Microsoft Dynamics 365 Fundamentals (CRM) (MB-910) Exam Blueprint

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; Describe email marketing; Describe customer journeys; Describe event management features and capabilities; Describe how to use Microsoft 365 Copilot with Customer Insights - Journeys

Describe use cases of and capabilities for Customer Insights – Data; Describe unified customer profiles; Describe measures, segments, and predictions

Describe use cases for 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 guided selling including business process flows; Describe the product catalog, prices list, and unit groups; Describe Microsoft 365 Copilot in Sales; Describe the Sales accelerator; Describe Sales capabilities and related apps; Describe sales pipeline and forecasting concepts; Describe use cases for and capabilities of Sales Insights features; Describe use cases for and capabilities of LinkedIn Sales Insights; Describe use cases for the Dynamics 365 Sales mobile app; Describe Microsoft 365 Copilot for Sales

Describe use cases for Customer Service; Describe the functionality for workload management, including cases, basic routing rulesets (basic queues), Unified Routing, and the inbox for agents; Describe knowledge management in Customer Service; Describe the case lifecycle including service-level agreements (SLAs) and entitlements; Describe use cases for Copilot in Customer Service; Describe Customer Service capabilities and related apps; Describe Omnichannel for Customer Service; Describe reporting and data visualization options in Customer Service; Describe use cases for agent productivity tools

Describe use cases for Field Service; Describe the work order lifecycle; Describe inspections in Field Service; Describe the Field Service mobile app; Describe use cases of Copilot in Field Service; Describe capabilities related to Field Service; Describe resource management and scheduling processes; Describe asset management and customer assets; Describe Connected Field Service for Dynamics 365

Describe 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 capabilities of Microsoft 365 Copilot in the Dynamics 365 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 and Word integration; Describe Microsoft SharePoint integration