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| Section | Weight | Objectives |
|---|---|---|
| Manage work orders and customer assets | 25–30% | - Manage customer assets, asset hierarchies, and service history - Create and manage work orders, work order types, and statuses - Manage work order products, services, and skills requirements - Process work order lifecycle: creation, assignment, completion, and closure |
| Manage inventory and purchasing | 5–10% | - Process inventory transactions: receive, transfer, adjust, and consume - Configure inventory settings, warehouses, and product catalog - Manage purchasing, purchase orders, and vendor returns |
| Configure field service applications | 20–25% | - Configure incident types, service tasks, and products - Configure resources, resource types, and resource roles - Configure core settings and administration areas - Configure service agreements, booking rules, and settings |
| Implement Microsoft Power Platform | 5–10% | - Extend functionality with customizations and solutions - Integrate with Power Apps, Power Automate, and Power BI - Configure and use connected field service and IoT features |
| Manage the Field Service mobile app | 5–10% | - Install, configure, and deploy mobile app - Manage mobile user access, security, and synchronization - Customize mobile forms, views, and offline capabilities |
| Schedule and dispatch work orders | 15–20% | - Configure scheduling parameters, booking statuses, and requirements - Manage bookings, resource availability, and conflicts - Configure and use resource scheduling optimization (RSO) - Use schedule board, schedule assistant, and resource optimization |
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NEW QUESTION # 163
LitWare has requirements for configuring the Insurance.
You 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.
Answer:
Explanation:
Explanation:
To manage the insurance for LitWare, you should perform the following actions in sequence:
* Enable Trades Coverage in the settings.
* Create a one-to-many relationship between insurance and subcontractor.
* Create a cloud flow to validate the insurance and send a reminder.
These steps will help ensure that insurance details are properly managed and that reminders are sent out in a timely manner. This is crucial for maintaining compliance and ensuring that all subcontractors have valid insurance coverage.
Topic 4, LitWare Inc. New Case studyLitWare Inc. is a plumbing
and heating company which provides installation, maintenance, and
repair services in United States (U.S.) and Canada.
LitWare also offers various installation and repair services such heating, venting, and air conditioning (HVAQ, plumbing, and roofing for commercial customers using their employees and subcontractors.
Company structure and resources
The company has three main types of services, each offering a different combination of service personnel.
1. Training services provide training to LitWare employees and subcontractors to perform the work in the regions serviced.
2. Unplanned maintenance services address emergency repair requests for their customers.
o Dispatchers are assigned to all territories in a region. Dispatchers assign repair and installation work to repair technicians based on their skills.
o Repair technicians are employees and subcontractors.
3. Planned maintenance services perform regular and planned checks for their customers.
o inspectors are assigned to all regions based on skills and expertise. o Installers are assigned to multiple territories in a geographic region.
o Repair technicians are employees and subcontractors.
o 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 structure
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:
Service areas
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 or 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 jobs.
* 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 for 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 lo 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. rv
* 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 require the ability to:
* Configure work hours templates based on their time zone.
* Access and view their skills, skill level, and certification data.
o 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 their 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 = 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 in 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.
NEW QUESTION # 164
Your company wants use Microsoft Dynamics 365 Customer Voice to obtain feedback on their customers' on-site service experience.
You need to create a survey which will be sent automatically to a customer once their work order is completed.
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 - Select a survey template.
2 - Modify a project template.
3 - Select a work order type.
NEW QUESTION # 165
LitWare has requirements for the ability to track technician time.
You need to set up a manual option to track the time against the work orders.
Which three actions should you perform in sequence? To answer, move the three a Arrange the three actions in the correct order.
Answer:
Explanation:
Explanation:
A screenshot of a computer Description automatically generated
NEW QUESTION # 166
You are a Dynamics 365 for Field Service Administrator. You are workingwith your company's schedulingteam on requirements for a new schedule board view.
The team needs a schedule board view where they only see work orders with a priority of Critical.
Which three steps should you perform, in sequence, to meet their need?To answer, move the appropriateactions from the list of actions to the answer area and arrange them in the correct order.
Answer:
Explanation:
NEW QUESTION # 167
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.
Answer: B,C,D
NEW QUESTION # 168
......
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