MB-910 cheat sheet

Customer engagement apps share a common Dataverse data platform, so accounts, contacts, and activities are consistent across Sales, Customer Service, Field Service, and Customer Insights.

Dynamics 365 Sales covers the lead-to-opportunity-to-quote-to-order-to-invoice flow; the sales process is driven by configurable business process flows.

Dynamics 365 Customer Service centers on cases, queues, entitlements, service-level agreements, and the Customer Service workspace or Omnichannel for Customer Service app.

Dynamics 365 Field Service manages work orders, scheduling and dispatching, resource bookings, and inspections for on-site service delivery.

Dynamics 365 Customer Insights has two capabilities: Customer Insights – Data (unify and enrich customer profiles) and Customer Insights – Journeys (real-time marketing orchestration).

Dynamics 365 Project Operations connects sales, resourcing, project delivery, and billing for project-based organizations; it can integrate with the Finance app for accounting.

Customer engagement apps are licensed per user with role-based plans; access to specific apps depends on the assigned license and security roles.

Apps are extended with Power Platform: Power Apps for custom apps, Power Automate for flows, Power BI for analytics, and Copilot Studio for agents.

Dataverse stores tables (entities), columns (fields), relationships, and business rules; it is the shared data service behind all customer engagement apps.

Security model layers: business units define data ownership boundaries, security roles grant table and record-level privileges, and teams share access across users.

Business process flows guide users through stages with required fields, while workflows and Power Automate flows automate background or triggered logic.

Sales capabilities include lead scoring, opportunity pipelines, product catalog with price lists and discounts, quotes, orders, and invoices.

Customer Service capabilities include case routing rules, queues, knowledge articles, SLAs with KPIs, entitlements, and Copilot-assisted case summaries.

Field Service capabilities include work order types, incident types, requirement groups, the schedule board, and the Field Service mobile app for technicians.

Customer Insights – Journeys provides segments, real-time triggers, email and text journeys, and consent/ preference centers for marketing.

Reporting options include out-of-the-box dashboards, Power BI integration, and Copilot analytics; auditing and activity tracking record user and record changes.

Unified customer data in Dataverse reduces duplicate records and gives sales, service, and marketing a single view of the customer.

Sales value: shorter sales cycles and higher win rates through guided processes, pipeline visibility, and AI-based lead and opportunity scoring.

Customer Service value: faster resolution and lower cost per case through routing, knowledge self-service, SLAs, and agent-assist Copilot features.

Field Service value: optimized scheduling reduces travel time and increases first-time-fix rates, improving technician utilization and customer satisfaction.

Customer Insights value: personalized, consent-aware journeys improve engagement and marketing ROI while unifying profiles across sources.

Project Operations value: connects pipeline to delivery and billing, improving project profitability visibility and resource utilization.

Cloud delivery lowers infrastructure cost and scales with demand; Microsoft 365 and Power Platform integration reduces tool sprawl and training effort.

Copilot and AI features reduce manual data entry and surface insights, supporting faster decisions while keeping governance and compliance controls.