MB2-877 Microsoft Dynamics 365 for Field Service

Published: December 08, 2017
Languages: English
Audiences: Developers, IT Professionals
Technology: Microsoft Dynamics 365
Credit toward certification: MCP, MCSE

Skills measured
This exam measures your ability to accomplish the technical tasks listed below. The percentages indicate the relative weight of each major topic area on the exam. The higher the percentage, the more questions you are likely to see on that content area on the exam. View video tutorials about the variety of question types on Microsoft exams.

Please note that the questions may test on, but will not be limited to, the topics described in the bulleted text.

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Set up and configure Field Service (15 – 20%)
Perform initial configuration steps
This objective may include but is not limited to: Identify key security roles, identify resource scheduling options; identify entities that can be customized with administrative settings, identify product and service categories.
Configure product and service pricing
This objective may include but is not limited to: Configure product and service pricing features including minimum charge amount, minimum charge duration, and the flat fee option; add products and services to incidents; determine when a product has a default list price and a work order price list; associate products and services with price lists; define tax codes.
Configure bookable resources
This objective may include but is not limited to: Identify fields for bookable resources; enable mapping functionality; identify entities that are geocoded; define start and end locations for resources; identify differences between address types.
Configure additional options
This objective may include but is not limited to: Configure territories and organizational units; identify skills types; configure characteristics and skills; configure proficiency models; implement resource roles and categories; explain differences between organizational units and business units.
Integrate other tools with Field Service
This objective may include but is not limited to: Automate processes by using Microsoft Flow; build flows using Visual Designer; identify uses for the Twilio solution; identify opportunities to integrate Glympse with the Connected Field Service solution.

Manage work orders (15 – 20%)
Describe the work order lifecycle
This objective may include but is not limited to: Describe work order fields; describe work order life cycle stages; identify booking status and work order status values for values for work order stages; describe uses and capabilities for billing accounts, service accounts, and sub-accounts.
Create and manage work orders
This objective may include but is not limited to: create a work order from an incident; add status and substatus information to a work order; configure work order type and priority; organize work orders and resources by geography; describe the process for closing work orders; close a work order.
Manage incidents
This objective may include but is not limited to: Describe incident types and incident type fields; create and configure incident types; add service tasks.

Schedule and dispatch work orders (15-20%)
Manage scheduling options
This objective may include but is not limited to: Describe options for scheduling work orders including the Schedule Board and Schedule Assistant; determine when to use each scheduling option; describe the stages of the scheduling process and steps that occur during each stage.
Implement the Schedule Board
This objective may include but is not limited to: Identify features and uses of the Booking Requirements view; implement the integrated map feature; manually schedule work orders; reassign and reschedule work orders; move incomplete work orders; generate driving instructions for field agents; create additional schedule boards; configure schedule boards; customize the schedule board; create web resources to define custom booking rules
Implement the Schedule Assistant.
This objective may include but is not limited to: Apply constraints to resource queries; filter data; specify a search radius; troubleshoot Schedule Assistant.
Optimize resource scheduling
This objective may include but is not limited to: Identify licensing requirements for resource scheduling add-on; create optimization profiles; define objectives and constraints; configure resource optimization.
Configure universal scheduling
This objective may include but is not limited to: Describe the uses and limitations of Universal Scheduling; describe prerequisites for enabling an entity for scheduling; identify entities that can be enabled for scheduling; create workflows to populate data in requirement records; create requirement views; schedule an entity.

Manage Field Service mobility (10 – 15%)
Install and configure the mobile app
This objective may include but is not limited to: Identify supported mobility options; identify unique mobile app features; describe differences between online and offline modes; identify tasks that field agents can perform; perform initial configuration steps for mobile app.
Customize the mobile app
This objective may include but is not limited to: Import the Field Service project; assign security roles; administer connected devices.
Manage mobile projects
This objective may include but is not limited to: Identify project artifacts that you can modify; edit a project; modify configuration settings; publish a mobile project.

Manage inventory and purchasing (10 – 15%)
Manage customer assets
This objective may include but is not limited to: Identify uses for customer assets; create and register customer assets; configure products to auto-create customer assets; associate work orders with customer assets; create child assets.
Manage inventory
This objective may include but is not limited to: Set up inventory and warehouses; view product inventory; compare and contrast inventory levels and inventory transfers adjust inventory levels; transfer inventory.
Managing purchasing and product returns
This objective may include but is not limited to: Describe the purchase order process; create purchase orders; display a list of receivable products for a purchase order; describe the ways that a product can be returned; create return merchandise authorizations; finalize returns.

Manage the Connected Field Service solution (5 – 10%)
Configure the Connected Field Service solution
This objective may include but is not limited to: Describe Connected Field Service; identify key benefits of Connected Field Service; install prerequisite components; install and configure Connected Field Service; identify components created during solution installation; implement the solution.
Manage devices
This objective may include but is not limited to: Use connections to configure multiple parts as one asset; categorize devices; resolve registration errors; view data from devices; remotely send commands to devices; extend connected field service solutions.

Manage Agreements (10 – 15%)
Create and manage agreements
This objective may include but is not limited to: Describe the framework required to use or create agreements; identify key elements of agreements and information needed to set up an agreement; define and configure agreement settings; configure agreement preferences.
Define and create bookings
This objective may include but is not limited to: Identify the purpose, uses, and limitations of bookings; describe options automatic generation of bookings; set up agreement bookings.
Define and create invoices
This objective may include but is not limited to: Describe the purposes and uses for agreement invoices; identify options for generating invoices; create invoices.

QUESTION 1
You plan to convert products that you use on work orders to customer assets. You need to automatically create customer assets for all work orders.
How should you configure the products?

A. On the Work Order Type record, set the value of Product to Customer Asset to Yes.
B. On the Incident Type record, set the value of Product to Customer Asset to Yes.
C. On the Product record, set the value of Convert to Customer Asset to Yes.
D. On the Work Order Product record, set the value of Convert Product to Customer Asset to Yes.

Answer: C
Explanation:

References:

QUESTION 2
You are a field service administrator. You are configuring bookable resources. You need to configure start and end location for resources.
Which three options can you use? Each correct answer presents a complete solution.

A. Resource Address
B. Company Address
C. Organizational Unit Address
D. Business Unit Address
E. Location Agnostic

Answer: A,B,E

QUESTION 3
A field technician is completing a job and getting ready to drive to the next job. The dispatcher needs to provide the technician with driving directions.
What should the dispatcher do?

A. From the schedule board, right-click the scheduled work order and select Get Driving Directions.
B. On the work order form ribbon, click Get Driving Directions.
C. From the schedule board, click Actions and select Get Driving Directions.
D. Select a work order from any view. On the ribbon, click Get Driving Directions.

Answer: C

QUESTION 4
You need to track a list of serviceable equipment related to a specific service location.
Which record type should you use?

A. Products
B. Facilities/Equipment
C. Customer Assets
D. Resources

Answer: C

QUESTION 5
You plan to use the Connected Field Service solution to proactively manage field equipment. You need to prepare for the installation.
Which three actions should you perform? Each correct answer presents part of the solution.

A. Install Microsoft SharePoint Online.
B. Purchase a Microsoft Azure subscription.
C. Implement Microsoft Power BI Pro.
D. Ensure that you have licensing for Microsoft Dynamics 365 for Field Service.
E. Ensure that you are assigned to the Microsoft Office 365 Global Administrator or Microsoft Dynamics 365 System Administrator role.

Answer: B,D,E