This article preserves the historical context of Microsoft Dynamics 365 Fundamentals / MB-910 and MB-920 while focusing on what the underlying technology still teaches. Microsoft retired both Dynamics 365 Fundamentals exams on 31 December 2025: MB-910 covered customer relationship management (CRM) applications and MB-920 covered enterprise resource planning (ERP) applications. They were separate exam paths, not one universal Dynamics 365 Fundamentals test.
Current training should begin with the Dynamics 365 product area and job role: Sales, Customer Service, Field Service, Finance, Supply Chain Management, or related applications. Consult Microsoft Learn for role-based options; do not treat archived MB-910/MB-920 preparation as a live registration path.
Understanding The Role Of Dynamics 365 In Modern Business
Microsoft Dynamics 365 is not one product or one certification. CRM workloads organize customer-facing interactions such as sales and service, while ERP workloads handle finance, inventory, procurement, and operations. The legacy MB-910 and MB-920 qualifications represented those separate entry-level areas, and their retirement does not retire the business applications.
Dynamics 365 is more than just a single application. It is a collection of interconnected business applications that serve multiple functions including sales, marketing, finance, supply chain, and customer service. The suite’s ability to connect data across departments allows companies to break down silos and create a more unified view of their operations.
For example, when sales and customer service teams share the same data, they can deliver more consistent and personalised customer experiences. Finance teams benefit from accurate and timely information generated by sales transactions, enabling better financial planning. This level of integration ensures that all departments are aligned toward the same business objectives, and decision-makers have a clearer picture of performance metrics.
Key Concepts Covered In Dynamics 365 Fundamentals
A useful beginning is to map a business process end to end. A customer inquiry can become a qualified opportunity, an order, a service case, an invoice, and a customer record; each transition creates ownership, data-quality, and authorization questions. The applications that support the steps vary by organization.
Overview Of Dynamics 365 Functional Areas
Dynamics 365 Sales focuses on leads, opportunities, forecasting, and customer relationships. Customer Service concentrates on case management, knowledge, and service performance. Field Service addresses work orders and resource scheduling; Finance and Supply Chain Management address financial and operational transactions. These areas may integrate but they should not be presented as one interchangeable platform.
Dynamics 365 is made up of several functional areas that cover different aspects of business operations. Each area is designed to work independently but can also integrate seamlessly with the others, allowing for smooth data flow and collaboration across departments.
At its core, the system supports sales, customer service, marketing, field service, finance, and supply chain operations. Each module addresses specific business needs while following common data principles.
Integration, Dataverse, and Security
Dataverse and the Power Platform can connect workflows and business data across applications, but integration needs a clear system of record. Use application and data permissions appropriate to each role, document identity assumptions, and avoid indiscriminate synchronization of sensitive information. A successful integration is measured by process quality, not simply the number of connected services.
Choosing a Current Learning Path
Start from the role: service agent, sales operations analyst, finance practitioner, supply chain analyst, or application consultant. Build a sample business process, understand relevant app modules, and then consult the live Microsoft Learn certification catalog. The retired fundamentals exams may be historical reference points but cannot substitute for current requirements.
Applying the skills in realistic operations
While it is important to understand the definitions and functions of each component, practical application helps cement that knowledge. Setting up a trial environment of Dynamics 365 and experimenting with different modules is an effective way to gain experience.
Breaking down the preparation into smaller goals can make the process more manageable. For example, dedicating a week to learning the sales module, followed by another week on customer service, can create a structured approach that ensures all areas are covered.
An important aspect of preparation is learning how to create dashboards and reports that display relevant metrics for different stakeholders. This involves choosing the right data sources, applying filters, and designing visuals that make the information easy to understand. Understanding these capabilities is essential for demonstrating the practical application of Dynamics 365 in business scenarios.
Because Dynamics 365 encompasses multiple modules, it can be overwhelming to study them all at once. To overcome this, a phased learning plan can help maintain focus and prevent burnout.
For example, learning about automation is one thing, but thinking about how it could improve a specific workflow in sales or customer service is what transforms knowledge into expertise.
The sales module focuses on managing the customer acquisition process from initial contact through to closing deals. It provides tools for tracking leads, managing opportunities, and automating repetitive sales tasks. By keeping all customer-related information in one place, sales teams can better prioritise activities, forecast revenue, and maintain consistent communication with clients.
A Dynamics 365 sales implementation can integrate with other applications to reduce duplicate entry and provide more timely customer context. Record accuracy still depends on the integration configuration, field mappings, permissions and synchronization health. When those are verified, staff can review relevant purchase, service and marketing information with fewer disconnected handoffs.
