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PHILIPPINES Microsoft Dynamics 365 (CRM) Fundamentals > Microsoft D365 Field Service > Flashcards

Microsoft D365 Field Service Flashcards

1
Q

This term is used to refer to any service that is performed in the field rather than at a company facility.

Generally, it involves dispatching workers to specific locations to install, repair, or maintain equipment or systems.

A

Field Service

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2
Q

Another way to think of field service

A

Mobile Workforce Management

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2
Q

Another way to think of field service

A

Mobile Workforce Management

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3
Q

Examples of Field Service per industry (Read only)

A
  1. Manufacturing - a medical device manufacturer sells machines to hospitals and clinics and uses a field service application to manage maintenance services over the lifetime of the machines.
  2. Utilities - a fiber optic cable utility company uses a field service application to respond to outages by dispatching technicians to problem areas.
  3. Health care - an in-home health care service provider might use it to schedule and dispatch healthcare workers to administer medicine and other care to multiple patients.
  4. Equipment maintenance - a facility manager uses an application to deliver maintenance and repair services for heating and cooling equipment
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3
Q

Examples of Field Service per industry (Read only)

A
  1. Manufacturing - a medical device manufacturer sells machines to hospitals and clinics and uses a field service application to manage maintenance services over the lifetime of the machines.
  2. Utilities - a fiber optic cable utility company uses a field service application to respond to outages by dispatching technicians to problem areas.
  3. Health care - an in-home health care service provider might use it to schedule and dispatch healthcare workers to administer medicine and other care to multiple patients.
  4. Equipment maintenance - a facility manager uses an application to deliver maintenance and repair services for heating and cooling equipment
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4
Q

This refers to the individuals who are performing work or executing services for customers in the field.

a. Field Technicians
b. Work Order
c. Customer Asset
d. Dispatcher / Scheduler

A

a. Field Technicians

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5
Q

This specifies the work the needs to be done by a field technicians. This includes customer details, service location, appointment time, and customer asset being services (if applicable).

a. Field Technicians
b. Work Order
c. Customer Asset
d. Dispatcher / Scheduler

A

b. Work Order

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6
Q

This refers to a piece of equipment that is owned and located at a customer location. This includes items such as appliances, pieces of equipment, etc.

a. Field Technicians
b. Work Order
c. Customer Asset
d. Dispatcher / Scheduler

A

c. Customer Asset

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7
Q

Critical role Oversees field technicians and is responsible for scheduling and dispatching field technicians to execute work orders.

a. Field Technicians
b. Work Order
c. Customer Asset
d. Dispatcher/Scheduler

A

d. Dispatcher/Scheduler

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8
Q

The resolution of a customer’s issue on the first service visit. Organizations strive for high first-time fix rates because it means reduced visits. Reduced visits, in turn, results in reduced costs, higher profitability, higher customer satisfaction, and higher productivity.

a. First-time Fix Rate (FTFR)
b. Estimated Time of Arrival (ETA)
c. Truck Roll
d. Windshield Time

A

a. First-time Fix Rate (FTFR)

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9
Q

The estimated time that a field technician is expected to arrive at a service location or customer site to begin work.

a. First-time Fix Rate (FTFR)
b. Estimated Time of Arrival (ETA)
c. Truck Roll
d. Windshield Time

A

b. Estimated Time of Arrival (ETA)

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10
Q

A situation that requires a technicians to be dispatched (in a truck) to a customer for service

a. First-time Fix Rate (FTFR)
b. Estimated Time of Arrival (ETA)
c. Truck Roll
d. Windshield Time

A

c. Truck Roll

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11
Q

The amount of time a technician spends in a vehicle while performing activities related to service customers. Increased windshield time impacts utilization. Organizations strive to minimize this as much as possible.

a. First-time Fix Rate (FTFR)
b. Estimated Time of Arrival (ETA)
c. Truck Roll
d. Windshield Time

A

d. Windshield Time

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12
Q

Enumerate the Field Service Lifecycle

A

a. Demand Generated
b. Schedule & Dispatch
c. Service Completion
d. Review/Signoff
e. Backoffice Support

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13
Q

Define which part of the Field Service Lifecycle this refers to:

Demand is the trigger that creates the Work Order for the field. Work orders include information, such as the work required, who it is for, products and services, time-frames, location, and so on. Work orders are generated in various ways. This could include an item being purchased, a customer reporting an issue, or a device automatically notifying on an issue.

