Your Complete Guide to the MB-910: Dynamics 365 CRM Certification

The MB-910 exam, officially titled Microsoft Dynamics 365 Fundamentals (CRM), is designed to validate a foundational understanding of customer engagement applications within the Dynamics 365 suite. This exam serves as an essential entry point for individuals seeking to begin a career involving CRM systems, particularly in customer service, sales, marketing, and field service roles.

As digital transformation continues across industries, organizations are placing increasing importance on customer relationship management platforms. Microsoft Dynamics 365 has emerged as a popular choice due to its seamless integration with other Microsoft services, scalability, and advanced capabilities. Understanding the core functionalities of these applications is crucial not only for IT professionals but also for salespeople, marketers, business analysts, and customer service representatives.

The MB-910 exam assesses your knowledge of the customer engagement components within Dynamics 365, including how they interconnect and support business processes. While it is not a technical exam that dives deep into configuration or customization, it does expect candidates to comprehend essential business functionalities and how they are supported by the Dynamics 365 ecosystem.

Why the MB-910 Certification Matters

Obtaining the Microsoft Certified: Dynamics 365 Fundamentals certification by passing the MB-910 exam can be a significant asset to your professional profile. In today’s competitive job market, organizations are seeking professionals who not only have technical skills but also understand how business applications function within real-world scenarios.

This certification signals to employers that you understand how Microsoft Dynamics 365 applications work to support customer-facing business processes. It’s also a stepping stone to more advanced certifications, such as those in the Dynamics 365 Sales Functional Consultant or Customer Service Functional Consultant paths.

For those transitioning into CRM roles or individuals coming from non-technical backgrounds, the MB-910 provides a structured way to build foundational knowledge. It covers a range of customer engagement apps, giving a high-level overview without requiring extensive prior experience or deep technical expertise.

Who Should Take the MB-910 Exam?

The MB-910 is intended for a wide range of professionals who work directly or indirectly with customer engagement systems. It is especially relevant for:

Sales professionals need to understand the tools available for managing leads, opportunities, and sales forecasting.
Marketing professionals are seeking to engage customers across multiple channels using automation and campaign management tools.
Customer service representatives who interact with clients, resolve issues, and manage service levels.
Business analysts are responsible for evaluating business performance and recommending improvements using Dynamics 365 reporting and data analysis features.
Project managers and decision-makers are exploring Dynamics 365 for their organization’s CRM needs.
Newcomers to Dynamics 365 include career changers or students entering the enterprise software space.

Unlike more advanced Dynamics 365 certifications, the MB-910 has no formal prerequisites. It is designed to be accessible and beginner-friendly, making it an excellent choice for those new to the Microsoft ecosystem or enterprise business applications in general.

Core Topics Covered in the MB-910 Exam

The MB-910 exam content is organized into several focus areas, each aligned with specific customer engagement applications. Understanding the breadth and purpose of these apps is crucial for success in the exam and, more importantly, for applying this knowledge in a business context.

Dynamics 365 Marketing

This section explores how organizations use Microsoft Dynamics 365 Marketing to plan, execute, and analyze marketing campaigns. Topics include email marketing, customer segmentation, social media integration, lead generation, and event management.

You will learn how the platform helps marketers track customer interactions across channels, score leads based on behavior, and nurture them through automated journeys. The importance of real-time analytics and dashboards for campaign performance tracking is also highlighted.

Understanding these tools is essential not only for marketers but also for anyone involved in lead management and customer acquisition.

Dynamics 365 Sales

The sales application in Dynamics 365 is designed to help sales teams manage customer relationships, close deals faster, and build loyalty. It includes features like opportunity management, sales forecasting, product catalogs, and sales insights.

Candidates will need to understand how Dynamics 365 Sales helps streamline the sales process from lead to cash. The role of pipeline visibility, collaborative selling, and productivity tools like Outlook and Teams integration will also be part of the exam.

This section is especially valuable for sales managers and professionals looking to leverage CRM tools to improve conversion rates and customer engagement.

Dynamics 365 Customer Service

Customer service is a major area within the Dynamics 365 suite. This part of the exam focuses on case management, knowledge base articles, SLAs, entitlements, queues, and routing rules.

