Exam Name: Microsoft Dynamics 365 Fundamentals (CRM)
Certification Provider: Microsoft
Corresponding Certification: Microsoft Dynamics 365 Fundamentals
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Instant Download Microsoft : MB-910
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Reference: https://docs.microsoft.com/en-us/learn/certifications/exams/mb-910
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Exam MB-910: Microsoft Dynamics 365 Fundamentals (CRM)
This exam covers the features and capabilities of Microsoft Dynamics 365 customer engagement apps.
Candidates for this exam should have general knowledge of or relevant working experience in an Information Technology (IT) environment. They should also have a fundamental understanding of customer engagement principles and business operations.
Part of the requirements for: Microsoft Certified: Dynamics 365 Fundamentals (CRM)
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Microsoft MB-910 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Describe Dynamics 365 Customer Service | 20-25% | - Knowledge base and entitlements - Unified service desk and channels - SLA and routing rules - Key components and use cases - Case management lifecycle |
| Describe Dynamics 365 Field Service | 15-20% | - Inventory and asset management - Work order lifecycle and resource management - Core features and scheduling capabilities - Mobile app and offline functionality |
| Describe Dynamics 365 Sales | 20-25% | - Product catalog, price lists, and unit groups - Quote, order, and invoice lifecycle - Lead and opportunity management processes - Core capabilities and business scenarios - Sales accelerators and forecasting - Business process flows |
| Explore core capabilities of Dynamics 365 customer engagement apps | 15-20% | - Overview of Copilot in customer engagement - Common features and navigation - Integration with Microsoft Power Platform - Data management and reporting basics - Security and access control |
| Describe Dynamics 365 Customer Insights - Journeys (Marketing) | 15-20% | - Capabilities and use cases - Event management features - Lead generation and qualification - Email marketing and customer journeys - Integration with Copilot - Marketing forms, pages, and segments |
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