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| Section | Weight | Objectives |
|---|---|---|
| Manage Inventory and Procurement (15-20%) | 15-20% | - Configure warehouse and inventory settings - Configure product inventory and item associations - Handle inventory adjustments and transfers - Manage inventory levels and stock locations - Process purchase orders and returns |
| Manage Field Service Mobile Application (10-15%) | 10-15% | - Configure Field Service Mobile app settings - Handle offline capabilities and synchronization - Configure resource and technician mobile experiences - Manage mobile forms and workflows |
| Manage Work Orders (20-25%) | 20-25% | - Handle work order incidents and resolutions - Manage work order products, services, and notes - Manage work order reporting and analytics - Process work order inspections and recommendations - Configure work order lifecycle and statuses - Create and manage work orders |
| Manage Asset and Connected Field Service (5-10%) | 5-10% | - Process IoT alerts and work order creation - Manage asset IoT connections and monitoring - Configure IoT integrations and alerts - Implement connected field service scenarios |
| Scheduling and Dispatch (20-25%) | 20-25% | - Handle scheduling conflicts and rescheduling - Optimize schedules using resource scheduling optimization - Schedule work orders using various methods - Configure schedule board and board features - Manage scheduling options and requirements - Configure map view and route optimization |
| Configure Field Service (20-25%) | 20-25% | - Configure scheduling configurations and booking setup - Configure work order types and incident types - Configure pricing, billing, and cost entities - Implement security roles and field service settings - Set up and configure customer assets - Configure Field Service organizations and structures - Set up and configure resource characteristics and skills |
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NEW QUESTION # 72
You are a Dynamics 365 Field Service dispatcher using the Scheduling Assistant function.
One of your customers, Adventure Works, does not want one of your resources to be scheduled to workorders going forward. The resource must be able to be scheduled for other accounts.
How can you achieve this goal?
Answer: D
NEW QUESTION # 73
Your company is implementing a new CRM system. They have selected Microsoft Dynamics 365 Field Service because of its flexibility.
During the basic training sessions, you need to train the field service team on how work orders are created.
What are three out-of-the-box ways to create work orders? Each correct answer presents a complete solution.
NOTE: Each correct selection is worth one point.
Answer: A,C,E
NEW QUESTION # 74
Dispatchers at Contoso have access to a wide range of information because they often cover for each other within the region. However, for their normal dairy operations, they only need to be able to see resources in their territory.
The dispatcher needs to customize their schedule board to filter resources to their territory. What should the dispatcher do?
Answer: A
Explanation:
Topic 1, Contoso Case studyGeneral 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 # 75
You are a Microsoft Dynamics 365 Field Service dispatcher.
You need to implement a capability within the schedule board to allow you to find resources for a work order. The work order can be done by any resource with the right piece of equipment, who is available at 9:00 A.M. during a selected week.
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 - Create a requirement group template.
2 - Associate an incident type to the requirement group template.
3 - Add the incident type to a work order.
4 - Book the work order.
NEW QUESTION # 76
Drag and Drop Question
Your Heating, Venting, and Air Conditioning (HVAC) customer wants to help technicians in the future by making resolutions available for use on work orders.
You need to set up templated resolutions to be attached to a work order.
Which four actions must you perform in sequence? To answer, move the four appropriate actions from the list of actions to the answer area. Arrange the four actions in the correct order.
Answer:
Explanation:
NEW QUESTION # 77
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