A

Demand generated

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14
Q

Define which part of the Field Service Lifecycle this refers to:

The item is scheduled and assigned to a qualified technician. Scheduling can occur manually or automatically based on scheduling rhythms.

A

Schedule and Dispatch

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15
Q

Define which part of the Field Service Lifecycle this refers to:

The technician executes delivery of the service at a customer location. This is where the technician is completing tasks and logging time. Typically, the technician will use a mobile application to assist them in doing the work

A

Service Completion

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16
Q

Define which part of the Field Service Lifecycle this refers to:

Once the work is complete, the customer will sign off, signifying their approval. The item will go through a final interview review before being marked as completed.

A

Review/Signoff

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17
Q

Define which part of the Field Service Lifecycle this refers to:

The back office takes the information provided from the field and can invoice the customer, replenish parts, submit payroll hours, and reimburse expenses as applicable.

A

Back office support

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18
Q

_________________ helps organizations deliver on-site services to their customers and manage their mobile work forces. It is a complete field service solution that combines work order automation, scheduling, and mobility to ensure that mobile workers have what they need to fix customer issues while in the field.

A

Dynamics 365 Field Service

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19
Q

Dynamics 365 Field Service enables you and your organization to (Read only)

A
  1. Increase organizational efficiency:
    - Improve first-time fix rates
    - Complete more service calls per technician per week
    - Reduce travel time, mileage, and vehicle wear and tear
    - Manage follow-up work and take advantage of upselling and cross sell opportunities
    - Organize and track resolution of customer asset issues
    - Avoid equipment downtime through preventative maintenance
  2. Improve customer satisfaction
    - Communicate an accurate arrival time to customers and keep customer updated with the current status and when it is resolved
    - Provide accurate account and asset history to the field technician
    - Schedule on-site when it’s convenient for the customer
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20
Q

This is the primary record type used in Dynamics 365 Field Service. It specifies important information such as who the work is for, where it should be performed, what needs to be done, skill required, and time-lines.

a. Work Order
b. Work Order Products
c. Work Order Services
d. Service Tasks
e. Incident

A

a. Work Order

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21
Q

This defines products that will be used on the work order. These typically represent items that might be installed such as an appliance or item that will be used during the process, such as a special cord required to install the appliance.

a. Work Order
b. Work Order Products
c. Work Order Service
d. Service Tasks
e. Incident

A

b. Work Order Products

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22
Q

This defines services that are being executed as part of the work order. For example, an appliance removal fee charged for removing the old appliance.

a. Work Order
b. Work Order Products
c. Work Order Services
d. Service Tasks
e. Incidents

A

c. Work Order Services

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23
Q

Acts as to-do list for the resource who will be performing work. This ensures that they are not missing anything during the process. For example, a task called “check hose connection,” reminds the technician to ensure there are no water leaks on a hose before they leave

a. Work Order
b. Work Order Products
c. Work Order Services
d. Service Tasks
e. Incident

A

d. Service Tasks

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24
Q

This acts as a template to prepopulate information into a work order to save time during the intake process.

a. Work Order
b. Work Order Products
c. Work Order Services
d. Service Tasks
e. Incident

A

e. Incident

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25
Q

This refers to a piece of equipment that is sitting at a customer location, such as the washing machine that was installed earlier. Work orders can be related to specific _________________

A

Customer Assets

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26
Q

Service contracts used to generate work orders and invoices on predefined schedules, based on terms defined in the ________. These are used most for preventative maintenance contracts.

A

Agreements

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27
Q

Dynamics 365 Field Service Field Service leverages _______________ to help schedule an item. _____________ provides the ability to schedule anything, such as work orders, time off, audits, etc. It provides multiple tools to assist organizations in scheduling items.

A

Universal Resource Scheduling

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28
Q

Tools in D365 Field Service that assist in scheduling items.

