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  • Published:
    April 26, 2012
  • Languages:
  • Audiences:
    Information workers
  • Technology:
    Microsoft Dynamics AX 2012
  • Credit toward certification:

Microsoft Dynamics AX 2012 Service Management

This exam has been retired

For currently available options, please see the Microsoft Certification exam list.

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.

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Manage service agreements (13%)
  • Create a service agreement header
    • 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
    • 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
    • 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
  • Preparation resources

Manage service orders (13%)
  • Set up service parameters
    • 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
    • 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
    • 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
    • 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
  • Preparation resources

Manage Service Level Agreements (SLAs) (12%)
Manage the Service Dispatcher (14%)
  • Set up the Dispatch board
    • 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
    • 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
    • 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
  • Preparation resources

Manage repairs (12%)
Manage bills of materials (BOMs) versioning (11%)
Manage service subscriptions (12%)
Manage services in the Enterprise Portal (13%)

Who should take this exam?

This exam is designed for sales consultants, implementation consultants, and Microsoft Dynamics AX 2012 users who are in service industries and who plan to use service management features in Microsoft Dynamics AX 2012. Candidates should have a general working knowledge of service management processes and of the Microsoft Dynamics AX Service Management module functionalities.

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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.