Microsoft Dynamics 365 Fundamentals (CRM) (MB-910) Practice Test

This exam was designed for individuals at the beginning of their journey with Dynamics 365 customer engagement solutions, regardless of technical background. Target candidates include IT professionals who work alongside Dynamics 365 deployments and want to demonstrate foundational understanding, business stakeholders such as sales managers, customer service leads, and marketing professionals who use or evaluate these tools, and developers seeking to ground their technical work in business context. Students, recent graduates, and career-changers exploring the Microsoft business applications ecosystem were also well-suited for this credential.

The certification is classified at the Beginner level and maps to business owner and business analyst roles. It is not a prerequisite for any role-based or specialty Dynamics 365 certifications, but was commonly used as a stepping stone toward exams such as MB-210 (Dynamics 365 Sales), MB-230 (Dynamics 365 Customer Service), or MB-240 (Dynamics 365 Field Service).

There are no formal prerequisites for this exam. Microsoft does not require prior Dynamics 365 experience or any other certification before attempting MB-910. However, candidates benefit from a general familiarity with IT concepts and basic business operations, particularly in sales, marketing, and customer service functions.

Recommended preparation includes completing the free self-paced learning paths available on Microsoft Learn, which cover each Dynamics 365 customer engagement application in sequence. Familiarity with general CRM concepts—such as leads, opportunities, cases, and work orders—provides a useful foundation. No hands-on system administration experience is required, as the exam focuses on conceptual understanding and feature awareness rather than technical configuration.

The MB-910 exam has a time limit of 45 minutes and is delivered as a proctored assessment through Pearson VUE, available either online with remote proctoring or at an authorized testing center. The exam may include interactive components in addition to standard multiple-choice and scenario-based question types. Microsoft does not publicly disclose the exact number of questions, but Fundamentals-level exams in this series typically contain 40–60 questions.

A passing score of 700 out of 1000 is required. The scoring scale is not linear—performance on harder questions contributes more to the final score than easier ones. Candidates who fail may retake the exam after 24 hours; subsequent retakes require progressively longer waiting periods. The exam is available in English, Portuguese (Brazil), Russian, Arabic (Saudi Arabia), Chinese (Traditional), and Italian. Candidates taking a non-English version may request an additional 30 minutes to complete the exam.

• 1.Describe Dynamics 365 Customer Insights (15–20%): Covers use cases and capabilities of Customer Insights - Journeys (lead generation, marketing forms, segmentation, email marketing, customer journeys, event management, and Copilot integration) and Customer Insights - Data (unified customer profiles, measures, segments, and predictions).
• 2.Describe Dynamics 365 Sales (20–25%): Covers the complete sales lifecycle including leads and qualification, opportunity management, quotes, orders, and invoices. Includes guided selling with business process flows, the product catalog, sales forecasting, LinkedIn Sales Insights, the Sales accelerator, the Dynamics 365 Sales mobile app, and Microsoft 365 Copilot for Sales.
• 3.Describe Dynamics 365 Customer Service (20–25%): Covers case lifecycle management, service-level agreements (SLAs), entitlements, knowledge management, Unified Routing and workload management, Omnichannel for Customer Service, agent productivity tools, reporting and data visualization, and use cases for Copilot in Customer Service.
• 4.Describe Dynamics 365 Field Service (15–20%): Covers the work order lifecycle, inspections, resource scheduling and management, asset management, Connected Field Service (IoT integration), the Field Service mobile app, and use cases for Copilot in Field Service.
• 5.Explore the core capabilities of customer engagement apps in Dynamics 365 (15–20%): Covers the relationship between Dynamics 365 customer engagement apps, Microsoft Power Platform, and Microsoft Dataverse. Includes navigation, shared activities, reporting with dashboards and charts, and integration with Microsoft 365 services including Teams, Outlook, Excel, Word, and SharePoint.

• Complete all five official Microsoft Learn learning paths for MB-910, available free at learn.microsoft.com. Each path maps directly to an exam domain and includes hands-on exercises using trial environments.
• Take the free official Practice Assessment linked from the MB-910 exam page on Microsoft Learn. It mirrors the question style and difficulty of the real exam and identifies specific knowledge gaps by domain.
• Use the Microsoft Exam Sandbox (aka.ms/examdemo) to familiarize yourself with the question interface and any interactive question types before exam day, so the format itself is not a distraction.
• Focus on understanding use cases and business scenarios rather than memorizing UI steps. The exam tests whether you know which Dynamics 365 app or feature solves a given business problem, not how to configure it technically.
• Pay particular attention to where Copilot features appear across each app (Customer Insights, Sales, Customer Service, Field Service), as the December 2024 exam update added and expanded Copilot-related objectives across all domains.
• Review the official Dynamics 365 documentation for each application area, especially the introductory and overview sections, as exam questions are often drawn directly from feature descriptions and capability summaries in product docs.
• Allocate study time proportional to domain weight: Dynamics 365 Sales and Customer Service each carry 20–25% of the exam, making them the highest-priority areas. Customer Insights, Field Service, and core capabilities each account for 15–20%.

Earning the Microsoft Certified: Dynamics 365 Fundamentals (CRM) credential demonstrated a baseline proficiency in Microsoft's customer engagement platform, which is widely deployed across industries including retail, financial services, healthcare, and professional services. The certification served as a credible entry point for professionals moving into CRM administration, business analysis, pre-sales consulting, or Dynamics 365 implementation roles. It complemented role-based certifications such as Dynamics 365 Sales Functional Consultant Associate (MB-210) or Customer Service Functional Consultant Associate (MB-230), which command higher salaries and deeper specialization.

However, because this exam was retired on December 31, 2025, new candidates can no longer earn it. Microsoft has announced a certification portfolio refresh with new fundamentals credentials focused on AI and Microsoft 365 Copilot capabilities. Professionals previously targeting MB-910 should monitor Microsoft's certification announcements for successor credentials that align with the evolving Dynamics 365 and AI ecosystem.