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Microsoft MB-240 : Microsoft Dynamics 365 for Field Service Exam

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Test Number : MB-240
Test Name : Microsoft Dynamics 365 for Field Service
Vendor Name : Microsoft
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MB-240 test Format | MB-240 Course Contents | MB-240 Course Outline | MB-240 test Syllabus | MB-240 test Objectives


Candidates for this test are Microsoft Dynamics 365 Customer Engagement functional consultants with Field Service expertise. Candidates are responsible for implementing solutions that manage resources that complete the field service lifecycle.

Candidates implement the field service processes designed in collaboration with internal and external teams. This collaboration includes configuring the default administration areas of the Field Service application, deploying the Connected Field Service (IoT) solution and the mobile application, and implementing any additional needed customizations. Candidates are responsible for the configuration and deployment of the Field Service application in conjunction with the core customer service application.

Candidates must have knowledge of how to configure and customize components of the Field Service application, including configuring services, resources, characteristics, incidents, inventory integration, service agreements, resource scheduling, work orders, service tasks, field service user roles, field service settings, the Connected Field Service (IoT) solution, and configuration of the Field Service Mobile app.

Configure field service applications (20-25%)
Manage work orders (15-20%)
Schedule and dispatch work orders (20-25%)
Manage field service mobility (10-15%)
Manage inventory and purchasing (10-15%)
Manage assets and agreements (10-15%)

Configure field service applications (20-25%)
Configure general settings
=> determine and configure field service security roles
=> determine and configure resource scheduling options
=> identify and configure field service entities
=> determine and configure product and service categories
=> configure territories, postal codes and organizational units
=> determine and configure skill types
=> configure characteristics and skills
=> configure proficiency models
=> implement resource roles and categories
=> set defaults for work orders, bookings, the schedule board, and agreements
Configure product and service pricing
=> create a product or service
=> configure minimum charge amount and duration
=> 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
=> set up price list validity dates
Configure bookable resources
=> manage bookable resources
=> enable mapping functionality
=> configure geocoding
=> define start and end locations for resources
=> define work hours for resources
=> set up bookable resource categories, characteristics, and resource pay types
=> set up bookable resource territories
=> set up resource pools and crews
Integrate other tools with Field Service
=> determine uses for Remote Assist
=> benefits of using Resource Scheduling Optimization
=> benefits of Connected Field Service
=> using Push Notifications on the mobile app

Manage work orders (15-20%)
Describe the work order lifecycle
=> configure work orders, work order types, and priority
=> configure work order lifecycle stages
=> configure booking status and work order status values
=> configure uses and capabilities for billing accounts, service accounts, and sub-accounts
Create and manage work orders
=> create a work order from an incident or an opportunity
=> add status and sub-status information to a work order
=> organize work orders and resources by geography
=> associate a work order and a price list
=> identify processes to close a work order
Manage incidents
=> configure incident types
=> configure service task types
=> add service tasks, products, and services
=> configure Requirement Groups
=> attach Guides to Service Tasks

Schedule and dispatch work orders (20-25%)
Manage scheduling options
=> schedule work orders using Schedule Board and Schedule Assistant
=> determine when to use each scheduling option
=> enable scheduling board geocoding
=> manually schedule work orders
=> reassign and reschedule work orders
=> move incomplete work orders
=> understand resource utilization
Implement the Schedule Board
=> identify features and uses for Booking Requirements view
=> implement the integrated map feature
=> create additional schedule boards
=> configure schedule boards
=> customize the schedule board
=> define booking rules
=> facility Scheduling
Implement the Schedule Assistant
=> apply constraints to resource queries
=> filter data
=> specify a search radius
Configure Resource Scheduling Optimization (RSO)
=> create optimizing profiles
=> define objectives and constraints
=> configure optimization of resources
=> geocoding for travel time
Configure Universal Resource Scheduling
=> determine Universal Resource Scheduling use scenarios
=> components of Universal Resource Scheduling
=> configure URS for field service
=> fields passed from work order to requirements
=> create requirement views
=> configure an entity to be schedulable

