MB-910 Exam Guide: Retired Exam, Skills and Weights

MB-910 is retired. Microsoft's study guide says the exam was retired on December 31, 2025, at 11:59 PM Central Standard Time. The certification page also shows a retirement warning. Use this guide to understand what the exam covered and to choose your next step.

What MB-910 proved and who it was for

The certification is called Microsoft Certified: Dynamics 365 Fundamentals (CRM). Microsoft describes it as a way to demonstrate fundamental knowledge about the customer engagement capabilities of Microsoft Dynamics 365.

It is a Beginner level credential. Microsoft lists the role as Business Owner and the product as Dynamics 365. It targets people who are starting with Dynamics 365 customer engagement solutions.

Candidates were expected to understand how the apps can:

• Unify profiles and tailor customer journeys with Dynamics 365 Customer Insights.

• Guide users through the sales order lifecycle with Dynamics 365 Sales.

• Help agents manage cases with Dynamics 365 Customer Service.

• Schedule and complete work orders with Dynamics 365 Field Service.

• Evaluate how Microsoft 365 Copilot can assist with each of these.

The certification was not a prerequisite for any other Microsoft credential. Microsoft says you can use it to prepare for role-based or specialty certifications.

Skills measured and their weights

These are the weights in the study guide, listed as of December 17, 2024.

Sales and Customer Service carry the most weight. Together they make up roughly 40–50% of the exam.

Some topics worth knowing by name:

• Customer Insights: Journeys (segments, email marketing, events, lead generation) and Data (unified customer profiles, measures, segments, predictions).

• Sales: leads, opportunities, the quote lifecycle, orders and invoices, business process flows, the Sales accelerator, and Sales Insights.

• Customer Service: cases, queues, Unified Routing, SLAs and entitlements, knowledge management, and Omnichannel.

• Field Service: the work order lifecycle, inspections, resource scheduling, asset management, and Connected Field Service.

• Core capabilities: Microsoft Dataverse, Power Platform, and integrations with Teams, Outlook, Excel, Word, and SharePoint.

Exam format, passing score and retakes

Here is what Microsoft publishes.

If the exam isn't offered in your language, the study guide says you can request an additional 30 minutes. Accommodations are also available through Microsoft.

Microsoft lists no training for this exam. It does still link a free practice assessment and an exam sandbox so you can see the question style and interface.

Price and our voucher terms

Microsoft's published list price for this exam is $99.00 USD. Our MB-910 voucher is $44.99. It is valid for 12 months and is redeemed with Pearson VUE.

Microsoft lists the exam as retired. Do not buy the voucher unless Microsoft or Pearson VUE confirms in writing that MB-910 can be booked.

Our store terms, in short:

• The code is emailed within 12 hours of payment and also appears in your account.

• You can cancel an order for a full refund before delivery.

• A delivered code is non-refundable unless the test provider rejects it as invalid, already used, or expired on first use.

• In that case, contact support within 14 days with your order number and a screenshot. The code is replaced or refunded.

Full details are in our refund terms and delivery terms.

Should you still prepare? A quick decision table

A realistic 4-week study plan (about 18 hours)

This plan suits a beginner who wants the knowledge. It is our suggestion, not an official schedule. We split the hours roughly in line with the weights.

1. Week 1 (5 hours): Read the core capabilities section first. Learn what Dataverse and Power Platform do, then cover Sales: lead to opportunity to quote to order to invoice.

2. Week 2 (5 hours): Finish Sales topics such as the Sales accelerator and forecasting. Then cover Customer Service: case lifecycle, SLAs, entitlements, queues, and Unified Routing.

3. Week 3 (5 hours): Cover Customer Insights (Journeys and Data) and Field Service (work orders, scheduling, inspections, assets).

4. Week 4 (3 hours): Take the Microsoft practice assessment. Review every wrong answer against the skills list. Try the sandbox once.

Worked example: trace one customer

Take a customer who buys a service plan and later reports a fault. Walk it through the apps: a marketing journey generates the lead, Sales qualifies it and closes the order, Customer Service logs the case under an SLA, and Field Service dispatches a work order. If you can name the app and the record at each step, you cover most of the exam's logic.

Common mistakes

• Mixing up the apps. Candidates often confuse Customer Insights - Journeys (marketing) with Customer Insights - Data (profiles).

• Skipping Copilot. The skills list includes Microsoft 365 Copilot in Sales, Customer Service, Field Service, and Journeys.

• Ignoring integrations. Teams, Outlook, Excel, Word, and SharePoint appear in the core section.

• Relying on third-party dumps. Question banks may be out of date. Microsoft's own practice assessment shows the real style and wording.

• Studying only one app. Each of the five areas carries at least 15%.

What to do next

The credential was not required for any other Microsoft exam, so there is no required follow-up. If you work with sales processes, see our MB-210 guide for its current status.

For a broader Microsoft entry point, start with our PL-900 exam guide and compare current options in our Dynamics 365 and Power Platform certifications. Only if Microsoft or Pearson VUE confirms in writing that MB-910 can be booked should you consider the MB-910 voucher.

Sources

• Microsoft Certified: Dynamics 365 Fundamentals (CRM)

• Study guide for Exam MB-910: Microsoft Dynamics 365 Fundamentals (CRM)