MB-240 Real Exam Questions
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DRAG DROP
A customer wants work orders to have Service Level Agreements (SLAs) enforced for emergency high-priority work orders.
In which order should you perform the actions? To answer, move all actions from the list of actions to the answer area and arrange them in the correct order.
DRAG DROP
To improve communications with customers, your company has decided to implement Twilio, a third-party communication platform that has call and messaging capabilities.
The Twilio solution includes a number of core components to deliver the capability, all of which need to be set up.
Which five steps should you take in sequence to prepare data for optimization? To answer, move the appropriate actions from the list of actions to the answer area and arrange them in the correct order.
Note: This question is part of a series of questions that present the same scenario. Each question in the series contains a unique solution that might meet the stated goals. Some question sets might have more than one correct solution, while others might not have a correct solution.
After you answer a question in this section, you will NOT be able to return to it. As a result, these questions will not appear in the review screen.
You are implementing Microsoft Dynamics 365 Field Service for a health care institution. Each day, the institution receives a large number of appointment requests for pediatricians.
You have the following requirements:
1. create a daily schedule for pediatricians with a frequency of 30 minutes for each slot.
2. provide a full-day schedule with start times and end times.
Solution: You create a fulfillment preference with interval details with a duration of 30 minutes for the whole day, associate it to a requirement, and then book the requirement with the schedule assistant.
Does this meet the goal?
Correct answer: B
Note: This question is part of a series of questions that present the same scenario. Each question in the series contains a unique solution that might meet the stated goals. Some question sets might have more than one correct solution, while others might not have a correct solution.
After you answer a question in this section, you will NOT be able to return to it. As a result, these questions will not appear in the review screen.
You are implementing a Microsoft Dynamics 365 Field Service solution for a client.
The client needs to be able to view the Parent Asset and Master Asset when the Primary Incident Customer Asset is associated to a work order. The asset data should not be stored directly on the work order. It should only be visible when the Customer Asset is selected.
Solution:
1. Create the Parent Asset and Master Asset on the work order.
2. Use a business rule to populate the fields from the Customer Asset.
Does this meet the goal?
Correct answer: B
You created a work order and added a price list to that work order.
You need to anticipate what will happen when you add an additional work order product which is missing from the work order price list.
What is the outcome?
Correct answer: A
DRAG DROP
A customer experience manager wants to send unique portal links to each of their customers by email.
You need to enable an existing Microsoft Power Automate flow to send emails with unique links.
Which four actions should you perform in sequence? To answer, move the appropriate actions from the list of actions to the answer area and arrange them in the correct order.
Testlet 1
Case Study
##Case
This is a case study. Case studies are not timed separately. You can use as much exam time as you would like to complete each case. However, there may be additional case studies and sections on this exam. You must manage your time to ensure that you are able to complete all questions included on this exam in the time provided.
To answer the questions included in a case study, you will need to reference information that is provided in the case study. Case studies might contain exhibits and other resources that provide more information about the scenario that is described in the case study. Each question is independent of the other questions in this case study.
At the end of this case study, a review screen will appear. This screen allows you to review your answers and to make changes before you move to the next section of the exam. After you begin a new section, you cannot return to this section.
To start the case study
To display the first question in this case study, click the Next button. Use the buttons in the left pane to explore the content of the case study before you answer the questions. Clicking these buttons displays information such as business requirements, existing environment, and problem statements. When you are ready to answer a question, click the Question button to return to the question.
Company Overview
Company Overview. Company Structure
Contoso Compressor Ltd. is a large global manufacturer with 12,000 employees. Contoso Compressor produces, installs, and services large B2B and small B2C gas and air compressors.
They have manufacturing plants and service centers in:
North America (Canada, US, Mexico) Territories
- US - 600 Service Technicians, 60 Call Center Agents, 30 Dispatchers
- Canada - 300 Service Technicians, 30 Call Center Agents, 15 Dispatchers
- Mexico - 200 Service Technicians, 20 Call Center Agents, 10 Dispatchers
Europe Territories
- Germany - 200 Service Technicians, 20 Call Center Agents, 10 Dispatchers
- France - 150 Service Technicians, 15 Call Center Agents, 7 Dispatchers
- Italy - 100 Service Technicians, 10 Call Center Agents, 5 Dispatchers
South America Territories
- Brazil - 200 Service Technicians, 20 Call Center Agents, 10 Dispatchers
- Argentina - 100 Service Technicians, 10 Call Center Agents, 5 Dispatchers
India Territories
- Mumbai - 100 Service Technicians, 10 Call Center Agents, 5 Dispatchers
- Chennai - 150 Service Technicians, 15 Call Center Agents, 7 Dispatchers Contoso
Contoso Compressor sales channels include direct and via distributors.
