A quick study guide to the latest Dynamics for Customer and Field Service exams

Earlier this year, I took several exams that allowed me to receive the MCSA and MCSE badges for Business Applications (Dynamics). However, these will retire on December 31, 2019 and will no longer be attainable. To replace them, Microsoft released a brand new set of Dynamics certification exams that are role and level based. As a result, I set off to acquire the following badges:

  • Microsoft Certified: Dynamics 365 for Customer Service Functional Consultant Associate
  • Microsoft Certified: Dynamics 365 for Field Service Functional Consultant Associate

These two certifications are attainable by passing the following exams: MB-200 (Customer Engagement), MB-230 (Customer Service), and MB-240 (Field Service).

In general, the questions pull directly from the Microsoft official documentation, some even word-for-word. Going through the documentation in conjunction with the step-by-step tutorials on Microsoft learn is enough to prepare you. It also helps to spin up a trial instance of D365 to play with as well.

I passed the MB-240 today, so I’ve compiled a list of quick notes for many of the topics covered in MB-240, as well as general knowledge about Dynamics for Field Service.

Field Service

Configure field service applications

Configure general settings

  • There are 4 security roles with Field Service: Administrator, App Access and Resource, Dispatcher, and Inventory Purchase
  • Territories associated with Work Orders, Accounts, and Resources
  • Postal codes are associated with territories

Configure product and service pricing

  • Products have 4 types: inventory, non-inventory, and services
  • Price lists are found on Accounts, Work Orders, Agreements, and Product/Service records
  • If a product has a different price list than work order, the work order’s price list is used
  • If an item is not on the work order’s price list, the price will be from product’s price list
  • Price lists can be associated with territories
  • Must specify start/end dates

Configure bookable resources

  • Can be Generic, Contact, User, Equipment, Account, Crew, Facility, Pool
  • A resource must have (1) Start Location, (2) End Location, and (3) Organizational Unit filled out on the scheduling tab
  • Locations for resource can be (1) Org Unit Address, (2) Resource Address, or (3) Location Agnostic
  • Locations MUST have valid latitude/longitude
  • Start/End location for a facility MUST be set to Organiational Unit Address
  • A resource must have working hours and time zones to be displayed
  • Resource Skills, or Characteristics, can be one of two types: (1) Skill or (2) Certification
  • A Crew is a group of people that can be scheduled together for work items
  • When a crew is scheduled, all members within the crew are scheduled
  • A Pool is a pool of qualified resources that can be assigned to without determining exact person to perform work
  • A resource can only be associated with on crew/pool at a time

Integrate other tools with Field Service

  • Connected Field Service (CFS) is an add-on that connects Azure IoT to business actions
  • By default CFS/Azure IoT deployed via Azure Logic Apps for registration/alerting and Azure Stream Analytics for anomaly detection
  • Can use CFS to remotely monitor and service customer equipment once registered
  • Can use CFS to trigger alert when certain triggers are met
  • Can use CFS to automate reactions to alerts to reduce # of field technicians
  • Integration with 3rd party Twilio for SMS
  • Integration with 3rd party Glimpse allows real-time ETA/location of technician
  • Famil

Manage work orders

Describe the work order lifecycle

  • Work Order Creation > Schedule > Dispatch > Service > Review/Approval > Invoice & Inventory Adjustments
  • Service Account = critical record and must be specified on all work orders
  • Define the related Billing Account for a Service Account on the Service Acccount account record
  • OOTB Booking statuses = Scheduled, Travelling, In Progress, On Break, Complete

Create and manage work orders

  • Main ways of creating, (1) Manually, (2) Convert from Opportunity, (3) Convert from Case
  • Highly recommended NOT to change the default system statuses for work order - customize substatus instead

Manage incidents

  • Add Incident Type Products, Incident Type Services, and Incident Type Service Tasks to the Incident Type
  • Products, services, and service tasks are automatically added to the Work Order based on the provided Incident Type
  • Need to set Copy Incident Items to Agreement to Yes for automation to work
  • Need Incident Type to convert Case to Work Order
  • Can also add Incident Types to Agreements so that work orders created by agreements will populate items on the Incident Type
  • Any automatically added items from an incident can be removed
  • Single work order can have multiple incidents
  • If Incident Type needs to be completed by multiple resources, use a Requirement Group Template