A
  1. Schedule Board
  2. Requirements
  3. Bookings
  4. Schedule Assistant
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29
Q

This provides the tools necessary to manage and schedule resources to work on items. From within it, you work with an manage different types of resources.

a. Schedule Board
b. Requirements
c. Bookings
d. Schedule Assistant

A

a. Schedule Board

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30
Q

This represent items ready to be scheduled that have not been assigned to a specific resource. They define what is needed to schedule this item, such as resource skills, time frames, and location details.

a. Schedule Board
b. Requirements
c. Bookings
d. Schedule Assistant

A

b. Requirements

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31
Q

This represent items that have been scheduled for a specific day, time, and have been assigned to a resource.

a. Schedule Board
b. Requirements
c. Bookings
d. Schedule Assistant

A

c. Bookings

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31
Q

This simplifies scheduling by offering suggestions of potential resources and time slots to schedule an item. This is based on requirements captured on the record, such as skills needed, time windows, and more.

a. Schedule Board
b. Requirements
c. Bookings
d. Schedule Assistant

A

d. Schedule Assistant

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32
Q

This is used by technicians to execute onsite work.

A

Mobile Application

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33
Q

Which of the following items in Dynamics 365 Field Service refers to a piece of customer equipment that is serviced at their location?

a. Customer device
b. Customer asset
c. Work Order Product

A

b. Customer asset

Customer assets in Dynamics 365 represent customer equipment that is physically at their location.

The term customer device is not used in Dynamics 365 Field Service.

Work Order product refers to products that are added to work orders.

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34
Q

During which stage in the field service life cycle would you be most likely to perform an inspection?

a. Generate demand
b. Service completion
c. Schedule and dispatch

A

b. Service completion

When the technician executes the work order and completes the work during this part.

Demand is the trigger that creates the Work Order for the field.

Schedule and dispatch is when the item is scheduled and assigned to a qualified technician

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35
Q

Which Dynamics 365 Field Service tool is used by technicians in the field to help them manage their work?

a. Mobile application
b. Schedule Board
c. Schedule Assistant

A

a. Mobile application

Mobile application is used by technicians to execute on-site work.

Schedule Board is used by dispatchers and schedulers to schedule resources to work on items.

Schedule Assistant simplifies scheduling by offering suggestions for resources and time slots.

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36
Q

In Dynamic 365 Field Service, a ___________ refers to a task or a job needing to be scheduled or assigned to someone.

This generally include information such as:

  • who the work is for
  • the type of work to be performed
  • timeframes
  • product and services to be delivered
  • tasks that need to be done
A

work order

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37
Q

Other scenarios where work orders can be created (Just Read)

A
  • Internal Request for a new piece of equipment to be installed
  • A follow up on and inspection or audit
  • Dispatching a technician based on an alert generated by an IoT device.
  • A case that can’t be resolved remotely and requires a technician to be dispatched
37
Q

Other scenarios where work orders can be created (Just Read)

A
  • Internal Request for a new piece of equipment to be installed
  • A follow up on and inspection or audit
  • Dispatching a technician based on an alert generated by an IoT device.
  • A case that can’t be resolved remotely and requires a technician to be dispatched
38
Q

Enumerate some ways that an organization can create a work order

A
  1. As part of a defined service selling process (manually or automatically)
  2. As an escalation for a case that could not be resolved remotely
  3. A customer manually requesting or scheduling service from a portal
  4. Automatically, based on an service agreement or schedule
  5. Automatically from an event raised by an IoT Device.
39
Q

Key information defined on a work order includes the following

A
  1. Summary and Overview Information
  2. Scheduling details
  3. Products
  4. Services
  5. Service Tasks
  6. Address & Location Information
40
Q

This key information in a work order includes general overview information about the work order such as work order type, who the work order is for, current status, and pricing information

a. Summary and Overview Information
b. Scheduling details
c. Products
d. Services
e. Service Tasks
f. Address & Location information

A

a. Summary and Overview Information

41
Q

This key information in a work order includes more detailed information that can impact how the item is scheduled such as priority, territory, and service preferences (Date and time windows).

a. Summary and Overview Information
b. Scheduling details
c. Products
d. Services
e. Service Tasks
f. Address & Location information

A

b. Scheduling details

42
Q

This key information in a work order defines the products that will be used or installed during the execution of the work order. Once the work order is complete that parts will be removed from inventory.

a. Summary and Overview Information
b. Scheduling details
c. Products
d. Services
e. Service Tasks
f. Address & Location information

A

c. Products

43
Q

This key information in a work order defines any service to be completed on the work order. This might include things like a disposal service or recycling fee.

a. Summary and Overview Information
b. Scheduling details
c. Products
d. Services
e. Service Tasks
f. Address & Location information

A

d. Services

44
Q

This key information in a work order acts as a to-do list for the technician and outline what they need t o accomplish while working on site.

a. Summary and Overview Information
b. Scheduling details
c. Products
d. Services
e. Service Tasks
f. Address & Location information

A

e. Service Tasks

45
Q

This key information is where address and location information is used to assist in the scheduling process

a. Summary and Overview Information
b. Scheduling details
c. Products
d. Services
e. Service Tasks
f. Address & Location information

A

f. Address & Location information

46
Q

True or False

Work orders in field service is not always associated with an account record.