Contoso Compressor service and installation channels include direct and via service partners.
Company Overview. Existing Systems
Existing systems:
- SAP for ERP
- Siebel for Sales and Customer Service
- Home grown for Field Service and Installations
Dynamics 365 has been selected for Sales, Customer Service, and Field Service.
Azure IoT and Azure Machine Learning have been selected for Connected Field Service.
Sales and Service Overview -
Sales and Service Overview. B2B Sales and Service Overview
Sales
- 70% of total Sales & Service Revenue
- 20% new sales revenue is through distributors
Installations
- Variety of large compressors
- Scheduled with Dispatch when equipment has been shipped
- Take a crew of 2-3 technicians
Service
- 95% of service calls handled by Contoso Call Center
- All calls come to a regional service center
- Break Fix
- Planned/Preventive Maintenance
- Both Break Fix and Planned/Preventive Maintenance Work Orders require 1 technician
- Planned/Preventive Maintenance
- Requires a detailed Inspection prior to restart of equipment
Sales and Service Overview. B2C Sales and Service Overview
Sales
- 30% of total Sales & Service Revenue
- 100% of new Sales revenue from distributors
No Installation
Service
- 95% of all service issues handled by partners/distributors
- Service calls to Contoso Call Center are routed to a partner/distributor for service
- Only 1% of all Service Revenue
Sales and Service Overview. Business Goals
Contoso Compressor desires to double both their Sales and Service Revenue over the next 5 years.
To achieve this, they have developed the following goals as part of implementing a new CRM Sales, Service, and Field Service application:
1. New Acquisitions
2. Partner/Distribution network expansion for B2B and B2C
3. New B2B Service Offerings
4. Increase Customer Satisfaction/NPS
Current Challenges
Current Challenges. Call Center -
- Siloed systems
- Disconnected from other regions
- Poor Return tracking
- Poor partner visibility
Current Challenges. Work Order Management
- No visibility to truck stock
- No task breakdown on Work Orders
- Poor reconciliation to partners/distributors
Current Challenges. Resource Management
- No crew capability for installs
- No visibility across regions
Current Challenges. Contract/Agreement Management
- Service is often given away due to poor entitlement tracking
- No tickler system for renewals
Current Challenges. Asset Management
- No sub-asset tracking
- No work Order history
- No visibility to detailed location tracking
- No ability to connect to IoT
Current Challenges. Mobile Technician Capability
- No offline mode
- Inspections are done manually
- No quoting, signature, or job summary/print capability
Current Challenges. Scheduling -
- Lack of status updates from technicians
- Manual crew scheduling for installs
- No ability to estimate travel time
- No filter capability to search for the best technician
Desired Functionality
Desired Functionality. Call Center
- Customer 360 capability with Knowledge Base
- Visibility to Partner/Distributor information
- Portal capability for customer visibility to Knowledge, equipment owned, open work orders and cases
Desired Functionality. Work Order management
- Defined Work Order Tasks
- Inventory tracking
- Digital Inspections with Branch Logic and Reporting
- Integration to ERP for proper pricing and invoicing
Desired Functionality. Inspections
- Conditional logic for Gas Compressor pressure reading failure
- By looking at the reading, a technician can see if it's in the red, indicating failure. If fail, must shut down,
clean or replace pressure valve
- Impromptu Inspections - the ability to create inspections at a customer site on assets without a work
order while working on another work order at the customer site.
- Inspection results are critical to review with the customer after the inspection is performed
Desired Functionality. Resource Management
- Flexible Work Hours
- Crews, equipment tracking as resources for scheduling
- Skills with proficiency levels
- Drip Scheduling for planned maintenance jobs
Desired Functionality. Asset Management
- Track Asset sub-components
- Connected Service for new equipment
- Azure Machine Learning to offer a new chargeable service for machine uptime
- Capture defined asset readings to feed the Azure Machine Learning model
- Many internal assets are used on jobs. We need to be able to schedule those assets with a technician
on a job.