You’ll gain insights into how organizations can use Dynamics 365 to provide personalized and timely customer service. The platform supports agents with intelligent suggestions, embedded knowledge, and omnichannel communication capabilities, including chat, voice, and email.

Understanding the fundamentals of customer service processes and how Dynamics 365 enables efficient resolution is key for service agents, supervisors, and support analysts.

Dynamics 365 Field Service

Dynamics 365 Field Service addresses the challenges of managing resources and operations outside of the traditional office. This section includes scheduling, work order lifecycle, inspections, asset tracking, and inventory management.

The exam will test your understanding of how field service operations can be optimized using Dynamics 365. You will explore concepts like preventive maintenance, connected devices (IoT), and mobile capabilities that empower technicians in the field.

This is relevant for organizations in utilities, manufacturing, healthcare, and any industry that relies on service appointments or remote troubleshooting.

Core Platform Capabilities

In addition to the specific apps, MB-910 includes content related to shared services and core platform features across Dynamics 365 applications. These include the Microsoft Power Platform, Dataverse, and integration tools.

You will explore how data is stored, secured, and shared across apps using Dataverse. Additionally, this part of the exam includes reporting tools like dashboards and charts, activity management, and integration with Excel, Outlook, and Microsoft Teams.

Having a clear understanding of these core capabilities provides context for how the different apps interconnect and share data across business units.

Getting Started with Preparation

Preparing for the MB-910 exam doesn’t require a technical background, but a solid understanding of business processes and how they map to Dynamics 365 applications is necessary. Since the exam content covers multiple modules, a structured study plan is helpful.

Begin by reviewing the official Microsoft Learn modules for each Dynamics 365 app included in the exam. These self-paced resources are designed specifically for exam preparation and often include hands-on labs and knowledge checks.

Practice exams and scenario-based learning will help reinforce your understanding. While memorizing features and terminology can be useful, it’s more important to understand how these features solve real-world business problems. Focus on customer engagement scenarios where sales, marketing, and support roles interact using Dynamics 365 tools.

Time management during preparation is also key. Allocate study sessions to each section and ensure you are comfortable with the basic workflows and capabilities of each application. Engage with community forums, study groups, and user communities to stay motivated and learn from others.

The MB-910 Microsoft Dynamics 365 Fundamentals (CRM) exam is an excellent starting point for anyone looking to build or advance a career in customer engagement. It provides a broad overview of how Dynamics 365 applications support sales, marketing, customer service, and field service functions.

Earning this certification demonstrates your ability to understand core business processes and how Microsoft’s tools support them in a modern, integrated environment. Whether you are aiming to enter a new role, strengthen your resume, or simply gain knowledge of Microsoft’s CRM solutions, this exam sets a strong foundation.

In this series, we will dive deeper into Dynamics 365 Marketing and Sales, exploring the features, workflows, and business value each module brings to customer engagement initiatives.

Understanding Dynamics 365 Marketing

Microsoft Dynamics 365 Marketing is designed to help businesses attract, engage, and nurture leads across multiple channels. It provides marketing automation tools, campaign management features, and data analytics capabilities that enable organizations to build meaningful customer relationships and measure campaign performance effectively.

The MB-910 exam requires you to understand how Dynamics 365 Marketing supports the customer journey and aligns marketing efforts with sales goals. It doesn’t expect you to configure or customize the platform but instead to grasp its functionality and purpose in a business environment.

Core Features of Dynamics 365 Marketing

One of the most essential components of Dynamics 365 Marketing is customer journey orchestration. This allows marketers to design personalized customer experiences based on behavior and preferences. These journeys are composed of email triggers, web interactions, event registrations, form submissions, and more. Using predefined triggers and conditions, organizations can nurture leads automatically without manual intervention.

The platform also includes email marketing tools that enable users to create, send, and track professional email campaigns. Marketers can use templates or custom designs and apply segmentation to target the right audience. Real-time performance metrics such as open rates, click-through rates, and bounce rates are available to evaluate campaign effectiveness.

Another important feature is lead scoring. Based on actions taken by a contact (such as email clicks, form submissions, or website visits), the system assigns scores to help sales and marketing teams prioritize follow-up. These scores can be customized and adjusted based on campaign performance and evolving business goals.

