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

The MB-910: Microsoft Dynamics 365 Fundamentals (CRM) certification is designed for individuals interested in gaining a foundational understanding of how Dynamics 365 customer engagement applications support business processes. This exam is ideal for those beginning their journey with Microsoft Dynamics 365 and looking to build a strong conceptual base in CRM technologies.

Key Areas of Focus

Candidates preparing for this exam will explore the core capabilities of Dynamics 365 customer engagement apps and how they contribute to streamlining operations, improving customer experiences, and enabling business growth. The exam covers the following areas:

Customer Insights & Journey Personalization:
- Learn how Dynamics 365 Customer Insights helps unify customer profiles and enables businesses to design tailored, data-driven customer journeys that enhance personalization and engagement.
Sales Lifecycle Management:
- Understand how Dynamics 365 Sales supports users throughout the entire sales order lifecycle—from lead generation to deal closure—ensuring efficient and effective sales processes.
Customer Support & Case Management:
- Explore how Dynamics 365 Customer Service empowers support agents to manage cases efficiently and deliver consistent, high-quality customer support across various channels.
Field Service Operations:
- Discover how Dynamics 365 Field Service helps organizations schedule, manage, and complete work orders, improving on-site service delivery and resource utilization.
Integration with Microsoft Copilot:
- Evaluate the role of Microsoft 365 Copilot in enhancing productivity and decision-making across all customer engagement apps, offering AI-powered assistance tailored to each function.

Who Should Take This Exam?

This certification is ideal for:

Individuals new to Dynamics 365 and CRM applications
Business users, functional consultants, or students exploring career opportunities in Microsoft technologies
Those preparing to pursue more advanced role-based or specialty certifications within the Microsoft ecosystem

Note: While MB-910 is not a mandatory prerequisite for higher-level certifications, it serves as a valuable stepping stone for deeper specialization in Dynamics 365 roles.

Exam Details

Exam MB-910: Microsoft Dynamics 365 Fundamentals (CRM) is an entry-level certification assessment tailored for individuals in business-oriented roles, such as business owners, who are seeking foundational knowledge of Microsoft’s customer relationship management (CRM) solutions. The exam is conducted under proctored conditions and must be completed within a 45-minute time frame. It is not an open-book exam and may include interactive components designed to assess your practical understanding.

To successfully pass the exam, candidates must achieve a minimum score of 700. The assessment is available in multiple languages, including English, Portuguese (Brazil), Russian, Arabic (Saudi Arabia), Chinese (Traditional), and Italian, to support a diverse range of learners. Additionally, accommodations are available upon request for individuals who use assistive technologies, require extended time, or need adjustments to ensure an accessible and inclusive exam experience.

Course Outline

The exam covers the following topics:

1. Understand 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

2. Learn about 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 features (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

3. Explore Dynamics 365 Customer Service (20–25%)

Understand Customer Service

Describe use cases for Dynamics 365 Customer Service
Describe the functionality for workload management, including cases, basic routing rulesets (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

4. Understand 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

5. Understand 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 capabilities of Microsoft 365 Copilot in the Dynamics 365 customer engagement 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

Microsoft MB-910 Exam FAQs

Click Here for FAQs!

Microsoft Certification Exam Policies

Microsoft has established a robust set of policies to ensure the integrity, fairness, and consistency of its certification exams across the globe. These policies are designed to provide a secure and standardized testing environment, whether candidates choose to take their exams online or at a certified testing center. By adhering to these guidelines, candidates help maintain the value and industry recognition of Microsoft certifications.

Exam Retake Guidelines

If a candidate does not pass a Microsoft certification exam on the first attempt, a minimum 24-hour waiting period is required before retaking the test. For additional attempts—ranging from the second to the fifth—a 14-day waiting period must be observed between each retake. To prevent overuse and ensure the exam’s integrity, candidates are limited to a maximum of five attempts per exam within a 12-month period, beginning from the date of the first attempt.