- We also perform our own maintenance on internal assets
- These would not be needed for RS
Desired Functionality. Contract/Agreement Management
- Generate Planned Maintenance jobs 3 months in advance for capacity planning
- Tickler system to notify customers of expirations
- Track covered equipment and related entitlements
Desired Functionality. Mobile Technician Capability
- Offline
- Digitized Inspections
- Geo-fencing for no-touch arrival and departure
- "Uber-like" functionality, notifying customers when a technician will be arriving
- Remote Assist functionality to quickly get junior technicians in the field and increasing first time fix rate
Desired Functionality. Scheduling
- Schedule Boards visible to each region
- Assign resources based on skills and proficiency
- Visibility to access resources from other regions
- Drip Scheduling for inspection jobs
- Scheduling optimization for small jobs
- Automated crew assignment for installation jobs
Desired Functionality. Returns Management
- RMA's
- Tied to Customer Service
- Track open Returns to reduce part/asset leakage & charge for not returned items
- The biggest issue we face today is that we can't track an item that a customer has returned
- RTV
- Ability to send in-warranty parts back to vendor for credit or exchange
Desired Functionality. IoT
- IoT devices will be place on all new and existing equipment.
- Devices will measure compressor temperature and motor pressure of the equipment.
- Azure Machine Learning is desired to predict failure based on trends of compressor temperature and
pressure readings.
- Currently, there is no way to capture backflow pressure because it can only be measured during the
onsite inspection by a technician.
- Contoso Compressor would like to capture that value and feed it back to the machine-learning algorithm
to better measure performance and predict failure.
You are the lead consultant on a Dynamics 365 Field Service implementation for Contoso Compressor.
Which two things must the technician do to set up the system frequency results and meet Contoso's requirements from the Case Study? Each correct answer presents part of the solution.
Correct answers: A, D
You are a Dynamics 365 for Field Service system administrator.
You are configuring a new instance of Dynamics 365 for Field Service. The organization needs to automatically generate work orders based on agreements, and send invoices on a recurring basis by customer.
Solution: You implement the following configuration changes.
1. Create Agreement
2. Define Booking Setup
3. Set Booking Recurrence
4. Create Invoice Setup
5. Define Invoice Recurrence
Does this meet the goal?
Correct answer: A
As part of the Microsoft Dynamics 365 Field Service implementation, your company wants to track the time that technicians spend on work orders and other scenarios. The company wants to be able to report on utilization and billing.
You need to advise on the ways time entries can be created in Field Service.
What are three possible ways? Each correct answer presents a complete solution.
NOTE: Each correct selection is worth one point.
Correct answers: B, C, E
Overview. Company structure
Litware, Inc. is a multi-national home improvement retail company with stores around the world. Litware, Inc. also offers various installation and repair services using a combination of employees and subcontractors.
Litware, Inc. has stores located throughout the United States and Canada. The company has three main types of stores:
1. DIY Stores are retail and contractor stores with supply items for DIY projects.
- Offer electrical, lightning and other home improvement items.
- Only offer delivery and installation services for major appliances.
2. Pro Stores offer design ideas for major home renovations.
- Staffed with design experts for every major category, expert installation services, service technicians,
and site coordinators.
3. Home Improvement Stores offer the convenience of purchasing items available in the DIY stores, but also include the expert design, installation and repair services offered in the Pro Stores.
Overview. Staff
Each type of store has a different combination of designers, service technicians and installers.
DIY Stores
- Installers
- Work 8am-6pm Monday to Friday.
- Saturdays and Sundays are generally off days.
- Delivery
- Pick up at the local warehouse for each store.
- Delivery personnel have a rotating work schedule. Monday to Friday every other week. Wednesday to
Sunday every other week.
Pro Stores
- Designers
- Work various hours and days of the week.
- Assigned to a department based on skills and expertise.
- Installers
- Work 8am-6pm Monday to Friday.
- Assigned to a geographic region.
- Repair Technicians
- Normal work hours 8am-6pm Monday to Friday.
