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MB-240 Microsoft Dynamics 365 for Field Service exam syllabus |

MB-240 exam syllabus - Microsoft Dynamics 365 for Field Service Updated: 2024

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Exam Code: MB-240 Microsoft Dynamics 365 for Field Service exam syllabus January 2024 by team

MB-240 Microsoft Dynamics 365 for Field Service

Candidates for this exam are Microsoft Dynamics 365 Customer Engagement functional consultants with Field Service expertise. Candidates are responsible for implementing solutions that manage resources that complete the field service lifecycle.

Candidates implement the field service processes designed in collaboration with internal and external teams. This collaboration includes configuring the default administration areas of the Field Service application, deploying the Connected Field Service (IoT) solution and the mobile application, and implementing any additional needed customizations. Candidates are responsible for the configuration and deployment of the Field Service application in conjunction with the core customer service application.

Candidates must have knowledge of how to configure and customize components of the Field Service application, including configuring services, resources, characteristics, incidents, inventory integration, service agreements, resource scheduling, work orders, service tasks, field service user roles, field service settings, the Connected Field Service (IoT) solution, and configuration of the Field Service Mobile app.

Configure field service applications (20-25%)

Manage work orders (15-20%)

Schedule and dispatch work orders (20-25%)

Manage field service mobility (10-15%)

Manage inventory and purchasing (10-15%)

Manage assets and agreements (10-15%)

Configure field service applications (20-25%)

Configure general settings

 determine and configure field service security roles

 determine and configure resource scheduling options

 identify and configure field service entities

 determine and configure product and service categories

 configure territories, postal codes and organizational units

 determine and configure skill types

 configure characteristics and skills

 configure proficiency models

 implement resource roles and categories

 set defaults for work orders, bookings, the schedule board, and agreements

Configure product and service pricing

 create a product or service

 configure minimum charge amount and duration

 add products and services to incidents

 determine when a product has a default list price and a work order price list

 associate products and services with price lists

 define tax codes

 set up price list validity dates

Configure bookable resources

 manage bookable resources

 enable mapping functionality

 configure geocoding

 define start and end locations for resources

 define work hours for resources

 set up bookable resource categories, characteristics, and resource pay types

 set up bookable resource territories

 set up resource pools and crews

Integrate other tools with Field Service

 determine uses for Remote Assist

 benefits of using Resource Scheduling Optimization

 benefits of Connected Field Service

 using Push Notifications on the mobile app

Manage work orders (15-20%)

Describe the work order lifecycle

 configure work orders, work order types, and priority

 configure work order lifecycle stages

 configure booking status and work order status values

 configure uses and capabilities for billing accounts, service accounts, and sub-accounts

Create and manage work orders

 create a work order from an incident 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

 identify processes to close a work order

Manage incidents

 configure incident types

 configure service task types

 add service tasks, products, and services

 configure Requirement Groups

 attach Guides to Service Tasks

Schedule and dispatch work orders (20-25%)

Manage scheduling options

 schedule work orders using Schedule Board and Schedule Assistant

 determine when to use each scheduling option

 enable scheduling board geocoding

 manually schedule work orders

 reassign and reschedule work orders

 move incomplete work orders

 understand resource utilization

Implement the Schedule Board

 identify features and uses for Booking Requirements view

 implement the integrated map feature

 create additional schedule boards

 configure schedule boards

 customize the schedule board

 define booking rules

 facility Scheduling

Implement the Schedule Assistant

 apply constraints to resource queries

 filter data

 specify a search radius

Configure Resource Scheduling Optimization (RSO)

 create optimizing profiles

 define objectives and constraints

 configure optimization of resources

 geocoding for travel time

Configure Universal Resource Scheduling

 determine Universal Resource Scheduling use scenarios

 components of Universal Resource Scheduling

 configure URS for field service

 fields passed from work order to requirements

 create requirement views

 configure an entity to be schedulable

Manage field service mobility (10-15%)

Install and configure the mobile app

 configure actions that field agents can perform

 configure the mobile app

 configure display customizations

 assign security roles

 administer connected devices

 integrate with Dynamics 365 Guides

 add Guides to HoloLens app

Manage mobile projects

 identify project artifacts that can be modified or edited

 modify configuration settings

 publish a mobile project

 Mobile Device Management, security and synchronization

Manage inventory and purchasing (10-15%)

