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How to Prepare For MB-240: Microsoft Dynamics 365 for Field Service Exam
Preparation Guide for MB-240: Microsoft Dynamics 365 for Field Service Exam
Introduction
Microsoft has created a track for IT professionals to get certified Microsoft Dynamics 365 on the platform. This certification program provides Microsoft Dynamics 365 professionals a way to demonstrate their skills. The assessment is based on a rigorous exam using industry standard methodology to determine whether a candidate meets Microsoft's proficiency standards.
According to Microsoft, a Microsoft Certified Professional enables organizations to leverage Microsoft Dynamics 365 technologies with a thorough understanding of Microsoft Dynamics 365 determining and configuration of field service security roles, resource scheduling,proficiency models,configure bookable resources.
Certification is evidence of your skills, expertise in those areas in which you like to work. There are many vendors in the market that are providing these certifications. If candidate wants to work on Microsoft Dynamics 365 and prove his knowledge, certification offered by Microsoft. This MB-240 Exam Certification helps a candidate to validates his skills in Microsoft Microsoft Dynamics 365 Technology.
In this guide, we will cover the MB-240: Microsoft Dynamics 365 for Field Service Certification exam, MB-240: Microsoft Dynamics 365 for Field Service Certified professional salary and all aspects of the MB-240: Microsoft Dynamics 365 for Field Service Certification.
NEW QUESTION # 100
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.
Answer:
Explanation:
NEW QUESTION # 101
You are a Dynamics 365 for Field Service Administrator. Your organization wants to use Connected Field Service for existing Customer Assets.
You install Connected Field Service and set up Azure IoT Central, but it seems no alerts are being received in Dynamics 365 for the devices.
You need to find the issue and resolve it.
Which action should you choose?
- A. Create the IoT Connected Device connection role to link devices to customer assets.
- B. Configure the Create CFS alerts from IoT Central Workflow within Dynamics 365.
- C. Register the device in Dynamics 365 Connected Field Service.
- D. Configure the Create CFS alerts from IoT Central within Microsoft Flow.
Answer: D
Explanation:
Section: Configure field service applications
Explanation/Reference:
References:
https://docs.microsoft.com/en-us/dynamics365/customer-engagement/field-service/cfs-iot-central-alerts
NEW QUESTION # 102
You are a new Dynamics 365 for Field Service Administrator for a manufacturing firm.
Your manager has asked you to configure the system to enable scheduling for maintenance of equipment at customer sites. It is against company policy to dispatch resources to sites with known issues such as credit or safety holds. Many site visits may require more than one technician to be sent for the repair.
Which resource scheduling component should be used for each task? To answer, drag the appropriate resource scheduling component to the appropriate task. Each resource scheduling component 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.
Answer:
Explanation:
NEW QUESTION # 103
DRAG DROP
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.
Select and Place:
Answer:
Explanation:
Section: Manage inventory and purchasing
Explanation:
https://docs.microsoft.com/en-us/dynamics365/customer-engagement/field-service/process-return
NEW QUESTION # 104
You install the Woodford solution and begin setting up the mobile application. You need to import the Field Service project.
Which three components must you define? Each correct answer presents part of the solution.
- A. project name
- B. password policies
- C. security roles
- D. priority
- E. resources
Answer: A,C,D
Explanation:
https://docs.microsoft.com/en-us/dynamics365/customer-engagement/field-service/install-the- mobile-app#step-2-import-the-field-service-mobile-project-template-into-the-woodford-solution
NEW QUESTION # 105
When Contoso installs chillers for customers, they are expected to follow the same procedure for each install.
You need to configure the functionality necessary to automatically add all the tasks and resources needed to a work order when the work order type is Chiller Installation. You must follow the established Contoso guidelines for installation requirements, as outlined in the Case Study, and create the most efficient process possible.
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.
Answer:
Explanation:
1 - Configure an incident type.
2 - Associate the incident type...
