Microsoft Dynamics 365 for Field Service (Exam MB-240) 

About Microsoft Dynamics 365 Field Service MB-240 Certification

MB-240 is for candidates who are Microsoft Dynamics 365 Customer Engagement, functional consultants, with Field Service expertise. Candidates in this exam implement solutions that manage resources that complete the field service lifecycle. Candidates are responsible for the configuration and deployment of the Field Service application in conjunction with the core customer service application.

Who should take the exam?

Candidates should have knowledge of how to configure and customize components of the Field Service application, including configuring services, resources, characteristics, incidents, inventory integration, service agreements, resource scheduling, work orders, service tasks, field service user roles, field service settings, the Connected Field Service (IoT) solution, and configuration of the Field Service Mobile app.

Course Structure

The important topics covered in this MB-240 exam cover the latest exam updates and topics as of January 12, 2024 -

Domain 1 - Understanding Configure field service applications (20–25%)

1.1 Describe and configure core Field Service components

• Learn to define and configure key required security roles
• Learn to configure territories, postal codes, and organizational units
• Learn to configure characteristics and proficiency models
• Learn to implement resource roles and categories
• Learn to modify default Field Service settings
• Configure trades and trade coverages

1.2 Describe and Configure product and service pricing

• Learn to define required product and service types
• Learn to configure minimum charge amounts and durations
• Learn to determine how pricing rules affect the price that is applied to a product on a work order
• Learn to associate products and services with price lists

1.3 Describe and configure bookable resources

• Learn to manage bookable resources
• Learn to configure geocoding
• Learn to define start and end locations for resources
• Learn to configure pay types and rates
• Learn to configure working hours and working hour templates
• Learn to manage time off requests
• Enable technician time tracking
• Configure certifications and insurance
• Configure facilities and equipment

1.4 Describe and configure the scheduling of multiple resources

• Learn to determine the types of resources required
• Learn to define Requirement groups and Requirement group templates
• Learn to set up resource pools and crews
• Learn to schedule and visualize multiple resources on the schedule board

1.5 Describe to integrate other tools with Field Service

• Learn to implement Dynamics 365 Remote Assist for use with Field Service
• Learn to set up and use Dynamics 365 Remote Assist one-time call
• Learn to use Guides with work orders

Domain 2 - Understanding manage work orders (20–25%)

2.1 Describe and configure the work order lifecycle

• Learn to configure work order types and work order resolutions
• Learn to configure booking status and work order status values
• Learn to configure capabilities for billing accounts, service accounts, and functional locations
• Learn to configure billing and service accounts

2.2 Describe how to create and manage work orders

• Learn to create a work order
• Learn to add status and sub-status information to a work order
• Learn to organize work orders and resources by geography
• Learn to associate a work order with a price list, service-level agreement, and entitlement
• Learn to close a work order, including attaching a work order resolution
• Learn to collaborate on work orders by using Microsoft Teams chat
• Learn to manage work order costs based on not-to-exceed values
• Learn to create a work order by using Copilot in Microsoft Outlook

2.3 Describe to manage incidents

• Learn to configure incident types and suggestions
• Learn to assign requirement group templates to incident types
• Learn to add service tasks to incidents
• Learn to add products and services to incidents

2.4 Describe to create and manage agreements

• Learn to determine when to use agreements
• Learn to define and configure agreement preferences and settings
• Learn to configure automatic generation of work orders
• Learn to configure booking preferences
• Learn to configure agreement invoicing
• Learn to create entitlements for agreements

2.5 Describe how to manage inspections

• Learn to create inspections
• Learn to associate inspections with work orders and customer assets
• Learn to create inspection templates
• Learn to run reports on inspections
• Learn to configure advanced options for inspections

Domain 3 - Understanding Schedule and dispatch work orders (25–30%)

