Microsoft MB-910: Dynamics 365 Fundamentals (CRM) Practice Exam
Cover all five MB-910 skill areas — Customer Insights, Sales, Customer Service, Field Service, and the core capabilities of the customer engagement apps — with objective-mapped practice questions, immediate feedback in Learn mode, and full timed simulation in Exam mode.
Start 24-hour free trial →MB-910 and the Dynamics 365 Fundamentals (CRM) certification have retired
Microsoft retired the MB-910 exam and its certification on December 31, 2025, as part of a broader certifications refresh (its ERP sibling MB-920 retired the same day). Microsoft has not announced a direct fundamentals-level replacement. If you earned the credential before retirement, it stays on your Microsoft transcript permanently — Fundamentals certifications never expire.
New candidates can no longer schedule or sit MB-910. This page and its practice questions remain useful for reviewing Dynamics 365 customer-engagement fundamentals; if you want to continue in Dynamics 365 CRM, the role-based MB-280 Customer Experience Analyst is the current path. Always confirm status on Microsoft Learn.
MB-910 exam at a glance
- Vendor
- Microsoft (Dynamics 365)
- Exam code
- MB-910 (retired December 31, 2025)
- Certification
- Microsoft Certified: Dynamics 365 Fundamentals (CRM) — retired, no direct replacement
- Level
- Fundamentals (foundational, no coding)
- Blueprint
- Skills measured as of December 17, 2024 (the final MB-910 edition)
- Format
- Typically 40–60 questions; multiple choice, multiple response, drag-and-drop, and scenario-based items
- Duration
- About 60 minutes
- Passing score
- 700 of 1000 (scaled, not a raw percentage)
- Delivery
- Was delivered via Pearson VUE test center or online proctored
- Prerequisites
- None. Aimed at functional consultants, business users, and beginners with basic business-process knowledge
- Cost (USD)
- Was $99 USD list price (varied by region)
- Validity
- The Fundamentals certification does not expire for those who earned it
Source: Microsoft Learn — MB-910 study guide (skills measured) and the Dynamics 365 Fundamentals (CRM) certification page. MB-910 retired December 31, 2025.
About the Microsoft Certified: Dynamics 365 Fundamentals (CRM) certification
Dynamics 365 Fundamentals (CRM) was Microsoft’s foundational credential for the customer-engagement (front-office) side of Dynamics 365. It validated a broad, conceptual understanding of how the CRM apps — Customer Insights, Sales, Customer Service, and Field Service — help businesses manage the customer lifecycle from marketing through sales and service, plus how Microsoft Dataverse and the Power Platform underpin them. It was deliberately non-technical: no coding or hands-on administration was required, which made it popular with aspiring functional consultants, business users, and career changers.
MB-910 and its certification retired on December 31, 2025, with no direct fundamentals-level replacement. The concepts on this page remain a solid grounding in Dynamics 365 CRM, and the practice questions are still useful for that. If you want a current, active path in Dynamics 365 customer engagement, the role-based MB-280 Customer Experience Analyst is where the CRM track now leads, and PL-900 Power Platform Fundamentals remains an active fundamentals option covering the Dataverse and Power Platform foundation beneath these apps.
Every PowerKram practice question maps to one of the five MB-910 skill areas and links to the specific Microsoft Learn page it was derived from, so your weak spots become a focused reading list rather than a guess.
MB-910 skill areas and weights
Five skill areas across the Dynamics 365 customer-engagement apps. Sales and Customer Service are the two heaviest, each at 20–25%. Microsoft published each area as a weighting range rather than an exact percentage; the ranges below are reproduced as Microsoft stated them in the final MB-910 edition.
The lead-to-order lifecycle: leads and qualification, opportunity management, the quote and order/invoice processes, the product catalog and price lists, guided selling and business process flows, sales pipeline and forecasting, Sales Insights, and LinkedIn Sales Insights.
The case lifecycle including SLAs and entitlements; workload management with queues and Unified Routing; knowledge management; Omnichannel for Customer Service; reporting and visualization; and agent-productivity tools.
Customer Insights - Journeys (lead generation and qualification, marketing forms, segments, email marketing, customer journeys, and event management) and Customer Insights - Data (unified customer profiles, measures, segments, and predictions).
