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| Topic | Details |
|---|---|
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 |
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