A

False

Work orders in field service are ALWAYS associated with an account record

47
Q

Where are the two places where account can be defined on a work order.

A
  1. Service Account
    - defines the account that the work is being done for.
  2. Billing Account
    - defines the account record that is responsible for paying, and where the invoice should be sent.
48
Q

Briefly define Work Order Types, Priorities, and Service Territory

A
  1. Work Order Types - used to categorize the type or work order it is.
  2. Priority - rates the importance of the work order
  3. Service Territory- helps to organize work orders and resources by geographical area.
49
Q

Enumerate the service preferences that can be defined in a work order.

A
  1. Time for Promised / Time to Promised - defines the time window that a customer was promised a technician would arrive to resolve the incident. Time promised windows take higher priority over all other date and time preferences.
  2. Date Window Start / Date Window End - provides a range of date that the customer would like someone to work on the incident.
  3. Time Window Start / Time Window End - provides a time range that the customer would like someone to work on the incident.
  4. Fulfillment Preference - provides additional scheduling options.
50
Q

Enumerate what happens to the work order in the Work Order Creation stage (Read only)

A

What Happens:

  • New work order is created
  • Assigned incidents, products, services, etc.

How is it created:

  • Automatically on a recurring basis
  • Escalated from a support case
  • From a sales Opportunity
  • Manually by field agent, or centralized dispatch

Work Order Status:
- Open - Unscheduled

Booking Status
- N/A

51
Q

Enumerate what happens to the work order in the Schedule stage (Read only)

A

What Happens:

  • Work order schedule created
  • Resources assigned to the work order
  • Date and time specified

Who Performs:

  • Dispatcher (manually)
  • Field Agent (manually or mobile)
  • Dispatcher with help of scheduling agent
  • Automated routine engine

Work Order Status
- Open - scheduled

Booking Status
- Scheduled

52
Q

Enumerate what happens to the work order in the Dispatch stage (Read only)

A

What Happens:

  • Field agent notified of work order
  • Field agent may review and accept/decline the work order

Who Performs:
- Notifications sent by system automatically to field agent, customer, and other parties. Note: Notifications need to set up the system.

Work Order Status
- Open - scheduled

Booking Status
- Scheduled

53
Q

Enumerate what happens to the work order in the Service stage (Read only)

A

What Happens:

  • Work order carried out
  • Information about what is performed is entered through the mobile app.

Who Performs:
- Field Agent

Work Order Status:

  • Open - Progress
  • Open - Completed

Booking Status:

  • Traveling
  • In Progress Completed
54
Q

Enumerate what happens to the work order in the Review/Approval stage (Read only)

A

What Happens:
- Supervisor verifies that all work was done properly, and all information on the work order is correct.

Who Performs

  • Supervisor/Manager
  • Back office accounting

Work Order Status
- Open - Completed > Closed-Posted

Booking Status
- Completed

55
Q

Enumerate what happens to the work order in the Invoicing and Inventory Adjustments stage (Read only)

A

What Happens:

  • Invoice is created based on products and services used.
  • Inventory adjustments made.
  • Products converted into equipment (If applicable)

Who Performs
- Automatically sent by the system

Work Order Status
- Closed - Posted

Booking Status:
- Completed

56
Q

__________ in Dynamics 365 Field Service can best be described as templates used to easily populate items lie tasks, products, and service definition on issues that are commonly worked on by field agents.

A

Incidents

57
Q

What are the information that is populated automatically when you define a primary incident type in D365 Field Service

A
  1. Default Work Order Type
    - specifies the type of work order to be executed. (inspection, break fix, preventative maintenance, etc.)
  2. Skill / Characteristics
    - defines any skills or certifications that will be required by a resource to work on this type of item.
  3. Tasks to be performed
    - provides the field agent with a to-do for the work order. Each task that a resource would need to perform is listed (including the duration of the task). The total time for all tasks added is rolled up to the work order and will populate the estimated duration field on the work order.
  4. Required Products
    - define each product (including the quantity) that is needed for this work order.
  5. Required Service
    - define each service that will be conducted as part of the work order.
58
Q

In Dynamics 365 Field Service, __________ are digital forms that a technician can use to quickly and easily answer questions as part of a work order. This is used in mobile applications.

