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Microsoft MB-240 certification exam is an important step for individuals who wish to specialize in implementing and configuring Dynamics 365 Field Service solutions. With this certification, individuals can demonstrate their expertise in the field and increase their career opportunities as Dynamics 365 consultants, developers, and architects.
Microsoft MB-240 Certification Exam consists of 40-60 multiple-choice questions and is timed at 150 minutes. MB-240 exam is available in English and Japanese and can be taken at any authorized testing center. Candidates who successfully pass the exam will earn the Microsoft Dynamics 365 Field Service Functional Consultant certification.
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Microsoft MB-240 exam is a great way for functional consultants to showcase their expertise in Field Service operations. It is also an excellent opportunity for individuals to enhance their professional credibility and increase their marketability in the industry. Passing MB-240 Exam demonstrates that the candidate has the necessary skills and knowledge to help organizations optimize their field service operations using the latest technology and best practices.
NEW QUESTION # 81
Case Study 3 - Contoso Compressor Ltd
Company Overview. Company Structure
Contoso Compressor Ltd. is a large global manufacturer with 12,000 employees. Contoso Compressor produces, installs, and services large B2B and small B2C gas and air compressors.
They have manufacturing plants and service centers in:
North America (Canada, US, Mexico) Territories
- US - 600 Service Technicians, 60 Call Center Agents, 30 Dispatchers
- Canada - 300 Service Technicians, 30 Call Center Agents, 15 Dispatchers
- Mexico - 200 Service Technicians, 20 Call Center Agents, 10 Dispatchers Europe Territories
- Germany - 200 Service Technicians, 20 Call Center Agents, 10 Dispatchers
- France - 150 Service Technicians, 15 Call Center Agents, 7 Dispatchers
- Italy - 100 Service Technicians, 10 Call Center Agents, 5 Dispatchers South America Territories
- Brazil - 200 Service Technicians, 20 Call Center Agents, 10 Dispatchers
- Argentina - 100 Service Technicians, 10 Call Center Agents, 5 Dispatchers India Territories
- Mumbai - 100 Service Technicians, 10 Call Center Agents, 5 Dispatchers
- Chennai - 150 Service Technicians, 15 Call Center Agents, 7 Dispatchers Contoso Contoso Compressor sales channels include direct and via distributors.
Contoso Compressor service and installation channels include direct and via service partners.
Company Overview. Existing Systems
Existing systems:
- SAP for ERP
- Siebel for Sales and Customer Service
- Home grown for Field Service and Installations
Dynamics 365 has been selected for Sales, Customer Service, and Field Service.
Azure IoT and Azure Machine Learning have been selected for Connected Field Service.
Sales and Service Overview. B2B Sales and Service Overview
Sales
- 70% of total Sales & Service Revenue
- 20% new sales revenue is through distributors
Installations
- Variety of large compressors
- Scheduled with Dispatch when equipment has been shipped
- Take a crew of 2-3 technicians
Service
- 95% of service calls handled by Contoso Call Center
- All calls come to a regional service center
- Break Fix
- Planned/Preventive Maintenance
- Both Break Fix and Planned/Preventive Maintenance Work Orders require 1 technician
- Planned/Preventive Maintenance
- Requires a detailed Inspection prior to restart of equipment
Sales and Service Overview. B2C Sales and Service Overview
Sales
- 30% of total Sales & Service Revenue
- 100% of new Sales revenue from distributors
No Installation
Service
- 95% of all service issues handled by partners/distributors
- Service calls to Contoso Call Center are routed to a partner/distributor for service
- Only 1% of all Service Revenue
Sales and Service Overview. Business Goals
Contoso Compressor desires to double both their Sales and Service Revenue over the next 5 years.
To achieve this, they have developed the following goals as part of implementing a new CRM Sales, Service, and Field Service application:
1. New Acquisitions
2. Partner/Distribution network expansion for B2B and B2C
3. New B2B Service Offerings
4. Increase Customer Satisfaction/NPS
Current Challenges. Call Center
- Siloed systems
- Disconnected from other regions
- Poor Return tracking
- Poor partner visibility
Current Challenges. Work Order Management
- No visibility to truck stock
- No task breakdown on Work Orders
- Poor reconciliation to partners/distributors
Current Challenges. Resource Management
- No crew capability for installs
- No visibility across regions
Current Challenges. Contract/Agreement Management
- Service is often given away due to poor entitlement tracking
- No tickler system for renewals
Current Challenges. Asset Management
- No sub-asset tracking
- No work Order history
- No visibility to detailed location tracking
- No ability to connect to IoT
Current Challenges. Mobile Technician Capability
- No offline mode
- Inspections are done manually
- No quoting, signature, or job summary/print capability
Current Challenges. Scheduling
- Lack of status updates from technicians
- Manual crew scheduling for installs
- No ability to estimate travel time
- No filter capability to search for the best technician
Desired Functionality. Call Center
- Customer 360 capability with Knowledge Base
- Visibility to Partner/Distributor information
- Portal capability for customer visibility to Knowledge, equipment owned, open work orders and cases Desired Functionality. Work Order management
- Defined Work Order Tasks
- Inventory tracking
- Digital Inspections with Branch Logic and Reporting
- Integration to ERP for proper pricing and invoicing
Desired Functionality. Inspections
- Conditional logic for Gas Compressor pressure reading failure
- By looking at the reading, a technician can see if it's in the red, indicating failure. If fail, must shut down, clean or replace pressure valve
- Impromptu Inspections - the ability to create inspections at a customer site on assets without a work order while working on another work order at the customer site.
