Microsoft MB-240 Dumps (V13.02) Help You Boost Your Chances of Passing: Read MB-240 Free Dumps (Part 1, Q1-Q40) and Start Your Preparation

1. Topic 1, Contoso Case study

General Overview

Contoso is a large international manufacturing company that has offices around the world with service and scheduling departments in each office. In addition. Contoso has sates reps throughout the world.

Contoso has main offices in North America. Europe and Asia, with global headquarters based in Redmond, Washington, USA. Each of the regional offices has their own sales and service teams. The regional HQ locations also include sales and services leaders and executive management. Global HQ houses company executives for various departments, including sales and service.

Office hours are from 8:00 am to 6:00 pm. every day of the week except holidays, which have no work hours. This applies to all offices, using their local time zone. Third-party contractors handle work outside of normal work hours at a higher rate Field Service staff Contoso's service technicians around the world will be a combination of internal employees and third-party contractors.

• Pay type is Straight for regular work hours, and Overtime for work on holidays and after hours.

• All technicians have the capacity of handling just one job at a time, while supervisors can handle 2 jobs at a time.

Contoso's internal field service employees:

• Begin and end their workday at their home of record.

• Have a default office location / regional office.

• Are assigned to multiple territories.

All third-party contractors:

• Begin and end their workdays at their office location.

• Have a default office location / regional office.

• Are assigned to only one territory.

Dispatchers:

• Work at the Main office for their region

• Assigned to all territories in the region.

• Have privileges to customize their Schedule Boards.

All field service technicians will utilize the Field Service mobile app.

• Contoso employees will have full field service licenses, while third-party contractors will not.

• Field Service technicians will not have access to Leads. Opportunities or other sales-specific data.

• Dispatchers can see all data for their region, though they will mostly be scheduling for only one territory.

Contoso has several classes to distinguish the capability and training level of its field technicians. All work order bookings need to respect these classes and book resources accordingly.

Org structure setup

Contoso currently uses Dynamics 365 Customer Engagement for leads, opportunities, quotes and orders. There are currently 200 sales users in North America. 500 in Europe and 400 in the Asia-Pacific region.

The Contoso physical environment is structured in the following manner, with the roles noted.

Field Service structure

Contosos field service technicians respond to all installation work orders with two human resources:

• One licensed technician (Level 3). and...

• One apprentice technician. Apprentices can be either Level 1 (new trainee) or Level 2 (halfway through training).

In many cases installation work also requires the use of specialty tools, depending on what is being installed. The current system does not have any way to track the level of skill for each resource, nor the uses for the specialty tools. This is handled as "tribal knowledge."

Preventative maintenance work orders can be handled by one resource if they are a Level 2. If the resource is a Level 1. they must be accompanied by a Level 3 resource, and vice versa.

All field service technicians are required to complete OSHA training annually. In their first year of apprenticeship they must complete the full 40-hour course. In the next 2 years they must complete the 8-hour refresher course. This cycle repeats every 3 years for the duration of their employment. In the current system, when a technician has finished with a work order, they turn in the paper copy with their notes to the dispatcher. The dispatcher then gives that information to a back-office employee, who will check the work order to ensure accuracy before creating an invoice. Contoso wishes to automate this exact process in the new system.

Customer base

About half of Contoso's customer base includes Not For Profit service organizations. The implications for billing are complex, so it's important that Tax Exempt Status be noted for all Accounts and flow through to all Work Orders. NFP Customers who are associated with government entities will pay for travel time; other customers will not. This information should flow from the Billing Account to all associated Service Accounts.

Most Contoso customers sign agreements for Preventative Maintenance. Contoso uses templates and incidents to ensure services standards are the same across all regions. Preventative Maintenance agreements include monthly inspection and quarterly cleaning and inspection, with billing occurring quarterly.

Remaining consistent

Contoso plans to keep the current data structure and extend it to the new Field Service functionality. Field Service users will fall under the same organizational structure currently implemented for the sales staff.

• Field service technicians will only be able to see their assigned work orders and bookings.

• Dispatchers will be able to see all work orders and bookings for the region-

Planned changes

Contoso plans to implement Dynamics 365 Field Service with mobile access. They will be using incidents, work orders, bookings and invoicing.

The following requirements were gathered during analysis:

1. Work Orders and Scheduling.

o Automated and suggestion-based scheduling.

o Scheduling based on required technician skills and number of technicians needed.

o Schedule resources based on location, minimizing travel time when possible.

o Technicians must be onsite within 3 hours of an emergency Work Order being assigned to them.

o The travel time should automatically update upon changing a booking.

2. Agreements

o Setup and create work orders, bookings and invoices for preventative maintenance with work orders automatically created 14 days before PM is due. o EscaJation of Work Orders based upon agreed customer commitment. o Ability to designate clients as Preferred, with special pricing.

3. Products and Services

o Warehousing and inventory management processes will be implemented, including tracking products moved onto trucks for installation at customer sites.

o Implement a parts return process that includes having a technician uninstall the part to be returned.

o Multiple price lists will be used, divided into Gold, Silver and Bronze levels, based on the spending level of each customer.

o Internal teams need the capability to associate a 3D image to a Customer Asset record. o Products added to a work order should be set to Allocated.

