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| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Manage the Field Service mobile app | 5–10% | - Install, configure, and deploy mobile app - Manage mobile user access, security, and synchronization - Customize mobile forms, views, and offline capabilities |
| Topic 2: Implement Microsoft Power Platform | 5–10% | - Configure and use connected field service and IoT features - Extend functionality with customizations and solutions - Integrate with Power Apps, Power Automate, and Power BI |
| Topic 3: Configure field service applications | 20–25% | - Configure resources, resource types, and resource roles - Configure service agreements, booking rules, and settings - Configure incident types, service tasks, and products - Configure core settings and administration areas |
| Topic 4: Manage inventory and purchasing | 5–10% | - Manage purchasing, purchase orders, and vendor returns - Process inventory transactions: receive, transfer, adjust, and consume - Configure inventory settings, warehouses, and product catalog |
| Topic 5: Schedule and dispatch work orders | 15–20% | - Manage bookings, resource availability, and conflicts - Configure and use resource scheduling optimization (RSO) - Configure scheduling parameters, booking statuses, and requirements - Use schedule board, schedule assistant, and resource optimization |
| Topic 6: Manage work orders and customer assets | 25–30% | - Create and manage work orders, work order types, and statuses - Process work order lifecycle: creation, assignment, completion, and closure - Manage work order products, services, and skills requirements - Manage customer assets, asset hierarchies, and service history |
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질문 # 143
Contoso wants to provide special customer pricing, to one of their customers, for two years. All work order products and services will be 10% off.
What should they implement?
정답：B
질문 # 144
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.
During User Acceptance Testing, technicians receive the message "Contact your administrator for access to your organization's mobile apps." As the functional consultant, what should you do to correct the error?
정답：C
질문 # 145
Hotspot Question
Your customer is a national auto repair center that provides services for vehicles. They are currently using Dynamics 365 Field Service for scheduling all of their services in each of their shops.
Each shop is set up as an Organizational Unit and resources are aligned to those shops accordingly.
You need to set up a universal Requirement Group Template for scheduling oil changes that will require both a service technician and a bay in the shop.
Which settings do you need to configure in the Requirement Group Template to ensure that this can be used by each shop respectively? To answer, select the appropriate fields in the answer area.
NOTE: Each correct selection is worth one point.
정답：
설명：
질문 # 146
Your company has a requirement to use the out-of-the-box Resource types to categorize Active Bookable Resource types. The company wants to ensure easy Dynamics 365 upgrades as needed.
You need to ensure that you only use the appropriate Resource types.
Which types are available for your use? To answer, drag each description on the left to the appropriate column on the right. Each description may be used once, more than once, or not at all. You may need to drag the split bar between panes or scroll to view the content.
NOTE: Each correct selection is worth one point.
정답：
설명：
Explanation:
질문 # 147
You are configuring Microsoft Dynamics 365 for a hotel chain.
The hotel managers want to make traveler reservations by first checking for specific date range availability, and then assigning the traveler to a specific room when they arrive. Furthermore, hotel managers want to overbook the hotel to account for expected cancellations.
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.
정답：
설명：
Explanation:
질문 # 148
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IT인증자격증은 여느때보다 강렬한 경쟁율을 보이고 있습니다. Microsoft 인증MB-240시험을 통과하시면 취직 혹은 승진이나 연봉협상에 많은 도움이 되어드릴수 있습니다. Microsoft 인증MB-240시험이 어려워서 통과할 자신이 없다구요? Itexamdump덤프만 있으면 이런 고민은 이제 그만 하지않으셔도 됩니다. Itexamdump에서 출시한 Microsoft 인증MB-240덤프는 시장에서 가장 최신버전입니다.
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