A

inspections

59
Q

Additional benefits of utilizing Inspections:

A
  1. Easier to create
    - Administrators can quickly create an inspection with a drag-and-drop interface without needing to create new entities and fields.
  2. Easier to fill out
    - Administrators can quickly create an inspection with a drag-and-drop interface without needing to create new entities and fields.
  3. More flexible and robust
    - Field Service inspections have many question formats and validation options, such as multi-option select, mandatory fields, images, attachments, and more.
60
Q

Inspections in Field Service also provide the following:

A
  1. Offline Support
    - Technicians can view and fill out inspections on their mobile phones or tablets without internet access. Answers are synced when connectivity is restored (cellular or WiFi)
  2. Customer Assets
    - Inspections can be associated with assets, allowing users to see a history of all inspections for a particular piece of equipment.
  3. Version Management
    - Administrators can continuously update and publish inspections to accommodate changing processes and evolving business needs.
61
Q

When creating a Work Order, which of the following fields is used to define the location (who and where) the technician will be performing the specific work for a work order?

a. Billing Account
b. Resource Booking
c. Service Account

A

c. Service Account

The service account defines the actual account where the work will be completed. When a work order is created, you must specify a service account.

The billing account defines who is responsible for payment. By default, the service and billing accounts will be the same, but the billing account can be changed.

A resource booking represents a scheduled item that is associated with a specific resource.

62
Q

Many times, work orders need to be created when a case being worked on by your contact center cannot be resolved. What needs to be defined on the case record for all of it to be converted to a work order?

a. Incident type
b. Work Order type
c. Work Order status

A

a. Incident type

The incident type field will tell the application what to do when the work order is created from the case record. It ensures that items like the work order type, products, services, and service tasks are defined. You will not be allowed to convert a case to a work order without an incident type.

There is no spot to define the work order type on a case record, and this field does not impact the ability to convert a case into a work order.

There is no spot to define the work order status on a case record. By default, when a work order is created this will be set to unscheduled.

63
Q

Which of the following items displayed on a work order represents to-do items that the technician needs to perform when executing the work order?

a. Services
b. Service tasks
c. Skills

A

b. Service tasks

Service Tasks represent the tasks a technician will need to accomplish when executing the work order.

Services represent the services that are being provided as part of the work order.

Skills indicate the skills that a resource must possess to be scheduled to work on this item.

64
Q

What are the options available to Dynamics 365 Field Service in assisting dispatchers to manage the daily schedule of their workforce.

A

a. Manual scheduling
- The schedule board helps providing dispatchers with the information they need. From the schedule board, they can easily see all the currently unscheduled items and the availability of all resources (people, facilities, equipment) and schedule those items directly from the board.

b. Schedule assistant
- The schedule assistant can be directly from a work order or from the schedule board. It offers suggestions of potential resources and time slots to schedule an item for. This is based on requirements captured on the record such as skills needed, time windows and more.

c. Optimized or automated scheduling
- Resource scheduling optimization allows organizations to automatically schedule and reschedule items based on pre-defined goals. This can include maximizing technician working time, minimizing travel, and scheduling high priority items first.

65
Q

A _________ is a person, piece of equipment, or facility that can be scheduled to work on an item.

A

Resource

66
Q

Enumerate the types of resources that organizations can define in Dynamics 365 Field Service.

A
  1. Account
  2. Contact
  3. User
  4. Equipment
  5. Crew
  6. Facility
  7. Pool
67
Q

This defines a resource associated with a Dynamics 365 account record. These typically represent external organizations that you leverage to perform work.