3 - Configure a requirement group template.
4 - Add the incident type to all Chiller Installation work orders.
Topic 1, Contoso
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 sates 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 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.
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.
Field Service structure
Contosos 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.
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.
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- 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.
o Automated and suggestion-based scheduling.
o Scheduling based on required technician skills and number of technicians needed.
o Schedule resources based on location, minimizing travel time when possible.
o Technicians must be onsite within 3 hours of an emergency Work Order being assigned to them.
o The travel time should automatically update upon changing a booking.
2. Agreements
o Setup and create work orders, bookings and invoices for preventative maintenance with work orders automatically created 14 days before PM is due. o EscaJation of Work Orders based upon agreed customer commitment. o Ability to designate clients as Preferred, with special pricing.
3. Products and Services
o Warehousing and inventory management processes will be implemented, including tracking products moved onto trucks for installation at customer sites.
o Implement a parts return process that includes having a technician uninstall the part to be returned.
o Multiple price lists will be used, divided into Gold, Silver and Bronze levels, based on the spending level of each customer.
o Internal teams need the capability to associate a 3D image to a Customer Asset record.
o Products added to a work order should be set to Allocated.
4. Resources
o Implement Company Holidays for North American regions, o Implement Paid Time Off for all regions.
o Specialty equipment will be scheduled on work orders as needed.
o Training and skill levels will be noted as appropriate for resources.
5. System
o Geocoding will be activated throughout the system.
o Territories will be used for Accounts, Resources and Work Orders.
Technical Requirements
Contoso identified the following technical requirements:
1. Invoking
o Auto creation of invoices upon work completion.
o 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 no*mal billing rate.
o Travel time is billable for all field service technicians, pay type Travel, which should be noted on all Service Accounts.
2. Resources
o Contractor technicians require access to work order and customer details once assigned to a booking.
o Dispatchers need a schedule board for their region(s).
3. Products and Services
o All parts that are removed from a customer's equipment must be returned to the Main warehouse.
o Products to be marked as Assets will be configured accordingly.
o All products that will become Assets require instalation by a technician.
o All products are received into the Main warehouse.
4. Work Orders
o The ability to have templates for work orders; The templates will provide guidance for technicians along with recommended products and default services.
o Once a work order is posted it should no longer show on views.
o 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
o Once a work order is scheduled, do not change the time.
o Work Orders scheduled to technician(s) who do not have the desired skill set and level should show a warning.
6. Security and access
o Safeguards must be in place for the data on the Field Service Mobile App if a technician loses his mobile phone or tablet device, o The Field Service Administrator needs the ability to update the defaults for the schedule assistant.
7. Accounts
o Any Service Accounts that do not have a Billing Account noted should show a warning, o Any Billing Accounts that do not have a Price List noted should show a warning.
NEW QUESTION # 106
Your company has a requirement to use the out-of-the-box Resource types to categorize Active Bookable Resource types. The company wants to ensure easy 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 on the left to the appropriate column on the right. 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 selection is worth one point.
Answer:
Explanation:
NEW QUESTION # 107
You are setting up assets for a customer.
The VP of Field Service wants to have greater visibility to all the serialized components of an asset in a hierarchical view.
Solution: You create each serialized component as a sub-asset to its parent asset.
Does this meet the goal?
- A. Yes
- B. No
Answer: A
NEW QUESTION # 108
You are a Dynamics 365 for Field Service Mobile customizer.
Your mobile technicians indicate that when in offline mode, they do not have access to the same data set that is available online. Offline mode contains less account and work order data, and users cannot see warehouses.
You need to determine which updates to make within the mobile project so that technicians can see the appropriate information.
Which three actions should you choose? Each correct answer presents a complete solution.
- A. Update the Max Sync Records setting.
- B. Update View filters.
- C. Update entity Sync Filter.
- D. Update the entity Mode to Online and Offline.
- E. Update Synchronization setting to Always Full Sync.
