MB-910 Microsoft Dynamics 365 Fundamentals Customer Engagement Apps (CRM) Exam, Skills measured as of December 27, 2023

Skills measured as of December 27, 2023

Audience profile
This exam covers the features and capabilities of:

Microsoft Dynamics 365 Customer Insights – Journeys
Dynamics 365 Sales
Dynamics 365 Customer Service
Dynamics 365 Field Service

As a candidate for this exam, it will be helpful for you to have a basic understanding of:
Business processes
Computer skills
Skills at a glance

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Describe Dynamics 365 Customer Insights (15–20%)
Describe Dynamics 365 Sales (15–20%)
Describe Dynamics 365 Customer Service (20–25%)
Describe Dynamics 365 Field Service (15–20%)
Explore the core capabilities of customer engagement apps in Dynamics 365 (20–25%)
Describe Dynamics 365 Customer Insights (15–20%)

Explore Customer Insights – Journeys
Describe use cases for Customer Insights – Journeys
Describe lead generation and qualification
Describe use cases for marketing forms
Describe how to target customers by using segments and subscription lists
Describe email marketing
Describe customer journeys
Describe event management features and capabilities
Describe Customer Insights – Data and Dynamics 365 Customer Voice
Describe use cases of and capabilities for Customer Insights – Data
Describe use cases for and capabilities of Customer Voice

Describe Dynamics 365 Sales (15–20%)
Explore Sales
Describe use cases for Dynamics 365 Sales
Describe leads and the process for qualifying leads
Describe the opportunity management process
Describe the quote lifecycle
Describe the order management and invoice management processes
Describe use cases for business process flows
Describe Sales capabilities and related apps
Describe sales pipeline and forecasting concepts
Describe use cases for and capabilities of Sales Insights
Describe use cases for and capabilities of LinkedIn Sales Navigator
Describe use cases for the Dynamics 365 Sales mobile app

Describe Dynamics 365 Customer Service (20–25%)
Explore Customer Service
Describe use cases for Dynamics 365 Customer Service
Describe the functionality for workload management, including basic routing (basic queues), Unified Routing, and Agent Inbox
Describe knowledge management in Dynamics 365 Customer Service
Describe the case lifecycle including service-level agreements (SLAs) and entitlements
Describe Customer Service capabilities and related apps
Describe Omnichannel for Customer Service
Describe reporting and data visualization options in Dynamics 365 Customer Service
Describe use cases of Dynamics 365 Customer Voice for Customer Service

Describe Dynamics 365 Field Service (15–20%)
Explore Field Service
Describe use cases for Dynamics 365 Field Service
Describe common field service processes
Describe the work order lifecycle
Describe inspections in Dynamics 365 Field Service
Describe the Field Service mobile app
Describe the scheduling capabilities of Field Service
Describe resource and scheduling processes
Describe asset management and customer assets
Describe Connected Field Service for Dynamics 365

Explore the core capabilities of customer engagement apps in Dynamics 365 (20–25%)
Describe the foundations of customer engagement apps
Describe use cases for customer engagement apps
Describe Microsoft Power Platform as it relates to customer engagement apps
Describe Microsoft Dataverse as the foundation for customer engagement apps
Navigate to and within customer engagement apps
Describe shared activities and integration options in customer engagement apps
Describe customers and activities
Describe search options and filter criteria
Describe reporting capabilities including dashboards, charts, and views
Describe Microsoft Teams integration
Describe Microsoft Outlook integration
Describe Microsoft Excel integration

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Sample Question and Answers

QUESTION 1
Which two components are included in Dynamics 365 Marketing? Each correct answer presents a complete solution.
NOTE: Each correct selection is worth one point.

A. Customer Voice survey
B. Customer Service Hub
C. Enterprise Asset Management
D. Event management

Answer: AD

QUESTION 2
DRAG DROP
A company uses Dynamics 365 Marketing.
Marketing team members must be able to group related customers for campaigns, market research, and surveys.
What should you recommend? To answer, drag the appropriate features to the correct requirements.
Each feature may be used once, more than once, or not at all. You may need to drag the split bar
between panes or scroll to view content.
NOTE: Each correct selection is worth one point.

Answer:

Explanation:
Box 1:
You cannot use marketing segments in a campaign.
Box 2:
You can only use one type of marketing list (a subscription list) for customer journeys. You can use
any type of marketing segment for customer journeys.

QUESTION 3
HOTSPOT
A company plans to implement Dynamics 365 Marketing.
For each of the following statements, select Yes if the statement is true. Otherwise, select No.
NOTE: Each correct selection is worth one point.
Answer:
Explanation:

QUESTION 4
HOTSPOT
A company has implemented Dynamics 365 Marketing.
You need to implement apps to meet the companys business requirements.
Which app should you use? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.

Answer:
Explanation:

QUESTION 5
A company integrates LinkedIn Campaign Manager with Dynamics 365 Marketing.
Which two actions can the company perform using out-of-the-box features? Each correct answer
presents a complete solution.

NOTE: Each correct selection is worth one point.
A. Generate leads from LinkedIn.
B. Create email templates for LinkedIn messages.
C. Schedule and publish social posts.
D. Create and publish events on LinkedIn.

Answer: AC

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Students Feedback / Reviews/ Discussion

Weidner Steve 5 weeks, 1 day ago – Egypt
Thanks for helping me with this dump to pass my exam 🙂 Passed with a score of 862
upvoted 4 times

Rojas Jesus 1 month ago – Peru
Passed the exam today
Just only 1 of all question have not seem.
Thanks Team
upvoted 3 times

David Loomis 1 month, 1 week ago – United States – Georgia
this is a good dump then
upvoted 3 times

Omkar Harsoo 1 month, 2 weeks ago – South Africa
Passed a few days ago with 770 – about 70-80% from here.
Solid experience with in tune
upvoted 2 times

Takeshi Kobayashi 2 months ago – Japan
Just passed with 886, i have some experience with in tune but these dumps should be enough to pass
upvoted 11 times