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MB-240 Microsoft Dynamics 365 Field Service

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Microsoft · MB-240

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Question 1

Single choice

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.

A dispatcher asked you to customize Fulfillment Preferences in Dynamics 365 Field Service to influence how the schedule assistant displays results for single-day requirements.

You need to create a fulfillment preference.

Solution: Time groups determine the time slots for schedule assistant results *without* affecting the
subsequent booking start times.

Does this meet the goal?

A
Yes
B
No

Reveal answer details Close answer details

Correct answerA

Question 2

Drag & drop

DRAG DROP

Your company has a requirement to use the out-of-the-box resource types to categorize active bookable resource types. This is to ensure easy Microsoft Dynamics 365 upgrades as needed.

You need to ensure that you only use the appropriate resource types.

Which types are available for your use? To answer, drag each description to the appropriate types. Each description may be used once, more than once, or not at all. You may need to drag the split bar between panes or scroll to view the content.

NOTE: Each correct match is worth one point.

Reveal answer details Close answer details

Question 3

Multiple choice

You are onsite, working on a customer's factory floor. You need to return tomorrow and replace a belt on the conveyor. You look at the inventory in Warehouse 1, and there are 10 in stock. You pull the belt from stock and create an inventory transfer record.

What are the two correct steps to complete the transfer? Each correct answer presents part of the solution.

A
Select the source warehouse, then select the destination warehouse.
B
Enter the quantity to transfer, then click transfer.
C
Enter the part number from the drop down, then click to transfer.
D
Select the From warehouse location, then select the To warehouse location.

Reveal answer details Close answer details

Correct answersA, B

Question 4

Single choice

During User Acceptance Testing, mobile technicians receive the message "Contact your administrator for access to your organization's mobile apps." when logging into the Dynamics 365 Field Service mobile app.

You need to determine which areas to update within the mobile project, so that technicians can see the appropriate information.

What is a possible way to troubleshoot the issue?

A
Ensure you have the correct security role (Field Service - Offline Resource), and that the security role is assigned to the Dynamics 365 Field Service mobile app.
B
Update the mobile offline profile to include the users that require access.
C
Select the menu icon on the top left, and toggle Show non-production apps to Yes.
D
Update the mobile offline profile to include the correct Field Service security roles.

Reveal answer details Close answer details

Correct answerC

Question 5

Single choice

Contoso Ltd., wants to provide special customer pricing to one of their customers. For the next two years, all work order products and services will be 10% off.

You need to implement this requirement. You create a special price list.

What should you do next?

A
Associate the price list to an entitlement for the Billing Account.
B
Associate the price list to an entitlement for the Service Account.
C
Associate the price list to the Service Account.
D
Associate the price list to the Billing Account.

Reveal answer details Close answer details

Correct answerA

Question 6

Drag & drop

DRAG DROP

You are the lead consultant on a Dynamics 365 Field Service implementation. Your customer wants the system to be set up for inspections.

You need to implement an inspection lifecycle as it relates to a work order.

In working with your customer, which five actions should you perform in sequence? To answer, move the five appropriate actions from the list of actions to the answer area. Arrange the five actions in the correct order.

Reveal answer details Close answer details

Question 7

Multiple choice

You are working with your customer to define their booking timestamps and booking journals.

Your customer needs your help to understand the capabilities.

Which two explanations are appropriate? Each correct answer presents a complete solution.

NOTE: Each correct selection is worth one point.

A
Booking timestamps are used to calculate Booking Journals that calculate total travel time and working time for a specific booking.
B
Overtime is a type of booking journal. The system determines if the working duration is outside normal working hours.
C
Timesheets are required to be set up in order to properly capture booking timestamps.
D
Timestamp Frequencies are only updated Per Booking Status Change.

Reveal answer details Close answer details

Correct answersA, B

Question 8

Single choice

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 a Microsoft Dynamics 365 Field Service dispatcher using the Scheduling Assistant function.

One of your customers, Adventure Works, does not want one of your resources to be scheduled to work orders going forward. However, this resource must be available to be scheduled for other accounts.

Solution: You create a Requirement Resource Preference record and set the Preference Type to Restricted, and Account to Adventure Works. You also enter an expiration date of four (4) months from today.

