MB-240 Microsoft Dynamics 365 Field Service

Doelgroep

This course is designed for IT professionals with experience or interest in delivering Field Service solutions for large-scale customers.

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Configure Microsoft Dynamics 365 Field Service

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

In this module, you will:

• Identify key service configuration considerations.
• Users and security roles.
• Define work order types, statuses and sub statuses.
• Define incident and service task types.
• Define Field Service products, services, and pricing options.
• Define service territories.
• Configure Field Service account preferences.

Configure bookable resources in Dynamics 365 Field Service

Learn how to configure Field Service resources.

This module explains how to:

• Identify the different types of resources available
• Define supporting resource components such as characteristics, roles, and organizational units
• Set up an individual bookable resource
• Geocode resources, starting and ending locations, and viewing in the map
• Define pools, crews, and facilities

Schedule crews, facilities, and resource pooling in Dynamics 365 Field Service

Learn how scheduling works in Field Service.

In this module, you will:

• Define and use resource pools in scheduling scenarios
• Use the facility scheduling feature to book specific facilities for work
• Define and schedule crews using the schedule board

Work order management in Dynamics 365 Field Service

Manage work orders in Field Service.

In this module, you will:

• Identify the work order lifecycle
• Identify the different options available for creating work orders
• Use related records such as service accounts, incidents, products and services, and other items with work orders
• Apply entitlements
• Create and manage agreements
• Create and manage service level agreements (SLAs) for work orders
• Define and manage inventory and warehouses

Incident types in Dynamics 365 Field Service

Define and create incident types to use as templates when you are creating work orders in Microsoft Dynamics 365 Field Service. Prepare for MB-240.

In this module, you will:

• Learn about the purpose of incident types in Dynamics 365 Field Service.
• Learn how to create incident types.
• Create service tasks and use them in an incident type.
• Add products and services to an incident type.
• Define the duration of an incident type.
• Use incident types on work orders.

Inspections in Dynamics 365 Field Service

Learn how to create and perform inspections in Microsoft Dynamics 365 Field Service. Prepare for MB-240.

In this module, you will:

• Learn about the purpose of inspections in Dynamics 365 Field Service.
• Learn how to create inspections.
• Associate inspections with work orders and customer assets.
• Perform inspections by using the Field Service mobile app.

Manage scheduling options in Dynamics 365 for Field Service

Dispatchers and schedulers need to easily identify and schedule resources to work on jobs. They should be able to identify which scheduling method is best based on the scenario that they're trying to schedule. When scenarios arise that require assistance, dispatchers can use the schedule assistant. The assistant provides recommendations based on requirements that you define for the job. Many times, you need to reschedule items or assign them to a different resource. With Dynamics 365, schedule board dispatchers can easily identify which items need to be rescheduled and either reschedule them or rebook them to a different resource.

In this module, you will:

• Identify scenarios where the different field service scheduling options could be used
• Navigate, filter, and modify basic schedule board settings
• Manually schedule and reschedule items on the schedule board
• Use the resource availability search (schedule assistant) to schedule items on the schedule board

Customize the schedule board in Dynamics 365 Field Service

Configure filters, queries, and entities to optimize the schedule board for easier scheduling in Dynamics 365 Field Service.

This module explains how to:

• Define each pane in schedule board.
• Edit schedule board views and tooltips.
• Edit map pane.
• Schedule board alerts.
• Extend schedule board with JavaScript and HTML.

Deploying Resource Scheduling Optimization

Discover how to setup and deploy Resource Scheduling Optimization, including configuration options, and defining optimization goals.

This module explains how to:

• Set up and deploy Resource Scheduling Optimization.
• Learn about the configuration options and define optimization goals, scopes, and schedules.

Get started with the Dynamics 365 Field Service Mobile application

Microsoft Dynamics 365 Field Service Mobile app provides workers with tools to serve customers in the field. It provides work orders, lists of customer assets, accounts, contacts, and a daily schedule view.

In this module, you will:

• Learn how to deploy and use the mobile application.
• Learn about Service assets.
• Use online and offline data.

Customize and configure the Dynamics 365 Field Service Mobile application

Learn how to customize and configure the Microsoft Dynamics 365 Field Service Mobile application forms, views, and site map.

In this module, you will:

• Customize and edit the mobile application.
• Configure offline data and barcodes.
• Enable location tracking and push notifications.

Integrate Dynamics 365 Remote Assist with Dynamics 365 Field Service

Organizations that use Dynamics 365 Field Service to manage work orders can also enable their technicians to make remote assist calls in context of work orders.

In this module, you will:

• Launch Remote Assist mobile from a booking.
• Review relevant work order information.
• Post call information.

Customer assets in Dynamics 365 Field Service

Learn how to create and associate customer assets with work orders in Microsoft Dynamics 365 Field Service. Prepare for MB-240.

In this module, you will:

• Discover the purpose of customer assets in Field Service.
• Learn how to create customer assets.
• Learn how to associate customer assets with work orders.
• Learn how to configure customer asset hierarchies.
• Learn how to use functional locations.

Set up Field Service to create work orders from IoT data

The Connected Field Service Add-in for Microsoft Dynamics 365 integrates IoT devices with Microsoft Dynamics 365 for Customer Engagement to help organizations create a proactive approach to servicing customers.

In this module, you will:

• Learn about the installation and setup of Connected Field Service.
• Read device data.
• Set device alerts.
• Learn about using the mobile app.

Create custom apps for Dynamics 365 Field Service

Learn how to use Microsoft Power Platform to create custom apps for Microsoft Dynamics 365 Field Service. Prepare for MB-240.

In this module, you'll:

• Learn how to use Microsoft Power Platform to customize Dynamics 365 Field Service.
• Learn how to create Microsoft Power Apps applications for Dynamics 365 Field Service.
• Learn how to deploy the customer experiences homepages portal for Field Service.
• Discover how to customize Field Service.
• Learn how to set up and customize schedule boards.
• Learn how to enable a custom table for scheduling.

Gather customer feedback with Dynamics 365 Customer Voice

Discover ways to gather customer feedback using Dynamics 365 Customer Voice and improve client relationships through data review.

In this module, you will:

• Learn how to improve relationships with your customers by reviewing feedback data.
• Learn how to use templates in Customer Voice to create projects, surveys, and emails.
• Discover how to collect feedback by using Microsoft Power Automate, Omnichannel for Customer Service, and Customer Service Insights.
• Find out how to use Customer Voice to understand your clients' needs and requirements.

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