Configure Field Service Applications

• 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
    • Enable Microsoft Teams Integration
    • Enable Microsoft Outlook Calendar integration
    • Configure technician time tracking
    • Enable and disable work order pricing
    • Enable simplified work order commands
    • Create and configure forms
    • Create and configure views
    • Configure site maps
• 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
    • Define tax codes
• 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
    • Enable technician time tracking
    • Create Customer Experience homepages
    • Set up resource work hours extensibility
• Configure Resource Types:
  • • Determine the types of resources required
    • Describe use cases for resource pools, crews, and resource groups
    • Define resource groups and resource group templates
    • Set up resource pools and crews
• Integrate Other Tools with 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 Dynamics 365 Remote Assist one-time call
    • Use Dynamics 365 Guides with work orders
    • Integrate with Dynamics 365 Supply Chain Management

Manage Work Orders

• Describe the Work Order Lifecycle:
  • • Configure work orders, including work order types and work order resolutions
    • 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 Field Service Analytics and Insights work order summary metrics
• Create and Manage Work Orders:
  • • Create a work order from an incident type, a case, an IoT alert, 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
    • Close a work order
    • Configure the functional location for an asset on a work order
      
    • Collaborate on work orders using Microsoft Teams
    • Prepare work order summary reports
• 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 entitlements
• Manage Inspections:
  • • Create inspections and ad hoc inspections
    • Associate inspections with work orders and assets
    • Perform inspections by using the Dynamics 365 Field Service mobile app
      
    • Describe use cases for analyzing results of inspections

Schedule and Dispatch Work Orders

• 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“)
    • Configure the portal for self-scheduling
    • Enable self-scheduling for customers
• 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
• Implement the Schedule Assistant:
  • • Apply constraints to resource queries
    • Filter data
    • Specify a search radius
    • Troubleshoot the schedule assistant
• 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 a table
    • Restrict booking status values for a table by using a choice
      
    • Configure geocoding for a custom table
    • Manage work hours calendar for requirements
    • Configure booking timestamps and booking journals

Manage the Dynamics 365 Field Service Mobile App

• Describe the Capabilities of the Mobile App:
  • • Deploy the mobile app
    • Complete work orders
    • Service customer assets
• Install and Set up the Mobile App:
  • • Configure security roles
    • Update mobile app forms, views, pages, and site maps
    • Configure location tracking and geofencing
    • Configure offline profiles and synchronization features
    • Configure deep linking
    • Configure push notification
    • Configure barcode features
      
    • Configure mobile booking calendar control

Manage Inventory and Purchasing

• 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:
  • • 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)
    • Create return to vendor (RTV) transactions
    • Finalize returns

Implement Assets and Connected Devices

• Describe Use Cases for Internet of Things (IoT):
  • • Describe IoT components 
    • Identify use cases for Connected Field Service on Dynamics 365 Field Service mobile app
    • Implement Connected Field Service with Azure IoT Hub
    • Manage IoT devices
    • Manage security roles for Connected Field Service
• Implement Connected Field Service with Azure IoT Hub:
  • • Manage IoT devices
    • Manage security roles for Connected Field Service
• 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