Dynamics 365 Fundamentals (CRM)

Understand customer engagement tools with Dynamics 365 Fundamentals CRM. Learn core CRM concepts, workflows, and business use cases. Prepare for certification with guided learning.

about this course

Dynamics 365 Fundamentals (CRM) introduces core customer engagement concepts in Dynamics 365. It covers the basics of sales, customer service, marketing capabilities, and how CRM supports customer relationship processes. It is ideal for beginners and business users starting with Dynamics 365.

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Dynamics 365 Fundamentals (CRM) Course Overview and Modules

Curious how modern CRM systems support sales and customer service without adding complexity? If CRM feels like a black box, this course explains the purpose and capabilities clearly. A fundamentals CRM course can help you:

Understand CRM concepts and how Dynamics 365 supports customer engagement
Explore core capabilities across sales, service, and marketing scenarios
Recognise reporting, automation, and integration ideas at a high level
Understand basic security and role concepts in CRM tools
Build confidence for the Dynamics 365 Fundamentals CRM exam with structured prep

Prerequisites

No prior CRM experience is required, but familiarity with customer facing business processes is helpful. This course is designed for beginners exploring Dynamics 365 customer engagement.

Certification Alignment

Aligned with the latest Dynamics 365 Fundamentals CRM exam objectives (MB-910), covering core customer engagement apps and CRM concepts.

Practical Application

Includes real world sales and service scenarios, feature comparisons, guided demonstrations of CRM capabilities, and examples of how teams use CRM to improve customer outcomes.

Skills You Will Gain

Understand CRM concepts, explain Dynamics 365 customer engagement capabilities, map features to business needs, and communicate how CRM supports sales, service, and marketing workflows.

What you will learn in Dynamics 365 Fundamentals (CRM) Certification

A carefully structured overview of the core concepts, technical domains, and practical competencies you will master to build confidence and certification readiness.

Explain CRM Concepts and Customer Journey Value

Describe how CRM supports customer relationship processes across sales, service, and engagement.

Use Dynamics 365 for Sales Scenarios

Recognise sales capabilities like leads and opportunities and how they support revenue workflows.

Support Customer Service and Case Management

Understand how service features help teams track issues and improve customer experience.

Understand Marketing and Customer Insights Basics

Recognise how customer engagement and insights support targeting and relationship building.

Identify Integration and Extensibility Options

Understand how Dynamics 365 connects with Microsoft tools and can be extended for business needs.

Communicate Value for Business Stakeholders

Explain how CRM helps teams improve productivity, reporting, and customer outcomes.

Dynamics 365 Fundamentals (CRM) Course Statistics

Everything you need to know about this certification, including exam details, delivery modes, duration, and pricing.

Certification

Dynamics 365 Fundamentals (CRM)

Exam Code

MB-910

Starting from

£495

Not sure which format works best for you? Contact us for free advice and we’ll help design a tailored training plan to match your goals. Whether you need flexible course duration, online or on-site delivery, or a customised schedule, our advisors will guide you every step of the way.

Who This Course Is For

Dynamics 365 Fundamentals (CRM) is designed for beginners who want to understand customer relationship management using Dynamics 365, including business users, consultants, and team members in sales or service functions. It is ideal for those supporting customer engagement or evaluating CRM tools who want a clear foundation in Dynamics 365 capabilities and how they support customer focused processes. It helps you understand CRM processes and Dynamics 365 capabilities so you can support adoption, user needs, and stakeholder discussions.

Certification & Exam Information

Certification

Microsoft Certified: Dynamics 365 Fundamentals (CRM)

Exam

Exam code: MB-910
Level: Beginner
Delivery: Proctored exam (online or at an authorised test centre, depending on availability)
Schedule with: Pearson VUE (standard)
Scoring: Scaled score on a 1 to 1,000 scale; passing score is typically 700 or greater
Validity: Does not expire

Official Preparation Resources

Microsoft Learn official study resources and practice assessment
Exam skills outline and sample questions (where available)

Notes

This exam retired on 31 December 2025. If you are planning a Dynamics 365 fundamentals pathway, check Microsoft Learn for the current recommended starting point.

Dynamics 365 Fundamentals (CRM) Careers & Salaries in the UK

Dynamics 365 Consultant (£55,000 avg)

CRM Administrator (£38,000 avg)

Business Analyst (£45,000 avg)

Sales Operations Analyst (£40,000 avg)

Book a Free Consultation With a Course Advisor

Frequently Asked Questions – Dynamics 365 Fundamentals (CRM)

We understand that choosing the right course is important. Below are answers to common questions about training, certification, exams, and career outcomes.

What is Dynamics 365 Fundamentals (CRM) and what does it cover?

Dynamics 365 Fundamentals (CRM) covers practical skills across areas such as customer engagement apps, sales processes, customer service basics. It helps you understand how Microsoft solutions are applied in real organisations and mapped to job roles.

Who should take Dynamics 365 Fundamentals (CRM) in the UK?

It is ideal for beginners, career changers, and non-technical stakeholders who need clear fundamentals for Microsoft platforms in the UK. It is also useful for professionals who need a recognised credential for career progression or a role change into the Microsoft ecosystem.

Are there prerequisites for Dynamics 365 Fundamentals (CRM)?

Most Microsoft exams do not have formal prerequisites, but they assume role-relevant knowledge. For associate and expert levels, hands-on experience with the services improves speed and confidence in scenario questions.

What skills are measured in Dynamics 365 Fundamentals (CRM)?

It measures your ability to work with customer engagement apps, sales processes, customer service basics, marketing and automation concepts, Power Platform integration. The official Microsoft Learn skills outline shows the latest domains and what is emphasised in the current exam.

Do I need an Azure or Microsoft 365 subscription to prepare?

You can learn the concepts without a subscription, but hands-on practice makes the material stick. Using guided labs helps you understand configuration, governance, and troubleshooting in realistic scenarios.

Can I take Dynamics 365 Fundamentals (CRM) online or at a test centre in the UK?

Yes. Microsoft exams are delivered through Pearson VUE, either online with remote proctoring or at a test centre, and you schedule through your Microsoft Learn certification profile. Online testing requires a compatible system and a private space, while test centres are a good option if you prefer an in-person setup.

What is the passing score for Dynamics 365 Fundamentals (CRM)?

Microsoft exams use a scaled score. Many exams are reported on a 1 to 1,000 scale and you typically need 700 or above to pass, with results shown after completion.

How much does Dynamics 365 Fundamentals (CRM) cost in the UK?

Microsoft sets exam pricing by region, and the current UK price is shown when you schedule. Course fees, labs, and practice tests are separate and depend on your training format.

What happens if I fail Dynamics 365 Fundamentals (CRM), can I retake it?

Yes. Microsoft retake rules usually include a short wait after the first failed attempt and longer waits between additional retakes, with attempt limits per year. Always check the current policy before you rebook.

What should I do after Dynamics 365 Fundamentals (CRM)?

Common next steps include Dynamics 365 Functional Consultant certifications in sales or customer service. If you are unsure, choose the route that matches your target job such as admin, developer, security, data, or AI.

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