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Microsoft Exam Syllabus

MB-910 syllabus, skills measured, and exam topics

The MB-910 exam measures Describe Dynamics 365 Customer Insights, Describe Dynamics 365 Sales, and Describe Dynamics 365 Customer Service. Use this page to review the current official syllabus, major domains, and source links before exam day.

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Skills measured by domain

Use the weighting table to decide where to spend the most study time.

Domain Weight
Describe Dynamics 365 Customer Insights 15–20%
Describe Dynamics 365 Sales 20–25%
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 15–20%

What to know before you study

These sections explain the role, audience, and exam framing behind the outline.

Purpose of this document

  • This study guide should help you understand what to expect on the exam and includes a summary of the topics the exam might cover and links to additional resources. The information and materials in this document should help you focus your studies as you prepare for the exam.
  • Useful links: Description
  • How to earn the certification: Some certifications only require passing one exam, while others require passing multiple exams.
  • Your Microsoft Learn profile: Connecting your certification profile to Microsoft Learn allows you to schedule and renew exams and share and print certificates.
  • Exam scoring and score reports: A score of 700 or greater is required to pass.
  • Exam sandbox: You can explore the exam environment by visiting our exam sandbox.
  • Request accommodations: If you use assistive devices, require extra time, or need modification to any part of the exam experience, you can request an accommodation.
  • Take a free Practice Assessment: Test your skills with practice questions to help you prepare for the exam.

Updates to the exam

  • Our exams are updated periodically to reflect skills that are required to perform a role. We have included two versions of the Skills Measured objectives depending on when you are taking the exam.
  • We always update the English language version of the exam first. Some exams are localized into other languages, and those are updated approximately eight weeks after the English version is updated. While Microsoft makes every effort to update localized versions as noted, there may be times when the localized versions of an exam are not updated on this schedule. Other available languages are listed in the Schedule Exam section of the Exam Details webpage. If the exam isn't available in your preferred language, you can request an additional 30 minutes to complete the exam.
  • The bullets that follow each of the skills measured are intended to illustrate how we are assessing that skill. Related topics may be covered in the exam.
  • Most questions cover features that are general availability (GA). The exam may contain questions on Preview features if those features are commonly used.

Audience profile

  • As a candidate for this exam, you aspire to understand how customer engagement apps for Dynamics 365 can be used to:
  • Unify profiles and tailor targeted, personalized customer journeys by using Dynamics 365 Customer Insights apps.
  • Efficiently assist users through the complete sales order lifecycle by using Dynamics 365 Sales.
  • Assist agents with case management through the complete customer support lifecycle by using Dynamics 365 Customer Service.
  • Schedule and complete work orders by using Dynamics 365 Field Service.
  • Evaluate how Microsoft 365 Copilot can assist with each of these.
  • The exam is intended for you if you’re seeking to start your journey using Dynamics 365 customer engagement solutions.
  • You can use this exam to prepare for role-based or specialty certifications, but it’s not a prerequisite for any of them.

Detailed outline

Scan each section as a working study checklist instead of one long wall of text.

Describe Dynamics 365 Customer Insights (15–20%)

  • 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 Dynamics 365 Sales (20–25%)

  • 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 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 Dynamics 365 Customer Service (20–25%)

  • 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 Omnichannel for Customer Service
  • Describe reporting and data visualization options in Customer Service
  • Describe use cases for agent productivity tools

Describe Dynamics 365 Field Service (15–20%)

  • 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 resource management and scheduling processes
  • Describe asset management and customer assets
  • Describe Connected Field Service for Dynamics 365