- Nights and weekends for emergencies only, based on availability.
- These are all subcontractors.
Home Improvement Stores
- Designers
- Assigned to a department based on skills and expertise.
- Delivery
- Pick up at the local warehouse for each store.
- Delivery personnel have a rotating work schedule. Monday to Friday every other week. Wednesday to
Sunday every other week.
- Installers
- Work 8am-6pm Monday to Friday.
- Assigned to multiple stores in a geographic region.
- Repair Technicians
- Normal work hours 8am-6pm Monday to Friday.
- Nights and weekends for emergencies only, based on availability.
- These are all subcontractors.
- Dispatchers
- Assigned to all territories in the region.
- Assign repair and installation work to technicians based on skill.
All internal delivery, repair and installation employees will utilize the Field Service mobile app. Litware, Inc. employees will have full-service licenses, while subcontractors will not.
Overview. Regions
Dispatchers can see all work request data for their region, including resources.
The United States regions are:
Canadian regions are broken down by province where Litware, Inc. either has stores or provides services:
Existing Environment. Data management structure
Litware, Inc, store employees can see data within their region. This is to provide better support of customers and stores within the regions.
The current data access structure appears as follows:
Existing Environment. Field Service difficulties
Typical job assignment is as follows:
- Appliance Delivery & Hookup: 2 resources - subcontracted out
- Landscaping: minimum 2 resources. 1 expert
- Carpeting: 2-3 resources
- Tile Flooring: 2 resources
- Kitchen Cabinets: 3 resources
- Hardwood Flooring: 2 resources
- Repairs: 1-2 resources
A spreadsheet tracks the skills and certifications earned by each internal employee. They are:
The Skill Proficiency Model used at Litware, Inc. is as follows:
1- Novice
2 - Inexperienced
3 - Moderate Experience
4 - Experienced
5 - Expert/Certified
For each type of job, there must be at least one certified or highly experienced resource on the job. Their current system does not have a way to share technical documents and instructions with the technicians and have them review it while onsite.
All work is printed out and the provided to the resources. Contractors are currently emailed the job details to which they need to confirm availability. Contractors sometimes decline work. In some of these cases, the Litware, Inc. dispatch team does not react quickly to this information and the customer's work or delivery is delayed.
Existing Environment. Customer base
Currently all customers and their data are held in Dynamics 365 Finance and Operations (D365 F&O).
- Most store employees do not have access to this data as it is currently being implemented for backend
features, such as inventory and invoicing.
- Designers and those scheduling can pull up a customer and their pending orders and installations, but
they cannot see the payment details and terms.
85% of Litware's customers are households.
15% are construction-based companies that either purchase or hire Litware, Inc. for specific jobs.
- Most of these companies receive a 5-10% discount on supplies and 10% discount on labor.
- Some are Non-Profit Organizations (NPOs) and they receive a flat 15% discount.
Requirements. Planned changes
Litware, Inc. plans to implement Dynamics 365 Field Service. The requirements gathered during analysis are:
Work Orders and Scheduling
- Scheduling based on resource skill, and number of required resources based on job type and duration.
- Preventative Maintenance emergency calls take priority over other types of jobs.
- Schedule resources based on location, maximizing total work hours and then minimizing drive time.
- All HVAC down jobs require a resource to be onsite at the customer location within 2 hours, per contract
terms.
- Some high-end HVAC systems can tell the company when the system is experiencing issues. Alert
dispatchers when this occurs if this feature is enabled and purchased.
- Set contractually obligated times for HVAC down jobs.
- Set reminders or see critical details to act on for a job.
- Ability to quickly book a job.
- Easily see when a resource is on Paid Time Off on the schedule board.
Service Contracts
- Set up and create a Preventative Maintenance (PM) type of contracts.
- PM contracts are only for HVAC systems. Semi-annual maintenance jobs should be created 30-days
before they are to be scheduled.
- Preventative Maintenance
- Semi-annual inspections
- Discount on any required parts and additional labor.
- Include 24-hour emergency service calls at no-charge.
Extended Warranties
- Ability to setup and create an Extended Warranty type of contracts.
- Start when Manufacturer warranty ends.
- Can be purchased for 1, 2 or 3 years and include all parts and labor.
