Microsoft Dynamics 365 Field Service (MB-240T00)

Learn how to effectively configure a Dynamics 365 for Field Service implementation to maximize the tools and features available to efficiently manage a mobile work force.

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

1. Work order management in Dynamics 365 Field Service
   1. Overview of the Field Service work order lifecycle
   2. Create and define work orders
   3. Work with work order-related records
   4. Create work orders with Field Service in Outlook
   5. Work with incidents
   6. Scheduling considerations
   7. Work with inventory and warehouses
   8. Customer assets
2. Define agreements in Dynamics 365 Field Service
   1. Create agreements
   2. Booking setups
   3. Define a recurrence pattern
   4. Define invoices
   5. Activate the agreement
   6. Check your knowledge
3. Use service-level agreements and entitlements in Dynamics 365 Field Service
   1. Price lists
   2. Create an entitlement
   3. Create a work order and add work order products and services
   4. Entitlement conflicts
   5. Service-level agreements for work orders
   6. Create service-level agreements
   7. Check your knowledge
4. Incident types in Dynamics 365 Field Service
   1. Define incident types
   2. Create incident types
   3. Use incident types
   4. Check your knowledge
5. Inspections in Dynamics 365 Field Service
   1. Create inspections
   2. Associate inspections
   3. Perform inspections
   4. Check your knowledge
6. Customer assets in Dynamics 365 Field Service
   1. Create customer assets
   2. Associate customer assets
   3. Set up customer asset hierarchies
   4. Use functional locations
   5. Check your knowledge
7. Configure bookable resources in Dynamics 365 Field Service
   1. Overview of bookable resources
   2. Setup and configuration
   3. Define bookable resources
   4. Work with crews, facilities, and pools
   5. Configure entities for URS
8. Manage scheduling options in Dynamics 365 for Field Service
   1. Overview of scheduling capabilities
   2. Overview of the schedule board
   3. Schedule and reschedule
   4. Reschedule and move items
9. Customize the schedule board in Dynamics 365 Field Service
   1. Work with multiple schedule boards
   2. Schedule Board options
   3. Design and use views with the Schedule Board
   4. Configure schedule board filter queries
10. Deploying Resource Scheduling Optimization
    1. Setup and deployment options
    2. RSO configuration options
    3. Define optimization goals
    4. Define optimization scopes
    5. Define optimization schedules
    6. Check your knowledge
11. Use Resource Scheduling Optimization for Dynamics 365 Field Service
    1. Resource Scheduling Optimization scenarios
    2. Use RSO from the schedule board
    3. Work with locked bookings and resolve conflicts
    4. Single resource scheduling
    5. Troubleshooting tips
    6. Check your knowledge
12. Schedule crews, facilities, and resource pooling in Dynamics 365 Field Service
    1. Schedule multiple resources and facilities
    2. Define resources
    3. Work with fulfillment preferences
    4. Work with requirement groups
    5. Crew facility resource pool scheduling
13. Configure Microsoft Dynamics 365 Field Service
    1. Key Field Service configuration considerations
    2. Define Field Service products and services
    3. Work with work order types, territories, and status settings
    4. Resolutions
    5. Define incident and service task types
    6. Summarize records with Copilot in Field Service
    7. Define account preferences
    8. Configure Field Service settings
14. Work order management in Dynamics 365 Field Service
    1. Overview of the Field Service work order lifecycle
    2. Create and define work orders
    3. Work with work order-related records
    4. Create work orders with Field Service in Outlook
    5. Work with incidents
    6. Scheduling considerations
    7. Work with inventory and warehouses
    8. Customer assets
15. Define agreements in Dynamics 365 Field Service
    1. Create agreements
    2. Booking setups
    3. Define a recurrence pattern
    4. Define invoices
    5. Activate the agreement
    6. Check your knowledge
16. Use service-level agreements and entitlements in Dynamics 365 Field Service
    1. Price lists
    2. Create an entitlement
    3. Create a work order and add work order products and services
    4. Entitlement conflicts
    5. Service-level agreements for work orders
    6. Create service-level agreements
    7. Check your knowledge
17. Create custom apps for Dynamics 365 Field Service
    1. Create apps from Power Apps
    2. Deploy the customer experiences portal
    3. Customize Dynamics 365 Field Service
    4. Universal Resource Scheduling
    5. Set up and customize schedule boards
    6. Check your knowledge
18. Get started with the Dynamics 365 Field Service Mobile application
    1. Deploy the mobile application
    2. Work with the enhanced mobile application
    3. Service customer assets
    4. Work offline and update offline data
    5. More mobile application capabilities
    6. Check your knowledge
19. Customize and configure the Dynamics 365 Field Service Mobile application
    1. Edit the mobile application
    2. Offline configuration
    3. Barcode scanning and global search
    4. Audit locations
    5. Configure push notifications
    6. Check your knowledge
20. Get started with making Remote Assist calls
    1. Remote Assist users and roles
    2. Compare different device options
    3. Make Remote Assist calls
    4. Make calls in the Microsoft Teams mobile app
    5. Get answers to questions
    6. Check your knowledge
21. Integrate Dynamics 365 Remote Assist with Dynamics 365 Field Service
    1. Application setup and user configuration
    2. Make Remote Assist calls for Field Service work orders
    3. Make Remote Assist calls
    4. Use Field Service bookings on a HoloLens device
    5. Check your knowledge
22. Explore Dynamics 365 Field Service
    1. Describe use cases for Dynamics 365 Field Service
    2. Describe the work order lifecycle
    3. Describe incident types and service tasks
    4. Describe Copilot in Dynamics 365 Field Service
    5. Describe inspections in Dynamics 365 Field Service
    6. Describe the Dynamics 365 Field Service mobile app
    7. Describe the Dynamics 365 Field Service app for Outlook for work order creation and scheduling
23. Describe Dynamics 365 Field Service scheduling capabilities and related apps
    1. Describe resource and scheduling processes
    2. Describe asset management and customer assets
    3. Describe Connected Field Service for Dynamics 365

Each student receives a comprehensive set of materials, including course notes and all class examples.

Experience in the following is required for this Dynamics 365 class: