MB-910 and the Microsoft Certified: Dynamics 365 Fundamentals (CRM) credential are retired. If you are finding old study plans that still tell beginners to schedule MB-910, do not build your certification strategy around that exam.<\/p>\n
The useful part of the old syllabus was the CRM foundation: understanding customer data, sales, customer service, marketing\/customer journeys, Dataverse, automation, reporting, and the relationship between Dynamics 365 and Power Platform. Those skills still matter, but Microsoft now validates them through more role-specific and solution-specific paths.<\/p>\n
The historical MB-910 exam<\/a> can still explain what the old fundamentals credential covered, but it should be treated as legacy context rather than a current exam target.<\/p>\n Microsoft did not replace the retired CRM fundamentals exam with one new fundamentals code covering the exact same scope.<\/p>\n Instead, choose a current role-based or solution path based on what you actually want to do.<\/p>\n If you work in customer service, MB-230 and the Dynamics 365 Customer Service Functional Consultant Associate path remain relevant.<\/p>\n If you work in broader low-code business solutions, Power Platform skills may be more useful.<\/p>\n If you work in customer journeys, marketing operations, or agentic business processes, choose the learning path that matches that product area rather than searching for a new \u201cMB-910 replacement.\u201d<\/p>\n Microsoft Dataverse underpins much of the Dynamics 365 and Power Platform application model.<\/p>\n Learn:<\/p>\n Tables.<\/p>\n Rows and columns.<\/p>\n Relationships.<\/p>\n Choice fields.<\/p>\n Security roles.<\/p>\n Business rules.<\/p>\n Solutions.<\/p>\n Data import and integration concepts.<\/p>\n If you understand the data model, the applications become easier to reason about.<\/p>\n A good Dynamics practitioner understands the business process before configuring the application.<\/p>\n For sales, that can mean:<\/p>\n Lead.<\/p>\n Qualification.<\/p>\n Opportunity.<\/p>\n Quote.<\/p>\n Order.<\/p>\n Customer relationship.<\/p>\n For service, it can mean:<\/p>\n Case creation.<\/p>\n Routing.<\/p>\n Queue management.<\/p>\n Knowledge.<\/p>\n Entitlements.<\/p>\n SLAs.<\/p>\n Resolution.<\/p>\n Feedback.<\/p>\n The tool is valuable because it supports these processes; memorizing menu locations is not the same as understanding CRM.<\/p>\n The Dynamics 365 Customer Service Functional Consultant Associate<\/a> path focuses on implementing and improving customer-service processes.<\/p>\n The associated MB-230 exam covers areas such as case and knowledge management, routing, representative experience, service management, automation, analytics, and extending Customer Service through Microsoft Power Platform.<\/p>\n A strong functional consultant should be able to explain:<\/p>\n How cases are created.<\/p>\n How ownership works.<\/p>\n How queues support work distribution.<\/p>\n How priorities and categories affect handling.<\/p>\n How case resolution is controlled.<\/p>\n How related records create customer context.<\/p>\n Practice with scenarios rather than isolated field definitions.<\/p>\n Modern customer-service implementations often use routing rules, queues, representative capacity, skills, and workload distribution.<\/p>\n The business question is not \u201cwhere is the routing setting?\u201d<\/p>\n It is \u201chow should work reach the right representative quickly without overloading the team?\u201d<\/p>\n Customer Service can surface knowledge articles to representatives and customers.<\/p>\n A useful implementation needs:<\/p>\n Ownership.<\/p>\n Review lifecycle.<\/p>\n Search quality.<\/p>\n Version control.<\/p>\n Approval.<\/p>\n Retirement of outdated content.<\/p>\n A large knowledge base with stale articles can make service slower rather than faster.<\/p>\n Service-level agreements should represent meaningful commitments such as first response or resolution targets.<\/p>\n Before configuring an SLA, define:<\/p>\n Which customers receive it.<\/p>\n Which cases qualify.<\/p>\n What starts and pauses the timer.<\/p>\n What happens before breach.<\/p>\n Who owns escalation.<\/p>\n Technology cannot rescue an SLA that the business has not defined clearly.<\/p>\n Dynamics 365 Customer Service now includes AI-assisted capabilities for representatives and service workflows.<\/p>\n Do not treat AI as a button to enable everywhere.<\/p>\n Evaluate:<\/p>\n Source data quality.<\/p>\n Knowledge quality.<\/p>\n Permissions.<\/p>\n Human review.<\/p>\n Customer-data sensitivity.<\/p>\n Escalation.<\/p>\n Measurement.<\/p>\n The same AI governance principles<\/a> that apply to other enterprise AI systems also matter inside customer-service automation.<\/p>\n Dynamics 365 is closely connected to Power Apps, Power Automate, Dataverse, and the broader Power Platform.<\/p>\n A functional consultant should understand when a requirement can be solved with standard configuration and when it needs:<\/p>\n A Power Automate flow.<\/p>\n A custom app.<\/p>\n A Dataverse extension.<\/p>\n A connector.<\/p>\n A custom component.<\/p>\n Developer involvement.<\/p>\nThere is no single one-for-one replacement for MB-910<\/h2>\n
Start with Dataverse because it connects the ecosystem<\/h2>\n
Learn CRM as business process, not software navigation<\/h2>\n
MB-230 is the clearest current customer-service specialization<\/h2>\n
Case management is the core service workflow<\/h2>\n
Routing is now a major operational skill<\/h2>\n
Knowledge management should reduce repeat work<\/h2>\n
SLAs should reflect customer promises<\/h2>\n
Copilot and AI features belong inside a governed service process<\/h2>\n
Power Platform extends Dynamics 365<\/h2>\n