Manage inventory

 set up inventory and warehouses

 view product inventory

 adjust inventory levels

 transfer inventory

 determine when to integrate inventory with Enterprise Resource Planning application

Manage purchasing and product returns

 determine 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) and return to vendor (RTV)

 finalize returns

Manage assets and agreements (10-15%)

Create and manage agreements

 determine when to use agreements

 define and configure agreement preferences and settings

 configure automatic generation of bookings

 configure automatic generation of invoices

 define Service Level Agreements (SLAs)

 enable SLAs

 add an SLA to a Work Order

 using Entitlements

Manage customer assets

 create and register customer assets

 configure products to auto-create customer assets

 associate work orders with customer assets

 create child assets

 determine opportunities for Internet of Things (IoT)

 configure Connected Field Service

 manage IoT devices
Microsoft Dynamics 365 for Field Service
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Microsoft Dynamics 365 for Field Service (beta)
Question: 52
Your companys inventory clerk has received a truck shipment of parts for repair of
equipment on such a rush order. The order needs to be completed as soon as possible.
Which three steps, in sequence, are needed to receive the products to the existing rush
order in Field Service? To answer, move the appropriate actions from the list of actions
to the answer area and arrange them in the correct order.
Question: 53
Your company uses Dynamics 365 for Field Service. The companys inventory clerk
goes to the bin location for electrical switches and discovers there are none in stock.
However, the Field Service Inventory shows a quantity of one. In which order should the
required fields be entered to adjust the inventory to the correct amount? To answer,
move the three appropriate actions from the list of actions to the answer area and arrange
them in the correct order.
Question: 54
Your companys inventory clerk is using the Returning to Vendor feature in Dynamics
365 for Field Service to process a customer's request to return a wheel that is the wrong
size. The clerk needs to understand the different tracking options for returning to the
vendor. Which actions correspond with track the return and which actions correspond
with another return to vendor option? To answer, drag the type of return to the action.
Each type or return 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.
Question: 55
There are certain steps a Field Service Manager must take for RMA approval, and then
for creating an RMA receipt. Which steps pertain to RMA Approval and which steps
pertain to RMA Receipts? To answer, drag RMA Approval or RMA Receipts to the
appropriate steps. RMA Approval and RMA Receipts may be used once, more than
once, or not at an. You may need to drag the split bar between panes or scroll to view
the content.
NOTE: Each correct selection is worth one point.
Question: 56
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.
Answer: B, C
Question: 57
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.
Question: 58
You are a Dynamics 365 for Field Service Administrator. You need to add two
compressor sub-components to one of the refrigerator customer assets, in the
environment and set up the sub-components for the customer asset. What must you do to
properly set up the assets?
A. Add the compressor sub-components as sub-assets on the refrigerator customer asset
B. Click View Hierarchy on the refrigerator customer asset record.
C. Set the Master Asset on the sub-components to the refrigerator Customer Asset
D. Add the compressor sub-components as customer asset records.
Answer: A
Question: 59
You work for a recycling company that provides customers with large compactor units
to collect their recyclable materials. The compactor units are comprised of two separate
components: a container to collect the recyclable materials and a separate component
that compacts the recyclable materials to make them easier to transport. These containers
are expensive, and the components tend to break down frequently, requiring ongoing
maintenance and repairs. You need to easily track the containers that your company has
at each client location and maintain a service history for each of the sub-components.
A. Configure the customer asset records hierarchically, and maintain service history at
the subQuestions & Answers PDF P-48 component level.
B. Configure the customer inventory records individually, in order to maintain the
service history at the parent component level.
C. Configure the customer inventory records in a hierarchy, and maintain service history
at the subcomponent level.
D. Configure the customer asset records hierarchically, and maintain service history at
the service account level.
Answer: A
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Can I get Microsoft 365 for free?

Yes, Microsoft 365 has a free version for all of its separate apps. However, you can only use these apps on your web browser and they have limited functionalities compared to the paid versions. You can’t download them to use natively on your computer. You can log in with your Microsoft account to try the free versions of the apps before buying. Microsoft 365 also offers a 1-month free trial for its full suite, but you have to remember to cancel your subscription before the month ends or it will charge you.

Is there a Microsoft education discount?

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