4. Resources

o Implement Company Holidays for North American regions, o Implement Paid Time Off for all regions.

o Specialty equipment will be scheduled on work orders as needed. o Training and skill levels will be noted as appropriate for resources. 5. System

o Geocoding will be activated throughout the system.

o Territories will be used for Accounts, Resources and Work Orders. Technical requirements

Contoso identified the following technical requirements:

1. Invoking

o Auto creation of invoices upon work completion.

o The system must track the price of resources based on holidays and after-hours scenarios at a rate of one and a half times the no*mal billing rate.

o Travel time is billable for all field service technicians, pay type Travel, which should be noted on all Service Accounts.

2. Resources

o Contractor technicians require access to work order and customer details once assigned to a booking.

o Dispatchers need a schedule board for their region(s).

3. Products and Services

o All parts that are removed from a customer's equipment must be returned to the Main warehouse. o Products to be marked as Assets will be configured accordingly.

o All products that will become Assets require instalation by a technician. o All products are received into the Main warehouse.

4. Work Orders

o The ability to have templates for work orders; The templates will provide guidance for technicians along with recommended products and default services.

o Once a work order is posted it should no longer show on views.

o Contoso will use the "out of the box" work order statuses to begin, though they may be changed in later phases of the project.

5. Scheduling

o Once a work order is scheduled, do not change the time.

o Work Orders scheduled to technician(s) who do not have the desired skill set and level should show a warning.

6. Security and access

o Safeguards must be in place for the data on the Field Service Mobile App if a technician loses his mobile phone or tablet device, o The Field Service Administrator needs the ability to update the defaults for the schedule assistant.

7. Accounts

o Any Service Accounts that do not have a Billing Account noted should show a warning, o Any Billing Accounts that do not have a Price List noted should show a warning.

Contoso has asked that you create several work order types to meet their Requirements and Planned Changes.

Of the many work order types requested, which three should you create? Each correct answer presents a complete solution. NOTE: Each correct selection is worth one point.

2. DRAG DROP

When Contoso installs chillers for customers, they are expected to follow the same procedure for each install.

You need to configure the functionality necessary to automatically add all the tasks and resources needed to a work order when the work order type is Chiller Installation. You must follow the established Contoso guidelines for installation requirements, as outlined in the Case Study, and create the most efficient process possible.

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.

3. DRAG DROP

A dispatcher in Indianapolis. Indiana receives an emergency service call on July 4 and assigns the booking to a third-party contractor, attaching the emergency SLA. The contractor receives notification of the work order and travels from his home to the job site, arriving 3.5 hours after the work was assigned.

The contractor works for 2 hours, installing 2 new identical chillers, which need to be added to the customer's annual maintenance agreement. The contractor fills in product usage and notes, gets the client's signature, and then changes the booking status to Completed

A back office employee needs to look at the work order to ensure accuracy, then change the status to Posted.

When performing a quality check, what will the back office employee expect to see as a result of this service call? To answer, drag the appropriate record type to the correct statement. Each record type 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 content. NOTE: Each correct match is worth one point.

4. DRAG DROP

You need to create a Preventative Maintenance Agreement that meets Contoso standards and requirements.

Which five 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.

5. Dispatchers at Contoso have access to a wide range of information because they often cover for each other within the region. However, for their normal dairy operations, they only need to be able to see resources in their territory.

The dispatcher needs to customize their schedule board to filter resources to their territory.

What should the dispatcher do?

6. DRAG DROP

A work order has been created with Bharti Airtel as the Billing Account and Airtel Kolkata as the Service Account.

You need to determine the account where various work order information originates. The sheeted work order type and entitlement do not have any of this information.

Which account belongs to each piece of work order information? To answer, drag the appropriate account to the correct piece of work order information. Each account 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 content. NOTE: Each correct match is worth one point.

7. Topic 2, Litware, Inc Case Study

Company structure and resources

Litware, Inc. is a home improvement retail company with stores around the world. Litware, Inc. also offers various installation and repair services using both employees and subcontractors. Litware, Inc. has stores located throughout the United States and Canada.

The company has three main types of stores, each offering a different combination of service personnel.

1. DIY Stores are retail and contractor stores with supply items for electrical, lighting, and other home improvement DIY projects.

• Delivery personnel pick up at the local warehouse for each store.

• Installers install major appliances.

2. Pro Stores offer design ideas for major home renovations.

• Designers are assigned to a department based on skills and expertise.

• Installers are assigned to a geographic region.

• Repair Technicians are all subcontractors.

3. Home Improvement Stores offer the convenience of purchasing items available in the DIY stores, but also include the expert design, installation and repair services offered in the Pro Stores.

• Designers are assigned to a department based on skills and expertise.

• Delivery personnel pick up at the local warehouse for each store

• Installers are assigned to multiple stores in a geographic region.

• Repair technicians are all subcontractors.

• Dispatchers are assigned to all territories in a region. Dispatchers assign repair and installation work to technicians based on skill.

