100% Pass Guaranteed Accurate MB-240 Answers 365 Days Free Updates [Q65-Q79]

QUESTION 65
You are a dispatcher for a cable installation company that provides installation services in multiple territories.
The company is using Dynamics 365 for Field Service to manage their work orders. Every time a work order is created, the dispatch team is manually assigning the work order to a territory in order to book the correct resources.
You are tasked with ensuring that Dynamics 365 will automatically assign work orders to territories so that the dispatcher can search for the correct resources.
Which four steps, in sequence, must be configured to ensure that when work orders are created they will automatically be mapped to the correct territory? To answer, move the appropriate actions from the list of actions to the answer area and arrange them in the correct order.

QUESTION 66
You are viewing the Microsoft Dynamics 365 Field Service historical insights report.
You need to determine the options available for filtering on the reports.
Which three options are available for filtering? Each correct answer presents a complete solution.
NOTE: Each correct selection is worth one point.

QUESTION 67
Case Study 4 – Contoso Ltd
Company background. General overview
Contoso Ltd. is a leading provider of technology services, with clients all around the world.
Contoso Ltd. has over 1,000 offices globally and over 10,000 employees servicing those buildings, from janitorial service people, repair technicians and new project (office setup, painting, furniture) setup resources. Each day, they dispatch these resources to work on and/or repair items in the cluster of buildings within their geographical area.
The major offices are located in North America, Asia Pacific, Europe, and Latin America.

Company background. Concerns
Contoso Ltd. has several key challenges and issues in managing their day-to-day operations and facilities.
Many of their facilities have issues spanning five-to-ten days, before the proper personnel begins to work on the request. In some cases, issues within their facilities cause significant issues for the employees in the building or cause disruptions to customers. For example: An air conditioning issue causes servers to reach a critical temperature. It forces servers to shut down, and Contoso Ltd. must employ their emergency disruption plans.
Additional concerns:
1. Many different and siloed systems to manage requests, and track history and progress.
2. No concise and definitive processes to log, manage and complete requests throughout the organization.
3. No tools and technology to make technicians more effective.
4. Lack of ease for internal customers to log a request for work, provide updates and track progress.
5. The inability to monitor equipment performance and check for anomalies, and then interpret and act upon the data.
6. Lack of insight of historical details for the technicians and building management.
7. Field technicians experience issues trying to work in areas that do not have internet connectivity. Most of the requests are details within an email. As a result, they always carry paper copies of all the requests.
8. The current system lacks the ability to capture real-time data for system critical components, such as air conditioning and heating units, and energy consumption details.
9. Technicians in the field do not have standard devices. Some have iPhones and Android devices, while some use Windows-based laptops, such as the Surface Pro 7.
Field Service background and pain points
Field Service background and pain points. Scheduling and work orders challenges During several discovery sessions, key users (subject matter experts) mentioned the following areas of operation pain points.
Scheduling and work orders
– Outlook and Excel is used to schedule technicians.
– Technicians receive email appointments with the applicable details, and self-schedule work based on their availability.
– Technicians and contractors work primarily in email, and print out the work order details from the email. This has turned into a large amount of paper work orders with cryptic email notes.
– There is zero reporting or insight, and in-house technicians cannot monitor critical equipment to ensure it is working as expected.
– Since the equipment is not monitored, often the breakdown of equipment is what leads to recognition of a potential issue and the scheduling of a work request.
The implementation team recognized, during the initial implementation, that technicians need access to several custom entities. Without that visibility, the technicians will not be able to complete their work.
Field Service background and pain points. Visibility challenges
Technicians and dispatchers have either limited or zero visibility to:
– Install-base history.
– Real-time readings of equipment.
– Customer Information including detailed request information.
– Customer updates.
– Correct equipment they should be working on. Cannot search or see serial number or barcode of equipment.
There is also no ability to work offline with the data.
Field Service background and pain points. Challenges associated with the team IT staff:
– Are inexperienced when it comes to implementing and managing software implementations, and the ongoing maintenance. They quickly find themselves experiencing issues implementing changes required by the users.
– Struggle with the concept of connected field service. They do not understand the different options, benefits, or the security model.
– Need a solution that can store device data for longer time periods to perform data analysis to better predict device failures.
Technicians:
– Have issues gaining access to the mobile app and receive error messages when trying to connect.
– Cannot access the data offline.
Managers:
– Need mobile access.
– Need access to historical data.
– Need access to a broader and larger amount of data than the technicians.
Field Service background and pain points. Asset management data challenges As a large global company, Contoso Ltd.’s lack of consolidated systems, and systems that track and maintain asset history, has become a significant issue for technicians.
In addition, technicians are constantly being forced to leave in-progress low priority jobs to handle emergency issues. If Contoso Ltd. had the ability to determine when a system would experience a failure, and alert them ahead of time, many of the emergency issues could have been avoided.
This capability needs to be in the new system.
Desired solution and requirements
Desired solution and requirements. Overall Field Service requirements
During requirement gathering workshops, the following high-level Field Service requirements were captured:
– Standardize systems onto a single platform.
– Provide an effective tool for employees and third-party contractors to digitally manage work.
– Streamline the service request process; automating processes where possible.
– Implement Dynamics 365 Field Service Mobile app, along with Connected Field Service capabilities.
– Connected Field Service solution needs to allow for development capabilities, such as sending remote commands.
– Implement scheduling to ensure successful adoption.
– Provide insight and analytics to key personnel.
– Receive automated prescriptive guidance.
Further, there is a need to secure data and access for technicians and management to see only the data they need to see.