Manage field service mobility (10-15%)
Install and configure the mobile app
=> configure actions that field agents can perform
=> configure the mobile app
=> configure display customizations
=> assign security roles
=> administer connected devices
=> integrate with Dynamics 365 Guides
=> add Guides to HoloLens app
Manage mobile projects
=> identify project artifacts that can be modified or edited
=> modify configuration settings
=> publish a mobile project
=> Mobile Device Management, security and synchronization

Manage inventory and purchasing (10-15%)
Manage inventory
=> set up inventory and warehouses
=> view product inventory
=> adjust inventory levels
=> transfer inventory
=> determine when to integrate inventory with Enterprise Resource Planning application
Manage purchasing and product returns
=> determine the purchase order process
=> create purchase orders
=> create a list of receivable products for a purchase order
=> determine product return options
=> create return merchandise authorizations (RMAs) and return to vendor (RTV)
=> finalize returns

Manage assets and agreements (10-15%)
Create and manage agreements
=> determine when to use agreements
=> define and configure agreement preferences and settings
=> configure automatic generation of bookings
=> configure automatic generation of invoices
=> define Service Level Agreements (SLAs)
=> enable SLAs
=> add an SLA to a Work Order
=> using Entitlements
Manage customer assets
=> create and register customer assets
=> configure products to auto-create customer assets
=> associate work orders with customer assets
=> create child assets
=> determine opportunities for Internet of Things (IoT)
=> configure Connected Field Service
=> manage IoT devices



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Microsoft PDF Questions

Microsoft teams: This new feature may aid deliver an conclusion to a different huge company headache | MB-240 Study Guide and braindumps

Dynamics 365 customer guide is getting a true omnichannel device, due to a voice channel built on Azure communication functions.

The infrastructure at the back of groups has stood up smartly to increased use all over the pandemic: Microsoft was in a position to scale capability by means of 60 instances over seven weeks as use extended, and it be now delivering greater than five billion assembly minutes a day.

truly, it's so mighty and attainable that Microsoft is now making it purchasable to builders as Azure communication capabilities, a voice, video, chat and SMS platform that builders can use by way of APIs. Microsoft all started developing this earlier than the COVID-19 lockdown in March, however the pandemic has introduced impetus to the development, which fits into public preview with an SDK at Ignite.

SEE: Video teleconferencing do's and don'ts (free PDF) (TechRepublic)

Dynamics 365 is the usage of Azure verbal exchange functions to add voice calls to the omnichannel aspects in the Dynamics 365 consumer carrier utility.

That could eventually bring one of the crucial promises of unified communications -- that if you happen to get in touch with an organization, they be aware of who you're. if you demand guide, an omnichannel device should be capable of exhibit the agent you speak to what you ordered online, what you mentioned to the business on Twitter, the survey you stuffed in on their website, the electronic mail you sent and the undeniable fact that you are an extended-time member of their loyalty program, in order that you don't have to repeat all of that anytime you seek advice from them.

"regardless of what channel the conversation takes vicinity on, the agent adventure is going to be constant and linked. [Customer support] brokers can get hold of the entire context of the call and the consumer interactions that they've had across all the channels and that is going to outcomes in personalised experiences," Brenda Bown, prevalent supervisor of company functions at Microsoft, informed TechRepublic. "We really trust that it's going to provide a greater reputable absolutely related and secure and relaxed client adventure."

definitely, Microsoft is so assured that it's relocating all Microsoft client carrier and aid over to the Dynamics carrier. in a similar fashion, Microsoft tested the MSR (Microsoft analysis) prototype that grew to be the Dynamics chatbot help service -- that may reply basic questions and hand extra advanced requests off to a human agent -- by using it for consumer help, before featuring it as a provider to companies like HP.

dynamics-acs-microsoft-support.jpg

dynamics-acs-microsoft-support.jpg

Microsoft customer aid will use the voice integration to make brokers more helpful on calls.