All internal delivery, repair and installation employees will utilize the Field Service mobile app. Litware, Inc. employees have full-service licenses, while subcontractors do not K

Regions

Dispatchers can see all work request data for their region, including resources.

The Canadian regions are:

Data management structure

Litware, Inc. store employees can see data within their region. This is to provide better support of customers and stores within the regions.

The current data access structure appears as follows:

Field Service difficulties

Typical job assignment is as follows:

• Appliance Delivery & Hookup: 2 resources - subcontracted out

• Landscaping: minimum 2 resources. 1 expert

• Carpeting: 2-3 resources

• Tile Flooring: 2 resources

• Kitchen Cabinets: 3 resources

• Hardwood Flooring: 2 resources

• Repairs: 1-2 resources

A spreadsheet tracks the skills and certifications earned by each internal employee.

They are:

The Skill Proficiency Model used at Litware, Inc. is as follows;

1 - Novice

2 - Inexperienced

3 - Moderate Experience

4 - Experienced

5 - Expert/Certified

For each type of job, there must be at least one certified or highly experienced resource on the job. Their current system does not have a way to share technical documents and instructions with the technicians and have them review it while onsite.

All work is printed out and the provided to the resources. Contractors are currently emailed the job details to which they need to confirm availability. Contractors sometimes decline work. In some of these cases, the Litware, Inc. dispatch team does not react quickly to this information and the customer's work or delivery is delayed.

Customer base

Currently, all customer data are held in Dynamics 365 Finance and Operations (D365 F&O).

• Most store employees do not have access to this data as it is currently being implemented for backend features, such as inventory and invoicing.

• Designers and those scheduling can pull up a customer and their pending orders and installations, but they cannot see the payment details and terms.

85% of Litware's customers are households.

15% are construction-based companies that either purchase or hire Litware, Inc. for specific jobs.

• Most of these companies receive a 5-10% discount on supplies and 10% discount on labor.

Planned changes

Litware, Inc. plans to implement Dynamics 365 Field Service.

The requirements gathered during analysis are:

Work Orders and Scheduling

• Scheduling based on resource skill, and number of required resources based on job type and duration.

• Preventative Maintenance emergency calls take priority over other types of jobs.

• Schedule resources based on location, maximizing total work hours and then minimizing drive time.

• All HVAC down jobs require a resource to be onsite at the customer location within 2 hours, per contract terms.

• Some high-end HVAC systems can tell the company when the system is experiencing issues. Alert dispatchers when this occurs if this feature is enabled and purchased.

• Set contractually obligated times for HVAC down jobs.

• Set reminders or see critical details to act on for a job.

• Ability to quickly book a job.

• Easily see when a resource is on Paid Time Off on the schedule board.

Service Contracts

• Set up and create a Preventative Maintenance (PM) type of contracts.

• PM contracts are only for HVAC systems. Semi-annual maintenance jobs should be created 30-days before they are to be scheduled.

Preventative Maintenance

• Semi-annual inspections Discount on any required parts and additional labor.

• Include 24-hour emergency service calls at no-charge.

Extended Warranties

• Ability to setup and create an Extended Warranty type of contracts.

• Start when Manufacturer warranty ends.

• Can be purchased for 1, 2 or 3 years and include all parts and labor.

Products and Services

• Integration between D365 F&O and D365 Field Service.

• Implement a parts return process for any unused or defective part during an installation job.

• Multiple price lists will be used, based on region and customer type (retail, construction).

Resources

• Implement company holidays for US and Canada

• Implement various pay types based on OT, Weekends/Holidays, Travel and Regular Time.

• Implement Paid Time Off.

• Optimize resource schedules.

• Access to jobs assigned for the day.

• Specialty equipment scheduled on work orders as needed.

Technical requirements

Invoicing

• Send Work Order details to D365 F&O when a job is completed, and after internal reviews are performed.

• The system must track the price of resources based on holidays and after-hours scenarios at a rate of one and a half times the normal billing rate.

• Travel time is non-billable. Travel time should be captured as normal billing rate.

• A Delivery Fee of S75 is charged for each order.

• Subcontractor travel time is non-billable but is paid to the subcontractor company by Litware, Inc.

Resources

• Contractor technicians require access to work order and customer details once assigned to a booking. They do not have a license.

• Dispatchers need a schedule board for their region(s).

• Resources have access to view their skills, skill level and certification data.

o Certifications set to expire over the next 120 days should show highlighted in Yellow, o Certifications already expired will show in Red.

• Resources will be notified when they enter or leave a job, or are assigned a job for the day.

• Resource booking automatically updated when they enter job site.

• High priority jobs will send an alert to the resources' phone and send them a text message.

• Resources assigned to a job where their skill level = 1 will be assigned to an experienced resource for 3 months.

• Resources on the job can use their smartphone to call and obtain assistance.

• Resources can access documents either online or offline.

Products and Services

• All parts removed from a customer's equipment must be returned to the Main warehouse.

• All parts not used or deemed defective during an installation must be returned to the originating warehouse.

• All appliances and parts will become part of the customer record.

