MB-910 — Dynamics 365 Fundamentals (CRM)
I position MB-910 as an orientation exam, not a technical one. The questions do not ask you to configure Dynamics 365 — they ask whether you understand what each application does, what problem it solves, and which capability belongs to which product. The trap most candidates fall into is trying to memorize features in isolation rather than building a model of how Sales, Marketing, Customer Service, and Field Service interlock.
Exam at a glance
| Detail | Value |
|---|---|
| Provider | Microsoft |
| Exam code | MB-910 |
| Full name | Microsoft Dynamics 365 Fundamentals (CRM) |
| Duration | 45 minutes |
| Question count | 40–60 |
| Passing score | 700 / 1000 |
| Exam fee | ~$165 USD |
| Validity | Annual renewal (Microsoft Learn assessment) |
| Delivery | Pearson VUE — in-person or online proctored |
| Retake policy | 24-hour wait after first fail; 14 days after second |
What's tested
MB-910 divides into four application areas. The weighting has been consistent across recent exam versions.
Dynamics 365 Sales (25–30%). The sales pipeline — leads, opportunities, quotes, orders, invoices, and the Dynamics 365 Sales Insights add-on. Key concepts: the lead qualification process (lead to opportunity conversion), the relationship between activities and the timeline, and how Copilot for Sales surfaces context in Outlook and Teams.
Dynamics 365 Marketing (now Customer Insights — Journeys) (25–30%). This area trips candidates who studied older materials. Microsoft rebranded and repositioned Dynamics 365 Marketing as Customer Insights — Journeys. The exam now uses both names. Core content: real-time journeys vs outbound marketing, segments (query-based vs behavioral), customer journey designer, event management, and lead scoring models.
Dynamics 365 Customer Service (25–30%). Cases — the central object — and the full lifecycle: creation, routing, escalation, resolution, SLAs, and entitlements. The Omnichannel for Customer Service layer adds digital messaging channels (chat, SMS, WhatsApp) on top of the base case management. Questions test whether you know which capability requires which license tier.
Dynamics 365 Field Service (10–15%). Work orders, bookable resources, the scheduling board, and the Field Service mobile app. The core concept: the relationship between work order → booking → resource time. Also covers IoT integration via Connected Field Service, which gets one or two questions on most forms.
Common exam traps
Customer Insights — Journeys vs Customer Insights — Data. Microsoft has two products under the Customer Insights umbrella. Customer Insights — Journeys handles campaign orchestration (previously Dynamics 365 Marketing). Customer Insights — Data handles customer data unification from multiple sources (previously Customer Data Platform). The exam uses both names. A question about "creating a unified customer profile from multiple data sources" points to Customer Insights — Data, not Journeys. Many candidates get this wrong because the branding is recent and training materials mix the two.
Segments vs marketing lists. Segments are dynamic and query-based (built with filters like "all contacts in Germany with a score above 50"). Marketing lists are static and manually curated. The exam tests whether you know which is appropriate for a real-time journey versus a one-time email blast. Dynamic segments power real-time journeys; static lists do not.
SLAs vs entitlements in Customer Service. These are often confused. An SLA defines time-based commitments (respond within 4 hours, resolve within 24 hours) and triggers warnings/violations. An entitlement defines how many support interactions a customer has purchased (10 cases per year, unlimited phone support). A customer can have both active at the same time, and cases consume entitlements while SLAs measure response time. Getting the direction of each right matters on scenario questions.
The timeline vs Activities. Activities (phone calls, tasks, emails, appointments) are Dataverse records that exist independently. The timeline is a view — it surfaces related activities, posts, and notes for any record. The exam occasionally asks about where you would find a historical record of customer communications, and "activities" and "timeline" are both offered as choices. The timeline is the display surface; activities are the underlying records.
How ARIA prepares you for MB-910
MB-910 is a breadth exam. The CAT evaluation I run covers all four Dynamics 365 application areas to identify which ones you actually understand versus which ones you have only seen the surface of. Most candidates who come from a Sales background consistently score well on the Sales domain and poorly on Field Service. Those from an IT background often know the architecture but struggle with the specific terminology Microsoft uses for CRM concepts.
For this exam, a 2-phase roadmap is typical. Phase 1 builds the conceptual model — what each application does, how they share the Dataverse foundation, and the key terminology differences. Phase 2 drills scenario-based questions where multiple applications appear in the same scenario and the question asks you to identify the right tool for each part of the requirement.
Timeline: 2–3 weeks for someone with no Dynamics 365 background. 1 week for someone already working in the platform who just needs to cover the areas they have not touched.
Pass guarantee for MB-910
MB-910 qualifies for the ClaudeLab pass guarantee under the standard five conditions: CAT evaluation completed, all roadmap milestones passed, readiness score at or above 80 before the attempt, at least 14 days of active prep, and the milestone history showing no repeated failures. Full conditions here.
Related certifications
MS-900 (Microsoft 365 Fundamentals) covers the broader Microsoft cloud suite and pairs well with MB-910 for someone new to the Microsoft ecosystem. SC-900 (Security, Compliance, and Identity Fundamentals) adds the governance and compliance layer that applies across Dynamics 365 deployments. For developers who want to extend Dynamics 365, PL-400 (Power Platform Developer Associate) is the natural next step — it covers the Dataverse foundation that underpins all Dynamics 365 CRM applications.
Start your MB-910 roadmap
Start your MB-910 roadmap with ARIA → claudelab.me
The exam is short but the rebranding of Dynamics 365 Marketing has caught a lot of candidates off guard recently. I will identify exactly which areas of the current exam content you are weak on and build a roadmap that covers the real exam, not the 2023 version most study guides were written for.