Configure field service applications (15-20%)
Configure settings
define and configure key required security roles
define and configure resource required scheduling options
define required entities
customize entities to meet requirements
configure territories, postal codes, and organizational units
determine and configure required skill types
configure characteristics and skills
configure proficiency models
implement resource roles and categories
enable schedule board geocoding
configure technician time tracking
Configure product and service pricing
define required product and service types
configure minimum charge amounts and durations
determine when a product has a default list price and a work order price list
associate products and services with price lists
define tax codes
Configure bookable resources
manage bookable resources
enable mapping functionality
configure geocoding
define start and end locations for resources
determine the types of addresses to use
configure pay types and rates
configure working hours and working hour templates
manage time off requests
describe use cases for resource pools, crews, and resource groups
define resource groups and resource group templates
set up resource pools and crews
configure technician location tracking
Integrate other tools with Field Service
use Power Automate flows to automate tasks and enhance Dynamics 365 Field Service
describe use cases for collecting customer feedback by using Dynamics 365 Customer
Voice
implement Dynamics 365 Remote Assist for use with Dynamics 365 Field Service
configure and use Remote Assist one-time call
use Guides with work orders
integrate with Dynamics 365 Supply Chain Management
Manage work orders (15-20%)
Describe the work order lifecycle
configure work orders
configure work order lifecycle stages
configure booking status and work order status values
configure uses and capabilities for billing accounts, service accounts, and functional
locations
understand the key work order summary metrics on the Field Service Insights Dashboard
Create and manage work orders
create a work order from an incident or an opportunity
add status and sub-status information to a work order
organize work orders and resources by geography
associate a work order and a price list
identify processes required to close a work order
close a work order
use key field service metrics dashboard
configure asset hierarchy and location on a work order
configure and add work order resolutions
Manage incidents
configure incident types
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 bookings
create bookings
create invoices
create service-level agreements (SLAs) and entitlements for agreements
Create and use inspections
create inspections
associate inspections to work orders
complete inspections through Field Service Mobile
describe use cases for analyzing results of inspections
Schedule and dispatch work orders (25-30%)
Manage scheduling options
schedule work orders using Schedule Board and Schedule Assistant
determine when to use each scheduling option
configure fulfillment preferences
configure Quick book
describe use cases for predictive work duration
describe use cases for predictive travel time
describe scenarios to modify and use the enhance work hours calendar for requirements
describe use cases for implementing the technician locator functionality
describe use cases for implementing travel outside of working hours
describe use cases for appointment scheduling on Microsoft Outlook
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
generate driving instructions for field agents
configure schedule boards
customize the schedule board
describe use cases for travel outside of working hours
Implement the Schedule Assistant
apply constraints to resource queries
filter data
specify a search radius
troubleshoot the Schedule Assistant
Optimize resource scheduling
describe the resource optimization process
define objectives and constraints
create optimization profiles
describe uses for embedded optimizer within the schedule board
Configure Universal Resource Scheduling
describe use cases for Universal Resource Scheduling
create Power Automate flows to populate data in requirements records
create requirement views
enable scheduling for an entity
restrict booking status values for an entity by using and option set
configure geocoding for a custom entity
manage work hours calendar for requirements
enable Outlook appointment scheduling
Manage field service mobility (10-15%)
NOTE: The current exam only covers the new Power Apps-based mobile application.
Install the mobile application
identify pre-requisites and supported platforms
install and sign into the Field Service Mobile application
work offline
use Dynamics 365 Field Service Mobile app and Connected Field Service
use Dynamics 365 Field Service Mobile app and Dynamics 365 Remote Assist
Configure the mobile application
configure actions that field agents can perform
configure steps for Field Service Mobile application
configure Field Service Mobile application functions for technicians
configure the Booking and Work Order forms
configure offline data and sync filters
customize global search and enable scan to search
customizing Mobile Offline capabilities
set up and configure technician push notifications
use and capture technician time tracking on Dynamics 365 Field Service Mobile app
set up knowledge articles to work on mobile
configure knowledge articles for offline
Manage inventory and purchasing (5-10%)
Manage customer assets
configure uses for customer assets
create and register customer assets
configure products to enable automatic creation of customer assets
associate work orders with customer assets
create child assets
configure 3D asset models
use functional locations
configure asset properties
Manage inventory and warehouses
set up inventory and warehouses
view product inventory
adjust inventory levels
transfer inventory between warehouses
determine when to integrate inventory with Enterprise Resource Planning application
manually update inventory by using inventory journals
Manage purchasing and product returns
describe the purchase order process
create purchase orders
create a list of receivable products for a purchase order
determine product return options
create return merchandise authorizations (RMAs)
finalize returns
Implement Connected Field Service (10-15%)
Describe use cases for Internet of Things (IoT)
identify use cases for IoT
describe IoT components
identify user cases for Connected Field Service on Field Service Mobile application
Implement Connected Field Service with IoT Hub
manage IoT devices
manage security roles for Connected Field Service