MB-910 key terms

A Microsoft Dynamics 365 application focused on managing relationships with customers, prospects, and partners. Examples include Sales, Customer Service, Field Service, and Customer Insights, each targeting a specific business function rather than back-office finance or supply chain work.

The customer engagement app that helps sellers track leads, manage opportunities through a pipeline, forecast revenue, and work from a shared customer record. It emphasizes guided selling processes and integration with Microsoft 365 productivity tools.

The app used by support organizations to manage cases, service level agreements, queues, and knowledge articles. It provides a unified agent desktop so representatives can resolve issues across channels while tracking entitlements and performance metrics.

The app for dispatching technicians to customer sites. It covers work orders, scheduling, resource bookings, inspections, and mobile offline use, connecting frontline workers with the back office and with connected devices.

The app that unifies customer data from multiple sources into a single profile and supports journey orchestration and audience segmentation. It helps organizations personalize engagement and measure how customers move through touchpoints.

The app for building campaigns, email journeys, event management, and lead scoring. It targets the marketing team's need to attract and nurture prospects, and it hands qualified leads to the sales process.

The app that supports project-based service businesses, covering sales of projects, resource staffing, time and expense entry, and project accounting. It links customer engagement activities to delivery and profitability tracking.

The cloud data service that stores the business tables used by customer engagement apps. It provides security roles, business rules, relationships, and extensibility, and it is the shared foundation that lets multiple apps work from the same records.

A structured collection of rows in Dataverse that holds records of one kind, such as accounts or contacts. Tables define columns, relationships to other tables, and the forms and views used to interact with the data.

An attribute within a Dataverse table that stores one type of information for each row, such as a phone number or a date. Data types constrain what values are allowed and drive how the field renders on forms.

An application whose interface is generated from the data model, so pages, forms, and views follow the tables and relationships you define. It is the standard app style for customer engagement scenarios and adapts automatically as the schema changes.

The layout that controls how a record's columns appear to users when they create or edit it. Forms can be tailored per role or task, and they group fields into tabs and sections to make data entry efficient.

A saved query that determines which records appear in a list and which columns are shown. Views let different teams see filtered subsets of a table, such as only their open records, without duplicating data.

A set of privileges that grants users access to specific tables and operations, combined with record-level scope such as user, business unit, or organization. Assigning roles controls who can create, read, update, and delete data.

An organizational container in Dataverse that groups users and owns records for security purposes. It is used to segment data access so that one division's records stay separate from another's within the same environment.

A no-code logic component that enforces conditions on a form or table, such as showing a field only when a value is set. Business rules change behavior without custom code and can validate data before it is saved.

The Microsoft service for building automated flows and business process automation. In customer engagement apps, it triggers actions when records are created or changed, sends notifications, and connects Dynamics 365 data to other systems.

The Microsoft low-code platform used to extend or build applications that work with Dataverse and customer engagement data. Canvas apps offer free-form layouts, while model-driven apps follow the data model.

The record type that represents a company or organization you do business with. Accounts act as a hub linking contacts, opportunities, cases, and activities so teams share one view of the customer.

A record representing an individual person, typically associated with an account or another organization. Contacts store communication details and are the target of activities, opportunities, and marketing outreach.

A potential customer or sales opportunity that has not yet been qualified. Leads capture interest from campaigns or inquiries and are qualified into an opportunity and account when the seller decides to pursue them.

A record tracking a potential sale through stages such as qualify, propose, and close. Opportunities hold estimated revenue, close dates, and a pipeline stage so managers can forecast and review deals.

The visual representation of open opportunities grouped by sales stage, showing how much revenue sits at each step. Managers use pipelines to spot bottlenecks and forecast expected revenue for a period.

A model that assigns points to leads based on fit and engagement signals, such as job title, company size, or email interactions. Scores help sellers prioritize which prospects are most likely to convert.

A record that captures a customer issue or request and tracks it through resolution. Cases carry priority, status, and history, and they can be routed through queues and measured against service level agreements.

A holding area for work items such as cases or activities waiting to be picked up by a representative. Queues support routing rules so items reach the right person or team without manual assignment.

A record defining the support a customer is entitled to, including covered products, channels, and terms. Entitlements drive whether a case is covered and can control service level agreements and available support options.

A defined target for response or resolution time on a case, with warnings and failure conditions. SLAs help service teams measure performance and escalate cases that risk breaching commitments.

A structured document of approved information that agents can search and share to resolve cases. Articles support versioning and review workflows so content stays accurate and reusable across the service organization.

The Field Service record describing a job to be performed at a customer location, including tasks, products, and required skills. Work orders are scheduled to resources and updated by technicians as work is completed.

The capability that matches work orders or requirements to available technicians based on skills, location, and availability. Scheduling tools propose bookings and let dispatchers adjust them, improving utilization and on-time arrival.

A signal generated when connected devices report conditions that need attention, such as a failing machine. In Field Service, alerts can automatically create work orders so technicians respond before a customer reports a failure.

A unified record in Customer Insights that combines data about one customer from many sources. Profiles include identifiers, attributes, and measures, and they power segmentation, personalization, and journey targeting.

A group of customer profiles selected by rules or attributes, such as recent buyers in a region. Segments define who receives a campaign or journey and can refresh as underlying data changes.

An automated sequence of marketing or engagement steps that responds to customer behavior, such as sending emails or creating tasks. Journeys move people through triggers and conditions toward a goal like a purchase.

A record of an interaction or task, such as a phone call, email, appointment, or to-do. Activities appear on a timeline for accounts and contacts so teams can see relationship history in one place.

The business outcome where every team works from the same shared customer record instead of separate spreadsheets or systems. It reduces duplicate outreach and gives sellers and agents the full history of interactions.

Customer information trapped in disconnected systems or departments, causing inconsistent records and missed context. Customer engagement apps address this by centralizing data in Dataverse and sharing it across apps.

The business benefit of predicting revenue more reliably using pipeline data and consistent sales stages. Better forecasts help leaders allocate resources, set targets, and spot deals that need attention.

The value of embedding customer data inside familiar tools like Outlook, Teams, and Excel so users act without switching systems. This reduces context switching and increases adoption of the customer engagement app.

The ability to adapt customer engagement apps to specific business needs through configuration and low-code tools rather than replacing the product. Extensibility protects the investment as processes change.