Microsoft · 2026 Edition
A complete preparation guide written by Microsoft-certified engineers. Covers the exam format,all 6 blueprint domains, a week-by-week study plan, and proven tips for passing first time.
2–4 weeks
Prep time
Beginner
Difficulty
50
Exam questions
700/1000
Pass mark
Exam code
MB-910
Full name
Microsoft Dynamics 365 Fundamentals CRM
Vendor
Microsoft
Duration
60 minutes
Questions
50 items
Passing score
700/1000 (scaled)
Domains covered
6 blueprint domains
Recommended experience
No prerequisites — suitable for CRM beginners and business professionals
Typical prep time
2–4 weeks
MB-910 validates foundational knowledge of Microsoft Dynamics 365 CRM applications. It is the entry point for sales professionals, marketers, customer service agents, and project managers working in Dynamics 365 environments.
Job roles this opens
Domain percentage weights are not currently available for this exam. The checklist below is still useful for planning your study.
Week 1
Dynamics 365 Marketing (Customer Insights – Journeys): segments, journeys, email campaigns
Tip: Microsoft has rebranded Dynamics 365 Marketing to Customer Insights – Journeys. Know that it covers customer segmentation, marketing journeys (automated email sequences), event management, and lead scoring.
Week 2
Dynamics 365 Sales: leads, opportunities, pipeline, forecasting, LinkedIn Sales Navigator
Tip: The Sales lifecycle in D365: Lead → Opportunity → Quote → Order → Invoice. Know what each stage represents and what triggers the transition between stages.
Week 3
Dynamics 365 Customer Service and Field Service: cases, SLAs, work orders, scheduling
Tip: Customer Service uses Cases as the primary entity. Know that cases have SLAs defining response and resolution times, and that the Knowledge Base stores articles agents use to resolve cases.
Week 4
Customer Insights – Data, Copilot in D365, and Common Data Model
Tip: Customer Insights – Data (formerly Dynamics 365 Customer Insights) unifies customer data from multiple sources to create a 360-degree customer profile with AI-driven churn prediction, lifetime value, and product recommendations.
MB-910 is a conceptual exam. Questions describe a CRM business scenario and ask which Dynamics 365 CRM module or feature addresses it — no configuration knowledge is required.
The difference between CRM apps (Sales, Customer Service, Marketing) and ERP apps (Finance, Supply Chain): CRM manages customer relationships, ERP manages back-office financial and operational processes. MB-910 covers CRM only.
Microsoft Copilot in D365 Sales can draft email responses, summarise opportunity timelines, and prepare meeting briefings. Know that it requires a separate licence add-on for some functionality.
Omnichannel for Customer Service extends D365 Customer Service with chat, SMS, and social channels — agents serve customers across channels from a single workspace, and conversations are stored as cases.
Field Service uses Work Orders as the primary entity. Know the Field Service lifecycle: Work Order creation → Scheduling → Dispatch → Completion → Invoice.
Apply everything in this guide with adaptive practice questions, detailed answer explanations, and domain analytics.
Deep-dive explanations of the key topics tested on MB-910 — with exam key points and common misconceptions.