MB-240T00 Microsoft Dynamics 365 Field Service

One of the main advantages to Dynamics 365 Field Service is the ability to configure it based on your organization needs. Configuration options might include Identifying key configuration considerations, defining products and services, and other related factors and the defining the necessary Work Order Types, substatuses, service territories, and account configuration that will support the desired Functionality.

Lessons

• Key Field Service configuration considerations
• Define Field Service products and services
• Work with work order types, territories, and status settings
• Resolutions
• Define incident and service task types
• Define account preferences
• Exercise – Configure Field Service settings
• Check your knowledge
• Summary

You will be able to:

• Identify key service configuration considerations
• Users and security roles
• Define work order types, statuses and sub statuses
• Define incident and service task types
• Define Field Service products, services, and pricing options
• Define service territories
• Configure Field Service account preferences

This module focuses on how bookable resources are used in universal resource scheduling. We also cover configuring resources, working with bookable resources, setup of supporting components such as characteristics and roles, and working with facilities, crews, and resource pools.

Lessons

• Overview of bookable resources
• Setup and configuration
• Define bookable resources
• Work with crews, facilities, and pools
• Configure entities for URS
• Check your knowledge
• Summary

You will be able to:

• Identify the different types of resources available
• Define supporting resource components such as characteristics, roles, and organizational units
• Set up an individual bookable resource
• Geocode resources, starting and ending locations, and viewing in the map
• Define pools, crews, and facilities

Handle more advanced scheduling options that might involve multiple resources, or specific facilities. Use resource pooling to provide place holders for scheduling groups of resources. Schedule crews to work on specific items. Schedule specific facilities that might be used to help deliver a specific service

Lessons

• Schedule multiple resources and facilities
• Define resources
• Work with fulfillment preferences
• Work with requirement groups
• Crew facility resource pool scheduling
• Exercise – Schedule multiple resources
• Check your knowledge
• Summary

You will be able to:

• Define and use resource pools in scheduling scenarios
• Use the facility scheduling feature to book specific facilities for work
• Define and schedule crews using the schedule board

Use agreements to help creating Work Orders on a predefined schedule such as in preventative maintenance scenarios. Additionally, by using inventory, they can more effectively manage inventory levels at warehouses and ensure that technicians have what they need to deliver services to their customer while in the field. Dynamics 365 has several foundational elements that can be configured to better tailor a Field Service implementation to meet the desired needs of an organization.

Lessons

• Overview of the Field Service work order lifecycle
• Create and define work orders
• Work with work order-related records
• Work with incidents
• Scheduling considerations
• Work with inventory and warehouses
• Customer assets
• Check your knowledge
• Summary

You will be able to:

• Identify the work order lifecycle
• Identify the different options available for creating work orders
• Use related records such as service accounts, incidents, products and services, and other items with work orders
• Apply entitlements
• Create and manage agreements
• Create and manage service level agreements (SLAs) for work orders
• Define and manage inventory and warehouses

Define and create incident types to use as templates when you are creating work orders in Dynamics 365 Field Service.

Lessons

• Introduction
• Define incident types
• Create incident types
• Use incident types
• Check your knowledge
• Summary

You will be able to:

• Learn about the purpose of incident types in Dynamics 365 Field Service.
• Learn how to create incident types.
• Create service tasks and use them in an incident type.
• Add products and services to an incident type.
• Define the duration of an incident type.
• Use incident types on work order

Learn how to create and perform inspections in Dynamics 365 Field Service.

Lessons

• Introduction
• Create inspections
• Associate inspections
• Perform inspections
• Check your knowledge
• Summary

You will be able to:

• Learn about the purpose of inspections in Dynamics 365 Field Service.
• Learn how to create inspections.
• Associate inspections with work orders and customer assets.
• Perform inspections by using the Field Service mobile app.

Dispatchers and schedulers need to easily identify and schedule resources to work on jobs. They should be able to identify which scheduling method is best based on the scenario that they’re trying to schedule. When scenarios arise that require assistance, dispatchers can use the schedule assistant. The assistant provides recommendations based on requirements that you define for the job. Many times, you need to reschedule items or assign them to a different resource. With Dynamics 365, schedule board dispatchers can easily identify which items need to be rescheduled and either reschedule them or rebook them to a different resource.

Lessons

• Overview of scheduling capabilities
• Overview of the schedule board
• Schedule and reschedule
• Reschedule and move items
• Check your knowledge
• Summary

You will be able to:

• Identify scenarios where the different field service scheduling options could be used
• Navigate, filter, and modify basic schedule board settings
• Manually schedule and reschedule items on the schedule board
• Use the resource availability search (schedule assistant) to schedule items on the schedule board

Tailoring the schedule board for easier scheduling is made possible with multiple schedule boards, views, and schedule board options. We’ll look at how we configure the filters, queries, and entities for use with the schedule board

Lessons

• Work with multiple schedule boards
• Schedule Board options
• Design and use views with the Schedule Board
• Configure schedule board filter queries
• Exercise – Customize the Schedule Board
• Check your knowledge
• Summary

You will be able to:

• Define each pane in schedule board
• Edit schedule board views and tooltips
• Edit map pane
• Schedule board alerts
• Extend schedule board with JavaScript and HTM

Learn how to setup and deploy Resource Scheduling Optimization in this module. Topics include configuration options, defining optimization goals and scope as well as optimizing schedules.

