MB-910: Microsoft Dynamics 365 Fundamentals (CRM) Practice Exam
Are you preparing to earn the Microsoft Dynamics 365 Fundamentals (CRM) MB-910 certification? This certification validates your foundational knowledge of Microsoft Dynamics 365 customer engagement apps, helping you demonstrate your ability to understand the core features, functionalities, and capabilities of Dynamics 365 CRM. Whether you’re an IT professional, business analyst, or beginner aiming to build expertise in Microsoft’s CRM platform, this exam is a crucial step toward advancing your career.
What Is the MB-910 Certification Exam?
The MB-910 exam assesses your understanding of the fundamentals of Dynamics 365 customer engagement apps, including sales, customer service, marketing, and related business applications. It covers how Dynamics 365 integrates with other Microsoft services and how it supports digital transformation in business processes. Passing this exam proves your ability to navigate the Dynamics 365 ecosystem, making you valuable in roles that require CRM knowledge.
What Will You Learn?
By preparing for the MB-910 exam, you will gain a solid grasp of key concepts such as:
Understanding Dynamics 365 customer engagement apps and their role in business
Core features of Dynamics 365 Sales, Customer Service, Marketing, and Field Service
How to manage leads, opportunities, accounts, and contacts
Customer service processes including case management and service level agreements (SLAs)
Basics of Dynamics 365 Marketing automation and customer segmentation
Integration with Microsoft Power Platform tools like Power Automate and Power BI
Data security and compliance features within Dynamics 365
Basics of business process automation using workflows and business rules
Topics Covered in This Practice Exam
Our comprehensive MB-910 practice exam covers all the major exam topics to help you prepare confidently:
Overview of Dynamics 365 Customer Engagement apps
Sales module fundamentals
Customer Service module and case management
Marketing module concepts and campaign management
Field Service basics
Integration with Microsoft Power Platform
Security, privacy, and compliance in Dynamics 365
Basic customization and configuration
Why Choose Exam Sage for Your MB-910 Exam Preparation?
At Exam Sage, we understand the importance of reliable and thorough exam prep. Our MB-910 practice tests are designed to closely mimic the actual exam experience with:
Realistic, up-to-date questions aligned with the latest MB-910 exam objectives
Detailed explanations for every question to help you understand the concepts deeply
Practice in the format and style of Microsoft certification exams
Instant scoring and performance feedback to track your progress
Flexible, online access anytime, anywhere
Our goal is to help you pass the MB-910 exam on your first attempt and confidently apply your Dynamics 365 knowledge in the workplace.
Sample Questions and Answers
1. Which of the following Microsoft Dynamics 365 applications focuses primarily on managing customer service operations?
A) Dynamics 365 Sales
B) Dynamics 365 Customer Service
C) Dynamics 365 Marketing
D) Dynamics 365 Finance
Answer: B) Dynamics 365 Customer Service
Explanation: Dynamics 365 Customer Service is designed to help organizations manage customer support operations, including case management, service-level agreements, and knowledge base management.
2. What is the purpose of the Common Data Service (Dataverse) in Microsoft Dynamics 365?
A) To store and manage data used across different Dynamics 365 applications
B) To provide financial reporting for Dynamics 365 Finance
C) To handle marketing automation campaigns
D) To create Power BI reports only
Answer: A) To store and manage data used across different Dynamics 365 applications
Explanation: Dataverse is the underlying data platform that stores and manages data used by Dynamics 365 applications and custom apps.
3. In Dynamics 365 Sales, what is the typical lifecycle stage of a lead before it is qualified?
A) Opportunity
B) Account
C) Lead
D) Contact
Answer: C) Lead
Explanation: A lead is an unqualified prospect that is tracked until it is qualified and converted into an opportunity, contact, or account.
4. Which feature allows users to automate routine tasks in Dynamics 365 Customer Service?
A) Power BI
B) Workflow automation
C) Customer Insights
D) Excel integration
Answer: B) Workflow automation
Explanation: Workflow automation allows users to create automated processes that handle repetitive tasks without manual intervention.