graphic: Microsoft

built-in from billing to statistics

consumer carrier isn't simply fine to have, Bown features out. "consumer provider is likely one of the most critical factors selecting a firm's success today. an excellent experience absolutely leads to greater concepts and accelerated conversion, and a poor journey -- no rely how small that poor event is -- leads to customer dissatisfaction: they in reality stop buying your goods and functions altogether."

youngsters purchasers seek advice from organizations on social media and in text messages and electronic mail, about eighty% of customer provider interactions are nevertheless voice calls. "however all these voice calls are commonly disconnected from the core company information in the client service platform," says Bown.

The attraction of including voice to Dynamics 365 client provider is that it be much less demanding to set up than voice services from a telco -- and even using developer telephony APIs from Microsoft or an alternative like Twilio -- because voice calls are now statistics on the equal device. 

Bown calls it a 'one stop store': "The setup and admin adventure is going to be approach more seamless than any of their competitors. It may also be adopted and deployed in only a couple of steps, and we're very assured that no other seller can convey that. organizations are going to be in a position to always manipulate all the solutions with one setup and with one admin adventure. The IT folks that continually have the challenge of bringing all these channels together... we're solving that for them.

"customarily, consumer-carrier businesses manually combine loads of standalone telephony and CRM options that outcomes in lots of fragmented experiences in your agents and consumers throughout a lot of engagement channels," Bown provides. That capacity distinct contracts to negotiate and control, complicated setup and integration strategies, whereas scaling out to more lines or extra territories can mean doing the identical integration work again and again once more; troubleshooting will also be more advanced as neatly. 

but when voice calls aren't kept and analysed in the identical platform as other customer provider interactions, it additionally creates facts silos. This capability you're dropping out on insights covering eighty% of client interactions and agent performance.

"Now, we're able to song developments across the entire channels so you can without delay identify factors to enrich that normal client experience, accessing insights and consumer interactions," says Bown.

dynamics-acs-metrics.jpg

dynamics-acs-metrics.jpg

See metrics and insights for voice calls as well as chat.

photo: Microsoft

That contains the usage of AI to analyse calls and make reside techniques to agents to help repair a problem sooner, using sentiment analysis and knowledgebase article strategies, as well as name transcription that makes the content of the dialog purchasable for monitoring traits (or referring back to).

which you can additionally use vigour digital agents that you have already developed to reply questions and hand off conversations to live agents in chat channels, in voice calls as smartly. That offers you clever routing for voice, with automatic call distribution that sends a name to probably the most proper agent, and potential management for a name centre.

Voice calls can be beneficial in different Dynamics purposes for container provider and far flung information. for instance, before the pandemic Mercedes Benz had began a pilot with Dynamics 365 and HoloLens for far flung vehicle renovation. Now it has rolled that out in construction as a way for purchasers to phone in and speak to the grownup engaged on their motor vehicle. "The technician can demonstrate them exactly what's occurring in the storage the place they are actually attending their car, whereas they're at domestic or in the dealership ready room," Bown says.

dynamics-acs-mercedes.jpg

dynamics-acs-mercedes.jpg

Mercedes Benz uses Dynamics to let purchasers speak to the mechanic working on their automobile.

photograph: Microsoft

starting with US English

despite the fact the Azure conversation provider preview is beginning automatically, the voice elements in Dynamics 365 consumer carrier will come as a part of the subsequent release of Dynamics, and they will be purchasable in a confined preview beginning in October, within the US, Canada and Puerto Rico. When the utility reaches conventional availability in the first half of 2021 (possible within the spring, according to old Dynamics releases), so that you can include extra regions as neatly. youngsters, it may be restrained to areas which have both Dynamics 365 client provider and Azure conversation service, and there isn't yet a vicinity listing covering the latter.

The precise-time AI aid (for skills articles, cases and conversations) during the confined preview will also be confined to English content only, and you've got to have the bottom language to your company set to English. again, more languages should be supported when the application is frequently accessible.

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