Event management is also part of the platform, allowing users to plan webinars, live events, and hybrid experiences. Registrations, attendance tracking, feedback collection, and follow-up messaging are all handled through the system.

Lastly, customer segmentation is critical. Marketers can create dynamic segments using filters, demographics, or behavioral data. Segmentation ensures content is personalized and relevant, improving conversion rates and engagement.

Integration with Other Microsoft Tools

A major strength of Dynamics 365 Marketing lies in its integration with Microsoft Teams, Power BI, and Microsoft Forms. Teams allows for coordination between marketing and sales teams, Power BI supports data visualization and reporting, and Forms allows for quick collection of customer information.

This seamless ecosystem enhances productivity, keeps data consistent, and ensures that different departments work together toward shared goals. Candidates taking the MB-910 exam should understand these integrations and how they support marketing effectiveness.

Real-World Use Cases

Businesses use Dynamics 365 Marketing to automate and measure multi-channel campaigns. A retail company, for example, might design a journey to welcome new newsletter subscribers, provide them with exclusive offers, and nudge them toward a purchase. An educational institution might use it to invite prospective students to webinars and open days, followed by a survey to gauge interest.

By tracking each step in the journey, businesses can optimize their strategies, measure ROI, and respond quickly to customer behavior. These use cases demonstrate how Dynamics 365 Marketing supports personalized, scalable marketing initiatives.

Diving into Dynamics 365 Sales

Dynamics 365 Sales empowers organizations to manage relationships, drive sales productivity, and improve pipeline visibility. It supports the sales cycle from lead generation to opportunity closure, offering tools that enhance decision-making and collaboration.

For the MB-910 exam, a key objective is to recognize how Dynamics 365 Sales enables sales teams to be more effective and strategic. The exam will test your understanding of the basic sales lifecycle and the role of different features in managing it.

Lead and Opportunity Management

Sales professionals begin by managing leads, which represent potential customers who have shown interest in a product or service. Leads can be generated through marketing campaigns, social media, website forms, or manual entry. Dynamics 365 Sales helps qualify these leads based on set criteria, ensuring that only promising prospects are pursued further.

Once a lead is qualified, it’s converted into an opportunity. Opportunities are more detailed and typically include associated contacts, accounts, products, pricing information, and expected close dates. Salespeople track these opportunities through various stages—such as proposal, negotiation, and closing—allowing them to focus on deals most likely to close.

The system also provides pipeline management tools that give users an overview of all active deals. With drag-and-drop functionality and visual indicators, sales managers can quickly understand performance, identify bottlenecks, and forecast revenue.

Product Catalogs and Price Lists

Another important aspect is the product catalog, which helps sales teams offer the right products at the right price. Users can access structured product lists with associated prices, discounts, and descriptions. The system can apply price lists based on customer segments, regions, or deal sizes.

By automating this process, Dynamics 365 ensures accuracy and speeds up quoting and proposal creation. For the MB-910 exam, understanding how these tools support the sales workflow is critical.

Relationship Management and Insights

Dynamics 365 Sales is not just a transaction tool—it’s also a relationship management platform. It offers insights into customer behavior, historical interactions, and potential upsell or cross-sell opportunities. Using AI-driven suggestions, salespeople can be alerted about risks, recommended next actions, or reminders about important customer milestones.

Sales Insights leverages machine learning to help teams prioritize deals and tailor their outreach. This includes predictive scoring, sentiment analysis, and conversation intelligence for tracking engagement during meetings and calls.

These capabilities help teams work smarter, not harder. They can focus on high-impact tasks and ensure they’re reaching the right people with the right message.

Collaboration and Productivity

Integration with Outlook allows for tracking emails and appointments directly within Dynamics 365. Users can link emails to specific leads or opportunities, ensuring communication is logged automatically. Integration with Microsoft Teams supports real-time collaboration, allowing team members to co-author documents, share notes, and hold virtual meetings without leaving the CRM environment.

In addition, Dynamics 365 Sales integrates with Excel, enabling quick data exports for analysis or reporting. This blend of productivity tools enhances user adoption and ensures that the CRM becomes a central hub for all sales-related activities.