Schedule and dispatch work orders

Implement the Schedule Board/Assistant

  • Enable entity for scheduling in Administration by adding Booking/Requirement Relationships and updating *Booking Setup Metadata
  • DRIP SCHEDULING controls how many booking scan appaer on the mobile app at once
  • By default, URS is not conneted to a map
  • Connect to mapping provider by setting Connect to Maps to Yes in Scheduling Parameters
  • Can manually schedule via the schedule board
  • Can semiautomatically schedule via suggestions from schedulign assistant
  • Can automatically schedule using resource scheduling optimization (RSO)
  • Can schedule via drag-and-drop or find availability on requirements panel or map view
  • Can schedule via directly dragging a time slot onto the calendar
  • Can schedule from the create resource booking panel via schedule assistant
  • Can schedule directly from work order via Book button
  • Start/end locations MUST be defined on a resource record for it to show up on schedule assistant
  • Can create new tabs on the schedule board only visible to user but can be shared

Configure RSO

  • Add-on to D365 Field Service, deployed via Admin center
  • Not enabled by default so must be turned on via Resource Scheduling Optimization app or Universal Resource Scheduling App
  • Maps must be enabled
  • Any resource to be optimized must be enabled by setting Optimize Schedule to Yes
  • Any resource to be optimized must have valid latitude/longitude
  • Any requirements to be optimized muts be enabled by setting Default Scheduling Method to Optimize
  • Existing requirement records must be manually set in Booking Setup Metadata
  • Booking Statuses must be set to Optimize, otherwise there is Do Not Move or Ignore
  • The Optimization Goal determines how the RSO should optimize and are made up of Objectives and Constraints
  • An Objective defines what you are trying to achieve, e.g. maxmimize total working hours
  • A Goal defines what is to be considered to meet objective, e.g. restricted resources
  • Each goal has an effort level (very light, light, moderate, intense, very intense) that increases RSO completion time with greater effort
  • Multiple objectives/constraints can be defined for a goal; however, only objectives are ordered

Configure URS

  • The Fullfillment Preferences entity can customize how schedule assistant results are displayed
  • Can customize intervals and time groups
  • Fullfillment Preferences must be attached to a requirement record
  • A Resource Requirement Group groups multiple requirements for scheduling (order matters)
  • A Requirement Group Template defines items needed for a requirement group; (1) Create a template, (2) Associate an Incident Type to the template, (3) Add incident type to the Work Order, (4) Book the Work Order
  • Split View can be used when working with resource pools/crews
  • By default, requirements panel is not configured to display requirement groups

Manage field service mobility

Install and confiure mobile app

  1. Download the Wordford solution
  2. Import the Woodford solution to D365 for Field Service instance
  3. Download the editor.
  4. Download the Field Service mobile project template.
  5. Import the template.
  6. Assign security roles to the project.
  7. Publish the project.
  8. Download the mobile client to devices.
  9. Connect the client to the D365 instance.

Manage mobile projects

  • Full sync is performed for first time and follows sync filters
  • Incremental sync downloads all records created/updated since last sync based on sync filters
  • Can configure when to sync
  • Can configure sync filters
  • Can configure max # of records synced
  • Can configure entity sync as (1) Online and Offline, or (2) Online only
  • When adding a new field to a mobile form, need to consider multiple locations to configure: (1) D365 entity, (2) Woodford entity, (3) View or form in Woodford
  • Form rules can be trigger by OnLoad, OnChange, or OnSave
  • Can create custom commands
  • Can include GEOFENCING to set a permieter around a certain area to trigger an automation when the line is crossed for example

Manage inventory and purchasing

Manage inventory

  • The Product Inventory record for a Warehouse stores the inventory levels
  • Inventories store quantity in (1) On Order, (2) Allocated, (3) On Hand, and (4) Available
  • Inventories can be adjusted via an (1) Inventory Adjustment or (2) Inventory Trasnfer
  • Adjustments/transfers must specifyc Product, Unit, and Quantity (in that order)
  • A single Adjustment/Transfer record can contain multiple product transfers/adjustments

Manage purchasing and product returns

  • PURCHASE ORDER (1) Add Products, (2) Obtain approval, (3) Create a Purchase Order Receipt, (4) Add Purchase Order Receipt Products, (5) Create Purchase Order Bill
  • RETURNS (1) Create RMA, (2) Add RMA PRroducts, (3) Approve, (4) Create RMA Receipt, (5) Add RMA Receipt Products, (6) Optionally create RTV

Manage assets and agreements

Create and and manage agreements

  • Great when you want to create work orders, bookings, or invoices on a repeatable schedule
  • Can configure Start/End Date, Duration, System Status
  • Must define a Recurrence Pattern
  • (1) Create Agreement, (2) Create Agreement Booking Setup, (3) Add Agreement Incidents, Products, Services, Service Tasks, (4) Activate, (5) Agreement Booking Dates will be created

Manage customer asssets

  • Can have hierarchical relationships
  • Can have sub-assets
  • Can be registered as an IoT device