I85PREP
⌘ K
MB-910 study materials
MB-910 study resources

MB-910: Domain 1: Describe Dynamics 365 customer engagement apps

MB-910 · Work through your exam, one topic at a time.

All guide sections

Domain 1: Describe Dynamics 365 customer engagement apps

This domain checks whether you can place each Dynamics 365 customer engagement app in the right business scenario and explain the platform services they share. Questions often give a short scenario and ask for the best app, or ask which capability is common to all apps rather than unique to one.

The five customer engagement apps

  • Sales manages the lead-to-cash cycle: leads, opportunities, quotes, orders, invoices, pipeline, and forecasts.
  • Customer Service manages cases and service experiences: queues, entitlements, service-level agreements (SLAs), knowledge articles, and omnichannel engagement.
  • Field Service manages on-site work: work orders, scheduling and dispatch, customer assets, inspections, and mobile technician execution.
  • Customer Insights is the marketing and customer data app: segments, customer journeys, real-time marketing, consent, and engagement templates.
  • Project Operations supports project-based selling and delivery in customer engagement scenarios: project quotes, contracts, pro forma invoices, time and expense, and resource scheduling.

Shared platform

All apps run on Microsoft Dataverse, which stores business data in tables and enforces security through business units, security roles, and teams. They extend through Power Apps, Power Automate, Power BI, and Power Pages, and integrate with Microsoft 365, Teams, and LinkedIn. Copilot and AI features appear across apps, but the specific skills differ.

Worked example

A pest-control company needs to dispatch technicians, track equipment at customer sites, and capture inspection checklists. The best fit is Field Service: work orders represent the visit, the scheduling board assigns technicians, customer assets hold equipment history, and inspections capture checklist results. Customer Service would manage complaints, not dispatch; Sales would manage the contract, not the visit.

Traps

Do not confuse Customer Insights with customer service analytics. Do not treat Project Operations as only a finance product. Do not assume every app is included in every license. Do not confuse Dataverse with a single app database; it is the shared data platform.