The work-order lifecycle, inspections, the Field Service mobile app, resource management and scheduling, asset management and customer assets, and Connected Field Service.
The shared foundations: customer engagement apps, Microsoft Power Platform and Dataverse, navigation, shared activities and customers, search and filtering, reporting (dashboards, charts, views), and integration with Teams, Outlook, Excel, Word, and SharePoint.
Source: Microsoft Learn — MB-910 study guide (skills measured, as of December 17, 2024). Microsoft published weightings as ranges; Sales and Customer Service tie for the heaviest band.
Who MB-910 was for
Dynamics 365 Fundamentals (CRM) suited anyone needing foundational literacy in Microsoft’s customer-engagement apps, technical or not:
- Aspiring functional consultants establishing a baseline before role-based Dynamics 365 CRM certifications.
- Business users and stakeholders in sales, service, or marketing who work alongside Dynamics 365 and need to speak its language.
- Career changers and students exploring a path into the Dynamics 365 ecosystem.
- IT professionals and pre-sales staff who scope or support customer-engagement deployments.
There were no prerequisites. Because MB-910 has retired with no direct replacement, new candidates who want a current Dynamics 365 CRM path should look at the role-based MB-280 Customer Experience Analyst, which builds on Sales and Customer Insights; the deeper role-based service and field exams MB-230 (Customer Service) and MB-240 (Field Service) follow those specialties. The active PL-900 Power Platform Fundamentals covers the Dataverse foundation. For the roles this credential supported — with skills, tools, and salary ranges — see the Business Analyst career path.
What this MB-910 practice exam delivers
Learn mode
Get the correct answer, the explanation, and a direct link to the exact Microsoft Learn page each question was derived from — immediately after each question. Best for the app-to-use-case matching MB-910 tests across all five areas.
Exam mode
A timed run in the MB-910 shape — roughly 40 to 60 questions in about 60 minutes — including multiple-response, drag-and-drop, and scenario items, so you build pacing for the fundamentals format.
Source-linked explanations
Every answer cites the exact Microsoft Learn Dynamics 365 documentation page it was built from — so you can verify app capabilities and dig deeper, not just memorize.
Score by skill area
Results break down by the five MB-910 areas — Customer Insights, Sales, Customer Service, Field Service, and core capabilities — so practice tells you exactly which app to revisit.
Sample MB-910 practice questions
Ten free questions across the five MB-910 skill areas, with full explanations and source links to the Microsoft Learn pages each is derived from. The complete bank is available with the 24-hour trial.
A sales rep receives an unqualified inquiry from a trade show and wants to record it in Dynamics 365 Sales before deciding whether it is worth pursuing.
Which record type should they create first?
- An invoice
- A work order
- A knowledge article
- A lead
Show answer & explanation
Correct: D — a lead. In Dynamics 365 Sales, a lead captures an unqualified inquiry at the top of the funnel; it is later qualified into an opportunity if it is worth pursuing — exactly the trade-show inquiry described.
Why not the others: an invoice (A) is created late in the order process; a work order (B) belongs to Field Service; a knowledge article (C) is a Customer Service artifact. None captures an initial unqualified inquiry.
Source: Microsoft Learn — Dynamics 365 Sales → Further reading: PowerKram — MB-280 Customer Experience Analyst →A sales manager wants to see projected revenue for the current quarter based on the value and probability of open opportunities.
Which Dynamics 365 Sales capability provides this?
- Case routing
- Sales forecasting
- Work-order scheduling
- Marketing segmentation
Show answer & explanation
Correct: B — sales forecasting. Forecasting in Dynamics 365 Sales projects expected revenue from the pipeline using opportunity value and probability — the quarter-projection need described.
Why not the others: case routing (A) is Customer Service; work-order scheduling (C) is Field Service; marketing segmentation (D) is Customer Insights - Journeys. None forecasts sales revenue.
Source: Microsoft Learn — Dynamics 365 Sales (pipeline & forecasting) →A support organization commits to responding to and resolving customer issues within defined timeframes, and wants those targets tracked automatically on each case.
Which Customer Service capability enforces these time commitments?
