[Certs 4 Success: MB-910 Dynamics 365 Fundamentals (CRM)]

[Hanry Hackle]

Topic 1: Dynamics 365 Customer Insights​

Focuses on personalizing the customer journey. You’ll learn about Customer Insights - Journeys for marketing automation and Customer Insights - Data for creating unified, 360-degree customer profiles and segments.

Topic 2: Dynamics 365 Sales​

Covers the core "Lead-to-Cash" lifecycle. Key areas include managing Leads and Opportunities, generating Quotes and Orders, and leveraging automation tools like the Sales Accelerator to optimize productivity.

Topic 3: Dynamics 365 Customer Service​

Emphasizes post-sales support and retention. Master the Case Lifecycle, Knowledge Management for agent efficiency, and the use of Entitlements and SLAs to track service level commitments.

Topic 4: Dynamics 365 Field Service​

Manages on-site service operations. This includes creating and dispatching Work Orders, managing Resource Scheduling, and maintaining Customer Assets through proactive or preventative service.

Topic 5: Core Capabilities & Integration​

The foundation of the CRM suite. This explores the Microsoft Dataverse, shared activities (like tasks and emails), and integration with tools like Microsoft Teams, Outlook, and Power BI.

The MB-910: Microsoft Dynamics 365 Fundamentals Customer Engagement Apps (CRM) exam validates your knowledge of how Microsoft’s CRM suite drives business value. Below is a concise overview of the core topics as outlined on Certs 4 Success:

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Exam Focus: The MB-910 is a fundamentals exam. It prioritizes the business use cases and the specific value each app provides to an organization over deep technical configuration.