Lessons

• Resource Scheduling Optimization overview
• Setup and deployment options
• RSO configuration options
• Define optimization goals
• Define optimization scopes
• Define optimization schedules
• Check your knowledge
• Summary

You will be able to:

• Set up and deploy Resource Scheduling Optimization.
• Learn about the configuration options and define optimization goals, scopes, and schedules.

Dynamics 365 Field Service Mobile application is built on Microsoft Power Platform and provides tools that help frontline workers serve customers in the field. While working in the field, they can access important information such as work orders, customer asset lists, accounts, and contacts

Lessons

• Introduction
• Deploy the mobile application
• Work with the mobile application
• Service customer assets
• Work offline and update offline data
• More mobile application capabilities
• Check your knowledge
• Summary

You will be able to:

• Learn how to deploy and use the mobile application.
• Learn about Service assets.
• Use online and offline data.

Learn how to customize and configure the Dynamics 365 Field Service Mobile application forms, views, and site map.

Lessons

• Introduction
• Edit the mobile application
• Offline configuration
• Barcode scanning and global search
• Audit locations
• Configure push notifications
• Check your knowledge
• Summary

You will be able to:

• Customize and edit the mobile application.
• Configure offline data and barcodes.
• Enable location tracking and push notifications.

Organizations that use Dynamics 365 Field Service to manage work orders can also enable their technicians to make remote assist calls in context of work orders.

Lessons

• Introduction
• Application setup and user configuration
• Make Remote Assist calls for Field Service work orders
• Make Remote Assist calls
• Use Field Service bookings on a HoloLens device
• Check your knowledge
• Summary

You will be able to:

• A Microsoft Azure tenant with a Dynamics 365 subscription and a Dynamics 365 Remote Assist subscription
• Admin access to add or update the Dynamics 365 tenant instance
• Dynamics 365 Field Service App installed

Learn how to create and associate customer assets with work orders in Dynamics 365 Field Service.

Lessons

• Introduction
• Create customer assets
• Associate customer assets
• Set up customer asset hierarchies
• Use functional locations
• Check your knowledge
• Summary

You will be able to:

• Discover the purpose of customer assets in Field Service.
• Learn how to create customer assets.
• Learn how to associate customer assets with work orders.
• Learn how to configure customer asset hierarchies.
• Learn how to use functional locations.

Connected Field Service for Dynamics 365 integrates IoT devices with Dynamics 365 for Customer Engagement to help organizations create a proactive approach to servicing customers. It enables the registration, monitoring, and management of these devices into your organization’s established business processes.

Lessons

• Introduction
• Installation and setup
• Configure Connected Field Service
• Device data
• Visualize device readings
• IoT alerts
• Mobile app
• Check your knowledge
• Summary

You will be able to:

• Learn about the installation and setup of Connected Field Service.
• Read device data.
• Set device alerts.
• Learn about using the mobile app.

Learn how to use Microsoft Power Platform to create custom apps for Dynamics 365 Field Service.

Lessons

• Introduction
• Create apps from Power Apps
• Deploy the customer experiences portal
• Customize Dynamics 365 Field Service
• Universal Resource Scheduling
• Set up and customize schedule boards
• Check your knowledge
• Summary

You will be able to:

• Learn how to use Microsoft Power Platform to customize Dynamics 365 Field Service.
• Learn how to create Microsoft Power Apps applications for Dynamics 365 Field Service.
• Learn how to deploy the customer experiences homepages portal for Field Service.
• Discover how to customize Field Service.
• Learn how to set up and customize schedule boards.
• Learn how to enable a custom table for scheduling.

Learn how to request and gather customer feedback by using Dynamics 365 Customer Voice.

Lessons

• Introduction
• Create a project by using the support template
• Customize email templates with survey variables
• Configure Power Automate to send surveys after a case is resolved
• Create surveys for omnichannel surveys and satisfaction metrics
• Set up post chat surveys
• Exercise – Customize email templates with survey variables
• Check your knowledge
• Summary

You will be able to:

• Learn how to improve relationships with your customers by reviewing feedback data.
• Learn how to use templates in Customer Voice to create projects, surveys, and emails.
• Discover how to collect feedback by using Microsoft Power Automate, Omnichannel for Customer Service, and Customer Service Insights.
• Find out how to use Customer Voice to understand your clients’ needs and requirements.