Products and Services
- Integration between D365 F&O and D365 Field Service.
- Implement a parts return process for any unused or defective part during an installation job.
- Multiple price lists will be used, based on region and customer type (retail, NPO, construction).
Resources
- Implement company holidays for US and Canada.
- Implement various pay types based on OT, Weekends/Holidays, Travel and Regular Time.
- Implement Paid Time Off.
Optimize resource schedules
- Access to jobs assigned for the day.
- Specialty equipment scheduled on work orders as needed.
System
- Geocoding will be activated throughout the system.
- Territories will be used for Accounts, Resources and Work Orders.
- Enable SharePoint integration.
Requirements. Technical requirements
Invoicing
- Send Work Order details to D365 F&O when a job is completed, and after internal reviews are
performed.
- The system must track the price of resources based on holidays and after-hours scenarios at a rate of
one and a half times the normal billing rate.
- Travel time is non-billable. Travel time should be captured as normal billing rate.
- A Delivery Fee of $75 is charged for each order.
- Subcontractor travel time is non-billable but is paid to the subcontractor company by Litware, Inc.
Resources
- Contractor technicians require access to work order and customer details once assigned to a booking.
They do not have a license.
- Dispatchers need a schedule board for their region(s).
- Resources have access to view their skills, skill level and certification data.
- Certifications set to expire over the next 120 days should show highlighted in Yellow.
- Certifications already expired will show in Red.
- Resources will be notified when they enter or leave a job, or are assigned a job for the day.
- Resource booking automatically updated when they enter job site.
- High priority jobs will send an alert to the resources' phone and send them a text message.
- Resources assigned to a job where their skill level = 1 will be assigned to an experienced resource for 3
months.
- Resources on the job can use their smartphone to call and obtain assistance.
- Resources can access documents either online or offline.
Products and Services
- All parts removed from a customer's equipment must be returned to the Main warehouse.
- All parts not used or deemed defective during an installation must be returned to the originating
warehouse.
- All appliances and parts will become part of the customer record.
- All products are received into the Main warehouse and then distributed to van stock for delivery or
installation.
- All assets that have an expired manufacturer warranty should show a notification.
Work Orders
- The ability to have templates for work orders. Templates will provide guidance for technicians, and
recommend products and default services.
- Work Orders created from a PM contract need to have a status = Service Contract.
- Work Orders created from an Extended Warranty contract need to have a status = Extended Warranty
- All HVAC down work orders must be set to high priority.
- All emergency, and contractual Work Orders must be created, reviewed and dispatched within 1 hour. A
technician must be onsite within 2 hours.
- All Work Orders created from a PM are non-billable.
- All Extended Warranty jobs must include a flat service fee of $75.
Scheduling
- High Priority work orders for HVAC down cannot be moved once scheduled.
- Work Orders scheduled to technician(s) who do not have the desired skill set and level should show a
warning.
- If scheduled, it will send an approval record to the manager to approve the assignment. Approved are
booked. Rejected are canceled and the dispatcher notified.
- Dispatchers will assign multi-day work orders, such as kitchen cabinets, bathrooms, landscaping, to the
same group of resources for the duration of the work.
- All work orders for an existing asset, where the asset does not have an active manufacturer's warranty,
or a valid extended warranty should show an alert upon scheduling.
- Resources should be optimized for high priority items, maximize their work hours and then minimize
travel time.
Security and access
- Safeguards must be in place for the data on the Field Service Mobile app if a technician loses his mobile
device.
- Technicians in the field should only see work orders scheduled for today.
- Field Service administrators need the ability to update the defaults for the schedule assistant.
Accounts
- NPO customers should be assigned the NPO pricing.
- NPO customers are tax exempt. They are the only customers that do not get charged tax on products or
services.
- Construction-Based customers should be assigned the Construction-based pricing.
DRAG DROP
Litware, Inc. needs your company to suggest a best practice for implementing multi-resource work order scheduling for kitchen cabinet installation jobs, that includes a new, inexperienced technician.
In addition, they need a resource skilled in cabinet installation and cabinet resurfacing.
Using the requirements provided, which five steps should you perform in sequence? To answer, move the appropriate actions from the list of actions to the answer area and arrange them in the correct order.