5. Which tool in Dynamics 365 Marketing enables personalized customer journeys?
A) Customer Insights
B) Power Automate
C) Customer Journey Designer
D) Dynamics 365 Finance
Answer: C) Customer Journey Designer
Explanation: The Customer Journey Designer allows marketers to build automated and personalized customer engagement workflows.
6. What role does Power Platform play in Dynamics 365?
A) Provides core financial functions
B) Enhances reporting through Excel only
C) Enables low-code/no-code app development, automation, and analytics
D) Handles email marketing campaigns
Answer: C) Enables low-code/no-code app development, automation, and analytics
Explanation: Power Platform includes Power Apps, Power Automate, Power BI, and Power Virtual Agents, enabling users to build apps, automate processes, and analyze data.
7. Which of the following best describes an “Opportunity” in Dynamics 365 Sales?
A) A record of an individual customer’s complaint
B) A potential sale that is being pursued
C) A marketing campaign
D) An internal workflow process
Answer: B) A potential sale that is being pursued
Explanation: An opportunity represents a potential sale or deal that a salesperson is actively working on.
8. What is the primary use of Dynamics 365 Field Service?
A) Manage online sales
B) Manage and optimize onsite service operations
C) Conduct marketing campaigns
D) Financial reporting
Answer: B) Manage and optimize onsite service operations
Explanation: Dynamics 365 Field Service is used to schedule, dispatch, and manage field service technicians.
9. Which security feature in Dynamics 365 controls user access to data and features?
A) Role-based security
B) Workflow
C) Power BI dashboards
D) Customer Insights
Answer: A) Role-based security
Explanation: Role-based security assigns permissions to users based on their roles, controlling what data and features they can access.
10. What is a “Contact” in Dynamics 365?
A) A company account
B) An individual with whom you do business
C) A sales opportunity
D) A marketing campaign
Answer: B) An individual with whom you do business
Explanation: Contacts represent individual people related to accounts or customers.
11. Which of these is NOT a core area of Dynamics 365 Customer Engagement?
A) Sales
B) Customer Service
C) Supply Chain Management
D) Marketing
Answer: C) Supply Chain Management
Explanation: Supply Chain Management is part of Dynamics 365 Finance and Operations, not Customer Engagement.
12. How can users extend the functionality of Dynamics 365 applications without coding?
A) Through Power Apps and Power Automate
B) By installing third-party apps only
C) Using Microsoft Excel only
D) By writing SQL scripts
Answer: A) Through Power Apps and Power Automate
Explanation: Power Apps allows building custom apps and Power Automate creates automated workflows with little or no code.
13. Which of the following best describes a “Business Process Flow” in Dynamics 365?
A) A financial report template
B) A guided sequence of steps to ensure consistency in business processes
C) An email campaign
D) A database table
Answer: B) A guided sequence of steps to ensure consistency in business processes
Explanation: Business process flows guide users through defined stages to ensure tasks are completed consistently.
14. What is the function of the “Unified Interface” in Dynamics 365?
A) To provide a consistent and responsive user experience across devices
B) To store customer data
C) To automate workflows
D) To manage finances
Answer: A) To provide a consistent and responsive user experience across devices
Explanation: The Unified Interface ensures the same look and feel whether users are on desktop or mobile devices.
15. Which Dynamics 365 application would best help a company manage its email marketing campaigns?
A) Dynamics 365 Sales
B) Dynamics 365 Marketing
C) Dynamics 365 Finance
D) Dynamics 365 Field Service
Answer: B) Dynamics 365 Marketing
Explanation: Dynamics 365 Marketing provides tools for creating, managing, and tracking email marketing campaigns.
16. What is the purpose of “Dashboards” in Dynamics 365?
A) To provide graphical visualization of data and key metrics
B) To create workflows
C) To store customer information
D) To schedule service appointments
Answer: A) To provide graphical visualization of data and key metrics
Explanation: Dashboards display visual summaries of data to help users track performance and insights.
17. Which Microsoft product integrates closely with Dynamics 365 to provide business intelligence?
A) Microsoft Word
B) Power BI
C) Microsoft Outlook
D) Microsoft Teams
Answer: B) Power BI
Explanation: Power BI is used for advanced data analytics and visualization with Dynamics 365 data.