Forecasting and Performance Tracking

For sales managers, forecasting tools in Dynamics 365 provide visibility into future revenue. By aggregating data from open opportunities, the system can generate projections that guide strategic decisions. It also enables comparison of actual performance against targets, helping managers assess progress and identify gaps.

Using dashboards and visualizations, teams can track KPIs like win rates, average deal size, sales cycle length, and lead response time. These insights are crucial for continuous improvement and ensure that sales strategies remain aligned with business objectives.

Real-World Sales Scenarios

Imagine a B2B software company that receives hundreds of leads each month. Dynamics 365 Sales helps them qualify leads quickly, assign them to account managers, and track each opportunity’s progress. Using AI insights, they know when to follow up, which deals are at risk, and how to personalize their approach. Managers use dashboards to review team performance and make data-driven decisions in weekly meetings.

These real-world scenarios reflect the importance of CRM systems in modern selling environments, and the MB-910 exam emphasizes this practical understanding.

Key Differences Between Marketing and Sales in Dynamics 365

While Dynamics 365 Marketing and Sales are closely integrated, each serves a distinct role in the customer engagement lifecycle. Marketing focuses on lead generation and nurturing, whereas Sales handles lead qualification and conversion. Understanding how these two work together is a key exam requirement.

For example, a marketing campaign might generate 100 leads from a webinar. Those leads are automatically scored and passed to the sales team once they meet a threshold. The sales team then qualifies the leads, engages with them, and works to close deals. This flow illustrates how Dynamics 365 supports a seamless handoff between departments, improving conversion rates and customer satisfaction.

Preparing for This Section of the MB-910 Exam

To prepare for the Marketing and Sales sections of the MB-910 exam:

Use Microsoft Learn modules to explore features and scenarios in detail.
Watch demo videos to understand real-time workflows and system navigation.
Focus on the business value of each tool rather than technical configuration.
Review customer journey examples, lead scoring models, and opportunity lifecycle stages.
Practice mapping common business challenges (e.g., low lead conversion) to features in Dynamics 365.

By mastering these topics, you’ll be well-equipped to answer scenario-based questions on how Dynamics 365 supports the sales and marketing process.

Dynamics 365 Marketing and Sales are essential pillars of Microsoft’s customer engagement strategy. They help organizations build brand awareness, nurture leads, and convert prospects into loyal customers through coordinated, data-driven processes.

For MB-910 exam candidates, understanding these applications is critical. By focusing on features, workflows, integrations, and business impact, you’ll gain both the knowledge to pass the exam and the insight to use these tools effectively in a real-world setting.

In this series, we’ll explore Dynamics 365 Customer Service and Field Service, including their key features, use cases, and how they empower organizations to deliver exceptional customer support.

Introduction to Dynamics 365 Customer Service and Field Service

Customer expectations have shifted dramatically over the past decade. Today’s customers expect fast, personalized, and seamless support across channels. To meet these expectations, businesses must have robust tools for managing service interactions and ensuring consistent follow-through.

Microsoft Dynamics 365 offers two major applications focused on service: Customer Service and Field Service. Each plays a unique role in the customer experience. Dynamics 365 Customer Service focuses on in-office and remote customer support, while Dynamics 365 Field Service extends service capabilities to technicians operating in the field.

Understanding how these tools work—and how they support customer-centric business processes—is essential for passing the MB-910 exam and for contributing to a customer-focused organization.

Dynamics 365 Customer Service Overview

Dynamics 365 Customer Service is designed to help organizations deliver fast and effective customer support across a wide range of channels. It includes features for case management, knowledge management, omnichannel engagement, and service-level tracking. These capabilities support agents in resolving issues efficiently while enhancing customer satisfaction and loyalty.

Case Management

The core of the Customer Service application is case management. A case represents a customer issue, request, or inquiry. Cases can be created manually by an agent or automatically through emails, web forms, phone calls, or chatbots.

Each case includes important details such as the customer’s information, issue description, priority level, and service history. As the case moves through its lifecycle, agents can update its status, assign it to other team members, and record interactions.

Understanding how case management works is fundamental to the MB-910 exam. You should know how cases are created, routed, escalated, and resolved, and how the system tracks the process from beginning to end.

