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Course Summary

The Microsoft Dynamics 365 Field Service Functional Consultant (MB-240) course is designed to equip participants with the expertise needed to implement and manage Dynamics 365 Field Service solutions effectively. This comprehensive training covers all aspects of the field service lifecycle, from configuring the application and managing work orders to scheduling resources and integrating with other Dynamics 365 apps.

Participants will learn how to set up and customize Dynamics 365 Field Service to meet business requirements, including managing inventory, defining service agreements, and optimizing resource allocation. The course also delves into the use of IoT (Internet of Things) for proactive maintenance and explores advanced scheduling capabilities to enhance field operations.

Hands-on exercises and real-world scenarios provide practical experience in using the system to streamline field service processes, improve efficiency, and deliver exceptional customer service. By the end of the course, participants will be well-prepared to handle the complexities of field service management and contribute to the successful deployment and operation of Dynamics 365 Field Service within their organizations.

Configure field service applications:
• Define and configure core Field Service components
• Define and configure key required security roles
• Configure territories, postal codes, and organizational units
• Configure characteristics and proficiency models
• Implement resource roles and categories
• Modify default Field Service settings
• Configure trades and trade coverages
• Configure product and service pricing
• Define required product and service types
• Configure minimum charge amounts and durations
• Determine how pricing rules affect the price that is applied to a product on a work order
• Associate products and services with price lists
• Configure bookable resources
• Manage bookable resources
• Configure geocoding
• Define start and end locations for resources
• Configure pay types and rates
• Configure working hours and working hour templates
• Manage time off requests
• Enable technician time tracking
• Configure certifications and insurances
• Configure facilities and equipment
• Configure scheduling of multiple resources
• Determine the types of resources required
• Define Requirement groups and Requirement group templates
• Set up resource pools and crews
• Schedule and visualize multiple resources on the schedule board
• Integrate other tools with Field Service
Implement Dynamics 365 Remote Assist for use with Field Service
• Set up and use Dynamics 365 Remote Assist one-time call
• Use Guides with work orders

Manage work orders:
• Configure the work order lifecycle
• Configure work order types and work order resolutions
• Configure booking status and work order status values
• Configure capabilities for billing accounts, service accounts, and functional locations
• Configure billing and service accounts
• Create and manage work orders
• Create a work order
• Add status and sub-status information to a work order
• Organize work orders and resources by geography
• Associate a work order with a price list, service-level agreement, and entitlement
• Close a work order, including attaching a work order resolution
• Collaborate on work orders by using Microsoft Teams chat
• Manage work order costs based on not-to-exceed values
• Create a work order by using Copilot in Microsoft Outlook
• Manage incidents
• Configure incident types and suggestions
• 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 work orders
• Configure booking preferences
• Configure agreement invoicing
• Create entitlements for agreements
• Manage inspections
• Create inspections
• Associate inspections with work orders and customer assets
• Create inspection templates
• Run reports on inspections
• Configure advanced options for inspections

Schedule and dispatch work orders
• Manage scheduling options
• Schedule work orders by using the schedule board and schedule assistant
• Determine when to use each scheduling option
• Configure fulfillment preferences
• Configure quick scheduling (“quick book“)
• Schedule a work order in the Field Service app for Outlook
• Configure resource requirements for multi-day scheduling
• 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
• Manage schedule boards
• Configure schedule boards, including customizing views
• Customize a schedule board
• Configure booking rules
• Implement the schedule assistant
• Apply constraints to resource queries
• Filter data
• Troubleshoot the schedule assistant
• Configure Universal Resource Scheduling
• Configure resource requirements in scheduling
• Enable scheduling for a table
• Configure geocoding for a custom table
• Manage work hours calendar for requirements
• Configure booking timestamps, booking journals, and actuals

Manage the Field Service mobile app:
• Deliver work orders by using the mobile app
• Complete work orders, including tasks, booking statuses, follow-up work orders, signatures, images, and Field Service technician reports
• Service and maintain customer assets, including IoT devices
• Perform inspections, including adding ad hoc inspections
• Manage working offline
• Perform time entry
• Launch related apps, including Dynamics 365 Remote Assist and Guides
• Set up the mobile app
• Configure security roles
• Customize the mobile app including forms, views, pages, and navigation
• Enable and configure location tracking and geofencing
• Configure offline profiles and synchronization features
• Configure push notifications
• Configure barcode features
• Deploy the mobile app

Manage inventory and purchasing by using the built-in inventory management system:
• Manage inventory and warehouses
• Set up inventory and warehouses
• View product inventory
• Adjust inventory levels
• Transfer inventory between warehouses
• Manually update inventory by using inventory journals
• Manage purchasing and product returns
• Create purchase orders
• Create a list of receivable products for a purchase order
• Determine product return options
• Create return merchandise authorizations
• Create return to vendor transactions
• Finalize returns

Manage Connected Field Service and customer assets:
• Implement Connected Field Service
• Identify use cases for Connected Field Service
• Register and associate IoT devices
• Configure security roles for Connected Field Service
• Manage devices
• Configure customer assets
• Create and manage customer assets
• Configure products to enable automatic creation of customer assets
• Associate work orders with customer assets
• Create child assets
• Configure 3D asset models
• Define functional locations

Implement Microsoft Power Platform:
• Configure model-driven apps
• Create and configure forms
• Create and configure views
• Configure navigation
• Create custom apps and automations
• Create task-specific canvas apps and custom pages
• Embed apps in Field Service
• Use custom Power Automate cloud flows to automate tasks and enhance Field Service
• Configure Microsoft Power Pages
• Configure the Field Service customer experience portal
• Configure self-service scheduling
• Configure pre-built Power Automate flows
• Configure Track my technician settings

You are expected to have a basic understanding of Dynamics 365 and its functionalities.

Configure field service applications (20–25%) Manage work orders (20–25%) Schedule and dispatch work orders (25–30%) Manage the Field Service mobile app (5–10%) Manage inventory and purchasing by using the built-in inventory management system (5–10%) Manage Connected Field Service and customer assets (5–10%) Implement Microsoft Power Platform (5–10%)

Following your booking, a confirmation message will be sent to all participants, ensuring you're well-informed of your successful enrollment. Calendar placeholders will also be dispatched to assist you in scheduling your commitments around the course. Rest assured, all course materials and access to necessary labs or platforms will be provided no later than one week before the course begins, allowing you ample time to prepare and engage fully with the learning experience ahead.

Our comprehensive training package includes all the necessary materials and resources to facilitate a full learning experience. Enrollees will be provided with detailed course content, encompassing a wide array of topics to ensure a thorough understanding of the subject matter. Additionally, participants will receive a certificate of completion to recognize their dedication and hard work. It's important to note that while the course fee covers all training materials and experiences, the examination fee for certification is not included but can be purchased separately.
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