- Business process flows only
- Product price lists
- Service-level agreements (SLAs)
- Sales forecasting
Show answer & explanation
Correct: C — service-level agreements (SLAs). SLAs in Dynamics 365 Customer Service define and track response and resolution time commitments on cases, with timers and escalation — the tracked-timeframe need described.
Why not the others: business process flows (A) guide stage progression but do not enforce time commitments; price lists (B) are a Sales artifact; sales forecasting (D) projects revenue. None enforces case time targets.
Source: Microsoft Learn — Dynamics 365 Customer Service → Further reading: PowerKram — MB-230 Customer Service →A contact center wants agents to handle customer conversations across live chat, SMS, and social channels from a single unified interface.
Which Dynamics 365 Customer Service capability provides this?
- Connected Field Service
- LinkedIn Sales Insights
- Customer Voice surveys only
- Omnichannel for Customer Service
Show answer & explanation
Correct: D — Omnichannel for Customer Service. Omnichannel lets agents engage customers across live chat, SMS, voice, and social channels from one unified agent interface — the multi-channel need described.
Why not the others: Connected Field Service (A) monitors IoT-connected assets; LinkedIn Sales Insights (B) is a Sales capability; Customer Voice (C) collects survey feedback but is not a multi-channel agent workspace.
Source: Microsoft Learn — Omnichannel for Customer Service →A marketing team wants to design an automated, multi-step path that sends a welcome email, waits, then branches based on whether the customer opened it.
Which Customer Insights - Journeys capability is this?
- A customer journey
- A case queue
- A work order
- A price list
Show answer & explanation
Correct: A — a customer journey. A customer journey in Customer Insights - Journeys orchestrates an automated, multi-step path with triggers, waits, and branching based on customer behavior — exactly the welcome-email flow described.
Why not the others: a case queue (B) is Customer Service; a work order (C) is Field Service; a price list (D) is a Sales artifact. None automates a marketing journey.
Source: Microsoft Learn — Customer Insights - Journeys → Further reading: PowerKram — MB-280 Customer Experience Analyst →An organization wants to combine customer data from many sources into a single unified profile for each customer, with measures and predictions.
Which application provides this?
- Dynamics 365 Field Service
- Customer Insights - Data
- Dynamics 365 Sales mobile app
- Microsoft SharePoint
Show answer & explanation
Correct: B — Customer Insights - Data. Customer Insights - Data unifies customer data from multiple sources into a single profile and adds measures, segments, and predictions — the unified-profile need described.
Why not the others: Field Service (A) manages work orders; the Sales mobile app (C) supports sellers on the go; SharePoint (D) is document storage. None builds unified customer profiles.
Source: Microsoft Learn — Customer Insights - Data →A utilities company dispatches technicians to customer sites to perform on-site repairs and maintenance, and needs to track each job from creation to completion.
Which Dynamics 365 Field Service record tracks this job?
- A work order
- An opportunity
- A marketing segment
- A knowledge article
Show answer & explanation
Correct: A — a work order. The work order is the core Field Service record that tracks on-site jobs through their lifecycle — from creation and scheduling to a technician completing the repair — exactly the dispatch scenario described.
Why not the others: an opportunity (B) is a Sales record; a marketing segment (C) is Customer Insights; a knowledge article (D) is Customer Service. None tracks a field job.
Source: Microsoft Learn — Dynamics 365 Field Service → Further reading: PowerKram — MB-240 Field Service →A dispatcher needs to assign the right technician to each work order based on skills, location, and availability, and see it all on a schedule board.
Which Field Service capability supports this?
- Knowledge management
- Lead qualification
- Resource scheduling
- Email marketing
Show answer & explanation
Correct: C — resource scheduling. Field Service resource management and scheduling assigns technicians to work orders based on skills, location, and availability, visualized on a schedule board — the dispatch need described.
Why not the others: knowledge management (A) is Customer Service; lead qualification (B) is Sales; email marketing (D) is Customer Insights - Journeys. None schedules field resources.
Source: Microsoft Learn — Field Service scheduling →A company wants to know where the data for all its Dynamics 365 customer engagement apps — accounts, contacts, cases, opportunities — is actually stored.
Which platform is the shared data foundation for these apps?
- Microsoft Excel
- Microsoft Teams
- Microsoft Dataverse
- Microsoft Outlook
Show answer & explanation
Correct: C — Microsoft Dataverse. Dataverse is the shared data platform that stores and secures the data used by the Dynamics 365 customer engagement apps and Power Platform — the common foundation described.
