MB2-877 Microsoft Dynamics 365 for Field Service Certification Flashcards
Microsoft Dynamics 365 for Field Service Certification
Which of the following items are out of the box capabilities of Dynamics 365 Field Service? (Check all that Apply) Answers: Turn by Turn Directions Resource Optimization Assisted Scheduling Connected Field Service
Which of the following items are out of the box capabilities of Dynamics 365 Field Service? (Check all that Apply) Answers: *Turn by Turn Directions Resource Optimization *Assisted Scheduling Connected Field Service
Skills and Certifications can be added to Resources to assist in scheduling
Answers:
True
False
Skills and Certifications can be added to Resources to assist in scheduling
Answers:
*True
False
Dynamics 365 for Field Service provides the ability to automate communication with customers including e-mails, automated voice messages, and SMS messages.
Answers:
True
False
Dynamics 365 for Field Service provides the ability to automate communication with customers including e-mails, automated voice messages, and SMS messages.
Answers:
*True
False
You have manually created a new Work Order. What is the status of the Bookable Resource Booking associated with the Work Order? Answers: Scheduled Not Applicable Traveling In Progress Completed
You have manually created a new Work Order. What is the status of the Bookable Resource Booking associated with the Work Order? Answers: Scheduled *Not Applicable Traveling In Progress Completed
When a Work is Manually Created, it will be unscheduled. A Bookable Resource Booking is not created until the Work Order has been scheduled either by manually scheduling it on the Schedule board, using the Scheduling Assistant or with Resource Scheduling Optimization.
Reference: Work Order life cycle
When creating a Work Order, which of the following fields is used to define the location (who and where) the technician will actually be performing the specific work for a Work Order? Answers: Billing Account Service Account Resource Booking Service Tasks
When creating a Work Order, which of the following fields is used to define the location (who and where) the technician will actually be performing the specific work for a Work Order? Answers: Billing Account *Service Account Resource Booking Service Tasks
Which of the following Dynamics 365 Entities can you automatically generate a Work Order from out of the box? (Select all that Apply) Answers: Cases Orders Opportunities Service Activities
Which of the following Dynamics 365 Entities can you automatically generate a Work Order from out of the box? (Select all that Apply) Answers: *Cases Orders *Opportunities Service Activities
Which of the following items can be automatically added to a Work Order by using incident types? (Select all that Apply) Answers: Products Services Service Tasks Service Account Bookable Resource Booking
Which of the following items can be automatically added to a Work Order by using incident types? (Select all that Apply) Answers: *Products *Services *Service Tasks Service Account Bookable Resource Booking
Service Tasks can only be populated by attaching an Incident Type to a Work Order, they cannot be manually added to a Work Order.
Answers:
True
False
Service Tasks can only be populated by attaching an Incident Type to a Work Order, they cannot be manually added to a Work Order.
Answers:
True
*False
You have a customer who wants to schedule multiple recurring Service Calls. They have the following requirements: • A “Preventative Maintenance” Work Order generated weekly• A “Monthly Inspection” Work Order generated monthly • A “System Test” Work Order generated quarterly. In addition, once a year an annual compliance check needs to be conducted. Each of the service calls requires a different resource to complete the Work Order. To accomplish this, you would need to create four agreements records.
Answers:
True
False
You have a customer who wants to schedule multiple recurring Service Calls. They have the following requirements: • A “Preventative Maintenance” Work Order generated weekly• A “Monthly Inspection” Work Order generated monthly • A “System Test” Work Order generated quarterly. In addition, once a year an annual compliance check needs to be conducted. Each of the service calls requires a different resource to complete the Work Order. To accomplish this, you would need to create four agreements records.
Answers:
True
*False
You are creating a Price List called “Contract Pricing”. Contract Pricing contains special pricing. This special pricing will be used mainly with service contracts your organization has with customers. You want to ensure that Work Orders are automatically generated at specific intervals, and that they use the Contract Pricing price list. the same Pricing. Answers: On the Agreement On the Account On the Requirement On the Booking
You are creating a Price List called “Contract Pricing”. Contract Pricing contains special pricing. This special pricing will be used mainly with service contracts your organization has with customers. You want to ensure that Work Orders are automatically generated at specific intervals, and that they use the Contract Pricing price list. the same Pricing. Answers: *On the Agreement On the Account On the Requirement On the Booking
You are creating an Agreement for a Service customer. You want to be able to create Work Orders associated with the Agreement. Which of the following statements are true about Creating Bookings using Agreements?
