MB-910: Microsoft Dynamics 365 Fundamentals (CRM)

Skills at a glance

• 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%)

Describe Dynamics 365 Customer Insights (15–20%)

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%)

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%)

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%)

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%)

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