18. Which of the following best describes “Case Management” in Dynamics 365 Customer Service?
A) Managing sales leads
B) Handling customer issues and requests
C) Creating marketing campaigns
D) Managing employee timesheets
Answer: B) Handling customer issues and requests
Explanation: Case management tracks customer problems, complaints, or service requests from initiation to resolution.
19. What is the main benefit of integrating Dynamics 365 with Microsoft Teams?
A) Enhanced financial reporting
B) Collaboration and communication within the context of customer records
C) Automation of workflows
D) Marketing campaign tracking
Answer: B) Collaboration and communication within the context of customer records
Explanation: Integration with Teams allows users to chat, call, and collaborate directly within Dynamics 365.
20. Which data type in Dataverse supports storing image files?
A) Text
B) File
C) Image
D) Lookup
Answer: C) Image
Explanation: The Image data type stores image files associated with records in Dataverse.
21. In Dynamics 365, what is the term used for a reusable set of steps or actions that can be triggered automatically?
A) Workflow
B) Report
C) Form
D) Dashboard
Answer: A) Workflow
Explanation: Workflows automate business processes and can be triggered by events or conditions.
22. Which Dynamics 365 module would help a company track customer preferences and engagement history?
A) Customer Insights
B) Finance
C) Field Service
D) Sales
Answer: A) Customer Insights
Explanation: Customer Insights provides a 360-degree view of customers by aggregating data from various sources.
23. What is the default database used by Dynamics 365 applications to store data?
A) SQL Server
B) Azure Blob Storage
C) Microsoft Dataverse
D) SharePoint
Answer: C) Microsoft Dataverse
Explanation: Dataverse is the cloud-based data storage platform that underpins Dynamics 365 apps.
24. What is the primary use of “Leads” in Dynamics 365 Sales?
A) Managing billing and invoices
B) Tracking unqualified prospects
C) Creating marketing emails
D) Scheduling service appointments
Answer: B) Tracking unqualified prospects
Explanation: Leads represent potential customers who have not yet been qualified.
25. Which of these is an example of a “Role” in Dynamics 365 security?
A) Salesperson
B) Workflow
C) Dashboard
D) Campaign
Answer: A) Salesperson
Explanation: Roles define security permissions, e.g., Salesperson, Customer Service Rep, etc.
26. How does Dynamics 365 ensure data integrity and consistency?
A) Through business rules and process flows
B) Only by manual data entry
C) By exporting data to Excel
D) By deleting duplicates automatically
Answer: A) Through business rules and process flows
Explanation: Business rules enforce data validation and process flows guide consistent data entry.
27. Which licensing model does Microsoft Dynamics 365 primarily use?
A) Perpetual license
B) Subscription-based license
C) Freeware
D) One-time purchase license
Answer: B) Subscription-based license
Explanation: Dynamics 365 uses a subscription model with monthly or annual payments.
28. What is the advantage of using Power Automate with Dynamics 365?
A) Creating custom financial reports
B) Automating repetitive tasks and integrating applications
C) Sending bulk emails manually
D) Managing user security roles
Answer: B) Automating repetitive tasks and integrating applications
Explanation: Power Automate enables workflow automation across Dynamics 365 and other apps.
29. Which entity type in Dynamics 365 is used to represent a company or organization?
A) Contact
B) Account
C) Lead
D) Opportunity
Answer: B) Account
Explanation: An Account represents a business or organization, as opposed to an individual Contact.
30. How does Dynamics 365 handle data compliance and privacy?
A) It does not provide any compliance features
B) Through built-in compliance frameworks and role-based security
C) Only through external tools
D) By disabling data sharing
Answer: B
Explanation: Dynamics 365 includes features for compliance, auditing, and role-based security to protect data.
31. What is the purpose of “Quick Create” forms in Dynamics 365?
A) To allow users to quickly create records with minimal required fields
B) To generate reports instantly
C) To automate business processes
D) To delete records rapidly
Answer: A
Explanation: Quick Create forms let users add new records quickly by showing only essential fields.
