This guide provides a structured learning path covering the core concepts, capabilities, and business value of Dynamics 365 Sales, Customer Service, Field Service, and Customer Insights, aligned with the official MB-910 exam objectives.
This guide works best as a loop: read a chapter, test yourself with practice questions, look up unfamiliar terms in the glossary, then move to the next chapter.
18 chapters covering every exam objective. Each chapter includes key concepts, exam tips, common traps, comparison tables, and a 5-question quiz at the end.
Start Chapter 1Free timed and untimed practice with instant feedback and full explanations. Pick 10–120 questions per session. Filter by domain to drill your weak areas.
Go to practice testEvery MB-910term defined and searchable. Use it when a chapter mentions a concept you haven't seen before or want a quick refresher on.
Browse glossaryExam blueprint, domain weights, passing score, duration, cost, and registration links. Start here if you're new to this certification.
View exam guideIntroduction to Dynamics 365 Customer Engagement Apps
Objective none · Understand the core concepts and common features of Dynamics 365 customer engagement apps (Sales, Customer Service, Field Service) and their integration with Microsoft 365.
Core Platform Capabilities and Common Features
Objective 1.1 · Describe the core capabilities of the Dynamics 365 platform, including common data model, Power Platform integration, and security roles.
Introduction to Dynamics 365 Sales
Objective 2.1 · Describe the key features and capabilities of Dynamics 365 Sales, including lead management, opportunity management, and sales analytics.
Lead, Opportunity, and Account Management in Sales
Objective 2.2 · Explain how leads, opportunities, and accounts are managed within Dynamics 365 Sales to drive sales processes.
Sales Collaboration and Productivity Tools
Objective 2.3 · Describe sales collaboration and productivity features such as Teams integration, LinkedIn Sales Navigator, and Copilot for Sales.
Sales Analytics and Reporting
Objective 2.4 · Identify key sales analytics, dashboards, and reporting capabilities used to track sales performance and forecast revenue.
Introduction to Dynamics 365 Customer Service
Objective 4.1 · Describe the core features and business value of Dynamics 365 Customer Service, including case management and the service hub.
Case Management and Service Processes
Objective 4.2 · Explain how cases are created, routed, managed, and resolved using Dynamics 365 Customer Service, including SLA management and entitlements.
Omnichannel Engagement and Self-Service Capabilities
Objective 4.3 · Describe omnichannel engagement (chat, SMS, social media, voice) and self-service portals including a knowledge base and Power Virtual Agents (Copilot Studio).
Customer Service Analytics and Insights
Objective 4.4 · Identify key customer service analytics, dashboards, and insights used to measure and improve service performance.
Introduction to Dynamics 365 Field Service
Objective 3.1 · Describe the key features and capabilities of Dynamics 365 Field Service, including work orders, scheduling, and the mobile app.
Work Order Management and Scheduling
Objective 3.2 · Explain how work orders are created, managed, and scheduled using Dynamics 365 Field Service, including the scheduling board and optimization logic.
Mobile App, IoT, and Connected Field Service
Objective 3.3 · Describe mobile capabilities for field technicians and Connected Field Service using IoT (Internet of Things) to proactively manage equipment.
Inventory, Asset, and Parts Management in Field Service
Objective 3.4 · Identify inventory management, asset tracking, and parts management capabilities within Dynamics 365 Field Service.
Introduction to Dynamics 365 Customer Insights
Objective 5.1 · Describe the key features and business value of Dynamics 365 Customer Insights (customer data platform) for unifying customer data.
Customer Data Unification and Segmentation
Objective 5.2 · Explain how Customer Insights unifies data from multiple sources, creates a single customer view, and builds segments for targeted engagement.
Predictions, Measures, and KPIs in Customer Insights
Objective 5.3 · Identify key analytics, measures, KPIs, and AI-driven predictions available in Dynamics 365 Customer Insights to understand customer behavior.
Exam Preparation and Review
Objective none · Review key concepts, practice questions, and exam tips for the MB-910 certification.
Free MB-910 practice questions with full explanations. Test what you learn chapter by chapter.
MB-910 Practice Questions