For example, you might define an account resource to represent a 3rd party company you use to handle carpet installations.

a. Account
b. Contact
c. User
d. Equipment
e. Crew
f. Facility
g. Pool

A

a. Account

68
Q

This defines a resource associated with a Dynamics 365 contact record. These typically represent individuals outside your organization such as an independent contractor that does installation services for your company in a specific area.

a. Account
b. Contact
c. User
d. Equipment
e. Crew
f. Facility
g. Pool

A

b. Contact

69
Q

This specifies the resource as an internal user working for your organization. These typically represent employees and are mapped to a Dynamics 365 user record.

a. Account
b. Contact
c. User
d. Equipment
e. Crew
f. Facility
g. Pool

A

c. User

70
Q

Defines resources that represent a specific piece of equipment, such as a large piece of machinery, mobile workstation, video projector, or another item.

a. Account
b. Contact
c. User
d. Equipment
e. Crew
f. Facility
g. Pool

A

d. Equipment

71
Q

Represent multiple resources that are always scheduled together as a group and are not scheduled individually.

a. Account
b. Contact
c. User
d. Equipment
e. Crew
f. Facility
g. Pool

A

e. Crew

72
Q

Represents a facility that can be scheduled such as a building, room, or service bay.

a. Account
b. Contact
c. User
d. Equipment
e. Crew
f. Facility
g. Pool

A

f. Facility

73
Q

Represents a pool of resources that have something in common such as all being electrician or tried to a specific region. Pools are typically used as placeholders, until an individual member of the pool is assigned to the item.

a. Account
b. Contact
c. User
d. Equipment
e. Crew
f. Facility
g. Pool

A

g. Pool

74
Q

This is associated with different resources to ensure that they are qualified on the items being scheduled for the item.

Example of this include: developer, solution architect, technician, and functional consultant

A single resource can have multiple _____ assigned to them.

A

Resource Roles

75
Q

This is associated with different resources to ensure that they are qualified on the items being scheduled for the item.

Example of this could be

  • Certification like A+, MSCE, etc.
  • A skill set like C#, Azure, Exchange, etc.
  • Access or security clearance like Building 12 access, or level 1 security clearance.
A

Resource Skills

76
Q

It is an add-on capability for the Dynamics 365 for Field Service application that enables organizations to automatically schedule work orders for the most appropriate resources.

Organizations can optimize bookings to minimize travel time, maximize working hours, schedule the most qualified technician and more, based their configured objectives, such as “minimize travel time” and “maximize working hours”

A

Resource Scheduling Optimization (RSO)

77
Q

What are the benefits of using Resource Scheduling Optimization? (Read only)

A
  1. Automated Scheduling
    - Automatically schedule most requirements to save time and allow dispatchers to focus on exceptions and billing.
  2. Achieve Scale
    - Dispatchers can manage more resources, enabling the business to scale up the resources they manage.
  3. Customer Satisfaction
    - Improved efficiency drives more predictable arrival and completion times, and seamlessly schedules alternate technicians for urgent situations.
  4. Technician efficiencies and reduced cost
    - Fitting more appointments into working hours drives revenue and reduce overtime costs.
    - Matching work orders and technician skillsets reduces the cost of lost appointments.
  5. Reduced fuel consumption and less vehicle maintenance
    - Ensuring your technicians are taking the shortest possible route with turn-by-turn directions reduces fuel consumption and wear and tear on vehicles
  6. Improved customer retention
    - Giving preference to higher-priority work orders help avoid service level agreement (SLA) penalties and help you meet customer service commitments.
78
Q

What are the common specific scenarios where an organization can leverage Resource Scheduling Optimization (RSO)?

A
  1. Overnight Scheduling
  2. Intraday Scheduling
  3. Condition Based Scheduling
  4. Cancelation and Delays
  5. Simulations
79
Q

Which of the following schedule board components is used to display unscheduled items?

a. Filter panel
b. Details panel
c. Requirements panel

A

c. Requirements panel

The purpose of the Requirements panel is to display any unscheduled resource requirements.

79
Q

Which of the following schedule board components is used to display unscheduled items?

a. Filter panel
b. Details panel
c. Requirements panel

A

c. Requirements panel

The purpose of the Requirements panel is to display any unscheduled resource requirements.

The purpose of the Filter panel is to filter down the list of resources that are displayed on the schedule board.

Details panel provides additional record details when a resource, requirement, or booking is selected.

80
Q

Which of the following options for scheduling an item uses the Schedule Assistant?

a. Blocking time on the resource calendar
b. Dragging a requirement pin from the calendar
c. Selecting Find Availability

A

c. Selecting Find Availability

Selecting the Find Availability option on a requirement record opens the Schedule Assistant.

a does not open the Schedule Assistant, it just provides a list of requirements to choose from.

b does not provide any options for identifying resources. You are simply moving the item to the resource and time that you want.

