Microsoft MB-240 Microsoft Dynamics 365 Field Service Functional Consultant Online Training
Microsoft MB-240 Online Training
The questions for MB-240 were last updated at Nov 19,2024.
- Exam Code: MB-240
- Exam Name: Microsoft Dynamics 365 Field Service Functional Consultant
- Certification Provider: Microsoft
- Latest update: Nov 19,2024
Home Improvement Stores offer the convenience of purchasing items available in the DIY stores, but also include the expert design, installation and repair services offered in the Pro Stores.
• Designers are assigned to a department based on skills and expertise.
• Delivery personnel pick up at the local warehouse for each store
• Installers are assigned to multiple stores in a geographic region.
• Repair technicians are all subcontractors.
• Dispatchers are assigned to all territories in a region. Dispatchers assign repair and installation work to technicians based on skill.
All internal delivery, repair and installation employees will utilize the Field Service mobile app. Litware, Inc. employees have full-service licenses, while subcontractors do not K
Regions
Dispatchers can see all work request data for their region, including resources.
The Canadian regions are:
Data management structure
Litware, Inc. store employees can see data within their region. This is to provide better support of customers and stores within the regions.
The current data access structure appears as follows:
Field Service difficulties
Typical job assignment is as follows:
• Appliance Delivery & Hookup: 2 resources – subcontracted out
• Landscaping: minimum 2 resources. 1 expert
• Carpeting: 2-3 resources
• Tile Flooring: 2 resources
• Kitchen Cabinets: 3 resources
• Hardwood Flooring: 2 resources
• Repairs: 1-2 resources
A spreadsheet tracks the skills and certifications earned by each internal employee.
They are:
The Skill Proficiency Model used at Litware, Inc. is as follows;
1 – Novice
2 – Inexperienced
3 – Moderate Experience
4 – Experienced
5 – Expert/Certified
For each type of job, there must be at least one certified or highly experienced resource on the job. Their current system does not have a way to share technical documents and instructions with the technicians and have them review it while onsite.
All work is printed out and the provided to the resources. Contractors are currently emailed the job details to which they need to confirm availability. Contractors sometimes decline work. In some of these cases, the Litware, Inc. dispatch team does not react quickly to this information and the customer’s work or delivery is delayed.
Customer base
Currently, all customer data are held in Dynamics 365 Finance and Operations (D365 F&O).
• Most store employees do not have access to this data as it is currently being implemented for backend features, such as inventory and invoicing.
• Designers and those scheduling can pull up a customer and their pending orders and installations, but they cannot see the payment details and terms.
85% of Litware’s customers are households.
15% are construction-based companies that either purchase or hire Litware, Inc. for specific jobs.
• Most of these companies receive a 5-10% discount on supplies and 10% discount on labor.
Planned changes
Litware, Inc. plans to implement Dynamics 365 Field Service.
The requirements gathered during analysis are:
Work Orders and Scheduling
• Scheduling based on resource skill, and number of required resources based on job type and duration.
• Preventative Maintenance emergency calls take priority over other types of jobs.
• Schedule resources based on location, maximizing total work hours and then minimizing drive time.
• All HVAC down jobs require a resource to be onsite at the customer location within 2 hours, per contract terms.
• Some high-end HVAC systems can tell the company when the system is experiencing issues. Alert dispatchers when this occurs if this feature is enabled and purchased.
• Set contractually obligated times for HVAC down jobs.
• Set reminders or see critical details to act on for a job.
• Ability to quickly book a job.
• Easily see when a resource is on Paid Time Off on the schedule board.
Service Contracts
• Set up and create a Preventative Maintenance (PM) type of contracts.
• PM contracts are only for HVAC systems. Semi-annual maintenance jobs should be created 30-days before they are to be scheduled.
Preventative Maintenance
• Semi-annual inspections Discount on any required parts and additional labor.
• Include 24-hour emergency service calls at no-charge.
Extended Warranties
• Ability to setup and create an Extended Warranty type of contracts.
• Start when Manufacturer warranty ends.
• Can be purchased for 1, 2 or 3 years and include all parts and labor.