Knowledge Management

Efficient customer service relies on the availability of accurate and up-to-date information. Dynamics 365 Customer Service includes knowledge management capabilities, allowing organizations to create and maintain articles that agents can use to resolve issues.

These articles may include FAQs, troubleshooting steps, or process documentation. When working on a case, agents can quickly search the knowledge base and link relevant articles to the case or send them to customers.

Knowledge articles improve first-call resolution rates and ensure consistency across the support team. The MB-910 exam covers the role of knowledge management in customer service workflows and the benefits of a well-maintained knowledge base.

Omnichannel Engagement

Modern customers interact with businesses through various channels—email, web chat, SMS, phone, and social media. Dynamics 365 Customer Service supports omnichannel engagement, allowing agents to communicate with customers across multiple platforms from a unified interface.

Omnichannel capabilities help ensure that no matter how a customer reaches out, their issue can be tracked, managed, and resolved through a single view. The system also maintains a history of interactions, helping agents pick up where others left off.

This functionality is critical for organizations with high volumes of inquiries or those that prioritize customer convenience. In the exam, you may encounter scenarios involving chat, email, or phone interactions and how agents use Dynamics 365 to manage them.

Service Level Agreements (SLAs)

Service Level Agreements (SLAs) are formal commitments to respond to or resolve issues within specific timeframes. Dynamics 365 Customer Service allows organizations to define SLAs for different case types or customers, track compliance, and escalate when deadlines are missed.

Agents can see timers on cases, showing how much time is left to meet SLA goals. If thresholds are breached, the system can trigger automated workflows or send alerts to supervisors.

Understanding how SLAs are configured and enforced in Dynamics 365 is another topic covered in the MB-910 exam. SLAs play a critical role in ensuring timely and effective support.

Analytics and Dashboards

Agents and managers can monitor performance through built-in dashboards and analytics. These tools provide insights into metrics like case resolution time, agent productivity, SLA compliance, and customer satisfaction scores.

By using these insights, support teams can identify areas for improvement, allocate resources more effectively, and ensure a consistent customer experience.

Real-World Scenarios for Dynamics 365 Customer Service

Consider a telecommunications company that receives thousands of support requests daily. Customers contact support via email, phone, and live chat. With Dynamics 365, the company routes inquiries automatically, ensures agents have access to relevant knowledge, and tracks SLA commitments.

Another example is a government agency using Dynamics 365 to manage citizen service requests. Agents can access prior cases, use AI-powered suggestions, and generate reports for transparency and accountability.

These examples illustrate how Dynamics 365 Customer Service can streamline operations and improve customer satisfaction.

Introduction to Dynamics 365 Field Service

While Customer Service focuses on office-based support, Dynamics 365 Field Service enables organizations to manage field operations—where technicians provide service at customer locations. This includes dispatching, scheduling, work orders, asset management, and mobile capabilities.

The MB-910 exam tests your understanding of how Field Service helps businesses deliver efficient, consistent service in the field and how it integrates with the broader Dynamics 365 ecosystem.

Work Order Lifecycle

At the heart of Field Service is the work order—a formal service request. Work orders contain detailed information such as the issue type, service location, customer details, required parts, estimated duration, and assigned technician.

The work order lifecycle starts with creation, followed by scheduling, execution, and closure. Each stage may involve different team members and updates. Field Service ensures visibility into this process and helps prevent delays or missed appointments.

In the exam, you’ll need to understand the stages of a work order and how they are tracked and managed in the system.

Resource Scheduling and Optimization

Efficient scheduling is essential for field service operations. Dynamics 365 includes a scheduling engine that allows dispatchers to assign jobs based on technician availability, location, skills, and equipment.

The schedule board provides a visual interface where dispatchers can view appointments, assign work, and adjust resources in real time. The system can also suggest the best technician for a job using AI and routing algorithms.

This functionality improves efficiency, reduces travel time, and ensures that the right technician is assigned to each job.

Asset and Inventory Management

Field Service includes tools for managing customer assets, such as HVAC systems, machinery, or electrical panels. Each asset can be tracked with details about installation date, maintenance history, and warranty status.

Technicians also manage inventory, including parts and tools. Dynamics 365 tracks inventory levels, usage, and replenishment needs across locations such as warehouses, service trucks, and customer sites.