81
Q

In which of the following scenarios would you most likely use Single Resource Optimization?

a. To adjust a technician’s schedule after a cancelation
b. To optimize all of tomorrow’s scheduled and unscheduled item
c. To automatically schedule an emergency work order

A

a. To adjust a technician’s schedule after a cancelation

Single Resource Optimization is used to optimize bookings for only one technician. It is most commonly used when you need to account for cancelations that occur for a technician.

b and c is incorrect because you need to optimize the schedules of multiple resources

82
Q

This is an important part of a field service organization. You need to not only understand what you currently have on hand, but also how much inventory may have already been committed to specific projects

A

Inventory Management

83
Q

True or False

In Dynamics 365 Field Service, a warehouse can only refer to physical buildings where organizations keep inventory.

A

False.

Warehouses can also represent trucks, as long as it is where inventory is stored.

84
Q

While working on a work order for a customer, you realize you don’t have a basic part that is needed. The quickest way would be to purchase one from a local vendor. What Dynamics 365 Field Service back-office feature would you use?

a. Inventory Adjustment
b. Purchase Order
c. Return Merchandise Authorization

A

b. Purchase Order

Purchase Orders are used to order products either into a warehouse or directly to a work order so technicians can complete work.

85
Q

Which Dynamics 365 Field Service feature would you use to view the inventory levels of a truck that field service technicians use to while executing work orders?

a. Warehouse
b. Purchase Order
c. Return Merchandise Authorization

A

a. Warehouse

86
Q

Which Dynamics 365 Field Service feature would you use to move inventory that is currently stored in a main distribution warehouse to a technician truck so it can be use on a work order the technician will be executing that day?

a. Purchase Order
b. Inventory Adjustment
c. Inventory Transfer

A

c. Inventory Transfer

87
Q

In Dynamics 365 Field Service, the ____________ is used to represent specific pieces of equipment that a customer owns and at their locations.

A

customer asset record

88
Q

__________________ enables organizations to transform the way they provide service from a costly break-fix model, to a proactive and predictive service model through the combination of IoT diagnostics, scheduling, asset maintenance, and inventory on the same platform.

With Dynamics 365 _________________ solution organizations can remotely monitor, manage, and maintain IoT devices directly from Dynamics 365 Field Service.

A

Connected Field Service

89
Q

What are the key benefits of Connected Field Service

A
  1. Reduced downtime by connecting to IoT devices to diagnose problems before customers are aware of an issue.
  2. Faster responses to issues by remotely monitoring devices and keeping customers in the loop.
  3. Device data and service maintenance data help to make intelligent decisions around dispatching technicians with the right expertise, availability, and proximity to the job.
89
Q

What are the key benefits of Connected Field Service

A
  1. Reduced downtime by connecting to IoT devices to diagnose problems before customers are aware of an issue.
  2. Faster responses to issues by remotely monitoring devices and keeping customers in the loop.
  3. Device data and service maintenance data help to make intelligent decisions around dispatching technicians with the right expertise, availability, and proximity to the job.
90
Q

Steps in a Connected Field Service Flow

A
  1. Customer Asset created
    - A customer asset record in Dynamics 365 Field Service
  2. IoT Device record is created
    - The customer asset is registered as an IoT device which uses automation software such as Power Automate to register the device in an IoT management solution such as Azure IoT Central or IoT Hub
  3. IoT Device report anomaly
    - An alert such as a temperature related item is logged in an IoT management solution such as Azure IoT Central or IoT Hub.
  4. Alert is sent to Connected Field Service
    - The item is sent to Connected Field Service and logged as an IoT Alert related to the device using an automation software such as Power Automate
  5. The device is interacted with remotely
    - Commands such as reset command are sent to the device from Connected Field Service using automation software
91
Q

Which of the following items in Dynamics 365 Field Service refers to a piece of customer equipment that is serviced at their location?

a. Customer device
b. Work Order products
c. Customer Asset

A

c. Customer asset

92
Q

When a telemetry anomaly is encountered, what type of record is created in the Dynamics 365 Connected Field Service?

a. Work Order
b. IoT alert
c. Case

A

b. IoT alert

When an anomaly is detected by an IoT device, an IoT alert is created and surfaced.

Work Orders represent service work that needs to be performed.

Case represent active customer issues that are being worked on by agents.

PHILIPPINES Microsoft Dynamics 365 (CRM) Fundamentals (8 decks)

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