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| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Manage Inventory and Assets | 15% | - Inventory management
|
| Topic 2: Field Service Mobile and Customer Experience | 20% | - Customer engagement
|
| Topic 3: Schedule and Dispatch Work | 20% | - Resource scheduling
|
| Topic 4: Work Order Management | 25% | - Manage work orders lifecycle
|
| Topic 5: Configure Dynamics 365 Field Service | 20% | - Configure Field Service settings
|
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NEW QUESTION # 125
Case Study 6 - Wingtip Toys
Background information
Company overview
Wingtip Toys is a specialist prop fabrication company specializing in animatronic dinosaur sculptures. The sculptures are assets that belong to the company. The assets are painstakingly constructed over several years using proprietary techniques and require significant capital investment.
Staff members
Wingtip Toys has five staff members:
- The Chief Executive Officer (CEO)
- The prop master
- The robotics engineer
- The robotics intern
- You, the Power Platform administrator
Employees 2, 3, and 4 are field technicians. Customers pay a surcharge for technician travel time, so the CEO requires they are diligent in marketing themselves as "Travelling" on their Field Service mobile apps as soon as they begin driving to a site.
Assets overview
Customers - such as film studios, museums, and theme parks - usually lease assets on a long- term basis. Lease agreements are sold with regular maintenance, both cosmetic and technical.
Short-term rentals are also available for specific projects at theatres, events, or for filming on location.
The CEO has recently produced a barcode for each dinosaur currently in use. The new barcode should be applied to the inside of the sculpture's mouths at the next visit.
Dinosaur sculptures
All dinosaur sculptures have been added as assets. A custom choice type column named
"Species" has been added to the main form and is manually selected when a new asset is created.
The prop master asked you to create a custom page that will allow them to browse through all current and previous dinosaur sculptures; each displaying the sculpture name, completion data, species, and a small image.
The catalog should allow the user to drill down into further information about the asset and (if applicable) the account of the customer currently renting or leasing it.
Cosmetic work orders
Overview
Cosmetic work is always performed by the prop master, created automatically via agreements and scheduled by the CEO.
The "Cosmetic maintenance" incident type currently has four related products. Two of those are field service type products and two are service task types.
Dental check-up
Within the last few months, some customers have contacted Wingtip Toys to note that a tooth or two had fallen out of the dinosaurs' mouths. This is due to wear and tear on the roaring and chewing motions that customers can trigger.
The CEO wants to add dental check-up to the "Cosmetic maintenance" incident type to allow the prop master to prevent these incidences from occurring in the future where needed. This incident type has no associated cost to the customer.
Technical work orders
Overview
Technical work can be performed by either the robotics engineer or by the robotics intern, depending on the complexity level.
When a new work order is created manually, it must be triaged by the robotics engineer before it can be scheduled. Maintenance work orders created by agreements can be scheduled without triage.
The robotics intern only uses the Field Service mobile app to view upcoming jobs, whereas the robotics engineer uses the mobile app and the model-driven app.
If the intern is performing a work order, they must wait for the engineer to review and approve the notes before they can finish their work. The CEO requires that the intern records the time they spend waiting for the engineer using the Field Service mobile app. This will help the CEO monitor whether the duration required for work orders needs to be increased.
Inspections
As the dental check-up of dinosaurs can have technical implications, the robotics engineer works with you to create an inspection, which must be completed every time the process is completed.
The following image is a draft of the "Dental Check-up" inspection:
The engineer wants the inspection to appear to the prop master in their mobile app as per the above image. However, they also need to add the scanning of the new barcode sticker.
Further, the CEO requires completed inspections to be related to the correct dinosaur as part of their service history.
Additional requirements
Natural History Museum
The prop master has a cosmetic maintenance job scheduled for tomorrow at the Natural History Museum. This is their first maintenance job for two dinosaurs on lease - a diplodocus and a carnosaur. The CEO asks you to ensure that the prop master completes the new dental check-up for both dinosaurs during the visit.
Large parts of the museum do NOT have mobile data reception, nor Wi-Fi.
Offline requirements
The engineer uses offline first to monitor both work order assigned to themselves and to their intern. No custom offline profiles have been created.
Neither the prop master nor the intern have used the Field Service app offline before. The CEO requires that they only see their own work orders.
Configuration
The CEO wants the Species value to appear as the sub-title when selecting a primary asset on the work order main form.
You need to configure a push notification for the engineer to indicate that the intern is waiting for their feedback.
Automation
The intern has just begun completing work orders on their own. Once they have completed all items and performed their inspection, they need to wait for the engineer to review their work before they can mark the job as "Completed." This give the engineer an opportunity to assess whether something additional might be required.
New programming: dance firmware update
The robotics engineer has been working on a passion project - developing a program to allow a dinosaur to perform a high-energy dance routine.
When the engineer demonstrated the results on a newly finished Baryonyx sculpture during a staff meeting, the CEO was certain that some of their existing customers would want to commission a firmware update to their dinosaurs to allow the dance program to be installed as a special service.
New sales package
The CEO names the new programming the "Dino dance" package, a new category of work which requires a new price list.
The CEO will call customers and explain the new package to them. If customers are interested, the CEO wants to create an opportunity which can be converted into a work order.
Drag and Drop Question
You need to ensure the prop master can use their mobile app when visiting the Natural History Museum.
Which five actions should you perform in sequence? To answer, move the five appropriate actions from the list of actions to the answer area. Arrange the five appropriate actions in the correct order.
Answer:
Explanation:
NEW QUESTION # 126
You are implementing Microsoft Dynamics 365 Field Service.
Your organization is using the Dynamics 365 Field Service mobile app as a standalone application. There are no integrations planned for the first year. You realize all the products in the Main Warehouse have product inventory records, however, the quantity On Hand for all are set to
0.
You need to update the quantity on hand of all the products within the Main Warehouse?
What should you do?
Answer: D
NEW QUESTION # 127
You are a Dynamics 365 for Field Service Dispatcher.
You need to use the schedule board to find resources for a work order. The work order can be completed by any resource who has the correct piece of equipment and who is available at 9:00 A.M during a selected week.
Which four steps must you take, in sequence, to successfully implement this capability within the schedule board? 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 # 128
Your customer wants to enable their Microsoft Dynamics 365 Field Service mobile app for offline use.
You need to configure the mobile app for technicians, including custom entity offline usage.
What are the first four steps you should perform in sequence? To answer, move the appropriate actions from the list of steps to the answer area and arrange them in the correct order.
Answer:
Explanation:
Explanation:
NEW QUESTION # 129
You are responsible for setting up Dynamics 365 Field Service for proper billing and servicing.
Your client needs to understand the difference between billing accounts and service accounts for their multi-company organization.
Match the account type to the applicable scenario. To answer, drag the appropriate account type from the column on the left to the applicable scenario on the right. Each account type may be used once, more than once, or not at all.
NOTE: Each correct match is worth one point.
Answer:
Explanation:
NEW QUESTION # 130
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