Exam
MB2-877

Microsoft Dynamics 365

  • Published:
    December 08, 2017
  • Languages:
    English
  • Audiences:
    Developers, IT Professionals
  • Technology:
    Microsoft Dynamics 365
  • Credit toward certification:
    MCP, MCSE

Microsoft Dynamics 365 for Field Service

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Skills measured

This 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. View video tutorials about the variety of question types on Microsoft exams.

Please note that the questions may test on, but will not be limited to, the topics described in the bulleted text.

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Set up and configure Field Service (15 – 20%)
  • Perform initial configuration steps
    • This objective may include but is not limited to: Identify key security roles, identify resource scheduling options; identify entities that can be customized with administrative settings, identify product and service categories.
  • Configure product and service pricing
    • This objective may include but is not limited to: Configure product and service pricing features including minimum charge amount, minimum charge duration, and the flat fee option; add products and services to incidents; determine when a product has a default list price and a work order price list; associate products and services with price lists; define tax codes.
  • Configure bookable resources
    • This objective may include but is not limited to: Identify fields for bookable resources; enable mapping functionality; identify entities that are geocoded; define start and end locations for resources; identify differences between address types.
  • Configure additional options
    • This objective may include but is not limited to: Configure territories and organizational units; identify skills types; configure characteristics and skills; configure proficiency models; implement resource roles and categories; explain differences between organizational units and business units.
  • Integrate other tools with Field Service
    • This objective may include but is not limited to: Automate processes by using Microsoft Flow; build flows using Visual Designer; identify uses for the Twilio solution; identify opportunities to integrate Glympse with the Connected Field Service solution.
Manage work orders (15 – 20%)
  • Describe the work order lifecycle
    • This objective may include but is not limited to: Describe work order fields; describe work order life cycle stages; identify booking status and work order status values for values for work order stages; describe uses and capabilities for billing accounts, service accounts, and sub-accounts.
  • Create and manage work orders
    • This objective may include but is not limited to: create a work order from an incident; add status and substatus information to a work order; configure work order type and priority; organize work orders and resources by geography; describe the process for closing work orders; close a work order.
  • Manage incidents
    • This objective may include but is not limited to: Describe incident types and incident type fields; create and configure incident types; add service tasks.
Schedule and dispatch work orders (15-20%)
  • Manage scheduling options
    • This objective may include but is not limited to: Describe options for scheduling work orders including the Schedule Board and Schedule Assistant; determine when to use each scheduling option; describe the stages of the scheduling process and steps that occur during each stage.
  • Implement the Schedule Board
    • This objective may include but is not limited to: Identify features and uses of the 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; create additional schedule boards; configure schedule boards; customize the schedule board; create web resources to define custom booking rules
  • Implement the Schedule Assistant.
    • This objective may include but is not limited to: Apply constraints to resource queries; filter data; specify a search radius; troubleshoot Schedule Assistant.
  • Optimize resource scheduling
    • This objective may include but is not limited to: Identify licensing requirements for resource scheduling add-on; create optimization profiles; define objectives and constraints; configure resource optimization.
  • Configure universal scheduling
    • This objective may include but is not limited to: Describe the uses and limitations of Universal Scheduling; describe prerequisites for enabling an entity for scheduling; identify entities that can be enabled for scheduling; create workflows to populate data in requirement records; create requirement views; schedule an entity.
Manage Field Service mobility (10 – 15%)
  • Install and configure the mobile app
    • This objective may include but is not limited to: Identify supported mobility options; identify unique mobile app features; describe differences between online and offline modes; identify tasks that field agents can perform; perform initial configuration steps for mobile app.
  • Customize the mobile app
    • This objective may include but is not limited to: Import the Field Service project; assign security roles; administer connected devices.
  • Manage mobile projects
    • This objective may include but is not limited to: Identify project artifacts that you can modify; edit a project; modify configuration settings; publish a mobile project.
Manage inventory and purchasing (10 – 15%)
  • Manage customer assets
    • This objective may include but is not limited to: Identify uses for customer assets; create and register customer assets; configure products to auto-create customer assets; associate work orders with customer assets; create child assets.
  • Manage inventory
    • This objective may include but is not limited to: Set up inventory and warehouses; view product inventory; compare and contrast inventory levels and inventory transfers adjust inventory levels; transfer inventory.
  • Managing purchasing and product returns
    • This objective may include but is not limited to: Describe the purchase order process; create purchase orders; display a list of receivable products for a purchase order; describe the ways that a product can be returned; create return merchandise authorizations; finalize returns.
Manage the Connected Field Service solution (5 – 10%)
  • Configure the Connected Field Service solution
    • This objective may include but is not limited to: Describe Connected Field Service; identify key benefits of Connected Field Service; install prerequisite components; install and configure Connected Field Service; identify components created during solution installation; implement the solution.
  • Manage devices
    • This objective may include but is not limited to: Use connections to configure multiple parts as one asset; categorize devices; resolve registration errors; view data from devices; remotely send commands to devices; extend connected field service solutions.
Manage Agreements (10 – 15%)
  • Create and manage agreements
    • This objective may include but is not limited to: Describe the framework required to use or create agreements; identify key elements of agreements and information needed to set up an agreement; define and configure agreement settings; configure agreement preferences.
  • Define and create bookings
    • This objective may include but is not limited to:  Identify the purpose, uses, and limitations of bookings; describe options automatic generation of bookings; set up agreement bookings.
  • Define and create invoices
    • This objective may include but is not limited to: Describe the purposes and uses for agreement invoices; identify options for generating invoices; create invoices.

Preparation options

Self-paced training

Online learning through the Microsoft Dynamics Learning Portal (DLP) is available to Microsoft Dynamics Partners who have purchased a training pack. If you haven’t purchased a training pack, sign in to PartnerSource and view the training pack details page. Find out how to gain access to the DLP site.

This DLP course covers content for Exam MB2-877

This Digital Learning course provides students with the tools to setup, configure and use Dynamics 365 for Field Service. The focus is on the using and understanding how the platform tools that are provided can be leveraged to create supporting items, such as Products and Price Lists, Territories, and Resources. In addition, topics such as Work Orders, Scheduling, Mobility, and Inventory and Purchasing are also reviewed.

Customers on a service plan can access online learning from CustomerSource. Use the Get Trained with eLearning tile, and search for the course number 81197.

Please contact mlxsupp@microsoft.com if you have questions.

From the community

Read the Microsoft Dynamics CRM Team Blog

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Who should take this exam?

Candidates for this exam are Microsoft Dynamics 365 partners who set up and use the application functionality in Microsoft Dynamics 365 for Field Service, and provide support for the application.

Candidates typically have a strong understanding of field service operations, and experience deploying, maintaining, and using Microsoft Dynamics 365 for Field Service.

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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. To help you prepare for this exam, Microsoft recommends that you have hands-on experience with the product and that you use the specified training resources. These training resources do not necessarily cover all topics listed in the "Skills measured" section.