Answers:
Once a Booking Schedule is defined, additional bookings cannot be manually created.
Incident Types can be added to the Booking Schedule used to auto create Work Orders.
Work Orders automatically through the Booking Schedule cannot be edited.
The Agreement must be Activated before Automatic Creation can occur.
You are creating an Agreement for a Service customer. You want to be able to create Work Orders associated with the Agreement. Which of the following statements are true about Creating Bookings using Agreements?
Answers:
Once a Booking Schedule is defined, additional bookings cannot be manually created.
*Incident Types can be added to the Booking Schedule used to auto create Work Orders.
Work Orders automatically through the Booking Schedule cannot be edited.
*The Agreement must be Activated before Automatic Creation can occur.
Products that are attached to a Work Order can be automatically converted to Customer Assets when a Work Order is completed.
Answers:
True
False
Products that are attached to a Work Order can be automatically converted to Customer Assets when a Work Order is completed.
Answers:
*True
False
You can create an Inventory Transfer record to transfer inventory from one Warehouse to multiple warehouses?
Answers:
True
False
You can create an Inventory Transfer record to transfer inventory from one Warehouse to multiple warehouses?
Answers:
True
*False
You have a customer who is looking to return a product that they purchased. Which of the follow options are ways of returning product in Dynamics 365 for Field Service? (Select all that Apply) Answers: Return to warehouse Return to vendor Return to Inventory Change equipment ownership Reallocate Product
You have a customer who is looking to return a product that they purchased. Which of the follow options are ways of returning product in Dynamics 365 for Field Service? (Select all that Apply) Answers: *Return to warehouse *Return to vendor Return to Inventory *Change equipment ownership Reallocate Product
You want to manually schedule a work order using the Scheduling Board. Which of the following ways can a you accomplish this? (Select all that Apply)
Answers:
Drag unscheduled Work Order from list
Right click the Resource and click Schedule a Work Order
Drag unscheduled Work Order from map view
Blocking out a slot on the Schedule Board directly
Select an unscheduled Work Order and choose Schedule this Work Order
You want to manually schedule a work order using the Scheduling Board. Which of the following ways can a you accomplish this? (Select all that Apply)
Answers:
*Drag unscheduled Work Order from list
Right click the Resource and click Schedule a Work Order
*Drag unscheduled Work Order from map view
*Blocking out a slot on the Schedule Board directly
Select an unscheduled Work Order and choose Schedule this Work Order
Out of the box, which of the following interactions can you initiate with a Resource directly from their Resource record on the schedule board? (Select all the Apply) Answers: E-mail SMS Message Instant Message Conversation Phone Call Pre-Recorded Voice Message
Out of the box, which of the following interactions can you initiate with a Resource directly from their Resource record on the schedule board? (Select all the Apply) Answers: *E-mail SMS Message *Instant Message Conversation *Phone Call Pre-Recorded Voice Message
When you are using the Schedule Board directly to schedule resources. You can filter the available resources by several different options. Which of the following filtering options are available from the schedule board? (Select all that Apply) Answers: Business Unit Resource Type Date Territory
When you are using the Schedule Board directly to schedule resources. You can filter the available resources by several different options. Which of the following filtering options are available from the schedule board? (Select all that Apply) Answers: *Business Unit *Resource Type Date *Territory
You are going to be deploying the Dynamics 365 Field Service mobile application for your technicians in the field. Which of the following Security Roles allow access to use the Field Service mobile application? (Select all that Apply) Answers: Field Service – Administrator Field Service – App Access Field Service – Dispatcher Field Service – Inventory Purchase Field Service – Resource
You are going to be deploying the Dynamics 365 Field Service mobile application for your technicians in the field. Which of the following Security Roles allow access to use the Field Service mobile application? (Select all that Apply) Answers: *Field Service – Administrator Field Service – App Access *Field Service – Dispatcher *Field Service – Inventory Purchase *Field Service – Resource
You want to update the Service Tasks that are associated with a Work Order that has been assigned to you using the mobile application. Using the out-of-the-box settings, where in the Field Service Mobile application would you need to navigate to first to view and update the service tasks? (Select all that Apply) Answers: Dashboard Bookings Activities Accounts
You want to update the Service Tasks that are associated with a Work Order that has been assigned to you using the mobile application. Using the out-of-the-box settings, where in the Field Service Mobile application would you need to navigate to first to view and update the service tasks? (Select all that Apply) Answers: Dashboard *Bookings Activities Accounts
You are looking at deploying the Field Service Mobile application for all of your technicians in the field. When using the Mobile Application, users will be able to view all of their Bookings offline, but will need to Online to update it?
