MB-910 Study Guide (Microsoft Dynamics 365 Fundamentals [CRM])

MB-910 Study Guide

How to Prepare for the MB-910 Exam?

Preparing for the MB-910 Microsoft Dynamics 365 Fundamentals (CRM) exam? Don’t know where to start? This post is the MB-910 Study Guide, which helps you to achieve the Microsoft Certified Dynamics 365 Fundamentals (CRM) certification.

This post contains a curated list of articles from Microsoft documentation for each objective of the MB-910 exam. Please share the post within your circles so it helps them to prepare for the exam.

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MB-910 Dynamics 365 Fundamentals Course

LinkedIn Learning (Free trial)Exam Prep: Dynamics 365 Fundamentals
Skylines AcademyDynamics 365 Fundamentals Course
UdemyMicrosoft Dynamics 365 Intro Training Course

MB-910 Dynamics 365 Fundamentals Test

Udemy Practice TestDynamics 365 Fundamentals Practice Tests
Pluralsight (Free trial)Microsoft Dynamics 365: Getting Started
Amazon e-book (PDF)Fundamentals of CRM with Dynamics 365

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Describe Dynamics 365 Marketing (10-15%)

Identify Dynamics 365 Marketing Capabilities

Describe how to target customers by using segments and subscription lists

Create segments to establish target markets

Easy setup for subscription lists

Set up a subscription center

Describe the lead generation and qualification process including lead scoring

What is Lead Generation?

Create lead scoring models

Lead qualification experience in Dynamics 365

The lead lifecycle

Describe customer journeys

Guide your prospects through an interactive customer journey

Create a simple customer journey

Create an interactive customer journey

Describe event management features and capabilities

Event planning and management

Describe Related Marketing Apps

Describe the capabilities of LinkedIn Campaign Manager

Marketing on LinkedIn with Dynamics 365 Marketing

Describe the capabilities of Dynamics 365 Customer Voice

Overview of Dynamics 365 Customer Voice

Introduction to Dynamics 365 Customer Voice

Dynamics 365 Customer Voice demo

Describe the capabilities of Dynamics 365 Customer Insights including audience insights and experience insights

Audience insights for Dynamics 365 Customer Insights overview

Dynamics 365 Customer Insights: An overview

MB-910 Microsoft Dynamics 365 Fundamentals

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Describe Dynamics 365 Sales (15-20%)

Describe the Dynamics 365 Sales Lifecycle

Describe leads and the process for qualifying leads

Dynamics 365 leads overview

Create or edit leads in Dynamics 365 Sales

Lead qualification

Describe the opportunity management process

Dynamics 365 opportunity overview

Opportunity management lifecycle

Manage opportunities in Dynamics 365

Describe the quote lifecycle

Work with and manage quotes

Review a typical sales lifecycle

Describe use cases for orders and invoices

Create or edit invoices in Dynamics 365 Sales

Sales orders in Dynamics 365 Sales

Describe processes and tools used for forecasting sales

Forecasting

Configure forecasts in your organization

Describe Related Sales Apps

Describe capabilities of Dynamics 365 Sales Insights

Overview of Dynamics 365 Sales Insights

Dynamics 365 Sales Insights: Top 10 features

Describe capabilities of LinkedIn Sales Navigator

LinkedIn Sales Navigator

Data validation capabilities of LinkedIn Sales Navigator

Describe Dynamics 365 Customer Service (15-20%)

Describe Dynamics 365 Customer Service Components

Describe cases, queues, and entitlements

Overview of case management

Describe Knowledge Management

Knowledge management overview

Describe service-level agreements (SLAs)

Define service-level agreements in Dynamics 365 Customer Service

Describe Related Customer Service Apps

Describe Omnichannel for Customer Service

Introduction to Omnichannel for Customer Service

Provision Omnichannel for Customer Service

Describe Connected Customer Service

Connected Customer Service

Describe Customer Service Insights

Customer Service Insights overview

Customer Service Insights

Describe Dynamics 365 Field Service (15-20%)

Describe the Work Order Lifecycle

Describe the lifecycle of a work order including work order creation

Create a work order in Dynamics 365 Field Service

Dynamics 365 Field Service Work Order lifecycle

Describe sources for work orders including cases, opportunities, IoT device sensor alerts, and agreements