Does this meet the goal?

A
Yes
B
No

Reveal answer details Close answer details

Correct answerA

Question 9

Drag & drop

DRAG DROP

A new member of your company's scheduling department is learning which scheduling function to use in Dynamics 365 for Field Service, based on different scenarios.
You need to provide a scheduling matrix to the new team member.

Which scheduling function should be used with each scenario? To answer, drag the appropriate function to the appropriate scenario. Each function may be used once, more than once, or not at all. You may need to drag the split bar between panes or scroll to view the content.

NOTE: Each correct selection is worth one point.

Reveal answer details Close answer details

Question 10

Multiple choice

You are a Dynamics 365 for Field Service Administrator. You configure Route Scheduling Optimization (RSO) and publish the schedule.

One of your schedulers indicates two of their resources are not getting work orders assigned.

You need to determine reasons why the two resources are not assigned work orders through RSO.

Which three options should you choose? Each correct answer presents a complete solution.

A
Work Hours is not properly configured for days being optimized.
B
Optimize Schedule field is not set to Yes.
C
The Work Location field is not set to Onsite.
D
Scheduling Method is not set to Optimize.
E
Start Location and End Location fields are not the same.

Reveal answer details Close answer details

Correct answersA, B, D

Question 11

Single choice

Your organization uses Microsoft Dynamics 365 Field Service.

The organization wants you to set up process steps checklists for technicians to follow when completing work orders in the field.

What should you do?

A
Create a business process flow, based on work order type.
B
Create service tasks, and add to incident types.
C
Create service activities for work orders, based on work order type.
D
Create an inspection form and assign it to the work order type.

Reveal answer details Close answer details

Correct answerB

Question 12

Single choice

You are the lead consultant on a Microsoft Dynamics 365 Field Service implementation.

Your customer is interested in seeing an example of how IoT works with Field Service.

Without an actual device, what is the best tool to use to provide the best experience for your customer?

A
Simulator
B
Logic Apps
C
IoT Hub
D
Stream analytics

Reveal answer details Close answer details

Correct answerA

Question 13

Multiple choice

You are Dynamics 365 for Field Service Administrator and work for a manufacturing company. The company provides customers with large power systems for sophisticated data centers. The power systems are serviced by a field engineering team.

The field engineering team documents work done on repairs and maintenance by completing Work Orders within Dynamics 365.

You need to easily schedule work orders for the field engineering team via the schedule and enable geocoding.

Which two steps must you take to schedule resources via the schedule board and enable geocoding?

Each correct answer presents part of the solution.

A
Connect to Maps in Resource Scheduling.
B
Configure the map on the Schedule Board.
C
Set Auto Geo Code Addresses to Yes in Resource Scheduling.
D
Set Auto Geo Code Addresses to Yes in Field Service Settings.

Reveal answer details Close answer details

Correct answersA, D

Question 14

Multiple choice

You are a Dynamics 365 Field Service administrator. You need to maintain pricing for products and services for customers.

On which three records can price lists be stored? (Choose three.)

NOTE: Each correct selection is worth one point.

A
Bookable resource bookings
B
Agreements
C
Accounts
D
Customer assets
E
Work orders

Reveal answer details Close answer details

Correct answersB, C, E

Question 15

Single choice

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 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 working with your customer to define their schedule board.

Your customer needs you to add or create additional views for their scheduling team.
Solution: Create or edit an existing view in the Bookable Resource Bookings Views, and add it to the Schedule Assistant.

Does this meet the goal?

A
Yes
B
No

Reveal answer details Close answer details

Correct answerB

Case study

Case Study 2

Overview. General overview

Contoso is a large international manufacturing company that has offices around the world with service and scheduling departments in each office. In addition, Contoso has sales reps throughout the world.

Contoso has main offices in North America, Europe and Asia, with global headquarters based in Redmond, Washington, USA. Each of the regional offices has their own sales and service teams. The regional HQ locations also include sales and services leaders and executive management. Global HQ houses company executives for various departments, including sales and service.

Office hours are from 8:00 am to 6:00 pm, every day of the week except holidays, which have no work hours. This applies to all offices, using their local time zone. Third-party contractors handle work outside of normal work hours at a higher rate.