Answers:
True
False
You are looking at deploying the Field Service Mobile application for all of your technicians in the field. When using the Mobile Application, users will be able to view all of their Bookings offline, but will need to Online to update it?
Answers:
True
*False
Customizations to the Field Service Mobile application are made the same way that you customize the traditional Dynamics 365 mobile application.
Answers:
True
False
Customizations to the Field Service Mobile application are made the same way that you customize the traditional Dynamics 365 mobile application.
Answers:
True
*False
Which of the following Out of the Box categories are used to define Products and Services in Dynamics 365 for Field Service? (Check all that Apply) Answers: Inventory Taxable Non-Inventory Services Travel
Which of the following Out of the Box categories are used to define Products and Services in Dynamics 365 for Field Service? (Check all that Apply) Answers: *Inventory Taxable *Non-Inventory *Services Travel
Which of the follow pricing items are only specific to services in Dynamics 365 for Field Service? (Check all that Apply) Answers: Flat Fee Minimum Charge Amount Minimum Charge Duration Specific Amount Percentage of Markup
Which of the follow pricing items are only specific to services in Dynamics 365 for Field Service? (Check all that Apply) Answers: *Flat Fee *Minimum Charge Amount *Minimum Charge Duration Specific Amount Percentage of Markup
If a product attached to a Work Order is on the work order price list, but the default Price List for the product is different than the Work Order price list it is attached to, the Product Price List will be used.
Answers:
True
False
If a product attached to a Work Order is on the work order price list, but the default Price List for the product is different than the Work Order price list it is attached to, the Product Price List will be used.
Answers:
True
*False
All resources will be available to schedule for Work Order 24/7 unless otherwise specified.
Answers:
True
False
All resources will be available to schedule for Work Order 24/7 unless otherwise specified.
Answers:
*True
False
Once an Entity has been enabled for Universal Scheduling, all scheduling options such as the Schedule Assistant, and Resource Scheduling Optimization can be used to schedule those items.
Answers:
True
False
Once an Entity has been enabled for Universal Scheduling, all scheduling options such as the Schedule Assistant, and Resource Scheduling Optimization can be used to schedule those items.
Answers:
*True
False
Which of the following items are installed as of the Connected Field Service Solution? (Check all that Apply) Answers: IOT Alerts Registered Devices Customer Assets Commands Work Orders
Which of the following items are installed as of the Connected Field Service Solution? (Check all that Apply) Answers: *IOT Alerts *Registered Devices Customer Assets *Commands Work Orders
In order to send SMS messages from Dynamics 365, you must use an external tool such as Microsoft Flow or Twilio.
Answers:
True
False
In order to send SMS messages from Dynamics 365, you must use an external tool such as Microsoft Flow or Twilio.
Answers:
*True
False
Dynamics 365 for Field Service takes field service beyond just fixing problems by combining field agent deployment with:
Azure Internet of Things (IoT).
Automated phone menus.
An online self-service library.
Regularly scheduled agent visits
- Dynamics 365 for Field Service takes field service beyond just fixing problems by combining field agent deployment with:
* Azure Internet of Things (IoT).
Automated phone menus.
An online self-service library.
Regularly scheduled agent visits
Dynamics 365 for Field Service allows businesses to use IoT capabilities to monitor connected devices in real time and respond to potential issues before they become real problems. When a piece of equipment shows signs of a developing issue, Dynamics 365 for Field Service notifies customers by:
Automatically scheduling the customer’s next annual service visit.
Sending a notification to the customer’s mobile device.
Using a computerized auto dialer to deliver a prerecorded message to the customer.
Sending a message to the device’s control panel.
Dynamics 365 for Field Service allows businesses to use IoT capabilities to monitor connected devices in real time and respond to potential issues before they become real problems. When a piece of equipment shows signs of a developing issue, Dynamics 365 for Field Service notifies customers by:
Automatically scheduling the customer’s next annual service visit.
*Sending a notification to the customer’s mobile device.
Using a computerized auto dialer to deliver a prerecorded message to the customer.
Sending a message to the device’s control panel.
You work for a company that installs carpet. There is a separate disposal fee of $50.00 that is charged to customers who want their old carpet taken away. You are adding carpet disposal to the product catalog. Which Field Service type should you attach to the product?
