The MB-910 exam tests your knowledge of the theory behind MB-910 Customer Relationship Management (CRM) apps. The requirements of the MB-910 exam are checked by Microsoft every two months to ensure that they remain relevant. This article is based on the requirements as of December 2022.
There are 5 skills for the MB-910 “Microsoft Dynamics 365 Fundamentals (CRM)” exam:
- Describe Dynamics 365 Marketing.
- Describe Dynamics 365 Sales.
- Describe Dynamics 365 Customer Service.
- Describe Dynamics 365 Field Service.
- Describe shared features.
Microsoft does not publish a definitive list of topics which you need to study for the MB-910 exam. However, they do publish a suggested list which is useful for a basis for your study. These suggested topics are broken down below:
Describe Dynamics 365 Marketing (15-20% of total marks)
Describe Dynamics 365 Marketing capabilities
- Describe the process for generating and scoring leads by using marketing forms and pages.
- Describe how to target customers by using segments and subscription lists.
- Describe email marketing concepts and processes.
- Describe the process of automating marketing activities by using customer journeys.
- Describe event management features and capabilities.
- Describe real-time marketing concepts and processes.
Describe marketing-related apps
- Describe the capabilities of Dynamics 365 Customer Insights.
- Describe the capabilities of Dynamics 365 Customer Voice.
Describe Dynamics 365 Sales (15-20% of total marks)
Describe the Dynamics 365 Sales lifecycle
- Describe the lead management process.
- Describe the opportunity management process.
- Describe the quote lifecycle.
- Describe order and invoice management.
- Describe sales pipeline and forecasting concepts.
Describe sales-related apps
- Describe capabilities of Dynamics 365 Sales Insights.
- Describe capabilities of LinkedIn Sales Navigator.
Describe Dynamics 365 Customer Service (15-20% of total marks)
Describe Dynamics 365 Customer Service components
- Describe knowledge management.
- Describe the case lifecycle including service-level agreements (SLAs) and entitlements.
- Describe how to use queues to manage work.
- Describe Omnichannel for Customer Service.
- Describe historical analytics.
Describe Dynamics 365 Field Service (15-20% of total marks)
Describe Field Service capabilities
- Describe the work order lifecycle.
- Describe capabilities of the inspections feature.
Describe scheduling capabilities
- Describe resource and scheduling processes.
- Describe scheduling options including Schedule Assistant and Resource Schedule Optimization (RSO).
- Describe customer assets and how to enable proactive customer asset maintenance by using Connected Field Service.
Describe shared features (20-25% of total marks)
Identify common customer engagement features
- Describe Microsoft Dataverse as the foundation for Dynamics 365 apps.
- Describe the Dynamics 365 customer engagement apps.
- Describe customers and activities.
Describe integration options
- Describe built-in reporting capabilities including dashboards, charts and views.
- Describe Microsoft Teams integration capabilities.
- Describe email capabilities including App for Outlook.
- Describe how Microsoft Excel and Microsoft Word can be used with Dynamics 365 apps.
- Describe options for analysing data by using Power BI.
How to learn the skills for the MB-910 exam
To prepare for the MB-910 exam, look at our MB-910 course which covers all of the above requirements.
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