Overview. Field Service staff

Contoso's service technicians around the world will be a combination of internal employees and third-party contractors.
- Pay type is Straight for regular work hours, and Overtime for work on holidays and after hours.
- All technicians have the capacity of handling just one job at a time, while supervisors can handle 2 jobs
at a time.

Contoso's internal field service employees:
- Begin and end their workday at their home of record.
- Have a default office location / regional office.
- Are assigned to multiple territories.

All third-party contractors:
- Begin and end their workdays at their office location.
- Have a default office location / regional office.
- Are assigned to only one territory.

Dispatchers:
- Work at the Main office for their region.
- Assigned to all territories in the region.
- Have privileges to customize their Schedule Boards.

All field service technicians will utilize the Field Service mobile app.
- Contoso employees will have full field service licenses, while third-party contractors will not.
- Field Service technicians will not have access to Leads, Opportunities or other sales-specific data.
- Dispatchers can see all data for their region, though they will mostly be scheduling for only one territory.

Contoso has several classes to distinguish the capability and training level of its field technicians. All work order bookings need to respect these classes and book resources accordingly.

Existing environment. Org structure setup

Contoso currently uses Dynamics 365 Customer Engagement for leads, opportunities, quotes and orders.
There are currently 200 sales users in North America, 500 in Europe and 400 in the Asia-Pacific region.

The Contoso physical environment is structured in the following manner, with the roles noted.

Existing environment. Data management structure

Contoso's sales teams currently can only see data within their region. HQ locations for each region have visibility to data for all locations in their regions only. All of the data rolls-up to Contoso Global HQ for executive management reporting. Sales Reps who work with global accounts struggle to obtain the data they need to support their clients.

The current data access structure appears as follows:

Existing environment. Field Service structure

Contoso's field service technicians respond to all installation work orders with two human resources:
- One licensed technician (Level 3), and...
- One apprentice technician. Apprentices can be either Level 1 (new trainee) or Level 2 (halfway through
training).

In many cases installation work also requires the use of specialty tools, depending on what is being installed. The current system does not have any way to track the level of skill for each resource, nor the uses for the specialty tools. This is handled as "tribal knowledge."

Preventative maintenance work orders can be handled by one resource if they are a Level 2. If the resource is a Level 1, they must be accompanied by a Level 3 resource, and vice versa.

All field service technicians are required to complete OSHA training annually. In their first year of apprenticeship they must complete the full 40-hour course. In the next 2 years they must complete the 8- hour refresher course. This cycle repeats every 3 years for the duration of their employment.

In the current system, when a technician has finished with a work order, they turn in the paper copy with their notes to the dispatcher. The dispatcher then gives that information to a back-office employee, who will check the work order to ensure accuracy before creating an invoice. Contoso wishes to automate this exact process in the new system.

Existing environment. Customer base

About half of Contoso's customer base includes Not For Profit service organizations. The implications for billing are complex, so it's important that Tax Exempt Status be noted for all Accounts and flow through to all Work Orders. NFP Customers who are associated with government entities will pay for travel time: other customers will not. This information should flow from the Billing Account to all associated Service Accounts.

Most Contoso customers sign agreements for Preventative Maintenance. Contoso uses templates and incidents to ensure services standards are the same across all regions. Preventative Maintenance agreements include monthly inspection and quarterly cleaning and inspection, with billing occurring quarterly.

Requirements. Remaining consistent

Contoso plans to keep the current data structure and extend it to the new Field Service functionality.

Field Service users will fall under the same organizational structure currently implemented for the sales staff.
- Field service technicians will only be able to see their assigned work orders and bookings.
- Dispatchers will be able to see all work orders and bookings for the region.