Desired solution and requirements. Install-base requirements
1. Access to all service history and historical readings.
2. Access to warranty and service contract details.
3. Proactive monitoring of the install base health, including alerts to the internal call center team.
4. Details of the customer asset, including BOM (bill of material) and various key properties that are maintained over time.
Desired solution and requirements. Connected Field Service requirements
1. Configure and setup Connected Field Service.
2. Implement a solution that will capture large amounts of data to accurately predict failures.
3. The solution should allow for additional developer capabilities.
4. Allow Field Administrators and administrators access to Connected Field Service data.
5. Anomaly detection and auto work order creation.
Which three actions should you take for mobility for tech managers? Each correct answer represents a partial solution.

QUESTION 68
Case Study 5 – LitWare Inc
Overview
Company overview
LitWare Inc. is a plumbing and heating company which provides installation, maintenance, and repair services in United States (U.S.) and Canada.
LitWare also offers various installation and repair services such heating, venting, and air conditioning (HVAC), plumbing, and roofing for commercial customers using their employees and subcontractors.
Company structure and resources
The company has three main types of services, each offering a different combination of service personnel.
1. Training services provide training to LitWare employees and subcontractors to perform the work in the regions serviced.
2. Unplanned maintenance services address emergency repair requests for their customers.
– Dispatchers are assigned to all territories in a region. Dispatchers assign repair and installation work to repair technicians based on their skills.
– Repair technicians are employees and subcontractors.
3. Planned maintenance services perform regular and planned checks for their customers.
– Inspectors are assigned to all regions based on skills and expertise.
– Installers are assigned to multiple territories in a geographic region.
– Repair technicians are employees and subcontractors.
– Dispatchers are assigned to all territories in a region. Dispatchers assign repair and installation work to technicians based on skills.
All the inspection, repair, and installation employees utilize the Field Service mobile app.
Dispatchers can see all work request data for their region and see all the bookable resources.
Existing environment
Job structure
Typical job assignments are as follows:
– Inspections: 1-2 resources
– Installations: minimum 2 resources, 1 expert
– Repairs: 1-3 resources
Skills and certifications
The following spreadsheet tracks the skills and certifications earned by each internal employee:

Service areas
The service areas are:

For each type of job, there must be at least one certified or highly experienced resource on the job.
Their current system does not have a way to maintain the availability of a service, maintain the subcontractor’s insurance details, certifications, and more options for inspectors. All work is printed out and provided as a hard copy to the resources. It is not easy to distribute the new updated materials for the service or share the new troubleshooting guides.
Requirements
Planned changes
LitWare plans to implement Dynamics 365 Field Service. The requirements gathered during analysis are:
Work orders and scheduling
– Scheduling based on resource skill, and number of required resources based on job type and duration.
– Planned Maintenance emergency calls take priority over other types of jobs.
– Schedule resources based on location, maximizing total work hours and then minimizing drive time.
– Ability to track technician time.
– Ability to configure rates and pay types.
– Ability to easily see when a resource is on Time Off on the schedule board.
– All resource time-off requests should be approved by both their manager and their line manager.
Service contracts
– Set up and create a Planned Maintenance type of contract.
– Define the coverage of the regions by the work.
Inspection management
– Ability to configure inspections.
– Ability for inspections to be linked with work orders and customer assets.
Resources
– Implement company holidays for U.S. and Canada.
– Implement various pay types based on overtime, weekends and holidays, travel and regular time.
– Implement paid time off.
– Ability for resource calendars to reflect resource time off and work hours.
– Access to jobs assigned for the day.
– Ability to capture the validity of the insurance and send a 90-day reminder notification before the expiry.
– Activate geocoding throughout the system.
– Use territories for accounts, resources, and work orders.
– Enable Microsoft SharePoint Integration.
Field Service mobile app
– Ability for technician to access work orders and asset details.
– Ability to perform inspections on the mobile app.
– Ability to work through offline mode.
– Ability to enter time for the work.
Technical requirements
Resources require the ability to:
– Configure work hours templates based on their time zone.
– Access and view their skills, skill level, and certification data.
o Certifications set to expire over the next 90 days should show highlighted in Yellow.
o Certifications already expired will show in Red.
– Access documents either online or offline.
– Have their time-off requests enabled for approval by default for resource who has skill of electrical, and have the requests approved by both their manager and line manager.
Work orders
– The ability to have templates for work orders.
o Templates will provide guidance for technicians, and help recommend products and default services.
– Work orders created from a PM contract need to have a status = Service Contract.
Inspections:
– Ability to configure advance inspections with conditional logics based on the questions.
– Ability to use the latest inspections for analytics on a weekly basis.
– Ability to perform ad-hoc inspections with assets.
– Ability for users to export responses.
Security and access
– Technicians in the field should only see work orders scheduled for today.
– Technicians should have the option to enter manual time.
– Technicians should have the option to complete the inspections.
– Technicians should have the ability to access relevant apps to complete the job.
– Technicians should have the ability to access the guides.
– Administrators should have access to the technician usage of the guides.
You need to set up the system to manage the time-off requests.
Which three actions should you perform? Each correct answer presents part of the solution.
NOTE: Each correct selection is worth one point.

