MB-240T00 Dynamics 365 for Field Service
Learn how to effectively configure a Dynamics 365 for Field Service implementation to maximize the tools and features available to efficiently manage a mobile work force.
Implementation and Configuration
-
Identify the core components of the Dynamics 365 Field Service solution.
-
Configure work order types, incident types, service tasks, territories, and pricing models.
-
Make effective configuration decisions based on organizational requirements.
Work Order and Agreement Management
-
Create, manage, and complete work orders across their lifecycle.
-
Define and administer service agreements, recurrence patterns, entitlements, and SLAs.
-
Align service delivery with customer needs and expectations.
Resource Scheduling and Optimization
-
Set up resources, crews, pools, and facilities.
-
Use the schedule board to assign and optimize field resources.
-
Apply Resource Scheduling Optimization (RSO) for automated and efficient dispatch.
Inventory and Asset Management
-
Manage warehouses, stock levels, and parts movement.
-
Track customer assets and apply functional location hierarchies.
-
Use Connected Field Service and IoT integration to trigger proactive service actions.
Mobile and On-Site Operations
-
Deploy and configure the Field Service mobile app.
-
Enable offline capabilities, barcode scanning, and real-time communication for field technicians.
-
Integrate with Microsoft Remote Assist for enhanced on-site collaboration.
Integration and Extensibility
-
Extend Field Service with Power Platform apps and workflows.
-
Incorporate Customer Voice, portals, and reporting for a complete service experience.
-
Understand integration with other Dynamics 365 apps (Sales, Customer Service).
Certification Preparation
-
Gain the knowledge and skills aligned to the MB-240: Microsoft Dynamics 365 Field Service Functional Consultant Associate certification exam.
This course is designed for IT professionals with experience or interest in delivering Field Service solutions for large-scale customers.
Attendees must have a basic understanding of Microsoft Dynamics 365 fundamentals and field service principles
- Overview of the Field Service work order lifecycle
- Create and define work orders (including Outlook integration)
- Work with work order-related records, incidents, and scheduling considerations
- Manage inventory, warehouses, and customer assets within work orders
- Create and manage service agreements, booking setups, recurrence patterns, invoices, and activation
- Define and apply price lists
- Create entitlements and handle entitlement conflicts
- Add products and services to work orders under entitlements
- Configure and apply service-level agreements (SLAs) to work orders
- Define, create, and use incident types
- Create, associate, and perform inspections tied to work orders and assets
- Create and associate customer assets
- Build customer asset hierarchies and functional location structures
- Service assets within work orders and inspections
- Configure bookable resources (crews, facilities, pools, requirement groups)
- Understand scheduling capabilities and use the schedule board
- Customize schedule boards, filters, and views
- Manage rescheduling and fulfillment preferences
- Schedule multiple resources, crews, and facilities
- Overview, setup, and deployment of RSO
- Configure optimization goals, scopes, and schedules
- Use RSO from the schedule board for single or multiple resources
- Handle locked bookings, resolve conflicts, and troubleshoot
- Key Field Service configuration considerations
- Define products, services, work order types, territories, and status settings
- Configure incident types, service task types, resolutions, and account preferences
- Extend capabilities with Power Apps, portals, and Universal Resource Scheduling
- Deploy, configure, and use the Field Service mobile app
- Service customer assets, work offline, and update offline data
- Customize offline configuration, barcode scanning, global search, audit locations, and push notifications
- Get started with Remote Assist: users, roles, and device options
- Make Remote Assist calls for work orders and bookings
- Integrate Remote Assist with Field Service, including HoloLens scenarios
- Explore real-world Field Service business scenarios
- Describe and apply Connected Field Service (IoT-driven service)
- Review scheduling, asset management, and customer asset processes
- Explore Copilot in Field Service for productivity support