Rescheduling and Cancellation Rules

Microsoft offers flexibility for candidates needing to change or cancel their exam appointments. Modifications made at least six business days before the scheduled date can be done without incurring any fees. However, changes made within five business days of the exam may result in a rescheduling or cancellation fee. If a candidate fails to appear for the exam or cancels with less than 24 hours’ notice, the exam fee will not be refunded. Exceptions to these policies may be granted in cases of emergencies or when candidates request reasonable accommodations, provided appropriate documentation is submitted and approved.

Microsoft MB-910 Exam Study Guide

Step 1: Understand the Exam Objective

A critical first step in preparing for the MB-910: Microsoft Dynamics 365 Fundamentals (CRM) exam is gaining a clear understanding of its objectives. This exam is designed to assess foundational knowledge of customer engagement applications within the Dynamics 365 ecosystem. Candidates should focus on learning how different applications, such as Dynamics 365 Sales, Customer Service, Field Service, and Customer Insights, support business operations and enhance customer relationships. Additionally, the exam evaluates awareness of Microsoft Copilot and how it integrates with these solutions to improve productivity. By thoroughly reviewing the official skills outline and aligning study efforts with each key topic area, candidates can build a well-rounded understanding that not only supports exam success but also strengthens their practical CRM knowledge.

Step 2: Assess Your Current Knowledge

Once you’ve reviewed the exam objectives, the next step in your MB-910 exam preparation is to evaluate your existing knowledge and experience with Dynamics 365 customer engagement applications. This includes areas such as Sales, Customer Service, Field Service, and Customer Insights, as well as familiarity with tools like Microsoft Copilot. Conducting a self-assessment helps you determine which topics you’re already comfortable with and which ones require additional study. You can use practice exams, knowledge checks, or Microsoft Learn modules to benchmark your understanding. This step ensures that your preparation is focused, efficient, and aligned with the exam’s key areas.

Step 3: Use Microsoft Official Learning Paths

With a clear understanding of the exam objectives and an assessment of your current knowledge, the next step is to begin structured learning using the official Microsoft Learn learning paths. These curated, self-paced modules are specifically designed to align with the MB-910 exam content, offering in-depth guidance on key customer engagement applications such as Dynamics 365 Sales, Customer Service, Field Service, and Customer Insights. Each module includes interactive content, real-world scenarios, and knowledge checks to reinforce learning. By following these official resources, you gain both theoretical knowledge and practical insights, helping you build a strong foundation for the exam while familiarizing yourself with how these tools function in real business environments. The modules are:

Step 4: Use Microsoft Documentation as a Reference

To deepen your understanding beyond the learning paths, leverage the official Microsoft documentation as a supplementary reference. These resources provide detailed explanations, feature overviews, and real-world use cases for each Dynamics 365 customer engagement application. Whether you want to explore specific functionalities in Dynamics 365 Sales or understand the integration of Microsoft Copilot, the documentation offers authoritative, up-to-date information straight from the source. Using it alongside your learning paths helps reinforce concepts and ensures you’re prepared for more technical or scenario-based questions on the exam.

Step 5: Join Study Groups and Community Forums

Connecting with others preparing for the MB-910 exam can significantly enhance your study experience. Join Microsoft study groups, online communities, or certification forums where candidates share resources, discuss key topics, and clarify doubts. Platforms such as Microsoft Learn Community, LinkedIn groups, and Reddit forums often host valuable discussions and insights from those who have recently taken the exam. Participating in these groups not only helps you stay motivated but also provides opportunities to learn from different perspectives and ask questions in a collaborative environment.

Step 6: Take the MB-910 Practice Exam Tests

Finally, assess your exam readiness by taking the Microsoft MB-910 exam practice tests. These simulated exams replicate the actual testing environment and help you become familiar with question formats, time constraints, and the overall exam structure. Practice tests are valuable for identifying weak areas that require further study and for building the confidence needed to perform well on exam day. Be sure to review explanations for both correct and incorrect answers to strengthen your understanding and avoid similar mistakes during the actual assessment.