The MB-910 exam expects you to understand how asset tracking and inventory control contribute to service delivery and customer satisfaction.

Mobile Capabilities

Field technicians rely heavily on mobile access to service information. The Field Service mobile app provides technicians with real-time access to work orders, route information, customer data, and knowledge articles. Technicians can capture photos, update job status, collect signatures, and record time and materials—all from a tablet or smartphone.

These capabilities enhance productivity, reduce paperwork, and improve accuracy. Mobile tools are a crucial part of Field Service operations, and familiarity with them is important for the exam.

Connected Field Service and IoT Integration

An advanced feature of Dynamics 365 Field Service is Connected Field Service, which integrates with Internet of Things (IoT) devices. Organizations can remotely monitor equipment, detect anomalies, and trigger service requests automatically when issues are detected.

For example, a water utility might use IoT sensors to monitor pressure levels. If the system detects an abnormal reading, it can create a work order and dispatch a technician before the customer even notices a problem.

While MB-910 does not require deep technical knowledge of IoT, it does expect you to understand the concept of proactive and predictive service enabled by Connected Field Service.

Real-World Scenarios for Dynamics 365 Field Service

A facilities management company uses Dynamics 365 Field Service to manage maintenance for dozens of buildings. Work orders are automatically generated from tenant requests. Dispatchers schedule technicians using the schedule board, and technicians use the mobile app to complete tasks and capture notes on-site.

Another example is a healthcare provider that services medical equipment in hospitals. The provider uses Connected Field Service to monitor machine performance and proactively address issues, reducing downtime and improving patient care.

These examples demonstrate the system’s flexibility and value in service-heavy industries.

Comparing Customer Service and Field Service

While both Customer Service and Field Service focus on resolving issues and improving the customer experience, they differ in their scope and tools.

Customer Service focuses on virtual and remote interactions, helping agents resolve issues through digital channels.
Field Service focuses on physical service delivery, involving on-site technicians and logistics coordination.

Understanding the differences and how they complement each other is essential for MB-910 candidates. Many organizations use both, providing a complete customer service lifecycle—from initial inquiry to field resolution.

Preparing for the MB-910 Exam: Service Modules

To prepare for questions related to Customer Service and Field Service:

Review Microsoft Learn modules for both applications.
Study the workflows associated with cases, work orders, and scheduling.
Understand how knowledge management, SLAs, and omnichannel capabilities improve service quality.
Learn how mobile apps and asset tracking tools enable field technicians to deliver efficient service.
Explore how real-time data and analytics support service teams in decision-making and performance tracking.

Practicing with real-world scenarios or watching service team demos will help you understand how these tools are applied in business contexts.

Dynamics 365 Customer Service and Field Service are powerful applications that help organizations deliver consistent, efficient, and customer-centric support. While one focuses on in-house support operations and the other on field-based service, both are critical to modern service strategies.

For MB-910 candidates, understanding the features, workflows, and business value of these applications is essential. By mastering these areas, you’ll be well-positioned to pass the exam and contribute to service excellence within any organization.

In this series, we’ll explore the core shared features of Dynamics 365, including Dataverse, Power Platform, reporting tools, and integration capabilities.

Introduction to Shared Features in Dynamics 365 Customer Engagement

While Dynamics 365 applications such as Sales, Marketing, Customer Service, and Field Service focus on specific business functions, they all rely on a shared set of technologies and platform capabilities. These shared components provide consistency, integration, and extensibility across the ecosystem.

To understand the full value of Dynamics 365—and to pass the MB-910 exam—you need to be familiar with key elements such as Microsoft Dataverse, Power Platform (including Power Apps, Power Automate, and Power BI), activity tracking, customer records, built-in analytics, and integration with tools like Microsoft Teams, Outlook, and Excel.

These foundational tools enable organizations to streamline operations, boost productivity, and deliver a connected customer experience.

Microsoft Dataverse: The Foundation of Dynamics 365

At the heart of Dynamics 365 is Microsoft Dataverse, a secure, scalable, and cloud-based data platform that stores data used by business applications. It acts as the central database for all Customer Engagement apps, providing standardized tables for entities like contacts, accounts, activities, and products.

