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| Section | Weight | Objectives |
|---|---|---|
| Manage Inventory and Procurement (15-20%) | 15-20% | - Process purchase orders and returns - Configure product inventory and item associations - Configure warehouse and inventory settings - Handle inventory adjustments and transfers - Manage inventory levels and stock locations |
| 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 - Configure map view and route optimization - Configure schedule board and board features - Optimize schedules using resource scheduling optimization - Manage scheduling options and requirements - Schedule work orders using various methods |
| Manage Work Orders (20-25%) | 20-25% | - Manage work order products, services, and notes - Process work order inspections and recommendations - Manage work order reporting and analytics - Handle work order incidents and resolutions - Configure work order lifecycle and statuses - Create and manage work orders |
| Manage Field Service Mobile Application (10-15%) | 10-15% | - Configure Field Service Mobile app settings - Configure resource and technician mobile experiences - Manage mobile forms and workflows - Handle offline capabilities and synchronization |
| Configure Field Service (20-25%) | 20-25% | - Configure work order types and incident types - Configure pricing, billing, and cost entities - Set up and configure customer assets - Configure scheduling configurations and booking setup - Set up and configure resource characteristics and skills - Configure Field Service organizations and structures - Implement security roles and field service settings |
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NEW QUESTION # 168
Your organization recently started using the Universal Resource Scheduling feature. You enabled the Lead entity for scheduling.
You need to have a dedicated tab in the schedule board to see all the unscheduled leads.
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:
Explanation:
NEW QUESTION # 169
Case Study 5 - LitWare Inc
Overview
Company overview
LitWare 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 (HVAC), 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.
- Dispatchers are assigned to all territories in a region. Dispatchers assign repair and installation work to repair technicians based on their skills.
- Repair technicians are employees and subcontractors.
3. 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.
- Repair technicians are 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.
Existing environment
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.
Requirements
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 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 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.
You need to set up the system to manage the work hours template for all the resources.
Which two actions should you perform? Each correct answer presents a part of the solution.
NOTE: Each correct selection is worth one point.
Answer: C,E
NEW QUESTION # 170
You are a Dynamics 365 for Field Service administrator for a construction company.
You need to schedule a work order for a group of resources that will work together for a set number of days, week, or months.
How should you achieve the goal without scheduling the same requirements multiple times manually by using the schedule board (or with the schedule assistant)?
Answer: D
Explanation:
A group of resources will work together for a set number of days, weeks, or months.
https://docs.microsoft.com/en-us/dynamics365/field-service/resource-crews
NEW QUESTION # 171
Drag and Drop Question
Your organization recently started using Dynamics 365 Customer Voice to capture surveys after completing on-site window installations. The customer experience manager wants to add a new satisfaction metric to capture the overall opinion of the customer.
You need to add a new satisfaction metric to the survey.
Which three 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:
NEW QUESTION # 172
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?
Answer: D
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 # 173
......
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