Microsoft MB-910 exam – detailed requirements

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:

  1. Describe Dynamics 365 Marketing.
  2. Describe Dynamics 365 Sales.
  3. Describe Dynamics 365 Customer Service.
  4. Describe Dynamics 365 Field Service.
  5. 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, which covers all of the above requirements.

I do data… and so can you!