32. Which of the following is TRUE about “Field Level Security” in Dynamics 365?
A) It controls access to entire records
B) It controls access to individual fields on a record
C) It is only available for system administrators
D) It is used to create business process flows
Answer: B
Explanation: Field Level Security restricts access to specific fields within an entity based on user roles.
33. How are “Workflows” different from “Power Automate” in Dynamics 365?
A) Workflows are cloud-only, Power Automate is on-premises only
B) Workflows run inside Dynamics 365; Power Automate can automate across multiple services
C) Workflows are for reporting; Power Automate is for data entry
D) They are the same tool with different names
Answer: B
Explanation: Workflows automate processes within Dynamics 365, while Power Automate connects multiple apps and services.
34. What type of chart can you NOT create directly within Dynamics 365 dashboards?
A) Bar chart
B) Pie chart
C) Heat map
D) Funnel chart
Answer: C
Explanation: Heat maps are not natively supported in Dynamics 365 dashboards but can be created via Power BI integration.
35. Which feature helps sales teams track customer engagement automatically in Dynamics 365?
A) Sales Insights
B) Customer Voice
C) Power Apps
D) Business Units
Answer: A
Explanation: Sales Insights provides analytics and engagement tracking for sales activities.
36. How can users access Dynamics 365 data offline?
A) Using the Outlook client with Dynamics 365 App for Outlook
B) Dynamics 365 does not support offline access
C) Only through third-party apps
D) Using Power BI desktop
Answer: A
Explanation: The Dynamics 365 App for Outlook enables limited offline access to records and emails.
37. What is the primary function of “Entity Relationships” in Dynamics 365?
A) To link entities and enable data navigation between records
B) To create workflows
C) To manage user roles
D) To generate reports
Answer: A
Explanation: Entity relationships connect data across different tables (entities) for relational data modeling.
38. Which of the following is NOT a type of relationship in Dynamics 365?
A) One-to-many
B) Many-to-many
C) Many-to-one
D) Many-to-zero
Answer: D
Explanation: “Many-to-zero” is not a valid relationship type.
39. What is the primary benefit of using “Managed Solutions” in Dynamics 365?
A) They cannot be uninstalled once deployed
B) They allow controlled deployment and versioning of customizations
C) They are free solutions provided by Microsoft
D) They only work with finance modules
Answer: B
Explanation: Managed solutions allow packaging and controlled distribution of customizations.
40. Which Microsoft service enables AI-powered form processing in Dynamics 365?
A) AI Builder
B) Power Automate
C) Power Apps
D) Azure Bot Service
Answer: A
Explanation: AI Builder offers form processing capabilities using AI models to extract data.
41. What is the main advantage of “Role-Based Forms” in Dynamics 365?
A) Different forms are shown based on user roles for personalized experiences
B) They automate workflows
C) They generate security reports
D) They replace dashboards
Answer: A
Explanation: Role-Based Forms display different forms tailored to the needs of users based on their roles.
42. Which tool would you use to customize the sitemap in Dynamics 365?
A) Form Editor
B) Site Map Designer
C) Power BI
D) Security Roles
Answer: B
Explanation: Site Map Designer customizes navigation elements in the Dynamics 365 app.
43. What does “Data Loss Prevention” (DLP) policies do in the Power Platform connected to Dynamics 365?
A) Prevents users from deleting records
B) Restricts the flow of sensitive data between connectors
C) Automatically backs up data
D) Encrypts all data in transit
Answer: B
Explanation: DLP policies restrict sensitive data movement between connectors to prevent leaks.
44. Which feature of Dynamics 365 allows capturing data from social media channels?
A) Social Engagement
B) Customer Voice
C) Power BI
D) AI Builder
Answer: A
Explanation: Social Engagement enables monitoring and capturing data from social media.
45. How are “Teams” used in Dynamics 365?
A) To group users for record access and collaboration
B) To manage financial budgets
C) To automate workflows
D) To build Power Apps
Answer: A
Explanation: Teams group users to simplify security management and share record access.
46. What is “Customer Journey” in Dynamics 365 Marketing?
A) A timeline of customer purchases
B) A visual representation of the steps customers take in marketing campaigns
C) A report of customer complaints
D) A sales forecasting tool
Answer: B
Explanation: Customer Journey models marketing interactions to guide prospects through campaigns.
