MB-910 Microsoft Dynamics 365 Fundamentals (CRM) Exam Prep

Topic 1 Foundations of Dynamics 365 customer engagement apps 

• Customer relationship management
• Microsoft Power Platform and Dynamics 365 customer engagement apps
• Microsoft Dataverse and Dynamics 365 customer engagement app
• Use cases for Dynamics 365 customer engagement apps
• Navigate to and within Dynamics 365 customer engagement apps

Topic 2 Shared activities and integration options in Dynamics 365 customer engagement apps 

• Customers and activities
• Exercise: Manage customers and activities
• Search criteria and filters
• Reporting capabilities including charts, dashboards, and views
• Excel integrations
• Microsoft Teams integration
• Outlook integration

Topic 3 Explore Dynamics 365 Customer Insights – Journeys 

• Use cases for Dynamics 365 Customer Insights - Journeys
• Dynamics 365 Customer Insights - Journeys business scenario
• Email marketing
• How to target customers by using marketing lists and segments
• Describe customer journeys
• Describe lead generation and qualification
• Describe use cases for marketing forms
• Describe event management features and capabilities

Topic 4 Describe Dynamics 365 Customer Insights - Data and Dynamics 365 Customer Voice 

• Explore a Dynamics 365 Customer Insights - Data business scenario
• Use cases for and capabilities of Dynamics 365 Customer Insights - Data
• Use cases for and capabilities of Dynamics 365 Customer Voice

Topic 5 Explore Dynamics 365 Sales 

• Describe use cases for Dynamics 365 Sales
• Review the sales lifecycle
• Explore a Dynamics 365 Sales business scenario
• Describe leads and the process for qualifying leads
• Describe the opportunity management process
• Exercise: Lab: Work with leads and opportunities
• Describe Dynamics 365 Sales business process flows
• Describe sales order processing

Topic 6 Describe Dynamics 365 Sales capabilities and related apps 

• Identify additional Dynamics 365 Sales capabilities and related apps
• Explore a Dynamics 365 Sales related apps business scenario
• Describe sales pipeline and forecasting concepts
• Describe use cases for and capabilities of Sales Insights
• Describe use cases for and capabilities of LinkedIn Sales Navigator
• Describe the Dynamics 365 Sales mobile app
• Describe Microsoft Sales Copilot

Topic 7 Explore Dynamics 365 Customer Service 

• Use cases for Dynamics 365 Customer Service
• Explore a Dynamics 365 Customer Service business scenario
• Case lifecycle including service-level agreements (SLAs) and entitlements
• Functionality for workload management
• Dynamics 365 Customer Service business process flows
• Knowledge management in Dynamics 365 Customer Service

Topic 8 Describe Dynamics 365 Customer Service capabilities and related apps

• Dynamics 365 Customer Service-related apps business scenario8 min
• Omnichannel for Customer Service12 min
• Reporting and data visualization options in Dynamics 365 Customer Service5 min
• Dynamics Customer Voice use cases for customer service

Topic 9 Explore Dynamics 365 Field Service 

• Describe use cases for Dynamics 365 Field Service
• Explore a Dynamics 365 Field Service business scenario
• Describe the work order lifecycle
• Describe inspections in Dynamics 365 Field Service
• Describe the Dynamics 365 Field Service mobile app

Topic 10 Describe Dynamics 365 Field Service scheduling capabilities and related apps

• Describe resource and scheduling processes
• Explore a Dynamics 365 Field Service-related apps business scenario
• Describe asset management and customer assets
• Describe Connected Field Service for Dynamics 365

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