This exam covers the features and capabilities of Microsoft Dynamics 365 customer engagement apps.
Candidates for this exam should have general knowledge of or relevant working experience in an Information Technology (IT) environment. They should also have a fundamental understanding of customer engagement principles and business operations.
Beta exams are not scored immediately because we are gathering data on the quality of the questions and the exam. Learn more about the value and importance of beta exams.
Part of the requirements for: Microsoft Certified: Dynamics 365 Fundamentals Customer Engagement Apps (CRM)
Related exams: none
Important: See details
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Exam MB-910: Microsoft Dynamics 365 Fundamentals Customer Engagement Apps (CRM) (beta)
Languages: English
Retirement date: none
This exam measures your ability to describe the following: Dynamics 365 Marketing; Dynamics 365 Sales; Dynamics 365 Customer Service; Dynamics 365 Field Service; Project Operations; and shared features.
Skills measured
Describe Dynamics 365 Marketing (10-15%)
Describe Dynamics 365 Sales (15-20%)
Describe Dynamics 365 Customer Service (15-20%)
Describe Dynamics 365 Field Service (15-20%)
Describe Project Operations (15-20%)
Describe shared features (15-20%)
Audience Profile
This exam covers the features and capabilities of Microsoft Dynamics 365 customer engagement apps.
Candidates of this exam should have general knowledge of or relevant working experience in an Information Technology (IT) environment. They should also have a fundamental understanding of customer engagement principles and business operations.
Skills Measured
NOTE: The bullets that appear below each of the skills measured are intended to illustrate how we are assessing that skill. This list is NOT definitive or exhaustive.
NOTE: Most questions cover features that are General Availability (GA). The exam may contain questions on Preview features if those features are commonly used.
Describe Dynamics 365 Marketing (10-15%)
Identify Dynamics 365 Marketing capabilities
describe how to target customers by using segments and subscription lists
describe the lead generation and qualification process including lead scoring
describe customer journeys
describe event management features and capabilities
Describe related marketing apps
describe the capabilities of LinkedIn Campaign Manager
describe the capabilities of Dynamics 365 Customer Voice
describe the capabilities of Dynamics 365 Customer Insights including audience insights and experience insights
Describe Dynamics 365 Sales (15-20%)
Describe the Dynamics 365 Sales lifecycle
describe leads and the process for qualifying leads
describe the opportunity management process
describe the quote lifecycle
describe use cases for orders and invoices
describe processes and tools used for forecasting sales
Describe related sales 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 cases, queues, and entitlements
describe Knowledge Management
describe service-level agreements (SLAs)
Describe related customer service apps
describe Omnichannel for Customer Service
describe Connected Customer Service
describe Customer Service Insights
Describe Dynamics 365 Field Service (15-20%)
Describe the work order lifecycle
describe the lifecycle of a work order including work order creation
describe sources for work orders including cases, opportunities, IoT device sensor alerts, and agreements
describe capabilities for the Inspections feature
Describe scheduling capabilities
describe resource management capabilities including skills, and proficiency models
identify available Universal Resource Scheduling (URS) scheduling options including
Schedule Assistant, Resource Schedule Optimization (RSO), and geolocation for technicians
describe how Dynamics 365 Field Service uses artificial intelligence (AI) to help organizations become more efficient
Describe inventory and asset management capabilities
describe inventory management transaction types
describe customer asset management and preventive maintenance processes
describe options for performing proactive customer asset maintenance by implementing IoT
Describe Project Operations (15-20%)
Identify Project Operations capabilities
describe project components including contracts, stages, assignments, and fixed price versus time and material estimates versus retainer contracts
identify views and reports that aid a project service company in making decisions
Describe project sales capabilities
describe the process for converting leads into projects
describe opportunity management and quote management for project-based and product-based quotes
describe use cases for project contracts
Describe project planning and resource management capabilities
describe allocation methods, tasks, subtasks, and assignments
describe time and expenses entry, and entry approvals
describe resource skills and proficiency models
identify Interactive Gantt charts, Kanban boards, Resource Utilization boards, and Schedule boards
Describe shared features (15-20%)
Identify common customer engagement features
describe customers and activities
describe the product catalog
describe price lists, discounts, and currencies
describe cases
describe resources
Describe reporting capabilities
describe built-in reporting capabilities including dashboards, charts, views, and Report Wizard
describe options for exporting data to Microsoft Excel
describe options for analyzing data by using Power BI
Describe integration options
describe Microsoft Teams integration capabilities
describe use cases for integrating with Microsoft Excel and Microsoft Word
describe options for managing documents by using SharePoint Online
describe email integration capabilities
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
Correct Answer: AD
QUESTION 2
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.
Correct Answer: AC
QUESTION 3
A company organizes and runs conferences and other events. The company is considering using Dynamics 365 Marketing.
The company wants to ensure that they can implement key marketing features without requiring any customizations.
Which three capabilities does Dynamics 365 Marketing support using out-of-the-box functionality? Each correct answer presents part of the solution.
NOTE: Each correct selection is worth one point.
A. Sponsors and sponsorships
B. Regulatory compliance
C. Advertisers and print media and campaigns
D. Session and speaker tracking
E. Registration and attendance
Correct Answer: ADE
QUESTION 4
A potential customer delays their decision to commit to a big multi-year contract.
You want to find other colleagues who have interacted with the potential customer to discuss strategies.
Which app should you recommend?
A. Customer Service Insights
B. Market Insights
C. Power Virtual Agents
D. Sales Insights
Correct Answer: D
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