• All products are received into the Main warehouse and then distributed to van stock for delivery or installation.

• All assets that have an expired manufacturer warranty should show a notification.

Work Orders

• The ability to have templates for work orders. Templates will provide guidance for technicians, and recommend products and default services.

• Work Orders created from a PM contract need to have a status = Service Contract.

• Work Orders created from an Extended Warranty contract need to have a status = Extended

Warranty

• All HVAC down work orders must be set to high priority.

• All emergency, and contractual Work Orders must be created, reviewed and dispatched within 1 hour. A technician must be onsite within 2 hours.

• All Work Orders created from a PM are non-billable.

• All Extended Warranty jobs must include a flat service fee of $75.

Scheduling

• High Priority work orders for HVAC down cannot be moved once scheduled.

• Work Orders scheduled to technician(s) who do not have the desired skill set and level should show a warning.

o If scheduled, it will send an approval record to the manager to approve the assignment. Approved are booked. Rejected are canceled and the dispatcher notified.

• Dispatchers will assign multi-day work orders, such as kitchen cabinets, bathrooms, landscaping, to the same group of resources for the duration of the work.

• All work orders for an existing asset, where the asset does not have an active manufacturer's warranty, or a valid extended warranty should show an alert upon scheduling.

• Resources should be optimized for high priority items, maximize their work hours and then minimize travel time.

Security and access

• Safeguards must be in place for the data on the Field Service mobile app if a technician loses his mobile device.

• Technicians in the field should only see work orders scheduled for today.

• Field Service administrators need the ability to update the defaults for the schedule assistant.

DRAG DROP

Litware, Inc. needs your company to suggest a best practice for implementing multi-resource work order scheduling for kitchen cabinet installation jobs, that includes a new, inexperienced technician.

In addition, they need a resource skilled in cabinet installation and cabinet resurfacing.

Using the requirements provided, which five 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.

8. All delivery charges must be automatically added to any Delivery work order, and the price must be set and locked. The delivery charge must be set up in a way so that it is invoiced upon delivery completion.

Which three steps should you take to set up the invoice? Each correct answer presents part of the solution. NOTE: Each correct selection is worth one point.

9. DRAG DROP

Litware, Inc. designers sometimes have to schedule an experienced technician and trainee to go out to a customer's home to take measurements.

One of their customers, wants a kitchen and bathroom remodel completed during the same timeframe. The customer has asked for Litware, Inc. to have both measurements completed at the same time.

Currently, Litware, Inc. does not any technicians with both kitchen remodeling and bath remodel skills. Litware, Inc. wants to use the new Quick Book functionality to schedule multiple resources to this work order.

Which five 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.

10. A new service technician was recently hired on at Litware, Inc. and is assigned to the HVAC team. The service technician is still learning about the job and the units the company sells and services.

The service technician has been assigned to a repair work order for a unit. Upon arrival and inspection, the service technician turns off the one circuit breaker to the unit, but is not sure what should be done next. The service technician makes a phone call to the internal help team, but they aren't sure how to provide guidance as they cannot see what exactly the service technician is looking at and the service technician cannot describe it.

What should the company implement to handle this sort of issue?

11. DRAG DROP

During requirement and design discussions, Litware. Inc. Subject Matter Experts (SMEs) discuss a specific scenario.

A customer purchases an HVAC system along with a 1-year service contract and a 3-year extended warranty. After 9 months, the system shuts down and the customer cannot get it started back up. The customer calls into Litware, Inc. to inform them the system is down and he needs a service technician to come out to fix the unit.

The SMEs want to know which functionality within Dynamics 365 Field Service can handle the scenario.

Which configuration steps should you take in each of the categories listed? To answer, drag the appropriate configuration to the correct category in the answer area. Each element 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 content. NOTE: Each correct match is worth one point.

12. Topic 3, Plumbing and healing company Case study

Company overview

LitWare Inc. is a plumbing and healing company which provides installation, maintenance, and repair services in United States (U.S.) and Canada.

LitWare also offers various installation and repair services such heating, venting, and air conditioning (HVAC). plumbing, and roofing for commercial customers using their employees and subcontractors. Company structure and resources

The company has three main types of services, each offering a different combination of service personnel.

1. Training services provide training to LitWare employees and subcontractors to perform the work in the regions serviced

2. Unplanned maintenance services address emergency repair requests for their customers.

* Dispatchers vf assigned to all territories in a region Dispatchers assign repair and installation work to repair technicians based on their skills.

* . Repair technicians in employees and subcontractors

3. Planned maintenance services perform regular and planned checks for their customers.

* Inspectors are assigned to all regions based on skills and expertise.

* Installers are assigned to multiple territories in a geographic region 1 Repair technicians a-e employees and subcontractors

* Dispatchers are assigned to all territories in a region. Dispatchers assign repair and installation work to technicians based on skills.

All the inspection, repair, and installation employees utilize the field Service mobile app Dispatchers can see all work request data for their region and see all the bookable resources.

