Exam Quick Facts
| Detail | Value |
|---|---|
| Exam Code | MB-910 |
| Title | Microsoft Dynamics 365 Fundamentals (CRM) |
| Level | Fundamentals |
| Pass Score | 700 / 1000 |
| Duration | 45 minutes |
| Questions | ~40-60 |
| Cost | $99 USD (varies by region) |
| Scheduling | Pearson VUE |
| Skills Updated | December 17, 2024 |
Study Resources
| Resource | Link |
|---|---|
| Official Exam Page | Microsoft Learn — MB-910 |
| Official Study Guide | Microsoft Study Guide |
| Free Practice Assessment | Start Practice Assessment |
| Exam Sandbox | Try the exam interface |
Skills at a Glance
| Skill Area | Weight |
|---|---|
| Describe Dynamics 365 Customer Insights | 15-20% |
| Describe Dynamics 365 Sales | 20-25% |
| Describe Dynamics 365 Customer Service | 20-25% |
| Describe Dynamics 365 Field Service | 15-20% |
| Explore the core capabilities of customer engagement apps in Dynamics 365 | 15-20% |
Who is this exam for?
This Dynamics 365 certification covers Microsoft’s business applications platform. It tests your ability to configure, customise, and manage Dynamics 365 solutions for specific business functions. This is a fundamentals-level exam — no hands-on experience is required, though basic IT knowledge helps.
This exam was retired on 2025-12-31. Consider Role-based D365 certs as the replacement path.
Skills Measured
Describe Dynamics 365 Customer Insights (15–20%)
This domain covers the skills needed to work with the topics described below. Study each objective carefully and use the linked resources to deepen your understanding.
Explore Customer Insights - Journeys
- Describe use cases for Customer Insights - Journeys
- Describe lead generation and qualification
- Describe use cases for marketing forms
- Describe how to target customers by using segments
- Describe email marketing
- Describe customer journeys
- Describe event management features and capabilities
- Describe how to use Microsoft 365 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
Describe Dynamics 365 Sales (20–25%)
This domain covers the skills needed to work with the topics described below. Study each objective carefully and use the linked resources to deepen your understanding.
Explore Sales
- Describe use cases for Sales
- Describe leads and the process for qualifying leads
- Describe the opportunity management process
- Describe the quote lifecycle
- Describe the order management and invoice management processes
- Describe use cases for guided selling including business process flows
- Describe the product catalog, prices list, and unit groups
- Describe Microsoft 365 Copilot in Sales
- Describe the Sales accelerator
Describe Sales capabilities and related apps
- Describe sales pipeline and forecasting concepts
- Describe use cases for and capabilities of Sales Insights features
- Describe use cases for and capabilities of LinkedIn Sales Insights
- Describe use cases for the Dynamics 365 Sales mobile app
- Describe Microsoft 365 Copilot for Sales
Describe Dynamics 365 Customer Service (20–25%)
This domain covers the skills needed to work with the topics described below. Study each objective carefully and use the linked resources to deepen your understanding.
Explore Customer Service
- Describe use cases for 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
- Describe the case lifecycle including service-level agreements (SLAs) and entitlements
- Describe use cases for Copilot in Customer Service
Describe Customer Service capabilities and related apps
- Describe Omnichannel for Customer Service
- Describe reporting and data visualization options in Customer Service
- Describe use cases for agent productivity tools
Describe Dynamics 365 Field Service (15–20%)
This domain covers the skills needed to work with the topics described below. Study each objective carefully and use the linked resources to deepen your understanding.
Explore Field Service
- Describe use cases for Field Service
- Describe the work order lifecycle
- 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 management and scheduling processes
- Describe asset management and customer assets
- Describe Connected Field Service for Dynamics 365
Explore the core capabilities of customer engagement apps in Dynamics 365 (15–20%)
This domain covers the skills needed to work with the topics described below. Study each objective carefully and use the linked resources to deepen your understanding.
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
What to Study Next
Based on this exam, here are related certifications to consider:
- MB-210: Microsoft Dynamics 365 Sales Functional Consultant — Associate
- MB-230: Microsoft Dynamics 365 Customer Service Functional Consultant — Associate
- PL-900: Microsoft Power Platform Fundamentals — Fundamentals