MB-910
Microsoft Dynamics 365 Fundamentals (CRM)
Get a clear overview of the Dynamics 365 customer engagement apps: Sales, Customer Service, Field Service, Customer Insights and the shared platform beneath them.
Course Overview
MB-910 validates foundational knowledge of the Dynamics 365 customer engagement (CRM) apps. It is the natural first step for anyone joining a CE project, whether as a consultant, developer, business user or project manager. This course explains how Dynamics 365 Sales, Customer Service, Field Service and Customer Insights support the full customer lifecycle, and how they share a common foundation in Microsoft Dataverse and Power Platform. You will navigate live apps, follow a lead-to-opportunity sales process, resolve a case with knowledge articles, schedule a field work order, and see how customer data is unified to drive personalised journeys. The course also covers Copilot features, reporting, Microsoft 365 integration and security basics. Focused exam practice prepares you to pass MB-910 and continue to role-based certifications such as MB-280, MB-230 and MB-240.
Industry Applications
CRM Programmes
Shared understanding across business and IT teams starting a CE rollout
Sales Organisations
See how pipeline, forecasting and Copilot support sellers
Service Centres
Understand case management, routing and self-service options
Partners & Consultancies
Onboard new consultants onto the Dynamics 365 CE stack
Format & Duration
Instructor-led • 1-2 Days • Live App Walkthroughs • Exam Practice
Prerequisites
None. General business process awareness helpful
Target Audience
Business users, new CE consultants and developers, project managers, and IT professionals new to Dynamics 365 customer engagement.
Learning Outcomes
Describe Dynamics 365 Sales, Customer Service, Field Service and Customer Insights
Explain shared capabilities in Dataverse and Power Platform
Follow core CRM processes from lead to service resolution
Describe Copilot and AI features across CE apps
Understand reporting, integration and security fundamentals
Course Syllabus
Module 1: CRM and Dynamics 365 Overview+
- •Customer engagement concepts
- •Dynamics 365 app family
- •Licensing overview
- •Navigation
Module 2: Shared Platform+
- •Microsoft Dataverse
- •Power Apps, Power Automate and Power BI
- •Microsoft 365 and Teams integration
- •Copilot
Module 3: Dynamics 365 Sales+
- •Leads, opportunities and accounts
- •Sales process
- •Forecasting
- •Sales insights
Module 4: Customer Insights+
- •Customer Insights - Data
- •Customer Insights - Journeys
- •Segments and personalisation
Module 5: Customer Service+
- •Cases and queues
- •Knowledge management
- •Omnichannel and routing
- •Service analytics
Module 6: Field Service+
- •Work orders
- •Scheduling
- •Mobile app
- •Exam preparation