MB-240: Microsoft Dynamics 365 Field Service

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Summary

  • intermediate
  • dynamics-365
  • dynamics
  • dynamics-field-service
  • Candidates for this exam are Microsoft Dynamics 365 Customer Engagement functional consultants with Field Service expertise. Candidates are responsible for implementing solutions that manage resources that complete the field service lifecycle.Candidates implement the field service processes designed in collaboration with internal and external teams. This collaboration includes configuring the default administration areas of the Field Service application, deploying the Connected Field Service (IoT) solution and the mobile application, and implementing any additional needed customizations. Candidates are responsible for the configuration and deployment of the Field Service application in conjunction with the core customer service application.Candidates must have knowledge of how to configure and customize components of the Field Service application, including configuring services, resources, characteristics, incidents, inventory integration, service agreements, resource scheduling, work orders, service tasks, field service user roles, field service settings, the Connected Field Service (IoT) solution, and configuration of the Field Service Mobile app.

Learning paths

4 hr 14 min
Important Dynamics 365 licensing is changing. Microsoft Learn content may reflect either the updated branding or earlier branding during our period of transition. For more information about these licensing changes, see Dynamics 365 Licensing Update. Field service companies often realize they need help as they discover that workflow inefficiencies are preventing growth and limiting revenue. Taking the right steps to configure Dynamics 365 Field Service will save you time during your implementation.

Modules in this learning path

  • Configure Microsoft Dynamics 365 Field Service
    8 Units
    1 hr 10 min

    Important
    Dynamics 365 licensing is changing. Microsoft Learn content may reflect either the updated branding or earlier branding during our period of transition. For more information about these licensing changes, see Dynamics 365 Licensing Update.

    One of the main advantages to Dynamics 365 Field Service is the ability to configure it based on your organization needs. This might include Identifying key configuration considerations, defining products and services, and other related factors and the defining the necessary Work Order Types, sub-statuses, service territories, and account configuration that will support the desired Functionality.

  • Work order management, agreements, inventory, and purchasing in Microsoft Dynamics 365 Field Service
    8 Units
    1 hr 10 min

    Important
    Dynamics 365 licensing is changing. Microsoft Learn content may reflect either the updated branding or earlier branding during our period of transition. For more information about these licensing changes, see Dynamics 365 Licensing Update.

    Leverage agreements to assist in creating Work Orders on a predefined schedule such as in preventative maintenance scenarios. Additionally, by leveraging inventory, they can more effectively manage inventory levels at warehouses and ensure that technicians have what they need to deliver services to their customer while in the field. Dynamics 365 has several foundational elements that can be configured to better tailor a Field Service implementation to meet the desired needs of an organization.

  • Get started with Microsoft Dynamics 365 Field Service Mobile
    8 Units
    1 hr 12 min

    Important
    Dynamics 365 licensing is changing. Microsoft Learn content may reflect either the updated branding or earlier branding during our period of transition. For more information about these licensing changes, see Dynamics 365 Licensing Update.

    Deploying field service mobile consists of identifying the features needed, installing the mobile application, and creating mobile projects. You’ll also publish mobile projects, and customize mobile projects in this module.

  • Deliver a customized mobile experience in Microsoft Dynamics 365 for Field Service
    7 Units
    42 min

    Important
    Dynamics 365 licensing is changing. Microsoft Learn content may reflect either the updated branding or earlier branding during our period of transition. For more information about these licensing changes, see Dynamics 365 Licensing Update.

    The Field Service mobile application provides the flexibility to customize the application based on needs of an organization. Customers may what things like color coded views, interactive views to simplify data intake, bar code scanning, or even the ability to automate specific functionality with scripting. These asks can be easily delivered with some additional customizations.

7 hr 46 min
Schedule anything to the right resource for any job or task with ease. Universal Resource Scheduling (URS) is a Dynamics 365 for Customer Engagement solution that allows organizations from different industries with different scenarios.

Modules in this learning path

  • Configure bookable resources in Microsoft Dynamics 365 for Field Service
    8 Units
    1 hr 4 min

    Important
    Dynamics 365 licensing is changing. Microsoft Learn content may reflect either the updated branding or earlier branding during our period of transition. For more information about these licensing changes, see Dynamics 365 Licensing Update.

    This module will focus on how bookable resources are used in universal resource scheduling. Configuring resources, working with bookable resources, setup of supporting components such as characteristics and roles, and working with facilities, crews, and resource pools is also covered.

  • Manage scheduling options in Dynamics 365 for Field Service
    7 Units
    1 hr 10 min

    Important
    Dynamics 365 licensing is changing. Microsoft Learn content may reflect either the updated branding or earlier branding during our period of transition. For more information about these licensing changes, see Dynamics 365 Licensing Update.

    Dispatchers and schedulers need to easily identify and schedule resources to work on jobs. They should be able to identify which scheduling method will best be used based on the scenario that they are trying to schedule. When scenarios arise that require assistance, dispatchers can leverage the schedule assistant to provide recommendations based on requirements that are defined for the job. Many times, items that are scheduled will need to be rescheduled or assigned to a different resource. With Dynamics 365s schedule board dispatchers can easily identify which items need to be rescheduled and either reschedule them or rebook them to a completely different resource.

  • Customize the schedule board in Microsoft Dynamics 365 for Field Service
    7 Units
    1 hr 0 min

    Important
    Dynamics 365 licensing is changing. Microsoft Learn content may reflect either the updated branding or earlier branding during our period of transition. For more information about these licensing changes, see Dynamics 365 Licensing Update.