Requirements. Planned changes

Contoso plans to implement Dynamics 365 Field Service with mobile access. They will be using incidents, work orders, bookings and invoicing. The following requirements were gathered during analysis:

1. Work Orders and Scheduling.
Automated and suggestion-based scheduling.
Scheduling based on required technician skills and number of technicians needed.
Schedule resources based on location, minimizing travel time when possible.
Technicians must be onsite within 3 hours of an emergency Work Order being assigned to them.
The travel time should automatically update upon changing a booking.
2. Agreements
Setup and create work orders, bookings and invoices for preventative maintenance with work orders automatically created 14 days before PM is due.
Escalation of Work Orders based upon agreed customer commitment.
Ability to designate clients as Preferred, with special pricing.
3. Products and Services
Warehousing and inventory management processes will be implemented, including tracking products moved onto trucks for installation at customer sites.
Implement a parts return process that includes having a technician uninstall the part to be returned.
Multiple price lists will be used, divided into Gold, Silver and Bronze levels, based on the spending level of each customer.
Internal teams need the capability to associate a 3D image to a Customer Asset record.
Products added to a work order should be set to Allocated.
4. Resources
Implement Company Holidays for North American regions, Implement Paid Time Off for all regions, Specialty equipment will be scheduled on work orders as needed, Training and skill levels will be noted as appropriate for resources.
5. System
Geocoding will be activated throughout the system.
Territories will be used for Accounts, Resources and Work Orders.

Requirements. Technical requirements

Contoso identified the following technical requirements:

1. Invoicing
Auto creation of invoices upon work completion.
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 billable for all field service technicians, pay type Travel, which should be noted on all Service Accounts.
2. Resources
Contractor technicians require access to work order and customer details once assigned to a booking.
Dispatchers need a schedule board for their region(s).
3. Products and Services
All parts that are removed from a customer s equipment must be returned to the Main warehouse.
Products to be marked as Assets will be configured accordingly.
All products that will become Assets require installation by a technician.
All products are received into the Main warehouse.
4. Work Orders
The ability to have templates for work orders: The templates will provide guidance for technicians along with recommended products and default services.
Once a work order is posted it should no longer show on views.
Contoso will use the 'out of the box' work order statuses to begin, though they may be changed in later phases of the project.
5. Scheduling

Once a work order is scheduled, do not change the time.
Work Orders scheduled to technician(s) who do not have the desired skill set and level should show a warning.
6. Security and access
Safeguards must be in place for the data on the Field Service Mobile App if a technician loses his mobile phone or tablet device.
The Field Service Administrator needs the ability to update the defaults for the schedule assistant.
7. Accounts
Any Service Accounts that do not have a Billing Account noted should show a warning.
Any Billing Accounts that do not have a Price List noted should show a warning.

Question 16

Testlet 2 Single choice

Dispatchers at Contoso have access to a wide range of information because they often cover for each other within the region. However, for their normal daily operations, they only need to be able to see resources in their territory.

The dispatcher needs to customize their schedule board to filter resources to their territory.

What should the dispatcher do?

A
On the Filter & Map View window, select a Service Territory, then select Save Current Filters as Default.
B
In the Scheduler Settings, select one Territory.
C
On the Filter & Map View window, select a Resource Type, then select Save Current Filters as Default.
D
Add a Booking Requirements tab.

Reveal answer details Close answer details

Correct answerA

Question 17

Multiple choice

Your customer wants to set up a minimum charge of $100 for the first 45 minutes of being onsite for a work order.

You need to set up this requirement in Microsoft Dynamics 365 Field Service.

Which two actions should you perform? Each correct answer presents part of the solution.

NOTE: Each correct selection is worth one point.

A
Create a Field Service price list item where the Flat Fee is set to Yes, the Minimum Charge Duration is 45 minutes, and the Minimum Charge Amount is $100
B
Create a Field Service price list item where the Flat Fee is set to No, the Minimum Charge Duration is 45 minutes, and the Minimum Charge Amount is $100
C
Create a new product with Field Service Product Type = Inventory
D
Create a price list where the Flat Fee is set to No
E
Create a new product with Field Service Product Type = Service

Reveal answer details Close answer details

Correct answersB, E

Question 18

Single choice

You are configuring work orders for technicians to complete the onsite service.

When a work order is completed, the customer needs to receive an invoice for the labor charge time spent by the technician to complete the service.

Which option should the technician use to enter their time spent?

A
Work Order Service Task Type
B
Field Service Product Type as Non-Inventory
C
Field Service Product Type as Inventory
D
Work Order Resource Booking

Reveal answer details Close answer details

Correct answerA

Case study

Case Study 2

Overview. General overview

Overview. Field Service staff

Contoso's internal field service employees:
- Begin and end their workday at their home of record.
- Have a default office location / regional office.
- Are assigned to multiple territories.

