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This exam measures your ability to describe the following: Dynamics 365 Marketing; Dynamics 365 Sales; Dynamics 365 Customer Service; Dynamics 365 Field Service; Project Operations; and shared features.
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| Number of Questions | 40-60 |
| Exam Code | MB-910 |
| Exam Price | $99 (USD) |
| Schedule Exam | Pearson VUE |
| Passing Score | 700 / 1000 |
| Books / Training | MB-910T00: Microsoft Certified: Dynamics 365 Fundamentals (CRM) |
| Exam Name | Microsoft Certified - Dynamics 365 Fundamentals (CRM) |
| Sample Questions | Microsoft Dynamics 365 Fundamentals (CRM) Sample Questions |
| Duration | 60 mins |
This exam covers the features and capabilities of Microsoft Dynamics 365 customer engagement apps.
Candidates for this exam should have general knowledge of or relevant working experience in an Information Technology (IT) environment. They should also have a fundamental understanding of customer engagement principles and business operations.
Part of the requirements for: Microsoft Certified: Dynamics 365 Fundamentals (CRM)
Microsoft MB-91 Certification Reference
Reference: https://docs.microsoft.com/en-us/learn/certifications/exams/mb-910
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Describe Dynamics 365 Customer Service | 20-25% | - Case management lifecycle - SLA and routing rules - Knowledge base and entitlements - Key components and use cases - Unified service desk and channels |
| Topic 2: Describe Dynamics 365 Customer Insights - Journeys (Marketing) | 15-20% | - Integration with Copilot - Lead generation and qualification - Capabilities and use cases - Email marketing and customer journeys - Event management features - Marketing forms, pages, and segments |
| Topic 3: Describe Dynamics 365 Sales | 20-25% | - Business process flows - Product catalog, price lists, and unit groups - Quote, order, and invoice lifecycle - Lead and opportunity management processes - Sales accelerators and forecasting - Core capabilities and business scenarios |
| Topic 4: Describe Dynamics 365 Field Service | 15-20% | - Mobile app and offline functionality - Work order lifecycle and resource management - Inventory and asset management - Core features and scheduling capabilities |
| Topic 5: Explore core capabilities of Dynamics 365 customer engagement apps | 15-20% | - Overview of Copilot in customer engagement - Security and access control - Common features and navigation - Data management and reporting basics - Integration with Microsoft Power Platform |
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