Microsoft Dynamics MB-910 Exam Questions 2025

MB-910 in 2025: Why CRM Fundamentals Still Matter

Customer relationship management has become a must-have function across nearly every business sector. Whether it’s retail, healthcare, SaaS, or professional services, the demand for systems that organize and track customer engagement is constant. That’s why MB-910 certification still holds strong ground in 2025. It’s a foundational cert that proves you understand how modern CRM systems work specifically those powered by Microsoft Dynamics 365.

MB-910 introduces the core business functions built into Dynamics 365’s customer-focused apps. This includes Sales, Marketing, Customer Service, Field Service, and Project Operations. Each of these apps plays a key role in helping companies manage interactions with prospects, customers, and partners. Understanding how these tools work together is valuable in both business and technical roles.

The real benefit of MB-910 is that it doesn’t require you to configure the system or perform backend operations. Instead, it equips you to understand what the system is built to do, how it’s used by teams, and what value it brings to customer-related processes. That perspective is enough to make you useful in support, business analysis, coordination, and other roles that connect users to systems.

Who Should Even Be Thinking About MB-910?

The MB-910 exam is built for professionals who work close to customers or support those who do. You don’t need to be an IT professional, and you don’t need any programming background. If your work involves CRM tools, client communication, or any type of customer operations, this exam could align well with your role.

It’s ideal for people in support roles, customer success teams, sales coordination, and CRM administration. Business analysts and project managers who collaborate with consultants or CRM users will also benefit, especially if their projects involve Dynamics 365-based systems. Even pre-sales staff who present Dynamics to prospects will find MB-910 helpful as it builds familiarity with features and app purposes.

Many professionals from non-technical backgrounds use MB-910 to transition into tech-adjacent roles. Whether you’re a marketing coordinator looking to understand lead flows, or a service manager interested in CRM reporting, this certification gives you a structured, system-wide understanding. It also works well for people looking to move from general business operations into CRM-related consulting roles.

What makes this exam appealing is that it doesn’t expect past CRM experience. It’s entry-level, but still practical. You’ll walk away with enough working knowledge to contribute during product discussions or user support tasks. And for people who already work in Microsoft environments, it creates a smoother pathway into deeper certifications tied to the Dynamics 365 stack.

What You’ll Actually Learn Studying for MB-910

The learning experience with MB-910 is focused on what the customer engagement apps do, how they help teams operate, and how data moves between them. You don’t get into system setup or admin controls the focus stays on understanding purpose, function, and usage.

You’ll study how Dynamics 365 Sales is used to manage leads, qualify opportunities, and move deals through a pipeline. You’ll learn how the Customer Service app tracks support cases, applies service-level agreements (SLAs), and gives agents visibility over issue resolution.

In the Marketing module, you’ll explore how businesses create campaigns, segment contacts, and score leads based on engagement. You’ll also get a basic understanding of how marketing teams work in tandem with sales teams through shared data and timelines.

Field Service introduces concepts like dispatching technicians, managing work orders, and scheduling services through mobile tools. Project Operations, although less extensive in coverage, teaches you how project timelines, resource assignments, and billable activities are handled through the app.

You’ll also explore how AI plays a role through virtual agents and the Dynamics 365 Assistant, and how reporting is handled using Power BI dashboards and analytics features. Lastly, you’ll learn how apps are connected through Microsoft’s Dataverse and how licensing and user roles impact access across the CRM platform.

This is practical, business-facing knowledge. It’s not theory it’s information that directly supports how real teams use Dynamics 365 to serve customers and drive revenue.

What Roles This Cert Actually Helps You Land

MB-910 is often the first cert that introduces candidates to Microsoft’s business apps, and it’s widely recognized by hiring managers in CRM-related positions. It’s not a certification that puts you in senior roles right away, but it’s the one that gets your foot in the door.

Some job titles that align well with MB-910 include:

• CRM Support Assistant – someone who helps users navigate CRM features, reports issues, and supports day-to-day tasks.
  
• Dynamics 365 Junior Consultant – often shadowing senior consultants, helping with discovery, documentation, and minor configurations.
  
• Functional Analyst (Customer Engagement) – focuses on gathering business requirements and translating them into CRM workflows.
  
• Microsoft CRM Pre-Sales Support – supports demo environments, proposal writing, or answering RFPs in Dynamics-related sales.
  
• Business Systems Coordinator – maintains system documentation, coordinates with vendors, and supports system users.
  
• Client Success Associate – ensures CRM data is accurate, user adoption is strong, and customers are getting value from CRM tools.
  

Even if you’re in a general support or coordination role, this certification shows you understand how Microsoft’s customer-facing apps are structured. That can make the difference in a competitive job market where CRM knowledge is a valuable plus.

Salary expectations vary by region and experience, but CRM-related roles tied to Dynamics generally start around $55K and scale upward. MB-910 also creates a clear path into more advanced certs that can double your pay bracket over time.

What the MB-910 Exam Looks Like Before You Sit It

The exam format for MB-910 is designed to be clear and predictable. Microsoft doesn’t introduce technical labs or configuration tasks. Instead, every question is about understanding what each app is used for and when to apply it in a business context.

The standard breakdown includes:

• 40 to 60 questions per test
  
• Mostly multiple-choice, with some multi-response items
  
• 60 minutes to complete the exam
  
• A passing score of 700 out of 1000
  
• No simulations, coding, or hands-on labs
  
• Delivery through Pearson VUE (either online or at a test center)
  

The content is based on real business roles. A typical question might describe a scenario involving a sales manager tracking deals or a service agent using a dashboard. You’ll be asked which app the user should be working in or which feature solves the issue.

Since the questions are scenario-based, it’s important to know what each Dynamics 365 app is built to do and how it supports business users. Microsoft Learn offers official prep material, and most candidates benefit from reviewing that alongside more focused practice.

The test is manageable, but only if you’ve taken the time to study the purpose and layout of each customer engagement app.

These Are the Topics That Show Up Most Often

MB-910 covers the full range of Dynamics 365 customer engagement apps, but not all topics are equal. Some show up more often, and being ready for those can help you focus your prep and reduce test-day surprises.

Dynamics 365 Sales

This is one of the most heavily tested areas. You’ll need to know how sales teams use the system to manage contacts, track leads, and forecast deals. The pipeline, opportunity stages, and dashboards are key features here.

Dynamics 365 Customer Service

This section includes case management, knowledge articles, and SLA tracking. You’ll be asked how agents respond to support requests, and what tools are available to monitor issue resolution and customer feedback.

Dynamics 365 Marketing

Topics include lead segmentation, email campaigns, scoring models, and campaign analytics. You’ll need to understand how marketing teams interact with leads before they become sales-ready.

Field Service

While smaller in focus, this part touches on resource management, dispatching technicians, and mobile tools used by field workers. It’s important to know how this app supports on-site service delivery.

Project Operations

Exam content here focuses on how projects are created, how teams are scheduled, and how work is tracked and billed. Not a dominant section, but still relevant.

AI and Reporting Tools

Covers Dynamics 365 Assistant, Power BI integration, and the use of insights for decision-making. Expect questions about which reporting tool helps a user understand customer data trends.

Integration and Licensing

These questions test your knowledge of how Dynamics integrates with Microsoft 365 tools like Outlook and Teams. You’ll also see questions on user roles, security, and licensing models.

You don’t need to memorize every button or setting, but you do need to recognize which app solves which business problem and what each one contributes to the customer engagement experience.