All third-party contractors:
- Begin and end their workdays at their office location.
- Have a default office location / regional office.
- Are assigned to only one territory.

Dispatchers:
- Work at the Main office for their region.
- Assigned to all territories in the region.
- Have privileges to customize their Schedule Boards.

Contoso has several classes to distinguish the capability and training level of its field technicians. All work order bookings need to respect these classes and book resources accordingly.

Existing environment. Org structure setup

The Contoso physical environment is structured in the following manner, with the roles noted.

Existing environment. Data management structure

The current data access structure appears as follows:

Existing environment. Field Service structure

Preventative maintenance work orders can be handled by one resource if they are a Level 2. If the resource is a Level 1, they must be accompanied by a Level 3 resource, and vice versa.

Existing environment. Customer base

Requirements. Remaining consistent

Contoso plans to keep the current data structure and extend it to the new Field Service functionality.

Requirements. Planned changes

Contoso plans to implement Dynamics 365 Field Service with mobile access. They will be using incidents, work orders, bookings and invoicing. The following requirements were gathered during analysis:

Requirements. Technical requirements

Contoso identified the following technical requirements:

Question 19

Testlet 2 Drag & drop

DRAG DROP

A dispatcher in Indianapolis, Indiana receives an emergency service call on July 4 and assigns the booking to a third-party contractor, attaching the emergency SLA The contractor receives notification of the work order and travels from his home to the job site, arriving 3.5 hours after the work was assigned.

The contractor works for 2 hours, installing 2 new identical chillers, which need to be added to the customer's annual maintenance agreement. The contractor fills in product usage and notes, gets the client s signature, and then changes the booking status to Completed.

A back office employee needs to look at the work order to ensure accuracy, then change the status to Posted.

When performing a quality check, what will the back office employee expect to see as a result of this service call? To answer, drag the appropriate record type to the correct statement. Each record type may be used once, more than once, or not at all. You may need to drag the split bar between panes or scroll to view content.

NOTE: Each correct match is worth one point.

Reveal answer details Close answer details

Question 20

Single choice

You are working on a Microsoft Dynamics 365 Field Service project.

The Field Service director wants to give the field technicians more detailed visual asset information in the field to reduce reliance on the internal help desk. The budget is limited and the director does not want to burden the technician with extra steps.

What should you suggest?

A
Leverage Microsoft Dynamics 365 Guides for use on Microsoft HoloLens.
B
Implement Microsoft Dynamics 365 Remote Assist.
C
Enable the 3D Model functionality to be viewable on the Field Service mobile customer asset record.
D
Have the field technician download an asset video before going to the job site.

Reveal answer details Close answer details

Correct answerC

Case study

Case Study 4

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.

Question 21

Testlet 4 Single choice

You are the lead consultant on a Dynamics 365 Field Service implementation for Contoso Compressor.

You are working with data scientists to help provide better IoT machine-learning capability for compressor performance and for predicting failure.

What must the technician capture during an inspection to feed back into the machine-learning algorithm?

A
Backflow pressure
B
Compressor temperature
C
Current outside weather temperature
D
Motor pressure

Reveal answer details Close answer details

Correct answerA

Question 22

Drag & drop

DRAG DROP

Your organization recently implemented the Connected Field Service for Azure IoT Hub to remotely monitor IoT devices.

You need to register IoT devices from IoT Hub.

Which three steps should you perform in sequence? To answer, move the appropriate actions from the list of steps to the answer area and arrange them in the correct order.

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Question 23

Multiple choice

Your company is losing money on some of the work orders they have been completing. They want to

implement a pricing policy to stop the losses on work orders.

You have been asked to setup the application, where applicable, to ensure that minimum charges and fees are enforced.

Which two options are available for enforcing the pricing policy? Each correct answer presents a complete solution.

A
Minimum flat fee for work order products.
B
Minimum quantity selling option for work order products.
C
Minimum charge amount for work order services.
D
Minimum charge duration for work order services.

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Correct answersA, C

Question 24

Drag & drop

DRAG DROP

You are a Dynamics 365 for Field Service Administrator. All Products have the Convert to Customer Asset field set to Yes.