- Inspection results are critical to review with the customer after the inspection is performed Desired Functionality. Resource Management
- Flexible Work Hours
- Crews, equipment tracking as resources for scheduling
- Skills with proficiency levels
- Drip Scheduling for planned maintenance jobs
Desired Functionality. Asset Management
- Track Asset sub-components
- Connected Service for new equipment
- Azure Machine Learning to offer a new chargeable service for machine uptime
- Capture defined asset readings to feed the Azure Machine Learning model
- Many internal assets are used on jobs. We need to be able to schedule those assets with a technician on a job.
- We also perform our own maintenance on internal assets
- These would not be needed for RS
Desired Functionality. Contract/Agreement Management
- Generate Planned Maintenance jobs 3 months in advance for capacity planning
- Tickler system to notify customers of expirations
- Track covered equipment and related entitlements
Desired Functionality. Mobile Technician Capability
- Offline
- Digitized Inspections
- Geo-fencing for no-touch arrival and departure
- "Uber-like" functionality, notifying customers when a technician will be arriving
- Remote Assist functionality to quickly get junior technicians in the field and increasing first time fix rate Desired Functionality. Scheduling
- Schedule Boards visible to each region
- Assign resources based on skills and proficiency
- Visibility to access resources from other regions
- Drip Scheduling for inspection jobs
- Scheduling optimization for small jobs
- Automated crew assignment for installation jobs
Desired Functionality. Returns Management
- RMA's
- Tied to Customer Service
- Track open Returns to reduce part/asset leakage & charge for not returned items
- The biggest issue we face today is that we can't track an item that a customer has returned
- RTV
- Ability to send in-warranty parts back to vendor for credit or exchange Desired Functionality. IoT
- IoT devices will be place on all new and existing equipment.
- Devices will measure compressor temperature and motor pressure of the equipment.
- Azure Machine Learning is desired to predict failure based on trends of compressor temperature and pressure readings.
- Currently, there is no way to capture backflow pressure because it can only be measured during the onsite inspection by a technician.
- Contoso Compressor would like to capture that value and feed it back to the machine-learning algorithm to better measure performance and predict failure.
You are the lead consultant on a Dynamics 365 Field Service implementation for Contoso Compressor. You are designing the RMA and RTV process with the customer.
While there are many benefits associated with this process, you need to advise the customer on where they might be able to find the biggest cost savings based on their requirements.
What should you recommend?
Answer: B
NEW QUESTION # 82
You are a Dynamics 365 for Field Service Administrator. You configure Route Scheduling Optimization (RSO) and publish the schedule.
One of your schedulers indicates two of their resources are not getting work orders assigned.
You need to determine reasons why the two resources are not assigned work orders through RSO.
Which three options should you choose? Each correct answer presents a complete solution.
Answer: A,B,D
Explanation:
https://docs.microsoft.com/en-us/dynamics365/customer-engagement/field-service/rso- configuration
NEW QUESTION # 83
You are configuring work orders for technicians to complete the onsite service.
When a work order is completed, the customer needs to receive an invoice for the labor charge time spent by the technician to complete the service.
Which option should the technician use to enter their time spent?
Answer: C
NEW QUESTION # 84
You need to create a purchase order for a thermal overload cooling fan for arefrigeration unit on the shopfloor.
After creating a purchase order, what are the five steps, in sequence, for completing the order and receivingthe products? To answer, move the appropriate actions from the list of actions to the answer area and arrangethem in the correct order.
Answer:
Explanation:
NEW QUESTION # 85
Your organization recently implemented Microsoft Dynamics 365 Field Service. In preparation for user training, you created two new tabs on the schedule board, and configured them based on the line of business.
You need to ensure that users know how to control access to those newly created tabs.
Which three sharing options are available for the tabs? Each correct answer presents a complete solution.
NOTE: Each correct selection is worth one point.
Answer: A,C,E
NEW QUESTION # 86
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