MB-910: Microsoft Dynamics 365 Fundamentals (CRM)

As of 20 June 2023

Describe Microsoft Dynamics 365 Marketing (15–20%)

Explore Dynamics 365 Marketing
1 Describe use cases for Dynamics 365 Marketing
2 Describe lead generation and qualification
3 Describe use cases for marketing forms
4 Describe how to target customers by using segments and subscription lists
5 Describe email marketing
6 Describe customer journeys
7 Describe event management features and capabilities
Describe Dynamics 365 Marketing related apps
8 Describe use cases of and capabilities for Customer Insights
9 Describe use cases of Customer Voice for Marketing
Describe Dynamics 365 Sales (15–20%)
Explore Dynamics 365 Sales
10 Describe use cases for Dynamics 365 Sales
11 Describe leads and the process for qualifying leads
12 Describe the opportunity management process
13 Describe the quote lifecycle
14 Describe the order management and invoice management processes
15 Describe use cases for business process flows
Describe Dynamics 365 Sales capabilities and related apps
16 Describe sales pipeline and forecasting concepts
17 Describe use cases for and capabilities of Sales Insights
18 Describe use cases for and capabilities of LinkedIn Sales Navigator
19 Describe use cases for the Dynamics 365 Sales mobile app
Describe Dynamics 365 Customer Service (20–25%)
Explore Dynamics 365 Customer Service
20 Describe use cases for Dynamics 365 Customer Service
21 Describe the functionality for workload management, including basic routing (basic
queues), Unified Routing, and Agent Inbox
22 Describe knowledge management in Dynamics 365 Customer Service
23 Describe the case lifecycle including service-level agreements (SLAs) and
entitlements
Describe Dynamics 365 Customer Service capabilities and related apps
24 Describe Omnichannel for Customer Service
25 Describe reporting and data visualization options in Dynamics 365 Customer Service
26 Describe use cases of Dynamics 365 Customer Voice for Customer Service
 MB-910: Microsoft Dynamics 365 Fundamentals (CRM)
As of 20 June 2023

Describe Dynamics 365 Field Service (15–20%)

Explore Dynamics 365 Field Service
28 Describe use cases for Dynamics 365 Field Service
27 Describe common field service processes
29 Describe the work order lifecycle
30 Describe inspections in Dynamics 365 Field Service
31 Describe the Field Service mobile app
Describe the scheduling capabilities of Dynamics 365 Field Service
32 Describe resource and scheduling processes
33 Describe asset management and customer assets
34 Describe Connected Field Service for Dynamics 365
Explore the core capabilities of Dynamics 365 customer engagement apps (20–25%)
Describe the foundations of Dynamics 365 customer engagement apps
35 Describe use cases for Dynamics 365 customer engagement apps
36 Describe Microsoft Power Platform as it relates to Dynamics 365 customer
engagement apps
37 Describe Microsoft Dataverse as the foundation for Dynamics 365 customer
engagement apps
38 Navigate to and within Dynamics 365 customer engagement apps
Describe shared activities and integration options in Dynamics 365 customer
engagement apps
39 Describe customers and activities
40 Describe search options and filter criteria
41 Describe reporting capabilities including dashboards, charts, and views
42 Describe Microsoft Teams integration
43 Describe Microsoft Outlook integration
44 Describe Microsoft Excel integration