Job structures

typical job assignments are as follows:

• Inspections: 1 -2 resources

• Installations: minimum 2 resources. 1 expert

• Repairs: 1-3 resources

Skills and certifications

The following spreadsheet tracks the skills and certifications earned by each internal employee:

The Service areas are:

For each type of job. there must be at least one certified or highly experienced resource on the job. Their current system does not have a way to maintain the availability of a service, maintain the subcontractor's insurance details, certifications, and more options for inspectors. All work is printed out and provided as a hard copy to the resources. It is not easy to distribute the new updated materials for the service c* share the new troubleshooting guides. Planned changes

LitWare plans to implement Dynamics 365 Field Service.

The requirements gathered during analysis are:

Work orders and scheduling

• Scheduling based on resource skill and number of required resources based on job type and duration.

• Planned Maintenance emergency calls take priority over other types of fobs.

• Schedule resources based on location, maximizing total work hours and then minimizing drive time.

• Ability to track technician time.

• Ability to configure rates and pay types.

• Ability to easily see when a resource is on Time Off on the schedule board

• All resource time-off requests should be approved by both their manager and their line manager

Service contracts

• Set up and create a Planned Maintenance type of contract.

• Define the coverage of the regions by the work.

Inspection management

• Ability to configure inspections.

• Ability fen inspections to be linked with work orders and customer assets.

Resources

• Implement company holidays for U.S. and Canada.

• Implement various pay types based on overtime, weekends and holidays, travel and regular time.

• Implement paid time off.

• Ability for resource calendars to reflect resource time off and work hours.

• Access to jobs assigned for the day.

• Ability to capture the validity of the insurance and send a 90-day reminder notification before the expiry.

• Activate geocoding throughout the system.

• Use territories for accounts, resources, and work orders.

• Enable Microsoft SharePoint Integration.

Field Service mobile app

• Ability for technician to access work orders and asset details.

• Ability to perform inspections on the mobile app

• Ability to work through offline mode.

• Ability to enter time for The work.

Technical Requirements

Resources requite the ability to:

• Configure work hours templates based on their time zone.

• Access and view their skill. skill level, and certification data

• Certifications set to expire over the next 90 days should show highlighted in Yellow.

o Certifications already expired will show in Red.

• Access documents either online or offline.

• Have the" time-off requests enabled for approval by default for resource who has skill of electrical, and have the requests approved by both their manager and line manager.

Work orders

• The ability to have templates for work orders.

o Templates will provide guidance for technicians, and help recommend products and default services.

• Work orders created from a PM contract need to have a status a Service Contract Inspections:

• Ability to configure advance inspections with conditional logics based on the questions,

• Ability to use the latest inspections for analytics on a weekly basis.

• Ability to perform ad-hoc inspections with assets.

• Ability for users to export responses.

Security and access

• Technicians m the field should only see work orders scheduled for today.

• Technicians should have the option to enter manual time.

• Technicians should have the option to complete the inspections.

• Technicians should have the ability to access relevant apps to complete the job.

• Technicians should have the ability to access the guides.

• Administrators should have access to the technician usage of the guides.

DRAG DROP

LitWare has requirements for configuring the Insurance.

You are responsible for setting up the system to manage the insurance

Which three actions should you perform in sequence? lo answer, move the three appropriate actions from the list of actions to the answer area. Arrange the three actions in the correct order.

13. DRAG DROP

You need to set up the system to meet LitWare’s inspection requirements.

Which three actions should you perform in sequence in the Field Service app? To answer, move the three appropriate actions from the list of actions to the answer area. Arrange the three actions in the order.

14. DRAG DROP

LitWare has requirements for configuring the Field Service mobile app. and you are responsible for setting up the system to meet those requirements.

You need to set up help documents related to the requirements as per the case study.

How should you configure the user settings? To answer, move the appropriate configurations to the correct location. You may use each configuration once or not at all. You may need to drag the split bar between panes or scroll to view content. NOTE: Each correct match is worth one point.

15. Topic 4, LitWare Inc. New Case study

Overview

LitWare Inc. is a plumbing and heating company which provides installation, maintenance, and repair services in United States (U.S.) and Canada.

LitWare also offers various installation and repair services such heating, venting, and air conditioning (HVAQ, plumbing, and roofing for commercial customers using their employees and subcontractors.

Company structure and resources

The company has three main types of services, each offering a different combination of service personnel.

1. Training services provide training to LitWare employees and subcontractors to perform the work in the regions serviced.

2. Unplanned maintenance services address emergency repair requests for their customers.

o Dispatchers are assigned to all territories in a region. Dispatchers assign repair and installation work to repair technicians based on their skills.

o Repair technicians are employees and subcontractors.

3. Planned maintenance services perform regular and planned checks for their customers.

o inspectors are assigned to all regions based on skills and expertise. o Installers are assigned to multiple territories in a geographic region.

o Repair technicians are employees and subcontractors.

o Dispatchers are assigned to all territories in a region. Dispatchers assign repair and installation work to technicians based on skills.

All the inspection, repair, and installation employees utilize the Field Service mobile app. Dispatchers can see all work request data for their region and see all the bookable resources.