Inventory
Taxable
Non-Inventory
Service
You work for a company that installs carpet. There is a separate disposal fee of $50.00 that is charged to customers who want their old carpet taken away. You are adding carpet disposal to the product catalog. Which Field Service type should you attach to the product?
Inventory
Taxable
Non-Inventory
*Service
New work orders should be unscheduled until all the parts defined on the work order have arrived. Users should be able to note when the work order is waiting for parts and when the parts have arrived directly on the work order. Where should you define this to ensure users can select it on a work order?
Work Order Substatus
Incident Type
Booking Status
Work Order Type
New work orders should be unscheduled until all the parts defined on the work order have arrived. Users should be able to note when the work order is waiting for parts and when the parts have arrived directly on the work order. Where should you define this to ensure users can select it on a work order?
*Work Order Substatus
Incident Type
Booking Status
Work Order Type
Which of the following items are not defined on an incident type?
Products
Services
Service Tasks
Service Accounts
Which of the following items are not defined on an incident type?
Products
Services
Service Tasks
*Service Accounts
When creating a Work Order, which of the following fields is used to define the location (who and where) the technician will actually be performing the specific work for a Work Order?
Billing Account
Service Account
Resource Booking
Service Tasks
When creating a Work Order, which of the following fields is used to define the location (who and where) the technician will actually be performing the specific work for a Work Order?
Billing Account
*Service Account
Resource Booking
Service Tasks
You are creating an Agreement for a service customer. You want the agreement to automatically create and schedule Work Orders. Which of the following statements are true about creating work orders and bookings using Agreements?
Work Orders created automatically by the agreement cannot be edited.
Work Orders created automatically by the agreement must also be scheduled automatically.
The Agreement must be activated before automatic creation can occur.
Work Orders created automatically by the agreement must also be scheduled automatically.
You are creating an Agreement for a service customer. You want the agreement to automatically create and schedule Work Orders. Which of the following statements are true about creating work orders and bookings using Agreements?
Work Orders created automatically by the agreement cannot be edited.
Work Orders created automatically by the agreement must also be scheduled automatically.
*The Agreement must be activated before automatic creation can occur.
Work Orders created automatically by the agreement must also be scheduled automatically.
Many times, work orders need to be created when cases that are being worked on by your contact center cannot be resolved. You want to ensure that agents can easily convert cases into work orders. What needs to be defined on the case record to all it to be converted to a work order?
Work Order Type
Incident Type
Work Order Status
Territory
Priority
Many times, work orders need to be created when cases that are being worked on by your contact center cannot be resolved. You want to ensure that agents can easily convert cases into work orders. What needs to be defined on the case record to all it to be converted to a work order?
Work Order Type
*Incident Type
Work Order Status
Territory
Priority
You want to update the service tasks that are associated with a work order assigned to you using Field Service Mobile. Using the out-of-the-box settings, where in the application would you need to navigate to first to view and update the service tasks?
Dashboard
Bookings
Activities
Accounts
You want to update the service tasks that are associated with a work order assigned to you using Field Service Mobile. Using the out-of-the-box settings, where in the application would you need to navigate to first to view and update the service tasks?
Dashboard
*Bookings
Activities
Accounts
Several users of the mobile application are commenting that they must supply a password every time they open the app. Where in the mobile project would you go to configure the application to always remember user passwords?
Home
Branding
Configuration
Dashboard
Several users of the mobile application are commenting that they must supply a password every time they open the app. Where in the mobile project would you go to configure the application to always remember user passwords?
Home
Branding
*Configuration
Dashboard
When technicians access the interactive map feature of the Field Service mobile application, which of the following items would they be able to see on the map?
Locations of other field service resources.
Locations of case records assigned to them.
Locations of work order records assigned to them.
Locations of customer assets that can be worked on.
When technicians access the interactive map feature of the Field Service mobile application, which of the following items would they be able to see on the map?
Locations of other field service resources.
Locations of case records assigned to them.
*Locations of work order records assigned to them.
Locations of customer assets that can be worked on.
You want to ensure that users of the mobile app can update the completion status of Work Order Service Tasks without having to open each task. You have a two-option field that is being used in the Work Order Service Tasks view. What do you need to set the kind property too, so the field can be interacted with?
Text Edit
Text
Image
Map-Pin
You want to ensure that users of the mobile app can update the completion status of Work Order Service Tasks without having to open each task. You have a two-option field that is being used in the Work Order Service Tasks view. What do you need to set the kind property too, so the field can be interacted with?
