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Microsoft MB-240 Exam Syllabus Topics:

TopicDetails

Configure field service applications (15-20%)

Configure settings- define and configure key required security roles
- define and configure resource required scheduling options
- define required entities
- customize entities to meet requirements
- configure territories, postal codes, and organizational units
- determine and configure required skill types
- configure characteristics and skills
- configure proficiency models
- implement resource roles and categories
- enable schedule board geocoding
- configure technician time tracking
Configure product and service pricing- define required product and service types
- configure minimum charge amounts and durations
- 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- manage bookable resources
- enable mapping functionality
- configure geocoding
- define start and end locations for resources
- determine the types of addresses to use
- configure pay types and rates
- configure working hours and working hour templates
- manage time off requests
- describe use cases for resource pools, crews, and resource groups
- define resource groups and resource group templates
- set up resource pools and crews
- configure technician location tracking
Integrate other tools with Field Service- use Power Automate flows to automate tasks and enhance Dynamics 365 Field Service
- describe use cases for collecting customer feedback by using Dynamics 365 Customer Voice
- implement Dynamics 365 Remote Assist for use with Dynamics 365 Field Service
- configure and use Remote Assist one-time call
- use Guides with work orders
- integrate with Dynamics 365 Supply Chain Management

Manage work orders (15-20%)

Describe the work order lifecycle- configure work orders
- configure work order lifecycle stages
- configure booking status and work order status values
- configure uses and capabilities for billing accounts, service accounts, and functional locations
- understand the key work order summary metrics on the Field Service Insights Dashboard
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 required to close a work order
- close a work order
- use key field service metrics dashboard
- configure asset hierarchy and location on a work order
- configure and add work order resolutions
Manage incidents- configure incident types
- assign requirement group templates to incident types
- add service tasks to incidents
- add products and services to incidents
Create and manage agreements- determine when to use agreements
- define and configure agreement preferences and settings
- configure automatic generation of bookings
- create bookings
- create invoices
- create service-level agreements (SLAs) and entitlements for agreements
Create and use inspections- create inspections
- associate inspections to work orders
- complete inspections through Field Service Mobile
- describe use cases for analyzing results of inspections

Schedule and dispatch work orders (25-30%)

Manage scheduling options- schedule work orders using Schedule Board and Schedule Assistant
- determine when to use each scheduling option
- configure fulfillment preferences
- configure Quick book
- describe use cases for predictive work duration
- describe use cases for predictive travel time
- describe scenarios to modify and use the enhance work hours calendar for requirements
- describe use cases for implementing the technician locator functionality
- describe use cases for implementing travel outside of working hours
- describe use cases for appointment scheduling on Microsoft Outlook
Implement schedule boards- identify features and uses for 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
- configure schedule boards
- customize the schedule board
- describe use cases for travel outside of working hours
Implement the Schedule Assistant- apply constraints to resource queries
- filter data
- specify a search radius
- troubleshoot the Schedule Assistant
Optimize resource scheduling- describe the resource optimization process
- define objectives and constraints
- create optimization profiles
- describe uses for embedded optimizer within the schedule board
Configure Universal Resource Scheduling- describe use cases for Universal Resource Scheduling
- create Power Automate flows to populate data in requirements records
- create requirement views
- enable scheduling for an entity
- restrict booking status values for an entity by using and option set
- configure geocoding for a custom entity
- manage work hours calendar for requirements
- enable Outlook appointment scheduling

Manage field service mobility (10-15%)

Install the mobile application- identify pre-requisites and supported platforms
- install and sign into the Field Service Mobile application
- work offline
- use Dynamics 365 Field Service Mobile app and Connected Field Service
- use Dynamics 365 Field Service Mobile app and Dynamics 365 Remote Assist
Configure the mobile application- configure actions that field agents can perform
- configure steps for Field Service Mobile application
- configure Field Service Mobile application functions for technicians
- configure the Booking and Work Order forms
- configure offline data and sync filters
- customize global search and enable scan to search
- customizing Mobile Offline capabilities
- set up and configure technician push notifications
- use and capture technician time tracking on Dynamics 365 Field Service Mobile app
- set up knowledge articles to work on mobile
- configure knowledge articles for offline

Manage inventory and purchasing (5-10%)

Manage customer assets- configure uses for customer assets
- create and register customer assets
- configure products to enable automatic creation of customer assets
- associate work orders with customer assets
- create child assets
- configure 3D asset models
- use functional locations
- configure asset properties
Manage inventory and warehouses- set up inventory and warehouses
- view product inventory
- adjust inventory levels
- transfer inventory between warehouses
- determine when to integrate inventory with Enterprise Resource Planning application
- manually update inventory by using inventory journals
Manage purchasing and product returns- describe 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)
- finalize returns

Implement Connected Field Service (10-15%)

Describe use cases for Internet of Things (IoT)- identify use cases for IoT
- describe IoT components
- identify user cases for Connected Field Service on Field Service Mobile application
Implement Connected Field Service with IoT Hub- manage IoT devices
- manage security roles for Connected Field Service

Reference: https://www.microsoft.com/en-us/learning/exam-mb-240.aspx

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Languages: English, Japanese

Retirement date: none

This exam measures your ability to accomplish the following technical tasks: configure field service applications; manage work orders; schedule and dispatch work orders; manage field service mobility; manage inventory and purchasing; and implement Connected Field Service.

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