Job structure

Typical job assignments are as follows:

• Inspections: 1 -2 resources

• Installations: minimum 2 resources. 1 expert

• Repairs: 1 -3 resources

Skills and certifications

The following spreadsheet tracks the skills and certifications earned by each internal employee:

Service areas

The service areas are:

For each type of job, there must be at least one certified or highly experienced resource on the job. Their current system does not have a way to maintain the availability of a service, maintain the subcontractor's insurance details, certifications, and more options for inspectors. All work is printed out and provided as a hard copy to the resources. It is not easy to distribute the new updated materials for the service or share the new troubleshooting guides.

Planned changes

LitWare plans to implement Dynamics 365 Field Service.

The requirements gathered during analysis are:

Work orders and scheduling

• Scheduling based on resource skill, and number of required resources based on job type and duration.

• Planned Maintenance emergency calls take priority over other types of jobs.

• Schedule resources based on location, maximizing total work hours and then minimizing drive time.

• Ability to track technician time.

• Ability to configure rates and pay types.

• Ability to easily see when a resource is on Time Off on the schedule board.

• All resource time-off requests should be approved by both their manager and their line manager.

Service contracts

• Set up and create a Planned Maintenance type of contract.

• Define the coverage of the regions by the work.

Inspection management

• Ability to configure inspections.

• Ability for inspections to be linked with work orders and customer assets.

Resources

• Implement company holidays for U.S. and Canada.

• Implement various pay types based on overtime, weekends and holidays, travel and regular time.

• Implement paid time off.

• Ability for resource calendars lo reflect resource time off and work hours.

• Access to jobs assigned for the day.

• Ability to capture the validity of the insurance and send a 90-day reminder notification before the expiry.

• Activate geocoding throughout the system. rv

• Use territories for accounts, resources, and work orders.

• Enable Microsoft SharePoint Integration.

Field Service mobile app

• Ability for technician to access work orders and asset details.

• Ability to perform inspections on the mobile app.

• Ability to work through offline mode.

• Ability to enter time for the work.

Technical requirements

Resources require the ability to:

• Configure work hours templates based on their time zone.

• Access and view their skills, skill level, and certification data.

o Certifications set to expire over the next 90 days should show highlighted in Yellow.

o Certifications already expired will show in Red.

• Access documents either online or offline.

• Have their time-off requests enabled for approval by default for resource who has skill of electrical, and have the requests approved by both their manager and line manager.

Work orders

• The ability to have templates for work orders.

o Templates will provide guidance for technicians, and help recommend products and default services.

• Work orders created from a PM contract need to have a status = Service Contract. Inspections:

• Ability to configure advance inspections with conditional logics based on the questions.

• Ability to use the latest inspections for analytics on a weekly basis.

• Ability to perform ad-hoc inspections with assets.

• Ability for users to export responses.

Security and access

• Technicians in the field should only see work orders scheduled for today.

• Technicians should have the option to enter manual time.

• Technicians should have the option to complete the inspections.

• Technicians should have the ability to access relevant apps to complete the job.

• Technicians should have the ability to access the guides.

• Administrators should have access to the technician usage of the guides.

You need to set up the system to manage the work hours template for all the resources.

Which two actions should you perform? Each correct answer presents a part of the solution. NOTE: Each correct selection is worth one point.

16. You need to advise LitWare administrators on configuring advanced options for inspection requirements.

Which option should you recommend?

17. DRAG DROP

LitWare has requirements for configuring the services around the region.

You need to set up the system to meet those requirements.

Which four actions should you perform in sequence? To answer, move the four appropriate actions from the list of actions to the answer area. Arrange the four actions in the correct order.

18. DRAG DROP

LitWare has requirements for the ability to track technician time.

You need to set up a manual option to track the time against the work orders.

Which three actions should you perform in sequence? To answer, move the three a Arrange the three actions in the correct order.

19. Topic 5, Wingtip Toys

Company Overview

Wingtip Toys is a specialist prop fabrication company specializing in animatronic dinosaur sculptures.

The sculptures are assets that belong to the company. The assets are painstakingly constructed over several years using proprietary techniques and require significant capital investment.

Staff members

Wingtip Toys has five staff members:

1. The Chief Executive Officer (CEO)

2. The prop master

3. The robotics engineer

4. The robotics intern

5. You. the Power Platform administrator

Employees 2, 3, and 4 are field technicians. Customers pay a surcharge for technician travel time, so the CEO requires they are diligent in marketing themselves as "Travelling" on their Field Service mobile apps as soon as they begin driving to a site.

Segment

Assets overview

Customers - such as film studios, museums, and theme parks - usually lease assets on a long-term basis. Lease agreements are sold with regular maintenance, both cosmetic and technical. Short-term rentals are also available for specific projects at theatres, events, or for filming on location.

The CEO has recently produced a barcode for each dinosaur currently in use. The new barcode should be applied to the inside of the sculpture's mouths at the next visit.

Segment

Dinosaur sculptures

All dinosaur sculptures have been added as assets. A custom choice type column named "Species" has been added to the main form and is manually selected when a new asset is created

The prop master asked you to create a custom page that will allow them to browse through all current and previous dinosaur sculptures; each displaying the sculpture name, completion data, species, and a small image.

