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Exam Number : MB-910
Exam Name : Microsoft Dynamics 365 Fundamentals (CRM)
Vendor Name : Microsoft
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MB-910 exam Format | MB-910 Course Contents | MB-910 Course Outline | MB-910 exam Syllabus | MB-910 exam Objectives
EXAM CODE: MB-910
EXAM NAME: Microsoft Dynamics 365 Fundamentals (CRM)
PASSING SCORE: 700/1000
Describe Dynamics 365 Marketing (15-20%)
Describe Dynamics 365 Sales (15-20%)
Describe Dynamics 365 Customer Service (15-20%)
Describe Dynamics 365 Field Service (15-20%)
Describe shared features (20-25%)
Describe Dynamics 365 Marketing (15–20%)
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
• Describe real-time marketing concepts and processes
Describe marketing-related apps
• Describe the capabilities of Dynamics 365 Customer Insights
Describe the capabilities of Dynamics 365 Customer Voice
Describe Dynamics 365 Sales (15–20%)
Describe the Dynamics 365 Sales lifecycle
• Describe the lead management process
• Describe the opportunity management process
• Describe the quote lifecycle
• Describe order and invoice management
• Describe sales pipeline and forecasting concepts
Describe sales-related 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 knowledge management
• Describe the case lifecycle including service-level agreements (SLAs) and entitlements
• Describe how to use queues to manage work
• Describe Omnichannel for Customer Service
• Describe historical analytics
Describe Dynamics 365 Field Service (15–20%)
Describe Field Service capabilities
• Describe the work order lifecycle
• Describe capabilities of the inspections feature
Describe scheduling capabilities
• Describe resource and scheduling processes
• Describe scheduling options including Schedule Assistant and Resource Schedule Optimization (RSO)
• Describe customer assets and how to enable proactive customer asset maintenance by using
Connected Field Service
Describe shared features (20–25%)
Identify common customer engagement features
• Describe Microsoft Dataverse as the foundation for Dynamics 365 apps
• Describe the Dynamics 365 customer engagement apps
• Describe customers and activities
Describe integration options
• Describe built-in reporting capabilities including dashboards, charts and views
• 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
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