*Text Edit
Text
Image
Map-Pin
You want to add a signature tab to a form on the mobile application to allow technicians to capture customer signatures while on site. What type of tab provides the ability to capture a signature?
Detail
Wall
List
Media
You want to add a signature tab to a form on the mobile application to allow technicians to capture customer signatures while on site. What type of tab provides the ability to capture a signature?
Detail
Wall
List
*Media
You want to be able to set the GPS position on a mobile device when the status of a record is updated from the mobile application. What would you use to do this?
Form Rule
Row Script
Sync-Filter
Business Process Flow
You want to be able to set the GPS position on a mobile device when the status of a record is updated from the mobile application. What would you use to do this?
*Form Rule
Row Script
Sync-Filter
Business Process Flow
questions regarding “radius”, sites in context of schedule board or assistant
questions regarding “radius”, sites in context of schedule board or assistant
lots of questions regarding Resco configuration: what is required for users, how to publish
lots of questions regarding Resco configuration: what is required for users, how to publish
Questions regarding bing maps
Questions regarding bing maps
Questions regarding IOT: resources (azure); data available to mechanic via mobile (how much is available and why)
Questions regarding IOT
Your organization wants to use agreements for automatically creating work orders and bookings. Which of the following scenarios would be best for using agreements?
Sometimes sending invoices once a month, and other times every other month
Performing quarterly maintenance for two years
Creating a work order every three months, skipping two months, and continuing
Providing detailed tracking information on resources, equipment, tools, and more
Your organization wants to use agreements for automatically creating work orders and bookings. Which of the following scenarios would be best for using agreements?
Sometimes sending invoices once a month, and other times every other month
- Performing quarterly maintenance for two years
Creating a work order every three months, skipping two months, and continuing
Providing detailed tracking information on resources, equipment, tools, and more
You’re creating an agreement for a service customer. You want the agreement to automatically create and schedule work orders. Which of the following statements are true about creating work orders and bookings by using agreements?
Work orders that are created automatically by the agreement can’t be edited.
Work orders that are created automatically by the agreement must also be scheduled automatically.
The agreement must be activated before automatic creation can occur.
You’re creating an agreement for a service customer. You want the agreement to automatically create and schedule work orders. Which of the following statements are true about creating work orders and bookings by using agreements?
Work orders that are created automatically by the agreement can’t be edited.
Work orders that are created automatically by the agreement must also be scheduled automatically.
- The agreement must be activated before automatic creation can occur.
You want to ensure that, when work orders are created by an agreement, any products, services, and tasks are automatically added to the work order. What do you need to specify to have this information automatically included in the work order that’s generated?
Work order type
Work order status
Incident
Priority
You want to ensure that, when work orders are created by an agreement, any products, services, and tasks are automatically added to the work order. What do you need to specify to have this information automatically included in the work order that’s generated?
Work order type
Work order status
- Incident
Priority
You want to ensure that your SLAs aren’t calculating whenever you aren’t open against SLA items. How would you accomplish this task?
For each SLA, manually define your organization’s working hours.
Create a Customer Service calendar and then add it to each SLA item that you define for an SLA.
Create a Customer Service calendar and then add it to your SLA.
For each SLA item, manually define your organization’s working hours for each day.
You want to ensure that your SLAs aren’t calculating whenever you aren’t open against SLA items. How would you accomplish this task?
For each SLA, manually define your organization’s working hours.
- Create a Customer Service calendar and then add it to each SLA item that you define for an SLA.
Create a Customer Service calendar and then add it to your SLA.
For each SLA item, manually define your organization’s working hours for each day.
You need to make changes to your organization’s default SLA. You deactivate it to make those changes. Which of the following statements are true?
The SLA needs to be set as a default SLA when it’s reactivated.
All active entitlements are also deactivated.
The SLA remains the default SLA when it’s reactivated.
SLA fields that are linked to an inactive SLA will continue to populate.
You need to make changes to your organization’s default SLA. You deactivate it to make those changes. Which of the following statements are true?
- The SLA needs to be set as a default SLA when it’s reactivated.
All active entitlements are also deactivated.
The SLA remains the default SLA when it’s reactivated.
SLA fields that are linked to an inactive SLA will continue to populate.
Your organization wants to dynamically apply discounts to products on work orders based on different elements of a work order. Which of the following features would you use?
Service-level agreements
Entitlements
Agreements
Incident types
Your organization wants to dynamically apply discounts to products on work orders based on different elements of a work order. Which of the following features would you use?
Service-level agreements
- Entitlements
Agreements
Incident types