The catalog should allow the user to drill down into further information about the asset and (if applicable) the account of the customer currently renting or leasing it.

Overview

Cosmetic work is always performed by the prop master, created automatically via agreements and scheduled by the CEO.

The "Cosmetic maintenance" incident type currently has four related products. Two of those are field service type products and two are service task types.

Technical work orders

Within the last few months, some customers have contacted Wingtip Toys to note that a tooth or two had fallen out of the dinosaurs' mouths. This is due to wear and tear on the roaring and chewing motions that customers can trigger.

The CEO wants to add dental check-up to the "Cosmetic maintenance" incident type to allow the prop master to prevent these incidences from occurring in the future where needed. This incident type has no associated cost to the customer.

Inspections

As the dental check-up of dinosaurs can have technical implications, the robotics engineer works with you to create an inspection, which must be completed every time the process is completed.

The following image is a draft of the "Dental Check-up" inspection:

The engineer wants the inspection to appear to the prop master in their mobile app as per the above image. However, they also need to add the scanning of the new barcode sticker.

Further, the CEO requires completed inspections to be related to the correct dinosaur as part of their service history.

New programming: dance firmware update

The intern has just begun completing work orders on their own. Once they have completed all items and performed their inspection, they need to wait for the engineer to review their work before they can mark the job as "Completed.'' This give the engineer an opportunity to assess whether

something additional might be required.

HOTSPOT

You need to complete the cloud flow to send the push notification to the robotics engineer.

How should you configure the cloud flow's trigger? To answer, select the appropriate settings in the fields of the cloud flow. NOTE: Each correct selection is worth one point.

20. DRAG DROP

You need to ensure the prop master can use their mobile app when visiting the Natural History Museum.

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 appropriate actions in the Correct order.

21. You need to add a control to display the required information for all assets to the custom page.

Which control should you use?

22. You need to configure the dental check-up. before relating it to the existing incident type.

What should you create?

23. You need to update the Natural History Museum work order for the current job.

Which two actions should you perform? Each correct answer presents part of the solution. NOTE: Each correct selection is worth one point. Choose two.

A. Select the asset on the work order service.

A. Create two work order incidents.

B. Create two work order services.

C. Create two work order service tasks.

D. Select the asset on the work order service task.

24. Topic 6, Misc. Questions

Note: This question is part of a series of questions that present the same scenario. Each question in the series contains a unique solution that might meet stated goals. Some question sets might have more than one correct solution, while others might not have a correct solution.

After you answer a question in this section, you will NOT be able to return to it. As a result, these questions will not appear in the review screen.

You are a Dynamics 365 for Field Service system administrator.

You are configuring a new instance of Dynamics 365 for Field Service. The organization needs to accurately capture the cost of work order bookings.

Solution: You implement the following configuration changes:

1) Create Resource Pay Types for regular, holiday, overtime, travel, and breaks.

2) Assign an Hourly Markup percentage to each Resource Pay Type.

3) Assign Resource Pay Types to the applicable Pay Type.

4) Create the Holiday Schedule.

Does this meet the goal?

25. Note: This question is part of a series of questions that present the same scenario. Each question in

the series contains a unique solution that might meet stated goals. Some question sets might have more than one correct solution, while others might not have a correct solution.

After you answer a question in this section, you will NOT be able to return to it. As a result, these questions will not appear in the review screen.

You are a Dynamics 365 for Field Service system administrator.

You are configuring a new instance of Dynamics 365 for Field Service. The organization needs to accurately capture the cost of work order bookings.

Solution: You implement the following configuration changes:

1) Create Resource Pay Types for regular, holiday, overtime, travel, and breaks.

2) Assign an Hourly Markup percentage to each Resource Pay Type.

3) Assign Resource Pay Types to the applicable Pay Type.

4) Create Business Closures.

5) Create Bookable Resources with Hourly Rates.

Does this meet the goal?

26. Note: This question is part of a series of questions that present the same scenario. Each question in the series contains a unique solution that might meet stated goals. Some question sets might have more than one correct solution, while others might not have a correct solution.

After you answer a question in this section, you will NOT be able to return to it. As a result, these questions will not appear in the review screen.

You are a Dynamics 365 for Field Service system administrator.

You are configuring a new instance of Dynamics 365 for Field Service. The organization needs to accurately capture the cost of work order bookings.

Solution: You implement the following configuration changes:

1) Create Resource Pay Types for regular, holiday, overtime, travel, and breaks.

2) Assign an Hourly Markup percentage to each Resource Pay Type.

3) Assign Resource Pay Types to the applicable Pay Type.

4) Create Business Closures.

5) Create Bookable Resources with Hourly Rates and Work Hours.

Does this meet the goal?

27. Note: This question is part of a series of questions that present the same scenario. Each question in the series contains a unique solution that might meet stated goals. Some question sets might have more than one correct solution, while others might not have a correct solution. After you answer a question in this section, you will NOT be able to return to it. As a result, these questions will not appear in the review screen.

You are a Dynamics 365 for Field Service system administrator.

