MB-910: Microsoft Dynamics 365 Fundamentals (CRM)

MB-910: Microsoft Dynamics 365 Fundamentals (CRM) is an exam offered by Microsoft that validates a candidate’s foundational knowledge and understanding of the core concepts and capabilities of Microsoft Dynamics 365 Customer Engagement (CRM). This certification exam is designed for individuals who are interested in pursuing a career in sales, marketing, customer service, or any role that involves working with Dynamics 365 CRM.

Here’s a detailed breakdown of the key topics covered in the MB-910 exam:

1. Introduction to Microsoft Dynamics 365 Customer Engagement (20-25%):
   • Understand the benefits and features of Dynamics 365 Customer Engagement.
   • Explore the various editions and deployment options available.
   • Learn about the components and entities within Dynamics 365.
2. Sales (15-20%):
   • Understand the sales management process and key sales entities in Dynamics 365.
   • Learn about lead and opportunity management, including qualification and conversion.
   • Explore the sales order process and the integration with other modules.
3. Marketing (15-20%):
   • Understand the marketing capabilities of Dynamics 365, including marketing lists and campaigns.
   • Learn about lead generation and management.
   • Explore email marketing, segmentation, and customer journey management.
4. Customer Service (15-20%):
   • Understand the customer service capabilities in Dynamics 365.
   • Learn about case management and the knowledge base.
   • Explore the service level agreements (SLAs) and queues.
5. Universal Resource Scheduling (10-15%):
   • Understand the capabilities of Universal Resource Scheduling (URS) in Dynamics 365.
   • Learn how to schedule and manage resources such as staff, equipment, and facilities.
6. Dynamics 365 Insights (5-10%):
   • Understand the reporting and analytics capabilities of Dynamics 365.
   • Learn how to create and customize dashboards and reports.
7. Dynamics 365 Power Platform (10-15%):
   • Understand the integration and capabilities of the Power Platform with Dynamics 365.
   • Explore the use of Power Apps, Power Automate, and Power BI.
8. Security and Compliance (10-15%):
   • Learn about the security features and settings in Dynamics 365.
   • Understand the compliance and data protection regulations.

The MB-910 exam consists of multiple-choice questions, and passing this exam demonstrates a candidate’s foundational knowledge of Microsoft Dynamics 365 Customer Engagement (CRM) and their ability to apply the concepts to real-world scenarios.

Obtaining the MB-910 certification can benefit individuals looking to kickstart their career in Dynamics 365 CRM, as it provides a solid foundation for more advanced Dynamics 365 certifications and job roles involving sales, marketing, customer service, or system administration in the Dynamics 365 ecosystem.