3.1 Describe to manage scheduling options

• Learn to schedule work orders by using the schedule board and schedule assistant
• Learn to determine when to use each scheduling option
• Learn to configure fulfillment preferences
• Learn to Configure quick scheduling (“quick book“)
• Learn to schedule a work order in the Field Service app for Outlook
• Learn to configure resource requirements for multi-day scheduling

3.2 Describe and implement schedule boards

• Learn to identify features and uses for Booking Requirements view
• Learn to implement the integrated map feature
• Learn to manually schedule work orders
• Learn to reassign and reschedule work orders
• Learn to move incomplete work orders

3.3 Describe and manage schedule boards

• Learn to configure schedule boards, including customizing views
• Learn to customize a schedule board
• Learn to configure booking rules

3.4 Describe and Implement the schedule assistant

• Learn to apply constraints to resource queries
• Learn to Filter data
• Learn to troubleshoot the schedule assistant

3.5 Describe and configure Universal Resource Scheduling

• Learn to configure resource requirements in scheduling
• Learn to enable scheduling for a table
• Learn to configure geocoding for a custom table
• Learn to manage work hours calendar for requirements
• Learn to configure booking timestamps, booking journals, and actuals

Domain 4 - Describe and manage the Field Service mobile app (5–10%)

4.1 Describe and deliver work orders by using the mobile app

• Learn to complete work orders (booking statuses, follow-up work orders, signatures, images, and Field Service technician reports)
• Learn to service and maintain customer assets, including IoT devices
• Learn to perform inspections, including adding ad hoc inspections
• Learn to manage working offline
• Learn to perform time entry
• Learn to launch related apps (Dynamics 365 Remote Assist and Guides)

4.2 Describe and Set up the mobile app

• Learn to configure security roles
• Learn to customize the mobile app including forms, views, pages, and navigation
• Learn to enable and configure location tracking and geofencing
• Learn to configure offline profiles and synchronization features
• Learn to configure push notifications
• Learn to configure barcode features
• Learn to deploy the mobile app

Domain 5 - Manage inventory and purchasing by using the built-in inventory management system (5–10%)

5.1 Describe and manage inventory and warehouses

• Learn to set up inventory and warehouses
• Learn to view product inventory
• Learn to adjust inventory levels
• Learn to transfer inventory between warehouses
• Learn to manually update inventory by using inventory journals

5.2 Describe and manage purchasing and product returns

• Learn to create purchase orders
• Learn to create a list of receivable products for a purchase order
• Learn to determine product return options
• Learn to create return merchandise authorizations
• Learn to create return-to-vendor transactions
• Learn to finalize returns

Domain 6 - Understanding to manage Connected Field Service and customer assets (5–10%)

6.1 Explain to implement Connected Field Service

• Learn to identify use cases for Connected Field Service
• Learn to register and associate IoT devices
• Learn to configure security roles for Connected Field Service
• Learn to manage devices

6.2 Explain and configure customer assets

• Learn to create and manage customer assets
• Learn to configure products to enable the automatic creation of customer assets
• Learn to associate work orders with customer assets
• Learn to create child assets
• Learn to configure 3D asset models
• Learn to define functional locations

Domain 7 - Understanding Implement Microsoft Power Platform (5–10%)

7.1 Describe and configure model-driven apps

• Learn to create and configure forms
• Learn to create and configure views
• Learn to configure navigation

7.2 Describe and create custom apps and automation

• Learn to create task-specific canvas apps and custom pages
• Learn to embed apps in Field Service
• Learn to use custom Power Automate cloud flows to automate tasks and enhance Field Service

7.3 Describe to configure Microsoft Power Pages

• Learn to configure the Field Service customer experience portal
• Learn to configure self-service scheduling
• Learn to configure pre-built Power Automate flows
• Learn to configure Track my technician settings

Exam Pattern 

• Exam Name: Microsoft Dynamics 365 Field Service
• Exam Code: MB-240
• Number of Questions: 40-60
• Length of Time:  120 Minutes
• Registration Fee:$165.00
• Passing score: 700 (on a scale of 1-1000)
• Exam Language English

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