You are configuring a new instance of Dynamics 365 for Field Service. The organization needs to automatically generate work orders based on agreements, and send invoices on a recurring basis by customer.

Solution: You implement the following configuration changes.

1) Create Agreement

2) Define Agreement Products

3) Set Booking Recurrence

4) Create Invoice Setup

5) Define Invoice Recurrence

Does this meet the goal?

28. Note: This question is part of a series of questions that present the same scenario. Each question in the series contains a unique solution that might meet stated goals. Some question sets might have more than one correct solution, while others might not have a correct solution. After you answer a question in this section, you will NOT be able to return to it. As a result, these questions will not appear in the review screen.

You are a Dynamics 365 for Field Service system administrator.

You are configuring a new instance of Dynamics 365 for Field Service. The organization needs to automatically generate work orders based on agreements, and send invoices on a recurring basis by customer.

Solution: You implement the following configuration changes.

1) Create Agreement

2) Define Booking Setup

3) Create Invoice Setup

4) Set Auto Generate Invoice = Yes

5) Populate Generate Agreement Invoices X Days in Advance

Does this meet the goal?

29. Note: This question is part of a series of questions that present the same scenario. Each question in the series contains a unique solution that might meet stated goals. Some question sets might have more than one correct solution, while others might not have a correct solution.

After you answer a question in this section, you will NOT be able to return to it. As a result, these questions will not appear in the review screen.

You are a Dynamics 365 for Field Service system administrator.

You are configuring a new instance of Dynamics 365 for Field Service. The organization needs to automatically generate work orders based on agreements, and send invoices on a recurring basis by customer.

Solution: You implement the following configuration changes.

1) Create Agreement

2) Define Booking Setup

3) Set Booking Recurrence

4) Create Invoice Setup

5) Define Invoice Recurrence

Does this meet the goal?

30. You are a Dynamics 365 for Field Service Administrator. Your organization wants to use Connected Field Service for existing Customer Assets.

You install Connected Field Service and set up Azure IoT Central, but it seems no alerts are being received in Dynamics 365 for the devices.

You need to find the issue and resolve it.

Which action should you choose?

31. You are a Dynamics 365 for Field Service Administrator.

You install and configure Connected Field Service with Azure IoT Central. Several of your connected devices sent alerts back to Dynamics 365 and work orders were created. However, the work orders were not sent backto Azure IoT Central.

You need to resolve the issue.

Which Action should you take to resolve the issue?

32. You are a Dynamics 365 for Field Service consultant.

One of your Dynamics 365 customers wants to decrease the number of repair appointments by sending fewer technicians onsite.

You need to provide a recommendation of which solution your customer should use to achieve their request.

What should you recommend?

33. DRAG DROP

You are a field service administrator for your company.

You review the Field Service administrator guide to understand how the status fields can support your company’s business processes.

Which unique entity system status value matches with its Entity Type? To answer, drag the appropriate unique entity system status values to the appropriate Entity Type. Each unique entity system status value 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.

34. Contoso, Ltd has just acquired a new company in order to increase the services it offers to its customers.

Contoso, Ltd. wants to ensure that it is able to track all of the stages in its service management workflow, including the services offered by the new service company. You need to configure Dynamics 365 CE for Field Services to ensure that all of the necessary status values are configured correctly to track your company’s unique business process.

Which action must you perform?

35. As a new start-up field services company, you are looking to streamline your customer service process to provide the best customer service experience.

Your company has decided to implement Dynamics Field Services as the foundation for its customer service management processes.

You need to ensure that the cases that the customer service team creates can be quickly and efficiently converted to work orders (that will minimize the need to add additional information to the work orders) using the out-of-the-box capabilities.

Which key item do you need to configure before the customer service agents will be able to convert a case to a work order?

36. DRAG DROP

You are a Dynamics 365 for Field Service administrator. Your company only uses contractors as Bookable Resources. The contractors are not licensed Dynamics 365 users.

The scheduling team books work orders to resources based on location. The team provides you with scenarios because many resources are not showing up in the scheduling assistant.

You need to update bookable resource records based on the provided scenarios.

Which address type should you use with each scenario? To answer, drag the appropriate address type to the appropriate scenario. Each address type may be used one, 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.

37. Your company is expanding nationally.

You need to configure tax codes for a new territory, so the company can start to operate in the new territory. You realize that you can identify which field service record types the tax code will be applied to.

Which three Field Service record types are taxable within the new tax code? Each correct answer presents a complete solution.

38. 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.

39. The field service team manager needs you to give a new technician user access to the system. The technician will use the mobile application to fill out work orders when they are onsite doing filed work to repair factory motors at customer sites. When the dispatcher takes vacation, the new technician user will manage dispatcher functions.

Which two field service security roles will the new technician user need? Each correct answer presents part of the solution.

40. DRAG DROP

To improve communications with customers, your company has decided to implement Twilio, a third-party communication platform that has call and messaging capabilities.

The Twilio solution includes a number of core components to deliver the capability, all of which need to be set up.

Which five steps should you take in sequence to prepare data for optimization? To answer, move the appropriate actions from the list of actions to the answer area and arrange them in the correct order.