Microsoft Certified:
Dynamics 365 Fundamentals (CRM)

As a candidate for this certification, you aspire to understand how customer engagement apps for Dynamics 365 can be used to:

• Unify profiles and tailor targeted, personalized customer journeys by using Dynamics 365 Customer Insights apps.
• Efficiently assist users through the complete sales order lifecycle by using Dynamics 365 Sales.
• Assist agents with case management through the complete customer support lifecycle by using Dynamics 365 Customer Service.
• Schedule and complete work orders by using Dynamics 365 Field Service.
• Evaluate how Microsoft 365 Copilot can assist with each of these.

The certification is intended for you if you’re seeking to start your journey using Dynamics 365 customer engagement solutions.

You can use this certification to prepare for role-based or specialty certifications, but it’s not a prerequisite for any of them.