Microsoft MB-910 Is Retired: What to Learn Next

MB-910, Microsoft Dynamics 365 Fundamentals (CRM), retired December 31, 2025. It can no longer be booked as a new certification examination. The historical MB-910 outline remains useful for understanding how Dynamics connected sales, customer service, customer journeys, Dataverse and Power Platform, but it is not a current exam checklist.

There is no single new exam that reproduces the former broad CRM fundamentals qualification. Microsoft now publishes role-oriented credentials for service consultants, sales AI specialists and other Dynamics professionals. A learner should choose based on the customer process and technical responsibilities they intend to own, rather than searching for a superficially similar code.

Start by modelling the customer data in Dataverse

Dataverse is a shared data platform used by many Dynamics 365 and Power Platform applications. A useful entry project represents accounts, contacts, products, service cases, tasks and relevant relationships with clear ownership and validation. The design should describe how a person or team sees the records they actually need.

Build a fictional customer service database with a company, two contacts, a purchased product and an open case. Decide when a case may be related to an asset, how duplicate contacts will be identified and which historical fields must remain stable after a customer updates an address.

The data model must support security and reporting. Don’t store every note in a universally readable field or add redundant information to every record just to make a first demonstration easier. Check actual Dataverse authorization and auditing behavior before relying on the design.

Understand CRM as a service process, not a menu tour

A CRM workflow spans customer contact, business context, triage, ownership, action, communication and resolution. These steps require consistent definitions and responsibility across sales and customer service, even when users operate in different Dynamics apps.

Use a case where a client reports a broken product. Record the intake channel, contractual entitlement, symptoms, relevant knowledge article, specialist team and accepted resolution. Map which events change the case status, which events notify the customer and what must be recorded for audit.

A successful exercise is not merely opening a case form. It proves that work reached the responsible team, the customer was informed and the final outcome is traceable.

MB-230 is the active customer-service specialization

For a candidate who will configure support operations, the active MB-230 Dynamics 365 Customer Service Functional Consultant exam is a practical direction. Microsoft’s current study guide, with skills measured as of March 11, 2026, emphasizes managing cases (51–55%), configuring representative experience and routing (25–30%), and extending customer service (15–20%).

That scope includes case management, knowledge, entitlements and service-level agreements, agent workspaces, queues, routing, analytics and supported Power Platform extensions. The MB-230 role guide can help orient practice, but first-party Microsoft Learn controls the exam version and bookability.

MB-230 is not a wholesale equivalent of MB-910: it examines deeper service implementation tasks instead of broad CRM terminology. Candidates focused on sales, marketing or data integration should consider a different current role according to their work.

Design cases, queues and routing together

A customer case needs a consistent definition of priority, owner, permitted resolution and handoff. Queues and routing rules distribute work, but the design should account for specialist capacity, language, after-hours coverage and escalation.

For a practice scenario, create two queues: ordinary service and urgent hardware faults. Route incoming cases based on product and severity, then simulate a specialist who is unavailable. Verify the case remains visible and is reassigned according to the business rule instead of silently waiting.

Document what happens if customer data are incomplete or no agent matches the routing criteria. A technical rule that looks correct in an interface can still fail a service objective if its exception path is undefined.

Use knowledge articles and SLA commitments responsibly

Knowledge management should help agents deliver consistent answers without copying outdated guidance. Build an approved knowledge entry with an owner, effective date, review process and clear conditions for use. Record feedback when the article does not resolve the case and give the responsible team a way to fix it.

Service-level agreements should represent realistic response and resolution commitments, with calendars and pauses reflecting the customer’s contract. Measure the outcome customers actually experience rather than optimizing only a dashboard threshold.

Test a case that crosses an SLA boundary, then compare the configured timer, escalation and communication against the agreed service policy. A timely notification is useful, but it does not erase the underlying delay.

Evaluate AI assistance and agent permissions

Dynamics Copilot capabilities can help summarize service context, locate knowledge and support customer-service work where licensed and supported. These functions introduce data-access, accuracy and workflow risks that are not addressed merely by enabling a feature.

Design an evaluation set containing a routine case, missing documentation, a confidential record and an ambiguous customer request. Check whether the assistant cites permitted sources, declines unsupported claims and respects identity and data boundaries. A human should approve decisions that could materially affect customers.

The AI governance and human oversight guide can support review, but actual tool permissions, tenant licensing, monitoring and audit evidence must be confirmed in current Microsoft documentation.

Extend the process with Power Platform carefully

Power Automate, Power Apps and Dataverse extensions can connect CRM workflows to approvals, follow-up tasks and external systems. Choose a supported approach after considering record ownership, data exposure, retry behavior and licensing.

A useful exercise starts with a new case, sends an authorized approval request and updates the case when a decision is recorded. Simulate a timeout and verify that a retry does not create duplicate tasks or overwrite a valid later decision. Capture a trace that another person can inspect.

Use solutions and appropriate environment controls to move configurations through a safe development and release process. The current Power Platform certification roadmap helps distinguish functional consulting and development from retired exams, but direct issuer pages determine the active assessed requirements.

Measure service outcomes rather than vanity metrics

Customer Service reports should help managers act: backlog by urgency, cases awaiting customer information, repeat contacts, routing delays, SLA performance and knowledge article effectiveness. A count of closed cases alone can conceal reopenings or unsatisfactory resolution.

Create a small dashboard from fictional service records, defining each metric and its time window. Break one data input deliberately and inspect whether the report identifies an incomplete or duplicated record. Protect confidential fields and explain who is authorized to view each analysis.

An analyst should also consider whether one change genuinely improves customer outcomes. Faster closure that causes more repeat cases may be the wrong measure of success.

A role-first roadmap after MB-910

Begin with Dataverse data and security fundamentals, then implement a representative case workflow including queues, knowledge and an SLA. Add a controlled automation, a small dashboard and a change-deployment plan. For each stage, document what failed, what evidence identified it and which correction was safe.

If customer service is your main responsibility, compare these artifacts against the current MB-230 study guide. If you want to specialize in sales AI, broader business applications or app development, inspect those separate current credentials instead of assuming MB-230 is everyone’s mandatory successor.

For the full Microsoft certification roadmap, use the active Microsoft Learn catalog as the final source. Preserve MB-910 as historical context, not a credential to schedule. Practical work and an appropriately chosen current exam provide a more accurate way forward.