This exam measures your ability to accomplish the following technical tasks: configure field service applications; manage work orders; schedule and dispatch work orders; manage the Field Service mobile app; manage inventory and purchasing by using the built-in inventory management system; manage Connected Field Service and customer assets; and implement Microsoft Power Platform.
As a candidate for this exam, you’re a Microsoft Dynamics 365 Field Service functional consultant. You’re responsible for implementing solutions that:
- Schedule resources to meet customer requirements.
- Optimize resources by matching skills, locations, and availability.
- Equip frontline workers with the information and tools to deliver great service.
- Build a service history of customer assets.
You’re responsible for:
- Configuring the default administration areas of the Field Service application.
- Configuring resources and scheduling.
- Configuring service agreements and booking setups.
- Managing work orders, incident types, and booking setups.
- Managing customer assets.
- Deploying and configuring the Field Service mobile app.
- Tailoring Field Service based on customer requirements.
As a candidate, you should have a basic understanding of field service principles and the role the Field Service app plays in relationship to the Dynamics 365 suite of applications, including integration of:
- Microsoft Power Platform
- Dynamics 365 Customer Service
- Microsoft 365 apps
- Microsoft Teams
- Dynamics 365 Remote Assist
- Dynamics 365 Guides
- Microsoft Azure IoT
You should understand:
- Industry terminology
- Field service processes
- Work order lifecycle
- Best practices
Microsoft Field Service Exam Summary:
| Exam Name | Microsoft Certified - Dynamics 365 Field Service Functional Consultant Associate |
| Exam Code | MB-240 |
| Exam Price | $165 (USD) |
| Exam Price | 120 mins |
| Number of Questions | 40-60 |
| Passing Score | 700 / 1000 |
| Books / Training | MB-240T00-A: Microsoft Dynamics 365 Field Service |
| Sample Questions | Microsoft Field Service Sample Questions |
| Practice Exam | Microsoft MB-240 Certification Practice Exam |
Microsoft MB-240 Exam Syllabus Topics:
| Topic | Details |
| Configure field service applications (20-25%) | |
| 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 (20-25%) | |
| 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 (25-30%) | |
| 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 (5-10%) | |
| 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 (5-10%) | |
| 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 (5-10%) | |
| 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 (5-10%) | |
| 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 |
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