MB-910 case studies
MB-910 · Put your knowledge to work in context.
MB-910, Microsoft Dynamics 365 Fundamentals (CRM), is an entry-level certification for people who want to show they understand how Dynamics 365 customer engagement apps support sales, marketing, customer service, and field service work. It suits career changers, business analysts, project coordinators, sales or service staff, and IT professionals who need shared vocabulary with Dynamics 365 teams before specializing. The MB-910 case studies are 5 cases and about 3,960 words.
1Field Service App Selection for an Industrial Equipment Maintainer
Northwind Industrial Services maintains 8,000 CNC machines and packaging lines for 340 manufacturing customers across three states. Its 120 field technicians receive work orders by phone and email, print them, and close them on paper at the end of the day.
784 words, about 4 min2Omnichannel Contact Center for a Retail Bank
Contoso Bank's retail contact center handles 2.1 million contacts a year with 450 agents in two sites. Customers reach the bank by phone, secure email, web chat, SMS, Facebook Messenger, and WhatsApp.
811 words, about 4 min3Sales Pipeline and Quote Approval at a B2B Distributor
Fabrikam Distribution sells industrial fasteners and safety supplies to 6,000 trade accounts through 85 inside and field sellers. Sellers track opportunities in spreadsheets and personal email; the sales VP cannot produce a reliable 90-day forecast.
809 words, about 4 min4Customer Data and Journeys at a Regional Retailer
Lakeshore Outfitters is a regional outdoor retailer with 74 stores, an e-commerce site, and a loyalty program with 1.2 million members. Customer data sits in the point-of-sale system, the e-commerce platform, a legacy email tool, and a loyalty database.
783 words, about 4 min5Project Delivery and Margin at a Professional Services Firm
Adventure Works Consulting is a 260-person professional services firm with practices in strategy, implementation, and managed services. Consultants log time in spreadsheets and expenses in a consumer app; project managers track budgets in Excel.
773 words, about 4 min