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| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Manage work orders and customer assets | 25–30% | - Create and manage work orders, work order types, and statuses - Manage customer assets, asset hierarchies, and service history - Process work order lifecycle: creation, assignment, completion, and closure - Manage work order products, services, and skills requirements |
| Topic 2: 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 |
| Topic 3: Schedule and dispatch work orders | 15–20% | - Configure and use resource scheduling optimization (RSO) - Manage bookings, resource availability, and conflicts - Use schedule board, schedule assistant, and resource optimization - Configure scheduling parameters, booking statuses, and requirements |
| Topic 4: 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 5: Configure field service applications | 20–25% | - Configure core settings and administration areas - Configure resources, resource types, and resource roles - Configure service agreements, booking rules, and settings - Configure incident types, service tasks, and products |
| Topic 6: Manage inventory and purchasing | 5–10% | - Process inventory transactions: receive, transfer, adjust, and consume - Configure inventory settings, warehouses, and product catalog - Manage purchasing, purchase orders, and vendor returns |
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NEW QUESTION # 181
You are managing a Microsoft Dynamics 365 Field Service implementation with model-driven apps for each workstream. Users are reporting that they see all workstream model-driven apps when they log into Dynamics
365, even though only a single workstream is relevant to their work.
You need to configure the model-driven apps to ensure users can only see the single model-driven app relevant to their work.
What should you do?
Answer: D
NEW QUESTION # 182
You are implementing Dynamics 365 Field Service for a manufacturing company. You need to set up preventive maintenance schedules for the assets they service.
In addition to creating an agreement booking setup, what else must you set up in order to associate the asset to the agreement?
Answer: A
NEW QUESTION # 183
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 # 184
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,B,D
NEW QUESTION # 185
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 # 186
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