Dataverse simplifies data modeling and ensures consistent data access across applications. When you create or update records in Dynamics 365 Sales or Customer Service, for example, that data is stored in Dataverse and instantly accessible to other apps or custom solutions built on the Power Platform.

Key concepts to understand about Dataverse for the MB-910 exam include:

Standard and custom tables: Standard tables (like account or contact) come with the platform, while organizations can create custom tables for specific needs.
Relationships: Tables in Dataverse are related, allowing users to track how records connect, such as linking a contact to a company or a case to a customer.
Security roles: Access to data is managed through roles, which determine what users can see and modify.

Dataverse eliminates data silos and allows for unified data governance across customer engagement solutions.

The Microsoft Power Platform: Extending Dynamics 365

The Microsoft Power Platform plays a central role in customizing, extending, and analyzing data in Dynamics 365. It consists of four primary tools:

Power Apps

Power Apps allows users to build custom business applications that connect to Dataverse and other data sources. These apps can be tailored to specific roles, such as a mobile app for a sales team or an internal service request portal.

Dynamics 365 users often interact with model-driven apps, which are generated automatically based on Dataverse data and business logic. The user interface is responsive, and users can navigate between related records, views, and dashboards.

Power Apps supports no-code and low-code development, making it accessible to both business users and developers. In the MB-910 exam, expect questions on how Power Apps supports customization and how it connects with other Dynamics 365 components.

Power Automate

Formerly known as Microsoft Flow, Power Automate enables users to build automated workflows that connect apps and services. It is used to automate repetitive tasks, trigger notifications, and synchronize data.

For example, a workflow can be created to send an approval email when a high-value opportunity is created, or to update a record in Dynamics 365 when a customer submits a form.

Workflows can be simple or complex and may involve branching logic, conditions, loops, and parallel actions. Familiarity with how Power Automate enhances business processes is important for the MB-910 exam.

Power BI

Power BI provides robust data visualization and analytics capabilities. While Dynamics 365 includes built-in dashboards and charts, Power BI takes reporting to the next level with interactive, customizable reports that draw data from multiple sources, including Dataverse.

Power BI reports can be embedded in Dynamics 365, shared via Teams, or published to the web. Organizations use these tools to analyze sales trends, service performance, and marketing campaign results.

In the exam, you’ll need to recognize how Power BI integrates with Dynamics 365 and supports data-driven decision-making.

Power Virtual Agents

Although less emphasized in the MB-910 compared to the other Power Platform tools, Power Virtual Agents allows organizations to create AI-powered chatbots that can be embedded into websites or apps to answer common customer questions or guide users through simple workflows.

Power Virtual Agents bots can be connected to Dataverse and other systems using Power Automate, enabling them to retrieve data or perform actions dynamically.

These bots enhance the customer experience by offering 24/7 support and reducing agent workload.

Tracking Customers and Activities

Customer data is central to any CRM system. Dynamics 365 uses standardized customer records such as leads, contacts, and accounts to track information about individuals and organizations.

In the exam, you should understand the distinction between:

Leads: Potential customers who have shown interest but are not yet qualified.
Contacts: Individuals with whom the organization interacts, such as buyers or service users.
Accounts: Organizations or companies that represent customers, partners, or vendors.

In addition to customer records, Dynamics 365 tracks activities, which are time-based interactions such as emails, appointments, phone calls, and tasks. Activities are linked to customer records and provide a timeline of interactions that users can reference during engagement.

These features enable a 360-degree view of the customer and are foundational to the Dynamics 365 experience.

Reporting and Analytics in Dynamics 365

Each Dynamics 365 app includes built-in dashboards, views, and charts that offer real-time insights into business performance. These tools are designed to help users and managers monitor KPIs, identify trends, and make informed decisions.

Key elements of Dynamics 365 reporting include:

Views: Filtered lists of records, such as “Open Opportunities This Month.”
Dashboards: Pages displaying charts, views, and KPIs relevant to a user’s role.
Charts: Visualizations like bar graphs, pie charts, and funnels that represent data in a digestible format.

Users can customize views and dashboards based on their needs. For example, a sales manager may build a dashboard showing top-performing reps, forecasted revenue, and pipeline health.

The MB-910 exam may include scenarios where you choose the best visualization or reporting method for a specific business question.