Answer: A,C,D
Explanation:
Section: Manage field service mobility
Explanation/Reference:
NEW QUESTION # 109
Your company uses Dynamics 365 for Field Service.
The company's inventory clerk goes to the bin location for electrical switchesand discovers there are none instock. However, the Field Service Inventory shows a quantity of one.
In which order should the required fields be entered to adjust the inventory tothe correct amount? To answer,move the three appropriate actions from the list of actions to the answer area and arrange them in the correctorder.
Answer:
Explanation:
NEW QUESTION # 110
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 SL 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.
Answer:
Explanation:
NEW QUESTION # 111
You are a field service technician. You need to supply a fan belt for a compressor at a customer site. When checking the stock in your van you realize your fan belt inventory is showing 0.
You need to initiate a transfer from the stock at the home office.
Which two fields must you use to complete the transfer of stock? Each correct answer presents part of the solution.
NOTE: Each correct selection is worth one point.
- A. From Location
- B. Destination Warehouse
- C. Source Warehouse
- D. To Location
Answer: B,C
NEW QUESTION # 112
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.
Select and Place:
Answer:
Explanation:
Section: Schedule and dispatch work orders
NEW QUESTION # 113
Your organization is planning to use Microsoft Azure IoT Hub to manage the IoT devices which monitor the temperature of the cold storage.
You need to install the Microsoft Dynamics 365 Connected Field Service solution with Azure IoT Hub.
Which Azure security role is a prerequisite to the installation?
- A. Account Administrator
- B. Cloud Device Administrator
- C. Dynamics 365 Administrator
- D. Application Administrator
Answer: C
NEW QUESTION # 114
You are a Dynamics 365 for Field Service Mobile Administrator (FSM).When technicians log into FSM, they receive the following message:
"Your organization has not configured Field Service Mobile."
You log into FSM and cannot reproduce the issue with your login.
What must you do to fix the issue?
- A. Update the Priority for the FSM project within Woodford.
- B. Set Enabled for Field Service Mobile to Yes for all Bookable Resources.
- C. Update the Security Roles for all Bookable Resources within Dynamics 365.
- D. Update the Security Roles for the FSM project within Woodford.
Answer: B
NEW QUESTION # 115
You are a Dynamics 365 for Field Service Billing Administrator. Your customer wants to purchase a series ofquarterly 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 acomplete solution.
- A. Create Invoice Setup for preventative maintenance with Invoice Recurrence of every three months.
- B. Create Invoice Setup for site visits, with Invoice Products tied to Monthly Price List.
- C. Create Invoice Setup for site visits, with Invoice Recurrence of each month.
- D. Create Invoice Setup for preventative maintenance, with Invoice Products tied to Quarterly Price List.
Answer: A,C
NEW QUESTION # 116
You are a Microsoft Dynamics 365 Field Service dispatcher. A customer's work order has a particular characteristic and time requirement that is different from most other work orders.
You need to be shown the most suitable resources, and manually book the one that matches the customer's requirements.
What should you do?
- A. Schedule by using the Schedule Assistant.
- B. Schedule the using Resource Scheduling Optimization.
- C. Schedule by using drag and drop on the Schedule Board.
- D. Schedule by building a rule to automatically assign the customer-preferred resource.
Answer: C
NEW QUESTION # 117
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 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 a Dynamics 365 for Field Service system administrator.
You are configuring a new instance of Dynamics 365 for Field Service. The organization needs to accurately capture the cost of work order bookings.
Solution: You implement the following configuration changes:
1) Create Resource Pay Types for regular, holiday, overtime, travel, and breaks.
2) Assign an Hourly Markup percentage to each Resource Pay Type.
3) Assign Resource Pay Types to the applicable Pay Type.
4) Create Business Closures.
5) Create Bookable Resources with Hourly Rates.
Does this meet the goal?
- A. No
- B. Yes
Answer: A
Explanation:
Set resource work hours is missing.