The customer service module is designed to improve the way organisations handle inquiries, issues, and requests from customers. It includes features for managing cases, tracking service level agreements, and providing self-service options through portals or knowledge bases.
One of the strengths of the customer service module is its ability to create a centralised repository for all customer interactions. This ensures that support agents have a complete history of communications, enabling them to provide faster and more accurate assistance.
It is also important to know how service queues and routing rules can be configured to ensure that inquiries are directed to the right team members. The module’s reporting capabilities are also significant, as they allow managers to track performance metrics and identify areas for improvement.
Microsoft now presents customer engagement journeys under Dynamics 365 Customer Insights – Journeys, formerly Dynamics 365 Marketing. It supports audience segments, event-triggered journeys, email, text and other supported channels, subject to configuration and consent policy. A learner studying the old Marketing application name should recognize the present product without assuming legacy outbound-marketing features remain available in new deployments.
For example, if a piece of equipment needs repair at a client site, the field service module ensures that the right technician is assigned based on skills, location, and availability. It also provides mobile access so technicians can receive updates, log work performed, and capture customer signatures directly from the field.
The finance and operations module is focused on managing accounting, budgeting, and overall financial performance. It helps organisations maintain accurate records, ensure compliance with regulations, and make informed budgeting decisions.
This module also supports supply chain management functions, such as procurement, inventory tracking, and warehouse operations. By combining financial and operational data, it allows businesses to have a complete view of their performance in real time.
The supply chain management module enables businesses to optimise their production, distribution, and inventory control processes. It ensures that products are available where and when they are needed, while also reducing excess stock and associated costs.
Dynamics 365 applications can exchange information through supported Dataverse, connector, integration and business-process patterns, but a correct customer or transaction record is not guaranteed to appear automatically in every module. For example, lead-to-opportunity flow depends on the deployed applications, mappings, workflow design, permissions and duplicate-handling rules. Teams should verify which component owns a record and which synchronization or process step transfers it before claiming a single version of truth.
In real-world scenarios, organisations rarely use just one module. A retail company might use the sales module to track in-store and online transactions, the marketing module to run seasonal promotions, and the finance module to manage revenue and expenses. By understanding the fundamentals of each module, professionals can design solutions that address specific challenges while ensuring that all systems remain connected.
A solid grasp of these fundamentals begins with learning how the platform supports sales, marketing, service, operations, and finance functions. This means being able to describe the role of each module, outline how it interacts with other systems, and explain how data flows across the organisation. It is equally important to be familiar with basic cloud concepts, as Dynamics 365 operates in a cloud environment and relies on principles like scalability, security, and high availability.
Business applications in Dynamics 365 are designed to address specific operational needs while allowing for integration with other solutions. This requires recognising how a given problem, such as managing customer relationships or tracking supply chain operations, can be solved using the correct module.
A deeper understanding of business applications also involves recognising their adaptability. Dynamics 365 modules are not limited to a single industry or process; they can be configured to suit various business models.
The Common Data Model describes shared concepts and schemas, while Microsoft Dataverse is a data platform used by many Dynamics 365 and Power Platform scenarios. Consistent meaning across integrated systems still depends on implemented mappings, table design, permissions and data-quality controls. A shared label does not automatically enforce correct access or eliminate duplicate customer records.
Daily or weekly goals can help maintain consistent progress. For example, one week could focus on sales and marketing modules, while the next might cover customer service and field operations. Breaking down the content into manageable sections prevents overwhelm and ensures steady advancement.
A valuable approach at this stage is to challenge yourself with complex, multi-step scenarios that require the integration of several concepts. For example, you might explore how a business could use Dynamics 365 to manage both sales and customer service workflows while ensuring accurate data flow between departments. This method forces you to think through how different modules, data structures, and processes work together.
By now, you should already have some practical experience navigating the Dynamics 365 environment. In the advanced preparation phase, focus on increasing your speed and efficiency in using the platform. Familiarise yourself with shortcuts, navigation paths, and quick access features that can help you quickly locate information during practice.
It should be treated as the first solid step toward deeper expertise in the Dynamics 365 ecosystem. Continued learning will keep your skills sharp and your understanding aligned with the platform’s evolving capabilities.
How to use this material now
The former MB-910 CRM and MB-920 ERP exams covered different Dynamics 365 foundations and both retired at the end of 2025. A new learner should choose a real business process—such as customer case handling, an order-to-cash workflow or inventory replenishment—and map users, records, permissions and reports for that process. Use live Microsoft Learn role guidance instead of recycled registration instructions for either retired fundamentals examination.