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| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Manage Inventory and Procurement (15-20%) | 15-20% | - Handle inventory adjustments and transfers - Manage inventory levels and stock locations - Configure product inventory and item associations - Configure warehouse and inventory settings - Process purchase orders and returns |
| Topic 2: Manage Field Service Mobile Application (10-15%) | 10-15% | - Manage mobile forms and workflows - Handle offline capabilities and synchronization - Configure resource and technician mobile experiences - Configure Field Service Mobile app settings |
| Topic 3: Manage Work Orders (20-25%) | 20-25% | - Handle work order incidents and resolutions - Create and manage work orders - Configure work order lifecycle and statuses - Manage work order products, services, and notes - Manage work order reporting and analytics - Process work order inspections and recommendations |
| Topic 4: Scheduling and Dispatch (20-25%) | 20-25% | - Schedule work orders using various methods - Optimize schedules using resource scheduling optimization - Manage scheduling options and requirements - Configure schedule board and board features - Configure map view and route optimization - Handle scheduling conflicts and rescheduling |
| Topic 5: Configure Field Service (20-25%) | 20-25% | - Configure work order types and incident types - Set up and configure customer assets - Set up and configure resource characteristics and skills - Configure Field Service organizations and structures - Configure pricing, billing, and cost entities - Configure scheduling configurations and booking setup - Implement security roles and field service settings |
| Topic 6: Manage Asset and Connected Field Service (5-10%) | 5-10% | - Process IoT alerts and work order creation - Configure IoT integrations and alerts - Implement connected field service scenarios - Manage asset IoT connections and monitoring |
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NEW QUESTION # 58
You are a Dynamics 365 for Field Service Administrator. You configure Route Scheduling Optimization (RSO) and publish the schedule.
One of your schedulers indicates two of their resources are not getting work orders assigned.
You need to determine reasons why the two resources are not assigned work orders through RSO.
Which three options should you choose? Each correct answer presents a complete solution.
Answer: A,C,D
Explanation:
https://docs.microsoft.com/en-us/dynamics365/field-service/rso-configuration#settings-to-prepare- data-for-optimization
NEW QUESTION # 59
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:
1 - Create a requirement group template.
2 - Associate an incident thype to the requirement group template.
3 - Add the incident type to a work order.
4 - Book the work order.
NEW QUESTION # 60
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.
Drag and Drop Question
You are the lead consultant on a Dynamics 365 Field Service implementation for Contoso Compressor.
One of your assignments is to define a Requirements View to show Installation Work Orders for India Territories on the Schedule Board.
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.
Answer:
Explanation:
NEW QUESTION # 61
You are a Dynamics 365 Field Service Administrator Your organization wants to use Incident Types with Work Orders.
You need to create and configure Incident Types based on the provided scenarios.
Which Incident Type feature should you use with each scenario? To answer, drag the appropriate Incident Type feature to the appropriate scenario. Each feature 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.
Answer:
Explanation:
Explanation:
NEW QUESTION # 62
Dispatchers and technicians in Dynamics 365 Field Service want to be able to automatically update work order statuses.
You need to configure the feature to allow the update of a work order based on resource location.
Which feature should you enable?
Answer: C
NEW QUESTION # 63
......
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