Exam MB6-889:

Microsoft Dynamics AX 2012 Service Management

Published:April 26, 2012
Audience(s):Information Workers
Technology:Microsoft Dynamics AX 2012
Type:Proctored Exam

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Preparing for an Exam
This certification exam measures your ability to understand and articulate how to use Service Industry business processes and functions in Microsoft Dynamics AX 2012 including managing service agreements, managing service orders, managing service level agreements (SLAs), managing the dispatch board, managing repairs, managing bill of materials (BOM) versioning, managing service subscriptions, and managing services in the Enterprise Portal.
Exam Topics Covered
The following list includes the topic areas covered on this exam.
  • Managing Service Agreements
  • Managing Service Orders
  • Managing Service Level Agreements (SLAs)
  • Managing the Service Dispatcher 
  • Managing Repairs
  • Managing Bill of Materials (BOM) Versioning
  • Managing Service Subscriptions
  • Managing Services in the Enterprise Portal
Audience Profile
This exam is intended for individuals who plan to use service management features in Microsoft Dynamics AX 2012. This audience typically includes sales consultants, implementation consultants, and Microsoft Dynamics AX 2012 users who are in the service industries.

Additional Skills Recommended:
General working knowledge of service management processes and the Microsoft Dynamics AX Service Management module functionalities.
Credit Toward CertificationWhen you pass Exam MB6-889: Microsoft Dynamics AX 2012 Service Management, you complete the requirements for the following certification(s):
Note This preparation guide is subject to change at any time without prior notice and at the sole discretion of Microsoft. Microsoft exams might include adaptive testing technology and simulation items. Microsoft does not identify the format in which exams are presented. Please use this preparation guide to prepare for the exam, regardless of its format.
Skills Being MeasuredThis exam measures your ability to accomplish the technical tasks listed below.The percentages indicate the relative weight of each major topic area on the exam.The higher the percentage, the more questions you are likely to see on that content area on the exam.

The information after “This objective may include but is not limited to” is intended to further define or scope the objective by describing the types of skills and topics that may be tested for the objective. However, it is not an exhaustive list of skills and topics that could be included on the exam for a given skill area. You may be tested on other skills and topics related to the objective that are not explicitly listed here.
Managing Service Agreements (13 percent)
  • Create a service agreement header.
    • This topic may include: understand the use and impact of project management, project accounting and validation settings; set up project or category validation; set up or use service agreement groups; create service agreement headers
  • Create service agreement lines.
    • This topic may include: create new service agreement lines; search for service agreement lines to copy; understand the concept of service objects; set up service object groups; create service tasks; create service object relations or service task relations; specify service task notes
  • Create a service agreement from another source.
    • This topic may include: copy lines from another service agreement; create service templates and service template groups; copy a service template into a service agreement; create a service agreement from a sales order
Managing Service Orders (13 percent)
  • Set up service parameters.
    • This topic may include: define settings for service order creation; set up service order default activities; set up service stages; set up and view stage reason codes
  • Create a service order manually.
    • This topic may include: create service order headers; create service orders or service order lines manually; create service object relations or service task relations with service orders; create CRM activities when creating service orders
  • Create a service order automatically.
    • This topic may include: combine service orders; describe service intervals; describe and use time windows; create a service order from a service agreement or sales order
  • Manage a service order
    • This topic may include: process service orders; create item requirements; cancel or delete service orders; post a service order from a service order, service agreement, or project; post a service order to a project; invoice service orders
Managing Service Level Agreements (SLAs) (12 percent)
  • Set up SLAs.
    • This topic may include: create SLAs; view information about SLAs and service orders; create service agreement groups; filter service agreements by group
  • Set up time recording.
    • This topic may include: start, stop, and restart time recording; create reason codes; understand the process of service order sign-off; define the different service order stages; use service order stages to stop time recording
Managing the Service Dispatcher (14 percent)
  • Set up the dispatch board.
    • This topic may include: set a preferred technician; create activity types; create dispatch teams and assign resources; describe the concept of color-based priorities; set the default date interval on the dispatch board
  • Manage service orders by using the dispatch board.
    • This topic may include: describe service order integration; create new service orders and assign activity types; set a default start time on service order headers; set default values on service orders
  • Manage activities by using the dispatch board.
    • This topic may include: describe activity management in the dispatch board; create activities on lines; perform typical activity actions; assign time values to activities; reassign activities; change time assignments; monitor activities; view undispatched activities; jump between forms to view activities
Managing Repairs (12 percent)
  • Set up a repair management process.
    • This topic may include: understand the repair management process; set up or define symptom areas, symptom codes, and conditions for specified symptoms; set up diagnosis areas and diagnosis codes
  • Diagnose and resolve problems.
    • This topic may include: set up resolutions and repair stages; create and finish repair lines; create service order transactions for repairs
Managing Bill of Materials (BOM) Versioning (11 percent)
  • Create and modify a template BOM.
    • This topic may include: Create or modify template BOMs
  • Create and modify a service BOM.
    • This topic may include: create service BOMs; describe the functions available for service BOMs; move a service BOM from one service object relation to another; update service BOMs; view service BOM reports; replace component items; modify service BOMs by using the BOM Designer
Managing Service Subscriptions (12 percent)
  • Create and modify subscriptions and transactions.
    • This topic may include: create subscription groups, subscription fee categories, or subscriptions; create and invoice projects; create or adjust subscription fee transactions; set up or update an indexed base price for a subscription
  • Manage subscription revenue.
    • This topic may include: invoice subscription fee transactions; create credit notes for subscription transactions; accrue revenue from subscription fee transactions; reverse subscription accruals; examine ledger transactions and posting of accrued revenue; set up subscription parameters
Managing Services in the Enterprise Portal (13 percent)
  • Manage service orders in the Enterprise Portal for technicians.
    • This topic may include: describe service order management in the Enterprise Portal; create, access, or edit service orders; create or edit service order lines; create repair lines; view repair lines, object relation lines, and task relation lines; view service agreements; describe Role Center concepts
  • Manage service orders in the Enterprise Portal for customers.
    • This topic may include: access and view the status of service orders in the Enterprise Portal; create service orders; view subscriptions; review web service orders; transfer web service orders to the Service orders form
Preparation Tools and ResourcesTo help you prepare for this exam, Microsoft Learning recommends that you have hands-on experience with the product and that you use the following training resources. These training resources do not necessarily cover all of the topics listed in the "Skills Measured" tab.
Learning Plans and Classroom Training
Microsoft E-Learning
  • 80414AE: Service Management in Microsoft Dynamics AX 2012 (4 Hours)
Microsoft Press Books There are no Microsoft Press books currently available.
Practice Tests There are no practice tests currently available.
Microsoft Online Resources
Online Help within the Microsoft Dynamics AX 2012 product.
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