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| Section | Weight | Objectives |
|---|---|---|
| Schedule and dispatch work orders | 15–20% | - Configure and use resource scheduling optimization (RSO) - Configure scheduling parameters, booking statuses, and requirements - Manage bookings, resource availability, and conflicts - Use schedule board, schedule assistant, and resource optimization |
| Configure field service applications | 20–25% | - Configure resources, resource types, and resource roles - Configure core settings and administration areas - Configure incident types, service tasks, and products - 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 work orders and customer assets | 25–30% | - Manage work order products, services, and skills requirements - Manage customer assets, asset hierarchies, and service history - Create and manage work orders, work order types, and statuses - Process work order lifecycle: creation, assignment, completion, and closure |
| Manage inventory and purchasing | 5–10% | - Process inventory transactions: receive, transfer, adjust, and consume - Manage purchasing, purchase orders, and vendor returns - Configure inventory settings, warehouses, and product catalog |
| Manage the Field Service mobile app | 5–10% | - Manage mobile user access, security, and synchronization - Customize mobile forms, views, and offline capabilities - Install, configure, and deploy mobile app |
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NEW QUESTION # 164
You are implementing Dynamics 365 for Field Service.Your customer needs to understand how they can schedule the closest possible resource to a work order. Therequirement further specifies it could be start of day from the company's siteor during the middle of the dayfrom an existing work order.
You need to provide them with the settings they need to properly configure so the closest resource is foundwhen using the schedule assistant.
What should you suggest?
Answer: D
NEW QUESTION # 165
You are working on a Microsoft Dynamics 365 Field Service project.
The Field Service director wants to give the field technicians more detailed visual asset information in the field to reduce reliance on the internal help desk. The budget is limited and the director does not want to burden the technician with extra steps.
What should you suggest?
Answer: B
NEW QUESTION # 166
You have started work at a surgical center which users Dynamics 365 Field Service to Schedule miner out-patient procedures.
A teammate created a requirement group template for a skin-tag removal procedure, configured as follows:
You create a requirement group using this template.
You need to evaluate what will occur when you attempt to book the requirement group.
Which scenario is valid?
Answer: D
NEW QUESTION # 167
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 need to set up the system to manage Installation work orders so all dispatchers have visibility to installations jobs and resources in their respective regions in Brazil.
Which three steps must you take? Each correct answer presents part of the solution.
NOTE: Each correct selection is worth one point.
Answer: A,C,F
NEW QUESTION # 168
You are entering products and services into Dynamics 365 CE Field Services.
You need to ensure that your field technicians can use the products when completing work orders.
Which two field service product types should you configure to allow your technicians to add work order products? Each correct answer presents a complete solution.
Answer: B,C
Explanation:
Explanation
https://docs.microsoft.com/en-us/dynamics365/field-service/configure-set-up-customer-assets Only products where Field Service Product Type is set to Inventory or Non-inventory can be added to work orders. Only those products can be automatically converted to customer assets. However, when manually creating a customer asset, you can add all products.
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 # 169
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