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The MB-240 Exam is a comprehensive test that covers a broad range of topics related to the field service functional consultant role. MB-240 exam is divided into several sections that evaluate the candidate's knowledge of various aspects of Dynamics 365 field service. MB-240 exam measures the candidate's ability to configure and manage the field service application, including components such as service scheduling, resource management, work order management, inventory management, and billing management. Candidates must also demonstrate their knowledge of how to implement field service functionalities in Dynamics 365.
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NEW QUESTION # 19
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,D
NEW QUESTION # 20
You are working for a heating, ventilation, and air conditioning (HVAC) service organization.
The field technicians in your organization are working in the Microsoft Dynamics 365 Field Service mobile app. The technicians report that they are able to access customer assets, but unable to access functional location and customer asset hierarchy in offline mode.
You need to ensure technicians can view the functional location and customer asset hierarchy in their mobile app.
What should you do?
Answer: C
NEW QUESTION # 21
Drag and Drop Question
You are the lead consultant on a Dynamics 365 Field Service implementation. Your customer wants the system to be set up for inspections.
You need to implement an inspection lifecycle as it relates to a work order.
In working with your customer, 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 actions in the correct order.
Answer:
Explanation:
NEW QUESTION # 22
Case Study 4 - Contoso Ltd
Company background. General overview
Contoso Ltd. is a leading provider of technology services, with clients all around the world.
Contoso Ltd. has over 1,000 offices globally and over 10,000 employees servicing those buildings, from janitorial service people, repair technicians and new project (office setup, painting, furniture) setup resources. Each day, they dispatch these resources to work on and/or repair items in the cluster of buildings within their geographical area.
The major offices are located in North America, Asia Pacific, Europe, and Latin America.
Company background. Concerns
Contoso Ltd. has several key challenges and issues in managing their day-to-day operations and facilities.
Many of their facilities have issues spanning five-to-ten days, before the proper personnel begins to work on the request. In some cases, issues within their facilities cause significant issues for the employees in the building or cause disruptions to customers. For example: An air conditioning issue causes servers to reach a critical temperature. It forces servers to shut down, and Contoso Ltd. must employ their emergency disruption plans.
Additional concerns:
1. Many different and siloed systems to manage requests, and track history and progress.
2. No concise and definitive processes to log, manage and complete requests throughout the organization.
3. No tools and technology to make technicians more effective.
4. Lack of ease for internal customers to log a request for work, provide updates and track progress.
5. The inability to monitor equipment performance and check for anomalies, and then interpret and act upon the data.
6. Lack of insight of historical details for the technicians and building management.
7. Field technicians experience issues trying to work in areas that do not have internet connectivity. Most of the requests are details within an email. As a result, they always carry paper copies of all the requests.
8. The current system lacks the ability to capture real-time data for system critical components, such as air conditioning and heating units, and energy consumption details.
9. Technicians in the field do not have standard devices. Some have iPhones and Android devices, while some use Windows-based laptops, such as the Surface Pro 7.
Field Service background and pain points
Field Service background and pain points. Scheduling and work orders challenges During several discovery sessions, key users (subject matter experts) mentioned the following areas of operation pain points.
Scheduling and work orders
- Outlook and Excel is used to schedule technicians.
- Technicians receive email appointments with the applicable details, and self-schedule work based on their availability.
- Technicians and contractors work primarily in email, and print out the work order details from the email. This has turned into a large amount of paper work orders with cryptic email notes.
- There is zero reporting or insight, and in-house technicians cannot monitor critical equipment to ensure it is working as expected.
- Since the equipment is not monitored, often the breakdown of equipment is what leads to recognition of a potential issue and the scheduling of a work request.
The implementation team recognized, during the initial implementation, that technicians need access to several custom entities. Without that visibility, the technicians will not be able to complete their work.
Field Service background and pain points. Visibility challenges
Technicians and dispatchers have either limited or zero visibility to:
- Install-base history.
- Real-time readings of equipment.
- Customer Information including detailed request information.
- Customer updates.
- Correct equipment they should be working on. Cannot search or see serial number or barcode of equipment.
There is also no ability to work offline with the data.
Field Service background and pain points. Challenges associated with the team IT staff:
- Are inexperienced when it comes to implementing and managing software implementations, and the ongoing maintenance. They quickly find themselves experiencing issues implementing changes required by the users.
- Struggle with the concept of connected field service. They do not understand the different options, benefits, or the security model.
- Need a solution that can store device data for longer time periods to perform data analysis to better predict device failures.
Technicians:
- Have issues gaining access to the mobile app and receive error messages when trying to connect.
- Cannot access the data offline.
Managers:
- Need mobile access.
- Need access to historical data.
- Need access to a broader and larger amount of data than the technicians.
Field Service background and pain points. Asset management data challenges As a large global company, Contoso Ltd.'s lack of consolidated systems, and systems that track and maintain asset history, has become a significant issue for technicians.
In addition, technicians are constantly being forced to leave in-progress low priority jobs to handle emergency issues. If Contoso Ltd. had the ability to determine when a system would experience a failure, and alert them ahead of time, many of the emergency issues could have been avoided.
This capability needs to be in the new system.
Desired solution and requirements
Desired solution and requirements. Overall Field Service requirements
During requirement gathering workshops, the following high-level Field Service requirements were captured:
- Standardize systems onto a single platform.
- Provide an effective tool for employees and third-party contractors to digitally manage work.
- Streamline the service request process; automating processes where possible.
- Implement Dynamics 365 Field Service Mobile app, along with Connected Field Service capabilities.
* Connected Field Service solution needs to allow for development capabilities, such as sending remote commands.
- Implement scheduling to ensure successful adoption.
- Provide insight and analytics to key personnel.
- Receive automated prescriptive guidance.
Further, there is a need to secure data and access for technicians and management to see only the data they need to see.
Desired solution and requirements. Install-base requirements
1. Access to all service history and historical readings.
2. Access to warranty and service contract details.
3. Proactive monitoring of the install base health, including alerts to the internal call center team.
4. Details of the customer asset, including BOM (bill of material) and various key properties that are maintained over time.
Desired solution and requirements. Connected Field Service requirements
1. Configure and setup Connected Field Service.
2. Implement a solution that will capture large amounts of data to accurately predict failures.
3. The solution should allow for additional developer capabilities.
4. Allow Field Administrators and administrators access to Connected Field Service data.
5. Anomaly detection and auto work order creation.
Contoso Ltd.'s technicians are not receiving mobile notifications.
What is a possible cause?
Answer: D
NEW QUESTION # 23
Which work order status value indicates that a technician's work is ready for review and approval?
Answer: B
NEW QUESTION # 24
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