MB-910: Microsoft Certified Dynamics 365 Fundamentals (CRM)

The MB-910: Microsoft Certified Dynamics 365 Fundamentals (CRM) exam is designed for individuals looking to validate their foundational knowledge of Microsoft Dynamics 365 Customer Engagement apps (CRM). This certification is ideal for those who aspire to understand the essential concepts of customer relationship management, including sales, marketing, customer service, and field service.

Key Areas of Focus:

1. Dynamics 365 Fundamentals:

   • Gain a comprehensive understanding of the Dynamics 365 ecosystem.

   • Learn how Dynamics 365 integrates with other Microsoft services such as Azure, Power Platform, and Microsoft 365.

2. Customer Engagement Capabilities:

   • Explore the core components and functionalities of Dynamics 365 Customer Engagement apps.

   • Understand the role of Dynamics 365 in managing customer relationships, sales processes, and service delivery.

3. Sales and Marketing:

   • Dive into the Sales module to learn about lead management, opportunity management, and sales forecasting.

   • Discover how the Marketing module supports campaign management, segmentation, and analytics.

4. Customer Service and Field Service:

   • Understand the Customer Service module's capabilities in case management, service level agreements (SLAs), and knowledge management.

   • Get introduced to the Field Service module, focusing on work orders, resource scheduling, and mobile capabilities.

5. Integration and Reporting:

   • Learn how Dynamics 365 integrates with Power BI for advanced reporting and analytics.

   • Understand the basics of customizing Dynamics 365 with Power Apps and Automate workflows.

Benefits of Certification:

• Career Advancement: Validates your skills and knowledge, enhancing your professional credibility and opening up career opportunities in the CRM domain.

• In-Depth Knowledge: Provides a solid foundation in Dynamics 365 Customer Engagement apps, making you well-prepared for more advanced roles and certifications.

• Practical Skills: Equips you with practical skills to optimize CRM processes, improving customer satisfaction and business efficiency.

Who Should Take This Exam?

• IT Professionals: Looking to expand their understanding of Dynamics 365 CRM capabilities and integrations.

• Business Analysts: Interested in leveraging CRM data to drive business decisions and strategies.

• Sales and Marketing Professionals: Aiming to improve their knowledge of CRM tools to enhance customer interactions and sales performance.

• Customer Service Representatives: Seeking to better manage customer inquiries and deliver exceptional service.

Preparation Resources:

• Microsoft Learn: Access a wide range of learning paths and modules specifically designed for the MB-910 exam.

• Official Study Guide: Utilize the comprehensive study materials and guides provided by Microsoft to ensure a thorough understanding of all exam topics.

• Practice Tests: Take advantage of practice exams to familiarize yourself with the exam format and identify areas for further study.

By earning the MB-910 certification, you'll be recognized as a proficient user of Microsoft Dynamics 365 Customer Engagement apps, equipped with the knowledge to help organizations enhance their CRM processes and customer interactions.