MB-910: Microsoft Dynamics 365 Fundamentals

About MB-910: Microsoft Dynamics 365 Fundamentals
(Formerly MB – 900)

This exam is designed for candidates looking to demonstrate foundational knowledge of Microsoft Dynamics 365, Power Platform applications, and the cloud computing model. This exam will cover the considerations and benefits of adopting Dynamics 365, the Power Platform, and cloud services in general. This exam can be taken as a precursor to Dynamics 365 certifications and training.

Candidates of this exam should have general knowledge or relevant working experience in an Information Technology (IT) environment. Candidates should also have a basic understanding of business scenarios and experience in addressing business, legal, and security requirements for IT projects.

Delivery

Instructor-led classroom or online training. 

Course Content
1. Describe Dynamics 365 Marketing

Describe Dynamics 365 Marketing capabilities
• Describe the process for generating and scoring leads by using marketing forms and pages
• Describe how to target customers by using segments and subscription lists
• Describe email marketing concepts and processes
• Describe the process of automating marketing activities by using customer journeys
• Describe event management features and capabilities including Microsoft Teams webinar

Describe marketing-related apps
• Describe the capabilities of Dynamics 365 Customer Insights including Audience Insights and Engagement Insights
• Describe the capabilities of Dynamics 365 Customer Voice

2. Describe Dynamics 365 Sales

Describe the Dynamics 365 Sales lifecycle
• Describe leads and the process for qualifying leads
• Describe the opportunity management process
• Describe the quote lifecycle
• Describe sales pipeline forecasting concepts

Describe sales-related apps
• Describe capabilities of Dynamics 365 Sales Insights
• Describe capabilities of LinkedIn Sales Navigator

3. Describe Dynamics 365 Customer Service

Describe Dynamics 365 Customer Service components
• Describe Knowledge Management
• Describe the case lifecycle including service-level agreements (SLAs) and entitlements

Describe how to use queues to manage work

4. Describe Dynamics 365 Field Service

Describe Field Service capabilities
• Describe the work order lifecycle
• Describe capabilities of the Inspections feature
• Describe customer asset management and preventive maintenance processes

Describe scheduling capabilities
• Describe resource and scheduling processes
• Describe scheduling options including Schedule Assistant and Resource Schedule Optimization (RSO)
• Describe how to enable proactive customer asset maintenance by using Connected Field Service

4. Describe shared features

Identify common customer engagement features
• Describe Microsoft Dataverse as the foundation for Dynamics 365 apps
• Describe built-in reporting capabilities including dashboards, charts, and views
• Describe customers and activities

Describe integration options
• Describe Microsoft Teams integration capabilities
• Describe email capabilities including App for Outlook
• Describe how Microsoft Excel and Microsoft Word can be used with Dynamics 365 apps
• Describe options for analyzing data by using Power BI