MB – 240 Microsoft Dynamics 365 for Field Service

Configure settings
• define and configure key required security roles
• define and configure resource required scheduling options
• define required entities
• customize entities to meet requirements
• configure territories, postal codes, and organizational units
• determine and configure required skill types
• configure characteristics and skills
• configure proficiency models
• implement resource roles and categories
• enable schedule board geocoding
• enable Microsoft Teams Integration
• enable Microsoft Outlook Calendar integration
• configure technician time tracking
• enable and disable work order pricing
• enable simplified work order commands
• create and configure forms
• create and configure views
• configure site maps

Configure product and service pricing
• define required product and service types
• configure minimum charge amounts and durations
• determine how pricing rules affect the price that is applied to a product on a work order
• associate products and services with price lists
• define tax codes

Manage bookable resources
• enable mapping functionality
• configure geocoding
• define start and end locations for resources
• determine the types of addresses to use
• configure pay types and rates
• configure working hours and working hour templates
• manage time off requests
• enable technician time tracking
• create Customer Experience homepages
• set up resource work hours extensibility

Configure resource types
• determine the types of resources required
• describe use cases for resource pools, crews, and resource groups
• define resource groups and resource group templates
• set up resource pools and crews
Integrate other tools with Dynamics 365 Field Service
• describe use cases for collecting customer feedback by using Dynamics 365 Customer
Voice
• implement Dynamics 365 Remote Assist for use with Dynamics 365 Field Service
• configure and use Dynamics 365 Remote Assist one-time call
• use Dynamics 365 Guides with work orders
• integrate with Dynamics 365 Supply Chain Management

Describe the work order lifecycle
• configure work orders, including work order types and work order resolutions
• configure work order lifecycle stages
• configure booking status and work order status values
• configure uses and capabilities for billing accounts, service accounts, and functional
locations
• understand the key Field Service Analytics and Insights work order summary metrics

Create and manage work orders
• create a work order from an incident type, a case, an IoT alert, or an opportunity
• add status and sub-status information to a work order
• organize work orders and resources by geography
• associate a work order and a price list
• close a work order
• configure the functional location for an asset on a work order
• collaborate on work orders using Microsoft Teams
• prepare work order summary reports

Manage incidents
• configure incident types
• assign requirement group templates to incident types
• add service tasks to incidents
• add products and services to incidents

Create and manage agreements
• determine when to use agreements
• define and configure agreement preferences and settings
• configure automatic generation of bookings
• create bookings
• create invoices
• create entitlements

Manage inspections
• create inspections and ad hoc inspections
• associate inspections with work orders and assets
• perform inspections by using the Dynamics 365 Field

Manage scheduling options
• schedule work orders by using the schedule board and schedule assistant
• determine when to use each scheduling option
• configure fulfillment preferences
• configure quick scheduling (“quick book“)
• configure the portal for self-scheduling
• enable self-scheduling for customers

Implement schedule boards
• identify features and uses for Booking Requirements view
• implement the integrated map feature
• manually schedule work orders
• reassign and reschedule work orders
• move incomplete work orders
• generate driving instructions for field agents
• configure schedule boards
• customize the schedule board

Implement the schedule assistant
• apply constraints to resource queries
• filter data
• specify a search radius
• troubleshoot the schedule assistant

Configure Universal Resource Scheduling
• describe use cases for Universal Resource Scheduling
• create Power Automate flows to populate data in requirements records
• create requirement views
• enable scheduling for a table
• restrict booking status values for a table by using a choice
• configure geocoding for a custom table
• manage work hours calendar for requirements
• configure booking timestamps and booking journals

Describe the capabilities of the mobile app
• deploy the mobile app
• complete work orders
• service customer assets

Install and set up the mobile app
• configure security roles
• update mobile app forms, views, pages, and site maps
• configure location tracking and geofencing
• configure offline profiles and synchronization features
• configure deep linking
• configure push notification
• configure barcode features
• configure mobile booking calendar control

Manage inventory and warehouses
• set up inventory and warehouses
• view product inventory
• adjust inventory levels
• transfer inventory between warehouses
• manually update inventory by using inventory journals

Manage purchasing and product returns
• describe the purchase order process
• create purchase orders
• create a list of receivable products for a purchase order
• determine product return options
• create return merchandise authorizations (RMAs)
• create return to vendor (RTV) transactions
• finalize returns

Describe use cases for Internet of Things (IoT)
• describe IoT components
• identify use cases for Connected Field Service on Dynamics 365 Field Service mobile app
• implement Connected Field Service with Azure IoT Hub
• manage IoT devices
• manage security roles for Connected Field Service

Implement Connected Field Service with Azure IoT Hub
• manage IoT devices
• manage security roles for Connected Field Service

Manage customer assets
• configure uses for customer assets
• create and register customer assets
• configure products to enable automatic creation of customer assets
• associate work orders with customer assets
• create child assets
• configure 3D asset models
• use functional locations