Products and Services
• Integration between D365 F&O and D365 Field Service.
• Implement a parts return process for any unused or defective part during an installation job.
• Multiple price lists will be used, based on region and customer type (retail, construction).
Resources
• Implement company holidays for US and Canada
• Implement various pay types based on OT, Weekends/Holidays, Travel and Regular Time.
• Implement Paid Time Off.
• Optimize resource schedules.
• Access to jobs assigned for the day.
• Specialty equipment scheduled on work orders as needed.
Technical requirements
Invoicing
• Send Work Order details to D365 F&O when a job is completed, and after internal reviews are performed.
• The system must track the price of resources based on holidays and after-hours scenarios at a rate of one and a half times the normal billing rate.
• Travel time is non-billable. Travel time should be captured as normal billing rate.
• A Delivery Fee of S75 is charged for each order.
• Subcontractor travel time is non-billable but is paid to the subcontractor company by Litware, Inc.
Resources
• Contractor technicians require access to work order and customer details once assigned to a booking. They do not have a license.
• Dispatchers need a schedule board for their region(s).
• Resources have access to view their skills, skill level and certification data.
o Certifications set to expire over the next 120 days should show highlighted in Yellow, o Certifications already expired will show in Red.
• Resources will be notified when they enter or leave a job, or are assigned a job for the day.
• Resource booking automatically updated when they enter job site.
• High priority jobs will send an alert to the resources’ phone and send them a text message.
• Resources assigned to a job where their skill level = 1 will be assigned to an experienced resource for 3 months.
• Resources on the job can use their smartphone to call and obtain assistance.
• Resources can access documents either online or offline.
Products and Services
• All parts removed from a customer’s equipment must be returned to the Main warehouse.
• All parts not used or deemed defective during an installation must be returned to the originating warehouse.
• All appliances and parts will become part of the customer record.
• All products are received into the Main warehouse and then distributed to van stock for delivery or installation.
• All assets that have an expired manufacturer warranty should show a notification.
Work Orders
• The ability to have templates for work orders. Templates will provide guidance for technicians, and recommend products and default services.
• Work Orders created from a PM contract need to have a status = Service Contract.
• Work Orders created from an Extended Warranty contract need to have a status = Extended
Warranty
• All HVAC down work orders must be set to high priority.
• All emergency, and contractual Work Orders must be created, reviewed and dispatched within 1 hour. A technician must be onsite within 2 hours.
• All Work Orders created from a PM are non-billable.
• All Extended Warranty jobs must include a flat service fee of $75.
Scheduling
• High Priority work orders for HVAC down cannot be moved once scheduled.
• Work Orders scheduled to technician(s) who do not have the desired skill set and level should show a warning.
o If scheduled, it will send an approval record to the manager to approve the assignment. Approved are booked. Rejected are canceled and the dispatcher notified.
• Dispatchers will assign multi-day work orders, such as kitchen cabinets, bathrooms, landscaping, to the same group of resources for the duration of the work.
• All work orders for an existing asset, where the asset does not have an active manufacturer’s warranty, or a valid extended warranty should show an alert upon scheduling.
• Resources should be optimized for high priority items, maximize their work hours and then minimize travel time.
Security and access
• Safeguards must be in place for the data on the Field Service mobile app if a technician loses his mobile device.
• Technicians in the field should only see work orders scheduled for today.
• Field Service administrators need the ability to update the defaults for the schedule assistant.
DRAG DROP
Litware, Inc. needs your company to suggest a best practice for implementing multi-resource work order scheduling for kitchen cabinet installation jobs, that includes a new, inexperienced technician. In addition, they need a resource skilled in cabinet installation and cabinet resurfacing.
Using the requirements provided, which five 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.
All delivery charges must be automatically added to any Delivery work order, and the price must be set and locked. The delivery charge must be set up in a way so that it is invoiced upon delivery completion.
Which three steps should you take to set up the invoice? Each correct answer presents part of the solution. NOTE: Each correct selection is worth one point.
- A . Create a Delivery Charge Product Record. Set Field Service Product Type to Service.