Dynamics 365 Field Service: Creating new cases

Convert IoT alerts into work orders for Dynamics 365 Field Service

Work with agreements

Describe capabilities for the Inspections feature

Dynamics 365 Field Service inspections

Describe Scheduling Capabilities

Describe resource management capabilities including skills, and proficiency models

Specify skills for resources in Dynamics 365 Field Service

Identify available Universal Resource Scheduling (URS) scheduling options including Schedule Assistant, Resource Schedule Optimization (RSO), and geolocation for technicians

Universal Resource Scheduling for Dynamics 365 Field Service

Overview of the Dynamics 365 Field Service schedule assistant

Resource scheduling optimization for Dynamics 365 Field Service

Enable location tracking

Describe how Dynamics 365 Field Service uses artificial intelligence (AI) to help organizations become more efficient

Use AI in Dynamics 365 Field Service

Using AI to build a modern field service organization

Describe Inventory and Asset Management Capabilities

Describe inventory management transaction types

About transaction types

Describe customer asset management and preventive maintenance processes

Asset servicing in Dynamics 365 Field Service

Asset management overview

Describe options for performing proactive customer asset maintenance by implementing IoT

Connected Field Service

Transform service operations with Connected Field Service

Describe Project Operations (15-20%)

Identify Project Operations Capabilities

Describe project components including contracts, stages, assignments, and fixed price versus time and material estimates versus retainer contracts

Project stages

Project contracts

Bookings vs. assignments

Fixed – time and material contract lines

Advances and retainer-based contracts

Identify views and reports that aid a project service company in making decisions

Reporting home page

View dashboards and reports

Describe Project Sales Capabilities

Describe the process for converting leads into projects

Manage leads

Describe opportunity management and quote management for project-based and product-based quotes

Manage project-based opportunities

Quotes and quote lines

Project quotations

Describe use cases for project contracts

Project contracts

Describe Project Planning and Resource Management Capabilities

Describe allocation methods, tasks, subtasks, and assignments

Booking allocation methods

Task types

Describe time and expenses entry, and entry approvals

Time overview

Expense entry

Approvals overview

Describe resource skills and proficiency models

Skills and proficiency models

Add resource skills

Identify Interactive Gantt charts, Kanban boards, Resource Utilization boards, and Schedule boards

Project Gantt for Dynamics 365 Project Service Automation

Kanban visualization in Dynamics 365

Resource utilization overview

Use the schedule board to book project resources

Describe Shared Features (15-20%)

Identify Common Customer Engagement Features

Describe customers and activities

Define an activity

Use activities in Dynamics 365 Customer Engagement

Describe the product catalog

Dynamics 365 product catalog overview

Set up a product catalog walkthrough

Describe price lists, discounts, and currencies

Price lists

Set up the product catalog

Describe cases

What’s a case?

Describe resources

Define resource capabilities

Describe Reporting Capabilities

Describe built-in reporting capabilities including dashboards, charts, views, and Report Wizard

Dashboards & charts in Dynamics 365 Customer Engagement

Run reports

Use Report wizard

Describe options for exporting data to Microsoft Excel

Export to Excel worksheet from Dynamics 365 Customer Engagement

Describe options for analyzing data by using Power BI

Analyze data with Power BI

Analyze Dynamics 365 sales data

Describe Integration Options

Describe Microsoft Teams integration capabilities

Considerations for Teams integration

Describe use cases for integrating with Microsoft Excel and Microsoft Word

Office integration overview

Office integration tutorial

Describe options for managing documents by using SharePoint Online

Set up customer engagement apps to use SharePoint Online

Manage SharePoint documents in Dynamics 365 Customer Engagement

Describe email integration capabilities

Email integration with Dynamics 365 Customer Engagement

Integrate (synchronize) your email system

This brings us to the end of the MB-910 Microsoft Dynamics 365 Fundamentals (CRM) study guide.

What do you think? Let me know in the comments section if I have missed out on anything. Also, I love to hear from you about how your preparation is going on!

In case you are preparing for other Microsoft Dynamics 365 certification exams, check out the Microsoft Dynamics 365 study guide for those exams.

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