiring Functional Consultants: Individuals aiming to start a career configuring and customizing Microsoft Dynamics 365 CRM modules.
• Business Analysts and Operations Specialists: Professionals seeking to evaluate and implement CRM cloud workflows for business units.
• Sales, Service, and Marketing Leads: Non-technical team leaders desiring a structural understanding of automated customer relationship pipelines.
• IT Professionals and Developers: Technical personnel seeking a comprehensive overview of Dynamics 365 customer engagement capabilities before specializing.
• Students and Career Switchers: Newcomers looking to validate foundational business technology skills within enterprise cloud ecosystems.

Prerequisites

There are no formal prerequisites required to take the MB-910 exam. However, candidates will benefit from:

• A general familiarity with foundational cloud computing concepts.
• Basic knowledge of Customer Relationship Management (CRM) business processes.
• Foundational exposure to navigating business applications and enterprise workflows.

Learning outcomes

• Understand core concepts of customer engagement, customer lifecycle tracking, and data unification.
• Identify key features and capabilities of Dynamics 365 Marketing, including customer journeys, lead scoring, and segments.
• Describe the lifecycle of lead management, opportunity records, quotes, and orders in Dynamics 365 Sales.
• Analyze case resolution, knowledge base management, and omnichannel engagement in Dynamics 365 Customer Service.
• Explain work order management, asset tracking, scheduling, and mobile execution within Dynamics 365 Field Service.
• Describe shared features, reporting instruments, security models, and Microsoft Power Platform integrations.

Career opportunities

• Junior Dynamics 365 Functional Consultant: Assist in designing, deploying, and configuring customer engagement solutions.
• CRM Business Analyst: Bridge business operational requirements with Dynamics 365 CRM capabilities.
• Customer Operations Specialist: Manage enterprise support, sales processes, and marketing workflows inside cloud CRM environments.
• Dynamics 365 Support Analyst: Provide first-line assistance, user onboarding, and administrative triage for enterprise users.
• Pre-Sales Solution Associate: Demonstrate CRM capabilities and business value propositions to prospective enterprise clients.

Exam syllabus

Describe Microsoft Dynamics 365 Marketing (15–20%)

• Explore Marketing Capabilities: Identify core marketing features, automated email campaigns, target segments, and multi-channel communication strategies.
• Lead Generation and Nurturing: Describe lead management workflows, scoring models, customer journey designers, and landing page integration.
• Event and Asset Management: Explain in-person and virtual event management workflows, registration mechanisms, and creative digital asset management.

Describe Microsoft Dynamics 365 Sales (15–20%)

• Lead-to-Cash Lifecycle: Describe core sales entities including leads, opportunities, accounts, contacts, price lists, quotes, orders, and invoices.
• Sales Pipeline and Forecasting: Identify pipeline management tools, opportunity tracking, forecasting dashboards, and sales relationship insights.
• Integration and Productivity: Explain integrations with LinkedIn Sales Navigator, Microsoft Teams, and Outlook to boost seller efficiency.

Describe Microsoft Dynamics 365 Customer Service (15–20%)

• Case Management: Explore case lifecycle handling, routing rules, service-level agreements (SLAs), and queue management.
• Omnichannel Service: Identify engagement channels across chat, SMS, social media, voice channels, and customer self-service portals.
• Knowledge Management: Describe knowledge base authoring, article life cycles, contextual searching, and AI-assisted agent responses.

Describe Microsoft Dynamics 365 Field Service (15–20%)

• Work Order Management: Describe work order creation, incident types, inventory consumption, and service billing cycles.
• Scheduling and Dispatching: Identify manual, schedule assistant, and Resource Scheduling Optimization (RSO) capabilities.
• Field Technician Mobility: Explain the capabilities of the Field Service mobile app, asset servicing history, and Connected Field Service IoT telemetry.

Explore Core Capabilities and Shared Features of Dynamics 365 Customer Engagement Apps (20–25%)

• Shared Features and Architecture: Describe standard data models, Microsoft Dataverse tables, search mechanisms, and role-based security concepts.
• Reporting and Analytics: Explore built-in dashboards, real-time charts, views, and Power BI integration for CRM reporting.
• Power Platform Integration: Explain how Power Apps, Power Automate, Power Pages, and Copilot Studio extend Dynamics 365 capabilities.