Why not the others: Excel (A), Teams (B), and Outlook (D) integrate with the apps but are not the underlying data store; the apps’ records live in Dataverse.
Source: Microsoft Learn — What is Microsoft Dataverse? → Further reading: PowerKram — PL-900 Power Platform Fundamentals →A user wants to export a filtered view of Dynamics 365 account records into a spreadsheet to do some quick ad-hoc analysis.
Which Microsoft 365 integration supports this directly?
- Microsoft Bookings
- Microsoft Excel integration
- Microsoft Stream
- Microsoft Whiteboard
Show answer & explanation
Correct: B — Microsoft Excel integration. The customer engagement apps integrate with Excel so users can export views of records for ad-hoc analysis (and, with Excel Online, edit in place) — the described need. Word, Teams, Outlook, and SharePoint integrations are also part of the core capabilities.
Why not the others: Bookings (A), Stream (C), and Whiteboard (D) are Microsoft 365 apps that are not the record-export integration described.
Source: Microsoft Learn — Customer engagement apps & Microsoft 365 integration →Keep going: study & career resources
MB-910 has retired, but the Dynamics 365 CRM path continues through role-based exams, and the business-analyst career track shows where it leads.
Deep dive: MB-910 format, the retirement, study path, and where the CRM track leads now
Exam format and scoring
MB-910 was a fundamentals exam: roughly 40 to 60 questions in about 60 minutes, with a passing score of 700 out of 1000 (scaled). Question formats included multiple choice, multiple response, drag-and-drop, and short scenario-based items. There was no penalty for wrong answers, and the exam focused on concepts and app-to-use-case matching rather than hands-on configuration. See the MB-280 role-based path →
The retirement — what it means
MB-910 and its certification retired on December 31, 2025, together with the ERP-side MB-920, as part of Microsoft’s certifications refresh toward AI-focused and self-paced learning. There is no direct fundamentals-level replacement for the Dynamics 365 CRM fundamentals. If you earned the credential before retirement it remains on your transcript permanently; if you are starting now, there is no fundamentals exam to sit — you would move to a role-based path such as MB-280 instead. Read Microsoft’s certifications-refresh blog →
The five customer-engagement apps
The exam covered the four CRM apps plus their shared foundation. Sales manages the lead-to-order lifecycle; Customer Service manages cases, SLAs, knowledge, and Omnichannel; Customer Insights covers Journeys (marketing automation) and Data (unified profiles); Field Service manages work orders, scheduling, and assets. Underneath all four, Microsoft Dataverse stores the data and the Power Platform provides the low-code foundation. Knowing which app owns which record type is the single most reliable MB-910 skill. See the PL-900 Power Platform path →
Realistic study path (for review)
MB-910 typically took one to three weeks. The concepts still hold value: be able to match a scenario to the right app — lead or opportunity (Sales), case or SLA (Customer Service), journey or segment (Customer Insights), work order or schedule (Field Service) — and know that Dataverse and the Power Platform sit beneath them all. The two heaviest areas were Sales and Customer Service. See the MB-230 Customer Service path →
Cost and delivery (historical)
MB-910 cost $99 USD (regional pricing varied) and was delivered at a Pearson VUE test center or online with a proctor. Microsoft frequently offered discount vouchers through Virtual Training Day events. These details are historical, since the exam can no longer be scheduled. Dynamics 365 Fundamentals (CRM) certification page →
Career outlook for Dynamics 365 CRM skills
Dynamics 365 CRM fundamentals remain valuable for functional-consultant, CRM-analyst, and business-analyst roles, even though the fundamentals exam has retired. The current certification path runs through role-based exams like MB-280 (Customer Experience Analyst), and the Power Platform credentials (PL-900, PL-200) pair naturally with Dynamics 365 work. Career Hub — Business Analyst →
Microsoft MB-910 (Dynamics 365 Fundamentals CRM) exam FAQ
Has MB-910 retired, and what replaces it?
What were the MB-910 skill areas and weights?
What was the MB-910 passing score and format?
Did MB-910 have prerequisites?
Does the certification expire, and what should new candidates do?
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