Microsoft Dynamics 365 Field Services (MB-240T00)

Prerequisites:

Target Audience:

This course is designed for IT professionals with experience or interest in delivering Field Service solutions for large-scale customers.

Course Objectives:

Students will learn to:

• Configure Microsoft Dynamics 365 Field Service
• Configure bookable resources in Dynamics 365 Field Service
• Schedule crews, facilities, and resource pooling in Dynamics 365 Field Service
• Work order management in Dynamics 365 Field Service
• Incident types in Dynamics 365 Field Service
• Inspections in Dynamics 365 Field Service
• Manage scheduling options in Dynamics 365 for Field Service
• Customize the schedule board in Dynamics 365 Field Service
• Deploying Resource Scheduling Optimization
• Get started with the Dynamics 365 Field Service Mobile application
• Customize and configure the Dynamics 365 Field Service Mobile application
• Integrate Dynamics 365 Remote Assist with Dynamics 365 Field Service
• Customer assets in Dynamics 365 Field Service
• Set up Field Service to create work orders from IoT data
• Create custom apps for Dynamics 365 Field Service
• Gather customer feedback with Dynamics 365 Customer Voice

Course Outline:

Module 1: Configure Microsoft Dynamics 365 Field Service

• Identify key service configuration considerations
• Users and security roles
• Define work order types, statuses, and sub statuses
• Define incident and service task types
• Define Field Service products, services, and pricing options
• Define service territories
• Configure Field Service account preferences

Module 2: Configure bookable resources in Dynamics 365 Field Service

• Identify the different types of resources available
• Define supporting resource components such as characteristics, roles, and organizational units
• Setup an individual bookable resource
• Geocode resources, starting and ending locations, and viewing in the map
• Define pools, crews, and facilities

Module 3: Schedule crews, facilities, and resource pooling in Dynamics 365 Field Service

• Define and use resource pools in scheduling scenarios
• Use the facility scheduling feature to book specific facilities for work
• Define and schedule crews using the schedule board

Module 4: Work order management in Dynamics 365 Field Service

• Identify the work order lifecycle
• Identify the different options available for creating work orders
• Use related records such as service accounts, incidents, products and services, and other items with work orders
• Apply entitlements
• Create and manage agreements
• Create and manage service level agreements (SLAs) for work orders
• Define and manage inventory and warehouses

Module 5: Incident types in Dynamics 365 Field Service

• Learn about the purpose of incident types in Dynamics 365 Field Service.
• Learn how to create incident types.
• Create service tasks and use them in an incident type.
• Add products and services to an incident type.
• Define the duration of an incident type.
• Use incident types on work orders.

Module 6: Inspections in Dynamics 365 Field Service

• Learn about the purpose of inspections in Dynamics 365 Field Service.
• Learn how to create inspections.
• Associate inspections with work orders and customer assets.
• Perform inspections by using the Field Service mobile app.

Module 7: Manage scheduling options in Dynamics 365 for Field Service

• Identify scenarios where the different field service scheduling options could be used
• Navigate, filter, and modify basic schedule board settings
• Manually schedule and reschedule items on the schedule board
• Use the resource availability search (schedule assistant) to schedule items on the schedule board

Module 8: Customize the schedule board in Dynamics 365 Field Service

• Define each pane in schedule board
• Edit schedule board views and tooltips
• Edit map pane
• Schedule board alerts
• Extend schedule board with JavaScript and HTML

Module 9: Deploying Resource Scheduling Optimization

• Set up and deploy Resource Scheduling Optimization.
• Learn about the configuration options and define optimization goals, scopes, and schedules.

Module 10: Get started with the Dynamics 365 Field Service Mobile application

• Learn how to deploy and use the mobile application.
• Learn about Service assets.
• Use online and offline data.

Module 11: Customize and configure the Dynamics 365 Field Service Mobile application

• Customize and edit the mobile application.
• Configure offline data and barcodes.
• Enable location tracking and push notifications.

Module 12: Integrate Dynamics 365 Remote Assist with Dynamics 365 Field Service

• Launch Remote Assist mobile from a booking.
• Review relevant work order information.
• Post call information.

Module 13: Customer assets in Dynamics 365 Field Service

• Discover the purpose of customer assets in Field Service.
• Learn how to create customer assets.
• Learn how to associate customer assets with work orders.
• Learn how to configure customer asset hierarchies.
• Learn how to use functional locations.

Module 14: Set up Field Service to create work orders from IoT data

• Learn about the installation and setup of Connected Field Service.
• Read device data.
• Set device alerts.
• Learn about using the mobile app.

Module 15: Create custom apps for Dynamics 365 Field Service

• Learn how to use Microsoft Power Platform to customize Dynamics 365 Field Service.
• Learn how to create Microsoft Power Apps applications for Dynamics 365 Field Service.
• Learn how to deploy the customer experiences homepages portal for Field Service.
• Discover how to customize Field Service.
• Learn how to set up and customize schedule boards.
• Learn how to enable a custom table for scheduling.

Module 16: Gather customer feedback with Dynamics 365 Customer Voice

• Learn how to improve relationships with your customers by reviewing feedback data.
• Learn how to use templates in Customer Voice to create projects, surveys, and emails.
• Discover how to collect feedback by using Microsoft Power Automate, Omnichannel for Customer Service, and Customer Service Insights.
• Find out how to use Customer Voice to understand your clients' needs and requirements.