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Microsoft MB-910 Exam Syllabus

Microsoft Dynamics 365 Fundamentals Customer Engagement Apps (CRM)

Last Update May 7, 2024
Total Questions : 143

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MB-910 Exam Details

Microsoft MB-910 Exam Detail

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Microsoft MB-910 Exam Overview :

Exam Name Microsoft Dynamics 365 Fundamentals Customer Engagement Apps (CRM)
Exam Code MB-910
Exam Registration Price $99
Official Information https://docs.microsoft.com/en-us/learn/certifications/exams/mb-910
See Expected Questions Microsoft MB-910 Expected Questions in Actual Exam
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Microsoft MB-910 Exam Topics :

Section Weight Objectives
Describe Dynamics 365 Marketing 10-15% Identify Dynamics 365 Marketing capabilities
  • describe how to target customers by using segments and subscription lists
  • describe thelead generation and qualification process including lead scoring
  • describe customer journeys
  • describe event management features and capabilities
Describe related marketing apps
  • describe the capabilities of LinkedIn Campaign Manager
  • describe the capabilities of Dynamics 365 Customer Voice
  • describe the capabilities of Dynamics 365 Customer Insights including audience insights and experience insights
Describe Dynamics 365 Sales 15-20% Describe the Dynamics 365 Sales lifecycle
  • describe leads and the process for qualifying leads
  • describe the opportunity management process
  • describe the quote lifecycle
  • describe use cases for orders and invoices
  • describe processes and tools used for forecasting sales
Describe related sales apps
  • describe capabilities of Dynamics 365 Sales Insights
  • describe capabilities of LinkedIn Sales Navigator
Describe Dynamics 365 Customer Service 15-20% Describe Dynamics 365 Customer Service components
  • describe cases, queues, and entitlements
  • describe Knowledge Management
  • describe service-level agreements (SLAs)
Describe related customer service apps
  • describe Omnichannel for Customer Service
  • describe Connected Customer Service
  • describe 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
  • describe sources for work orders including cases, opportunities, IoT device sensor alerts, and agreements
  • describe capabilities for the Inspections feature
Describe scheduling capabilities
  • describe resource management capabilities including skills, and proficiency models
  • identify available Universal Resource Scheduling (URS) scheduling options including Schedule Assistant, Resource Schedule Optimization (RSO), and geolocation fortechnicians
  • describe how Dynamics 365 Field Service uses artificial intelligence (AI) to help organizations become more efficient
Describe inventory and asset management capabilities
  • describe inventory management transaction types
  • describe customer assetmanagement and preventive maintenance processes
  • describe options for performing proactive customer asset maintenance by implementing IoT
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
  • identify views and reports that aid a project service company in making decisions
Describe project sales capabilities
  • describe the process for converting leads into projects
  • describe opportunity management and quote management for project-based and product-based quotes
  • describe use cases for project contracts
Describe project planning and resource management capabilities
  • describe allocation methods, tasks, subtasks, and assignments
  • describe time and expenses entry, and entry approvals
  • describe resource skills and proficiency models
  • identify Interactive Gantt charts, Kanban boards, Resource Utilization boards, and Schedule boards
Describe shared features 15-20% Identify common customer engagement features
  • describe customers and activities
  • describe the product catalog
  • describe price lists, discounts, and currencies
  • describe cases
  • describe resources
Describe reporting capabilities
  • describe built-in reporting capabilities including dashboards, charts, views, and Report Wizard
  • describe options for exporting data to Microsoft Excel
  • describe options for analyzing data by using Power BI
Describe integration options
  • describe Microsoft Teams integration capabilities
  • describe use cases for integrating with Microsoft Excel and Microsoft Word
  • describe options for managing documents by using SharePoint Online
  • describe email integration capabilities

Updates in the Microsoft MB-910 Exam Syllabus:

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