Some users indicate products on a customer asset are not always becoming a customer asset. Users provide you with three scenarios.

You need to review the scenarios and provide the answers.

What happens to the product for each user scenario? To answer, drag the appropriate solution to satisfy each listed requirements. Each solution may be used once, more than once, or not at all. You may need to drag the split bar between panes or scroll to view the content.

NOTE: Each correct selection is worth one point.

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Question 25

Single choice

You are configuring work orders for technicians to complete the onsite service.

When a work order is completed, the customer needs to receive an invoice for the labor charge time spent by the technician to complete the service.

Which option should the technician use to enter their time spent?

A
Work Order Service Task Type
B
Field Service Product Type as Non-Inventory
C
Work Order Incident Type
D
Field Service Product Type as Service

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Correct answerA

Question 26

Drag & drop

DRAG DROP

You are a field service administrator for your company.

You review the Field Service administrator guide to understand how the status fields can support your
company's business processes.

Which unique entity system status value matches with its Entity Type? To answer, drag the appropriate unique entity system status values to the appropriate Entity Type. Each unique entity system status value may be used once, more than once, or not at all. You may need to drag the split bar between panes or scroll to view the content.

NOTE: Each correct selection is worth one point.

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Question 27

Single choice

You are managing your organization's assets.

You need to give your organization's technicians better visibility on their locations in order to reduce travel time and time spent searching for the asset when the technicians on site.

How should you structure the system to manage this request?

A
Attach a detailed map of the asset's location to the work order.
B
Create a detailed service account tree.
C
Create a custom entity to house asset location details.
D
Attach a functional location to each asset.

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Correct answerD

Question 28

Single choice

A dispatcher for a restaurant equipment repair company has a requirement for a multi-day, multi-resource booking. They need to schedule specific resources for individual days within the resource's working hours.

What should you recommend?

A
Go to Requirement Details > Specify Pattern, select days for each resource, and then individually
select Book for each resource on their specific days.
B
Use the schedule assistant to specify resource availability and days for each resource separately.
C
Access the resource pool to manually assign days to individual resources for the multi-day requirement using the schedule assistant.
D
Use the auto-schedule feature to automatically allocate specific days to each resource.

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Correct answerA

Question 29

Single choice

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 time window details with a duration of 30 minutes for the whole day, create a requirement group, and book it with the schedule assistant.

Does this meet the goal?

A
Yes
B
No

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Correct answerB

Question 30

Multiple choice

You are installing the Microsoft Dynamics 365 Field Service mobile app for a customer.

You need to highlight the features that are available on the mobile app to the customer.

Which three features are available? Each correct answer presents a complete solution.

NOTE: Each correct selection is worth one point.

A
Route Schedule Optimization
B
Offline Capability
C
Guides
D
Capture Customer Signature
E
Barcode Scanning

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Correct answersB, D, E

Question 31

Drag & drop

DRAG DROP

Your Heating, Ventilation, and Air Conditioning (HVAC) customer wants to help technicians in the future by making resolutions available for use on work orders.

You need to set up templated resolutions that can be attached to a work order.

Which four actions must you perform in sequence? To answer, move the four appropriate actions from the list of actions to the answer area. Arrange the four actions in the correct order.

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Question 32

Multiple choice

Your company is implementing a new CRM system. They have selected Microsoft Dynamics 365 Field Service because of its flexibility.

During the basic training sessions, you need to train the field service team on how work orders are created.

What are three out-of-the-box ways to create work orders? Each correct answer presents a complete solution.

NOTE: Each correct selection is worth one point.

A
from a purchase order
B
from the Dynamics 365 Field Service mobile app
C
from an asset
D
from a case record
E
from an agreement

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Correct answersB, D, E

Question 33

Multiple choice

You are a Dynamics 365 for Field Service Billing Administrator. Your customer wants to purchase a series of quarterly preventative maintenance visits as well as bi-weekly site visits.

The customer wants to be billed for the preventative maintenance quarterly but billed for the site visits monthly.

What are two ways that this can be completed against a single Agreement? Each correct answer presents a complete solution.

