MB-240T00: Microsoft Dynamics 365 Field Service Training

• 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

• 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

• 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

• 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

• 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 orders

• 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

• 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

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

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

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

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

• Launch Remote Assist mobile from a booking
• Review relevant work order information
• Post call information

• 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

• 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 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 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
• Lab: Customize email templates with survey variables

Microsoft 365 Field Service includes various features like resource management, customer billing capabilities, service locations, customer assets, and more.

Key features of Dynamics 365 Field Service include:

• Inventory and Asset Management
• Service Agreements
• Mobile Field Technician App
• Scheduling and Dispatching
• Work Oder Management