Configure field service applications

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 • Enable conditional Field Service settings • Enable Microsoft Teams Integration 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 Configure bookable resources • Manage bookable resources • 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 Schedule multiple resources • Determine the types of resources required • Describe use cases for resource pools, crews, and Requirement groups • Define Requirement groups and Requirement group templates • Set up resource pools and crews Integrate other tools with Dynamics 365 Field Service • 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 Create and configure field service visualizations • Configure dashboards • Design and create field service charts • Design reports by using the Report Wizard • Design, create, and share Power BI reports and dashboards • Understand the key Field Service Analytics and Insights work order summary metrics

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 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 • Collaborate on work orders by using Microsoft Teams • Prepare work order summary reports • Configure work order resolutions • Manage work order costs using not-to-exceed 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 and ad hoc inspections • Associate inspections with work orders and customer assets • Describe use cases for analyzing results of inspections • Create inspection templates • Run reports on inspections

Manage the Dynamics 365 Field Service mobile app

Describe the capabilities of the mobile app • Deploy the mobile app • Complete work orders • Service and maintain customer assets Set up the mobile app • Configure security roles • Customize the mobile app including forms, views, pages, and site maps • Enable and configure location tracking and geofencing • Configure offline profiles and synchronization features • Configure deep linking • Configure push notifications • Configure barcode features

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

Manage Connected Field Service and customer assets

Implement Connected Field Service • Describe IoT deployment options • Identify use cases for Connected Field Service • Manage and associate IoT devices • Configure security roles for Connected Field Service Define and configure customer assets • Describe uses for 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

Configure model-driven apps • Create and configure forms • Create and configure views • Configure site maps Create custom apps and automation • Create task-specific canvas apps and custom pages • Embed apps in Dynamics 365 Field Service • Use custom Power Automate cloud flows to automate tasks and enhance Field Service

Manage customer experiences

Configure Microsoft Power Pages • Configure Field Service customer experience portal • Configure self-service scheduling • Configure pre-built Power Automate flows • Track technician location Capture customer feedback by using Customer Voice • Create a survey • Trigger distribution of a survey • Apply formatting and branding to a survey • Describe and analyze survey results including CSAT and Net Promoter Score (NPS) • Describe survey elements including question types

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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”)

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

Manage schedule boards
• Describe use cases for multiple schedule boards
• Configure schedule boards
• Customize a 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
• Describe the role of resource requirements in scheduling
• Enable scheduling for a table
• Configure geocoding for a custom table
• Manage work hours calendar for requirements
• Describe booking timestamps, booking journals, and actuals