47. Which licensing plan provides access to all Customer Engagement apps?
A) Dynamics 365 Business Central
B) Dynamics 365 Customer Engagement Plan
C) Microsoft 365 Business Basic
D) Dynamics 365 Finance Plan
Answer: B
Explanation: The Customer Engagement Plan includes Sales, Marketing, Customer Service, and Field Service apps.
48. What is the purpose of “Calculated Fields” in Dynamics 365?
A) To store files and attachments
B) To create fields that automatically calculate values based on other fields
C) To generate reports
D) To define workflows
Answer: B
Explanation: Calculated Fields perform automatic calculations based on logic defined by the user.
49. How does Dynamics 365 ensure scalability?
A) By limiting user licenses
B) By using cloud infrastructure and modular apps that scale with business needs
C) By restricting data entry
D) By limiting integrations
Answer: B
Explanation: Cloud infrastructure and modular design allow Dynamics 365 to scale flexibly.
50. What is the function of “Power Virtual Agents” in relation to Dynamics 365?
A) To automate data imports
B) To build AI chatbots for customer interaction without coding
C) To manage email campaigns
D) To customize security roles
Answer: B
Explanation: Power Virtual Agents lets users build chatbots to interact with customers.
51. What type of app is “Canvas App” in Power Apps?
A) A model-driven app based on Dataverse data model
B) A highly customizable app designed from a blank canvas using drag and drop
C) An app that only runs on mobile devices
D) A reporting app
Answer: B
Explanation: Canvas Apps allow users to design highly customized UI apps with drag-and-drop.
52. Which role can create or modify business process flows in Dynamics 365?
A) System Administrator
B) Salesperson
C) Customer Service Rep
D) Marketing Assistant
Answer: A
Explanation: Only roles with system customization privileges like System Administrator can modify processes.
53. What is the difference between “Model-driven” and “Canvas” apps in Power Apps?
A) Model-driven apps use a predefined data model; Canvas apps allow freeform design
B) Canvas apps are only for reports; Model-driven apps are only for workflows
C) They are the same but named differently
D) Model-driven apps run offline only
Answer: A
Explanation: Model-driven apps follow Dataverse data model; Canvas apps are designed freely from scratch.
54. What is “Audit History” in Dynamics 365 used for?
A) Creating backups
B) Tracking changes made to data and configuration for compliance
C) Automating workflows
D) Designing forms
Answer: B
Explanation: Audit History logs record changes for monitoring and compliance purposes.
55. Which connector is typically used to integrate Dynamics 365 with Microsoft Outlook?
A) Dynamics 365 App for Outlook
B) Power Automate
C) Power BI
D) Azure DevOps
Answer: A
Explanation: The Dynamics 365 App for Outlook integrates emails and appointments with CRM data.
56. How are custom business rules implemented in Dynamics 365?
A) Using JavaScript only
B) Using the Business Rules designer for no-code logic
C) By writing SQL scripts
D) They cannot be customized
Answer: B
Explanation: Business Rules allow no-code conditional logic directly within forms.
57. What does the term “SLA” stand for in Dynamics 365 Customer Service?
A) Service Level Agreement
B) Sales Lead Automation
C) Security Log Access
D) System License Allocation
Answer: A
Explanation: SLA defines the expected service levels and timelines for support cases.
58. Which Dynamics 365 app is designed specifically for Field Service?
A) Dynamics 365 Sales
B) Dynamics 365 Field Service
C) Dynamics 365 Finance
D) Dynamics 365 Marketing
Answer: B
Explanation: Dynamics 365 Field Service helps manage on-site service operations.
59. What is a “Record” in Dynamics 365?
A) A single row of data in an entity/table
B) A report template
C) A workflow step
D) A user group
Answer: A
Explanation: A record represents a single data entry in an entity.
60. What is the purpose of the “Solution Checker” tool in Dynamics 365?
A) To deploy customizations
B) To validate and detect issues in custom code and configurations
C) To manage user licenses
D) To automate marketing emails
Answer: B
Explanation: Solution Checker scans solutions to identify potential issues before deployment.