    Tailoring the schedule board for easier scheduling is made possible with multiple schedule boards, views, and schedule board options. We’ll look at how we configure the filters, queries, and entities for use with the schedule board.

  • Deploying Resource Scheduling Optimization
    8 Units
    2 hr 6 min

    Important
    Dynamics 365 licensing is changing. Microsoft Learn content may reflect either the updated branding or earlier branding during our period of transition. For more information about these licensing changes, see Dynamics 365 Licensing Update.

    Learn how to setup and deploy Resource Scheduling Optimization in this module. Topics include configuration options, defining optimization goals and scope as well as optimizing schedules.

  • Use Resource Scheduling Optimization for Dynamics 365 Field Service
    7 Units
    1 hr 21 min

    Important
    Dynamics 365 licensing is changing. Microsoft Learn content may reflect either the updated branding or earlier branding during our period of transition. For more information about these licensing changes, see Dynamics 365 Licensing Update.

    This module explains how to work with the schedule board, booking conflicts, and use single resource optimization, and then provides some basic troubleshooting steps.

  • Schedule crews, facilities, and resource pooling in Microsoft Dynamics 365 for Field Service
    8 Units
    1 hr 5 min

    Important
    Dynamics 365 licensing is changing. Microsoft Learn content may reflect either the updated branding or earlier branding during our period of transition. For more information about these licensing changes, see Dynamics 365 Licensing Update.

    Handle more advanced scheduling options that might involve multiple resources, or specific facilities. Use resource pooling to provide place holders for scheduling groups of resources. Schedule crews to work on specific items. Schedule specific facilities that might be used to help deliver a specific service.

Additional courses

The learning paths above prepare you for the knowledge and skills needed to pass the exam and become certified. Enrolling in this track also enrolls you in the Microsoft Official Classroom course below. You can use this course as an extra reference to prepare for the exam.

Configuring Dynamics 365 for Field Service

Summary

Length
1 day
Level
Intermediate
Language
English

About this course

Dynamics 365 for Field Service helps organizations better position themselves in the market by providing a variety of tools that assist in identifying and scheduling resources and managing workloads for mobile workers. This course will equip students with the skills necessary to identify and configure the key components that are used to deliver Field Service and mobile solutions. Key topics include identifying the organizational considerations that will drive configuration decisions and common configuration aspects.
This course helps students better understand the bigger picture and end goals focused around implementations that aid in designing more efficient solutions that align with customer and organizational goals.

What you’ll learn

  • Identify the key components involved in Field Service Implementations.
  • Define the products and services that will be delivered to customers.
  • Determine which pricing options to use in specific scenarios.
  • Determine which resources are required.
  • Configure the system to support resource needs.
  • Define commonly reported issues and template them for easier consumption.

Prerequisites

  • Basic understanding of Dynamics 365 features, functionality, and navigation.
Work order and delivery execution for Dynamics 365 for Field Service

Summary

Length
1 day
Level
Intermediate
Language
English

About this course

Many organizations rely on mobile work forces to deliver their products and services to their customers. Dynamics 365 for Field Service helps organizations better position themselves in the market by providing a variety of tools that assist in efficiently identifying and scheduling resources as well as assisting in managing workloads for mobile workers.

This course will equip students with the skills necessary to execute, identify and configure the key components that are used to deliver Field Service and mobile solutions. Key topics include identifying what a typical work order lifecycle looks like as well as the organizational considerations that will drive configuration decisions. Additionally, this course will focus on components that are commonly used in relation to work orders including agreements, inventory components, purchasing, and mobility strategies.

This course helps students better understand the bigger picture and end goals focused around work order delivery and execution that aid in designing more efficient solutions that align with customer and organizational goals.

What you’ll learn

  • Identify the key areas involved in a work order lifecycle.
  • Generate agreements that can be used to automatically create work orders.
  • Leverage the inventory management capabilities of Dynamics 365 for Field Service.
  • Create and work Purchase Orders through their lifecycle.
  • Deploy and Configure the Field Service Mobile Application.

Prerequisites

  • Basic understanding of Dynamics 365 features, functionality, and navigation.
Universal Resource Scheduling for Dynamics 365 for Field Service

Summary

Length
1 day
Level
Intermediate
Language
English

About this course

Any organization that requires resources to execute services needs to efficiently be able to identify and schedule based on requirements defined by organizational needs. Dynamics 365’s Universal Resource Scheduling solution enables organizations more effectively manage and schedule these resources by providing a configurable toolset.

This course will equip students with the skills necessary to configure and consume the tools available to more efficiently manage organizational resources. Key topics include identifying where to begin and as well as the organizational considerations that will drive resource scheduling decisions. A primary focus will be on how to best leverage the tools that are available to locate and schedule resources such as using the schedule board and the schedule assistant. Additionally, we will examine customization scenarios such as enabling items for scheduling, defining schedule board options, working with multiple schedule boards, and extending the core scheduling functionality.

This course helps students better understand what is important to organizations when scheduling resources and focuses on implementation considerations that aid in designing more efficient solutions that align with customer and organizational goals.

What you’ll learn

  • Identify the core components used to schedule items.
  • Configure the application to best leverage the scheduling features.
  • Leverage scheduling features to locate and schedule resources for work.
  • Tailor the application to best represent organizational needs.
  • Develop solutions that can be used to schedule single or multiple resources.
  • Identify the extension options available as part of Universal Resource Scheduling.

Prerequisites

  • Basic understanding of Dynamics 365 features, functionality, and navigation.