MB-910 study plan

MB-910 · Give each week a clear focus.

8 weeks · About 7 hours per week

Week 1

Describe Dynamics 365 customer engagement apps

Map the four Dynamics 365 customer engagement apps (Sales, Customer Service, Field Service, Customer Insights) to their core record types and module purposes
Explain how accounts, contacts, leads, opportunities, and activities relate to each other across apps
Distinguish the security model layers: business units, security roles, teams, and record ownership
Describe how Dataverse stores and relates customer engagement data

A one-page app-to-record-type matrix covering all four apps, written from memory and corrected against documentation

Week 2

Trace the lead-to-opportunity-to-quote-to-order-to-invoice lifecycle in Dynamics 365 Sales
Describe the sales accelerator, sequences, and pipeline views without confusing them with marketing features
Identify which Customer Service features handle cases, queues, entitlements, and service-level agreements
Explain knowledge management and omnichannel routing at a conceptual level

A hand-drawn lifecycle diagram for Sales and a separate case-handling flow for Customer Service, each annotated with the records involved

Week 3

Describe Field Service work orders, bookings, resource scheduling, and the scheduling board
Explain the roles of agreements, incidents, and service territories in field operations
Outline Customer Insights profiles, segments, and journeys and how they differ from Sales entities
Compare which app owns which data so overlapping terms (e.g., case vs. work order) are not confused

A 15-question self-quiz on app-specific terminology, scored and with every wrong answer rewritten correctly

Week 4

Consolidate domain 1 by explaining each app's purpose aloud in under two minutes without notes
Articulate three business outcomes each app is designed to improve
Map common business problems to the app that solves them
Identify where apps integrate with each other and with Power Platform

A scored 40-question practice set on domain 1 with a written log of every missed concept

Week 5

Explain the value proposition of customer engagement apps in terms of productivity, insight, and connected experiences
Describe how Copilot and AI features in customer engagement apps reduce manual work
Connect Dynamics 365 to Microsoft 365, Teams, and Power Platform value stories
Distinguish licensing tiers and what each unlocks at a conceptual level

A business-value one-pager per app, each stating the problem, the capability, and the measurable outcome

Week 6

Describe how the apps are customized and extended using Power Apps, Power Automate, and Power BI
Explain reporting and dashboards in customer engagement apps
Outline integration options such as email, telephony, and external systems
Summarize deployment and environment concepts relevant to customer engagement apps

A capability map linking each app to at least two extensibility or analytics features, with a short justification for each link

Week 7

Navigate the core UI patterns shared across apps: views, forms, timelines, and dashboards
Describe mobile and offline capability differences between apps
Explain how Copilot and generative help appear inside the apps
Identify which capabilities are shared platform features versus app-specific

A shared-versus-app-specific feature table covering at least 20 capabilities

Week 8

A timed 50-question practice exam scored at 80 percent or higher, plus a final one-page review sheet

Week 2: Can explain all four apps and their core record types from memory with no more than two errors

Week 4: Scores 75 percent or higher on a 40-question domain-1 practice set

Week 6: Can state the business value of each app in one sentence each and name two extensibility features per app

Week 8: Scores 80 percent or higher on a full timed practice exam and has a written remediation list for remaining gaps