- B . Create a business rule to set the Delivery Charge work order product record line status to Used, and ensure Unit Amount is 75.00 Make Quantity and Amount fields read only
- C . Add the Delivery Charge product to the delivery incident type. Set Quantity to 1
- D . Create a Delivery Charge Product Record. Set Field Service Product Type to Non-Inventory.
- E . Create a business rule to set the Delivery Charge work order service line status to Used, set Duration to 1 hour and Amount to $75.00. Make Duration and Sale Amount details read only with the business rule.
DRAG DROP
Litware, Inc. designers sometimes have to schedule an experienced technician and trainee to go out to a customer’s home to take measurements.
One of their customers, wants a kitchen and bathroom remodel completed during the same timeframe. The customer has asked for Litware, Inc. to have both measurements completed at the same time.
Currently, Litware, Inc. does not any technicians with both kitchen remodeling and bath remodel skills. Litware, Inc. wants to use the new Quick Book functionality to schedule multiple resources to this work order.
Which five 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.
A new service technician was recently hired on at Litware, Inc. and is assigned to the HVAC team. The service technician is still learning about the job and the units the company sells and services.
The service technician has been assigned to a repair work order for a unit. Upon arrival and inspection, the service technician turns off the one circuit breaker to the unit, but is not sure what should be done next. The service technician makes a phone call to the internal help team, but they aren’t sure how to provide guidance as they cannot see what exactly the service technician is looking at and the service technician cannot describe it.
What should the company implement to handle this sort of issue?
- A . Microsoft Dynamics 365 Guides
- B . Microsoft Dynamics 365 Remote Assist
- C . Microsoft Teams
- D . Resource Scheduling Optimization
DRAG DROP
During requirement and design discussions, Litware. Inc. Subject Matter Experts (SMEs) discuss a specific scenario.
A customer purchases an HVAC system along with a 1-year service contract and a 3-year extended warranty. After 9 months, the system shuts down and the customer cannot get it started back up. The customer calls into Litware, Inc. to inform them the system is down and he needs a service technician to come out to fix the unit.
The SMEs want to know which functionality within Dynamics 365 Field Service can handle the scenario.
Which configuration steps should you take in each of the categories listed? To answer, drag the appropriate configuration to the correct category in the answer area. Each element 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.
DRAG DROP
During requirement and design discussions, Litware. Inc. Subject Matter Experts (SMEs) discuss a specific scenario.
A customer purchases an HVAC system along with a 1-year service contract and a 3-year extended warranty. After 9 months, the system shuts down and the customer cannot get it started back up. The customer calls into Litware, Inc. to inform them the system is down and he needs a service technician to come out to fix the unit.
The SMEs want to know which functionality within Dynamics 365 Field Service can handle the scenario.
Which configuration steps should you take in each of the categories listed? To answer, drag the appropriate configuration to the correct category in the answer area. Each element 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.
DRAG DROP
During requirement and design discussions, Litware. Inc. Subject Matter Experts (SMEs) discuss a specific scenario.
A customer purchases an HVAC system along with a 1-year service contract and a 3-year extended warranty. After 9 months, the system shuts down and the customer cannot get it started back up. The customer calls into Litware, Inc. to inform them the system is down and he needs a service technician to come out to fix the unit.
The SMEs want to know which functionality within Dynamics 365 Field Service can handle the scenario.
Which configuration steps should you take in each of the categories listed? To answer, drag the appropriate configuration to the correct category in the answer area. Each element 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.
DRAG DROP
During requirement and design discussions, Litware. Inc. Subject Matter Experts (SMEs) discuss a specific scenario.
A customer purchases an HVAC system along with a 1-year service contract and a 3-year extended warranty. After 9 months, the system shuts down and the customer cannot get it started back up. The customer calls into Litware, Inc. to inform them the system is down and he needs a service technician to come out to fix the unit.
The SMEs want to know which functionality within Dynamics 365 Field Service can handle the scenario.
Which configuration steps should you take in each of the categories listed? To answer, drag the appropriate configuration to the correct category in the answer area. Each element 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.