A
Create Invoice Setup for preventative maintenance, with Invoice Products tied to Quarterly Price List.
B
Create Invoice Setup for preventative maintenance with Invoice Recurrence of every three months.
C
Create Invoice Setup for site visits, with Invoice Recurrence of each month.
D
Create Invoice Setup for site visits, with Invoice Products tied to Monthly Price List.

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Correct answersB, C

Question 34

Drag & drop

DRAG DROP

Your company receives a call from a customer saying that the hydraulic pump they received from your company is defective. The pump is manufactured by your company.

You need to process a return.

Which three actions should be performed in sequence? To answer, move the appropriate actions from the list of actions to the answer area and arrange them in the correct order.

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Question 35

Single choice

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 configuring Dynamics 365 Field Service to create an option to see only a specific set of resources on the schedule board. As part of the system setup, all Resources have been assigned to a territory. You want to create the option to see only resources that are in Washington territory.

Solution: You filter the Territories in the Filter section of Filter and Map View.

Does this meet the goal?

A
Yes
B
No

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Correct answerA

Question 36

Hotspot

HOTSPOT

A dispatcher needs help managing the work hours calendar for requirements.

You have the following requirements:

You need to select the correct areas in the image to configure the requirements.

Which two areas should you select? To answer, select the appropriate areas in the answer area.

NOTE: Each correct selection is worth one point.

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Question 37

Drag & drop

DRAG DROP

Your customer wants to enable their Microsoft Dynamics 365 Field Service mobile app for offline use.

You need to configure the mobile app for technicians, including custom entity offline usage.

What are the first four steps you should perform in sequence? To answer, move the appropriate actions from the list of steps to the answer area and arrange them in the correct order.

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Question 38

Single choice

You are implementing Microsoft Dynamics 365 Field Service for a service company.
A supervisor wants to understand the combination of work order and booking statuses in order to stay up-to-date with the work orders.

Which is a correct combination of work order and booking status?

A
Work order is: Open - Completed -
Booking status is: On Break
B
Work order is: Open - In Progress Booking status is: Travelling
C
Work order is: Open - Scheduled -
Booking status is: Open - In Progress
D
Work order is: Closed - Cancelled Booking status is: In Progress

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Correct answerB

Question 39

Drag & drop

DRAG DROP

Contoso, Ltd. wants to understand how the out-of-the-box statuses for work orders coordinate with the automated processes included with Dynamics 365 Field Service.

Which actions below are associated with which processes? To answer, drag the action statement to the appropriate automated process. Each action may be used once, more than once, or not at all. You may need to drag the split bar between panes or scroll to view content.

NOTE: Each correct selection is worth one point.

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Question 40

Multiple choice

Your customer is interested in embedding canvas apps to leverage the flexibility of canvas apps in model-driven forms.

You need to explain the benefits achieved by embedding a canvas app in a model-driven form.

What are three benefits? Each correct answer presents a complete solution.

NOTE: Each correct selection is worth one point.

A
It eliminates the requirement for a full user license.
B
It provides the ability to use and update data from other data sources.
C
It converts JavaScript to low-code or no-code logic.
D
It performs complex logic in model-driven app forms that is otherwise only possible with coding.
E
It triggers Microsoft Power Automate flows from buttons in the embedded canvas app.
F
It provides an iFrame for a Microsoft Power BI report.

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Correct answersB, D, E

Question 41

Drag & drop

DRAG DROP

You are implementing Dynamics 365 Field Service at a landscape maintenance company.

You need to select the work order statuses in the correct order, from the creation of a work order to the

delivery of the service at the customer location.

Which five statuses should you select in sequence? To answer, move the five statuses from the list of actions to the answer area. Arrange the five statuses in the correct order.

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Question 42

Multiple choice

The field service team manager needs you to give a new technician user access to the system. The technician will use the mobile application to fill out work orders when they are onsite doing filed work to repair factory motors at customer sites. When the dispatcher takes vacation, the new technician user will manage dispatcher functions.

Which two field service security roles will the new technician user need? Each correct answer presents part of the solution.

A
Field Service-Dispatcher
B
Field Service-App Access and Field Service -Resource
C
Field Service-Mobile User
D
Field Service-User

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Correct answersA, B

VOL	TYPE	QUESTIONS
1	Single choice	17
2	Multiple choice	12
3	Hotspot	1
4	Drag & drop	12