Microsoft Dynamics 365 MB-240 Actual Questions

1. 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 SL

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. 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, 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?

13. 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?

14. 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?

15. 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?

16. 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?

17. 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?

18. 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?

19. 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?

20. 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?

21. 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.

22. 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?

23. 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?

24. 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.

25. 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.

26. 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.

27. 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.

28. 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.

29. DRAG DROP

Your company has a requirement to use the out-of-the-box Resource types to categorize Active Bookable Resource types. The company wants to ensure easy Dynamics 365 upgrades as needed.

You need to ensure that you only use the appropriate Resource types.

Which types are available for your use? To answer, drag each description on the left to the appropriate column on the right. Each description 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.

30. You are a Dynamics 365 for Field Service Dispatcher reviewing automatically generated bookings for optimization of the schedule.

You notice that, for certain customers, Work Orders are being generated without service tasks, products, or services, when they should have them documented from the Agreement.

Which two of the following should you troubleshoot? Each correct answer presents part of the solution.

31. DRAG DROP

You are a Dynamics 365 Field Service Administrator Your organization wants to use Incident Types

with Work Orders.

You need to create and configure Incident Types based on the provided scenarios.

Which Incident Type feature should you use with each scenario? To answer, drag the appropriate Incident Type feature to the appropriate scenario. Each feature 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.

32. DRAG DROP

You are a Dynamics 365 for Field Service Administrator.

You are setting up a new Incident Type. There are no service tasks or products created that are related to this incident.

Which seven actions should you perform in sequence to add these services? To answer, move the appropriate actions from the list of actions to the answer area and arrange them in the correct order. NOTE: More than one order of answer choices is correct. You will receive credit for any of the correct orders you select.

33. You are setting up a maintenance agreement for a new customer that will require preventative maintenance visits as well as emergency visits to repair unforeseen equipment failures.

You want to be certain that the price the customer is charged for all maintenance and repairs visits accurately reflects the agreed upon price list. The price of the spare parts used in equipment repairs varies significantly bythe territory where the client is located.

As the work order administrator, you need to ensure that the prices used when generating the invoices for work completed are correct, based on the agreement with the customer and the territory of the customer.

What are three ways that you can accomplish this goal? Each correct answer presents a complete solution.

34. DRAG DROP

You are a Dynamics 365 for Field Service Dispatcher.

You need to use the schedule board to find resources for a work order. The work order can be completed by any resource who has the correct piece of equipment and who is available at 9:00 A.M during a selected week.

Which four steps must you take, in sequence, to successfully implement this capability within the schedule board? To answer, move the appropriate actions from the list of actions to the answer area and arrange them in the correct order.

35. You are a Dynamics 365 for Field Service administrator for a construction company. You need to schedule a work order for a group of resources that will work together for a set number of days, week, or months.

How should you achieve the goal without scheduling the same requirements multiple times manually by using the schedule board (or with the schedule assistant)?

36. DRAG DROP

You work for a digital billboard manufacturing company. When manufacturing is completed, the new digital billboards are shipped to a client site for installation. As the dispatcher for your company, you need to identify and schedule the different resources that are required to complete the installation of the digital billboard.

The installation of a billboard is a complicated process and requires a large team of resources all with different skills. These installations occur frequently, so you want to dispatch the resources for installations as efficiently as possible.

You need to configure multi-resource scheduling.

Which three steps should you perform, in sequence, to enable the multi-resource scheduling? To answer, move the appropriate actions from the list of actions to the answer area and arrange them in the correct order.

37. You are implementing Dynamics 365 for Field Service. Your customer needs to understand how they can schedule the closest possible resource to a work order. The requirement further specifies it could be start of day from the company’s site or during the middle of the day from an existing work order.

You need to provide them with the settings they need to properly configure so the closest resource is found when using the schedule assistant.

What should you suggest?

38. DRAG DROP

You are a Dynamics 365 for Field Service Administrator. You are working with your company’s scheduling team on requirements for a new schedule board view.

The team needs a schedule board view where they only see work orders with a priority of Critical.

Which three steps should you perform, in sequence, to meet their need? To answer, move the appropriate actions from the list of actions to the answer area and arrange them in the correct order.

39. You are a Dynamics 365 for Field Service scheduler using the Schedule Assistant.

You notice the Schedule Assistant always sets the Default Radius to 25 KM. You need to have the schedule assistant Default Radius set to 50 Miles.

Which two options should you choose? Each correct answer presents a complete solution.