Planned maintenance services perform regular and planned checks for their customers.
* Inspectors are assigned to all regions based on skills and expertise.
* Installers are assigned to multiple territories in a geographic region 1 Repair technicians a-e employees and subcontractors
* Dispatchers are assigned to all territories in a region. Dispatchers assign repair and installation work to technicians based on skills.
All the inspection, repair, and installation employees utilize the field Service mobile app Dispatchers can see all work request data for their region and see all the bookable resources.
Job structures
typical job assignments are as follows:
• Inspections: 1 -2 resources
• Installations: minimum 2 resources. 1 expert
• Repairs: 1-3 resources
Skills and certifications
The following spreadsheet tracks the skills and certifications earned by each internal employee:
The Service areas are:
For each type of job. there must be at least one certified or highly experienced resource on the job. Their current system does not have a way to maintain the availability of a service, maintain the subcontractor’s insurance details, certifications, and more options for inspectors. All work is printed out and provided as a hard copy to the resources. It is not easy to distribute the new updated materials for the service c* share the new troubleshooting guides. Planned changes
LitWare plans to implement Dynamics 365 Field Service.
The requirements gathered during analysis are:
Work orders and scheduling
• Scheduling based on resource skill and number of required resources based on job type and duration.
• Planned Maintenance emergency calls take priority over other types of fobs.
• Schedule resources based on location, maximizing total work hours and then minimizing drive time.
• Ability to track technician time.
• Ability to configure rates and pay types.
• Ability to easily see when a resource is on Time Off on the schedule board
• All resource time-off requests should be approved by both their manager and their line manager
Service contracts
• Set up and create a Planned Maintenance type of contract.
• Define the coverage of the regions by the work.
Inspection management
• Ability to configure inspections.
• Ability fen inspections to be linked with work orders and customer assets.
Resources
• Implement company holidays for U.S. and Canada.
• Implement various pay types based on overtime, weekends and holidays, travel and regular time.
• Implement paid time off.
• Ability for resource calendars to reflect resource time off and work hours.
• Access to jobs assigned for the day.
• Ability to capture the validity of the insurance and send a 90-day reminder notification before the expiry.
• Activate geocoding throughout the system.
• Use territories for accounts, resources, and work orders.
• Enable Microsoft SharePoint Integration.
Field Service mobile app
• Ability for technician to access work orders and asset details.
• Ability to perform inspections on the mobile app
• Ability to work through offline mode.
• Ability to enter time for The work.
Technical Requirements
Resources requite the ability to:
• Configure work hours templates based on their time zone.
• Access and view their skill. skill level, and certification data
• Certifications set to expire over the next 90 days should show highlighted in Yellow.
o Certifications already expired will show in Red.
• Access documents either online or offline.
• Have the" time-off requests enabled for approval by default for resource who has skill of electrical, and have the requests approved by both their manager and line manager.
Work orders
• The ability to have templates for work orders.
o Templates will provide guidance for technicians, and help recommend products and default services.
• Work orders created from a PM contract need to have a status a Service Contract Inspections:
• Ability to configure advance inspections with conditional logics based on the questions,
• Ability to use the latest inspections for analytics on a weekly basis.
• Ability to perform ad-hoc inspections with assets.
• Ability for users to export responses.
Security and access
• Technicians m the field should only see work orders scheduled for today.
• Technicians should have the option to enter manual time.
• Technicians should have the option to complete the inspections.
• Technicians should have the ability to access relevant apps to complete the job.
• Technicians should have the ability to access the guides.
• Administrators should have access to the technician usage of the guides.
DRAG DROP
LitWare has requirements for configuring the Insurance.
Vou are responsible for setting up the system to manage the insurance
Which three actions should you perform in sequence? lo answer, move the three appropriate actions from the list of actions to the answer area. Arrange the three actions in the correct order.
DRAG DROP
You need to set up the system to meet LitWare’s inspection requirements.
Which three actions should you perform in sequence in the Field Service app? To answer, move the three appropriate actions from the list of actions to the answer are a. Arrange the three actions in the order.
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