Microsoft MB-910 Exam Syllabus & Study Guide

At Certs4Success, we provide the most accurate and up-to-date preparation materials for the Microsoft MB-910 Exam. Our content is professionally designed to help you master all the essential topics required to pass the Microsoft MB-910 Exam with confidence and build a strong foundation in Microsoft Dynamics 365 Fundamentals (CRM). If you are planning to clear the Microsoft MB-910 Exam, this detailed syllabus will guide you through all the important domains you need to focus on.

All Exam Topics of Microsoft MB-910 Exam

Topic 1: Describe Dynamics 365 Customer Engagement Apps

• Overview of CRM Apps: Understand core Dynamics 365 CRM applications and their purpose.
• Sales, Customer Service, Marketing: Explore how each module supports customer engagement.
• Unified Interface: Learn how users interact with Dynamics 365 applications.

Topic 2: Describe Dynamics 365 Sales

• Lead Management: Track and manage leads from acquisition to conversion.
• Opportunity Management: Monitor sales pipelines and forecasting.
• Sales Insights: Use AI-driven insights to improve sales performance.

Topic 3: Describe Dynamics 365 Customer Service

• Case Management: Handle customer issues and support requests efficiently.
• Service Level Agreements (SLAs): Manage response times and service quality.
• Omnichannel Support: Deliver customer service across multiple channels.

Topic 4: Describe Dynamics 365 Marketing

• Customer Journeys: Design automated marketing campaigns.
• Email Marketing: Create and manage targeted email campaigns.
• Lead Nurturing: Convert prospects into customers using personalized engagement.

Topic 5: Describe Dynamics 365 Field Service

• Work Orders: Manage service tasks and assignments.
• Resource Scheduling: Optimize technician scheduling and dispatching.
• Mobile Workforce: Support field technicians with mobile tools.

Topic 6: Describe Customer Data and Insights

• Dataverse Overview: Understand how data is stored and managed.
• Customer Profiles: Build unified views of customer information.
• Data Integration: Connect Dynamics 365 with external systems.

Topic 7: Describe Dynamics 365 Collaboration Tools

• Microsoft Teams Integration: Collaborate directly within CRM systems.
• SharePoint Integration: Manage documents and files efficiently.
• Communication Tools: Improve team coordination and productivity.

Topic 8: Describe Security and Compliance in Dynamics 365

• Role-Based Security: Control access using roles and permissions.
• Data Protection: Ensure compliance with privacy regulations.
• Audit Trails: Track user activities and system changes.

Topic 9: Describe Reporting and Analytics

• Dashboards: Visualize business performance metrics.
• Power BI Integration: Create advanced analytics and reports.
• AI Insights: Leverage predictive analytics for better decisions.

Topic 10: Describe Dynamics 365 Ecosystem and Integration

• Power Platform Integration: Understand Power Apps, Power Automate, and Power BI.
• Third-Party Integration: Connect external applications and services.
• Extensibility: Customize and extend Dynamics 365 capabilities.

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