Microsoft Teams Integration

With more teams collaborating remotely, integration with Microsoft Teams has become a key feature of Dynamics 365. Users can access and update Dynamics 365 records directly from Teams, improving productivity and information sharing.

Some integration capabilities include:

Embedded Dynamics 365 records in Teams channels.
Co-authoring of records and files linked to opportunities or cases.
Chat-based collaboration around specific customers or sales deals.

This integration reduces the need to switch between systems and supports real-time decision-making and collaboration across departments.

Understanding how Teams enhances Dynamics 365 workflows is relevant for exam scenarios involving customer communication and internal collaboration.

Microsoft Outlook and Excel Integration

Two of the most familiar tools in the Microsoft ecosystem—Outlook and Excel—integrate seamlessly with Dynamics 365, streamlining communication and data management.

Outlook Integration

Users can track emails and appointments in Outlook directly to Dynamics 365 records. For example, a sales email can be linked to a specific opportunity or contact. Users can also access Dynamics 365 information, such as recent cases or leads, without leaving their inbox.

This integration ensures that interactions are recorded consistently and that users have full context when communicating with customers.

Excel Integration

Users can open views or lists of records in Excel for analysis or bulk updates. The Excel Online integration allows for direct editing of Dynamics 365 data within Excel, which is then saved back to the system.

This is especially useful for mass updates, forecasting, or preparing custom reports. Familiarity with Excel templates and data export/import processes is valuable for the MB-910 exam.

Benefits of a Unified Platform

All these shared features—Dataverse, Power Platform tools, reporting dashboards, and Microsoft 365 integrations—support a consistent, scalable, and intelligent business platform. They provide:

Unified data across apps and departments
Customizable experiences with minimal development effort
Improved user productivity through familiar tools and automation
Enhanced insights with real-time analytics and data visualizations
Integrated communication across customer touchpoints

Understanding these benefits will help you answer scenario-based questions in the MB-910 exam and recognize how Dynamics 365 adds value beyond individual applications.

Exam Preparation Tips: Core Features

To master the shared features portion of the MB-910 exam:

Study how Dataverse organizes and secures data.
Explore sample Power Apps, Power Automate flows, and Power BI dashboards using Microsoft Learn.
Learn how customer records and activities are tracked and linked.
Practice navigating dashboards and charts in a demo environment.
Understand how Microsoft Teams and Outlook integrate with Dynamics 365 workflows.

Hands-on experience is the most effective way to prepare. Many of these features are intuitive, but seeing them in action provides lasting understanding.

In the MB-910 Fundamentals (CRM) series, we explored the shared capabilities that make Dynamics 365 a powerful and cohesive platform. From the core data foundation provided by Microsoft Dataverse to the customization and automation enabled by the Power Platform, these tools unify the customer experience and empower users to be more productive and informed.

Integrations with Microsoft Teams, Outlook, and Excel further enhance usability and collaboration, while built-in dashboards and reports provide the insights needed to manage performance and plan strategically.

With a solid understanding of these components, you’re now better equipped to take the MB-910 exam—and to support organizations in achieving digital transformation through customer engagement solutions.

Final Thoughts

Completing your preparation for the MB-910 Microsoft Dynamics 365 Fundamentals (CRM) exam means more than just memorizing concepts—it’s about understanding how these technologies come together to deliver a complete, flexible solution for customer engagement.

Across this four-part series, we’ve explored each key area of the exam:

Introduced the exam structure and purpose, laying the groundwork for what Dynamics 365 offers.
examined core customer engagement applications like Sales and Marketing, helping you understand how leads, opportunities, and campaigns are managed.
Focused on Customer Service and Field Service, showing how organizations support customers through cases, SLAs, and field operations.
Brought it all together with a look at the shared features—Dataverse, Power Platform, analytics, and integration with Microsoft 365 tools—that underpin every Dynamics 365 app.

As you move forward, remember that this exam is an entry point into the broader Dynamics 365 ecosystem. Whether your path leads to deeper functional expertise, solution architecture, or advanced certifications, the MB-910 provides a strong foundation.

To finish strong, review each topic with a hands-on mindset. Use Microsoft’s free Learn modules, take a few practice exams, and walk through real-world business scenarios in a demo environment. And when test day comes, trust your preparation.