NEW QUESTION # 118
You are a Dynamics 365 for Field Service scheduler using the Schedule Assistant.
You notice the Schedule Assistant always sets the Default Radius to 25 KM.You need to have the schedule assistant Default Radius set to 50 Miles.
Which two options should you choose? Each correct answer presents a complete solution.
- A. Set the Default Radius Value to 50 under Field Service Settings, Work Order/ Booking section.
- B. Set the Default Radius Unit to Miles under Field Service Settings, Work Order/Booking section.
- C. Set the Default Radius Unit to Miles under Scheduling Parameters.
- D. Set the Default Radius Value to 50 under Scheduling Parameters.
Answer: C,D
NEW QUESTION # 119
You are implementing a Microsoft Dynamics 365 Field Service solution for a customer who has the Field Service Dispatcher security role.
You recently built a custom work order form, but the customer is having trouble viewing it when they log into Dynamics 36S. You confirm that the form is set to Display to Everyone, but the customer is still not able to see the form.
You need to resolve this issue.
What should you do before selecting Save and Publish?
- A. 1. Navigate to the work order form. )
- B. 1. Navigate to the app designer.
2. In the site map designer, ensure the work order area is present. - C. 2. Select Enable Security Roles and Display to only these selected Security Roles
3. Ensure the Field Service Dispatcher role is applied to the form. - D. 1. Navigate to the app designer.
2. Under the work order, ensure the custom form is set to be visible. - E. 1. Navigate to the work order form.
2. Select Enable Security Roles
3. Ensure Enabled for Fallback is selected.
Answer: E
NEW QUESTION # 120
You work for a digital billboard manufacturing company. When manufacturing is completed, the new digital billboards are shipped to a client site for installation. As the dispatcher for your company, you need to identify and schedule the different resources that are required to complete the installation of the digital billboard.
The installation of a billboard is a complicated process and requires a large team of resources all with different skills. These installations occur frequently, so you want to dispatch the resources for installations as efficiently as possible.
You need to configure multi-resource scheduling.
Which three steps should you perform, in sequence, to enable the multi-resource scheduling? To answer, move the appropriate actions from the list of actions to the answer area and arrange them in the correct order.
Select and Place:
Answer:
Explanation:
Explanation
NEW QUESTION # 121
You are a Dynamics 365 for Field Service consultant.
One of your Dynamics 365 customers wants to decrease the number of repair appointments by sending fewer technicians onsite.
You need to provide a recommendation of which solution your customer should use to achieve their request.
What should you recommend?
- A. Connected Field Service
- B. Crew Scheduling
- C. Azure IoT Hub
- D. Dynamics 365 for Field Service
Answer: A
Explanation:
Because by setting connected field service work can be done from hub / shop itself and hence less technicians will be needed to be sent onsite.
NEW QUESTION # 122
Drag and Drop Question
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.
Answer:
Explanation:
NEW QUESTION # 123
You are a Dynamics 365 for Field Service Administrator.
You are setting up a new Incident Type. There are no service tasks or products created that are related to this incident.
Which seven actions should you perform in sequence to add these services? To answer, move the appropriate actions from the list of actions to the answer area and arrange them in the correct order.
NOTE: More than one order of answer choices is correct. You will receive credit for any of the correct orders you select.
Answer:
Explanation:
Explanation:
NEW QUESTION # 124
You are in charge of setting up the new Dynamics 365 CE Field Services environment for your company.
As the field Service Administrator, you need to configure the field service settings for work orders for your environment.
Which three work order settings can be configured by the Field Service Administrator? Each correct answer presents a complete solution.
- A. Auto generate resource requirement for work order
- B. Default work order completed status
- C. Auto generate work order for agreement booking
- D. Default work order type
- E. Work order invoice creation
Answer: B,C,E
Explanation:
https://docs.microsoft.com/en-us/dynamics365/field-service/configure-default-settings
NEW QUESTION # 125
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