QUESTION 69
You are implementing Microsoft Dynamics 365 Field Service for a service company.
A supervisor wants to understand the combination of work order and booking statuses in order to stay up-to-date with the work orders.
Which is a correct combination of work order and booking status?

QUESTION 70
You are configuring work orders for technicians to complete the onsite service.
When a work order is completed, the customer needs to receive an invoice for the labor charge time spent by the technician to complete the service.
Which option should the technician use to enter their time spent?

QUESTION 71
Your company’s inventory clerk has received a truck shipment of parts for repair of equipment on such a rush order. The order needs to be completed as soon as possible.
Which three steps, in sequence, are needed to receive the products to the existing rush order in Field Service?
To answer, move the appropriate actions from the list of actions to the answer area and arrange them in the correct order.

QUESTION 72
Note: This question is part of a series of questions that present the same scenario. Each question in the series contains a unique solution that might meet stated goals. Some question sets might have more than one correct solution, while others might not have a correct solution.
After you answer a question in this section, you will NOT be able to return to it. As a result, these questions will not appear in the review screen.
You are a Dynamics 365 for Field Service system administrator.
You are configuring a new instance of Dynamics 365 for Field Service. The organization needs to accurately capture the cost of work order bookings.
Solution: You implement the following configuration changes:
1) Create Resource Pay Types for regular, holiday, overtime, travel, and breaks.
2) Assign an Hourly Markup percentage to each Resource Pay Type.
3) Assign Resource Pay Types to the applicable Pay Type.
4) Create Business Closures.
5) Create Bookable Resources with Hourly Rates.
Does this meet the goal?

QUESTION 73
As a new start-up field services company, you are looking to streamline your customer service process to provide the best customer service experience.
Your company has decided to implement Dynamics Field Services as the foundation for its customer service management processes.
You need to ensure that the cases that the customer service team creates can be quickly and efficiently converted to work orders (that will minimize the need to add additional information to the work orders) using the out-of-the-box capabilities.
Which key item do you need to configure before the customer service agents will be able to convert a case to a work order?

QUESTION 74
DRAG DROP
Your company’s inventory clerk is using the Returning to Vendor feature in Dynamics 365 for Field Service to process a customer’s request to return a wheel that is the wrong size.
The clerk needs to understand the different tracking options for returning to the vendor.
Which actions correspond with track the return and which actions correspond with another return to vendor option? To answer, drag the type of return to the action. Each type or return may be used once, more than once, or not at all. You may need to drag the split bar between panes or scroll to view the content.
NOTE: Each correct selection is worth one point.
Select and Place:

QUESTION 75
You are implementing a Microsoft Dynamics 365 Field Service solution for a customer who has the Field Service Dispatcher security role.
You recently built a custom work order form, but the customer is having trouble viewing it when they log into Dynamics 36S. You confirm that the form is set to Display to Everyone, but the customer is still not able to see the form.
You need to resolve this issue.
What should you do before selecting Save and Publish?

QUESTION 76
You are a Dynamics 365 for Field Service Mobile Administrator (FSM).
When technicians log into FSM, they receive the following message:
“Your organization has not configured Field Service Mobile.”
You log into FSM and cannot reproduce the issue with your login.
What must you do to fix the issue?

QUESTION 77
DRAG DROP
Your company’s inventory clerk has received a truck shipment of parts for repair of equipment on such a rush order. The order needs to be completed as soon as possible.
Which three steps, in sequence, are needed to receive the products to the existing rush order in Field Service?
To answer, move the appropriate actions from the list of actions to the answer area and arrange them in the correct order.

QUESTION 78
You are a Dynamics 365 for Field Service Administrator. Your organization wants to use Connected Field Service for existing Customer Assets.
You install Connected Field Service and set up Azure IoT Central, but it seems no alerts are being received in Dynamics 365 for the devices.
You need to find the issue and resolve it.
Which action should you choose?

QUESTION 79
You manage a group of home improvement contractors. The contractors provide many types of services of homeowners including repairs and new construction. You need to create charts that organize the services by categories and ensure that the charts can be viewed in dashboards.
Which feature should you implement?