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Microsoft Dynamics 365 Field Service (MB-240T00)

SS Course: GK100459

Course Overview

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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.

One Microsoft exam voucher included with class.

                                                                  

Scheduled Classes

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03/13/23 - GVT - Virtual Classroom - Virtual Instructor-Led

Outline

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Module 1: Configure Microsoft Dynamics 365 Field Service

  • Identify key service configuration considerations
  • Users and security roles
  • Define work order types, statuses and sub statuses
  • Define incident and service task types
  • Define Field Service products, services, and pricing options
  • Define service territories
  • Configure Field Service account preferences

Module 2: Configure bookable resources in Dynamics 365 Field Service

  • Identify the different types of resources available
  • Define supporting resource components such as characteristics, roles, and organizational units
  • Setup an individual bookable resource
  • Geocode resources, starting and ending locations, and viewing in the map
  • Define pools, crews, and facilities

Module 3: Schedule crews, facilities, and resource pooling in Dynamics 365 Field Service

  • Define and use resource pools in scheduling scenarios
  • Use the facility scheduling feature to book specific facilities for work
  • Define and schedule crews using the schedule board

Module 4: Work order management, agreements, inventory, and purchasing in Dynamics 365 Field Service

  • Identify the work order lifecycle
  • Identify the different options available for creating work orders
  • Use related records such as service accounts, incidents, products and services, and other items with work orders
  • Leverage entitlements
  • Create and manage agreements
  • Create and manage service level agreements (SLAs) for work orders
  • Define and manage inventory and warehouses

Module 5: Incident types in Dynamics 365 Field Service

  • Learn about the purpose of incident types in Dynamics 365 Field Service.
  • Learn how to create incident types.
  • Create service tasks and use them in an incident type.
  • Add products and services to an incident type.
  • Define the duration of an incident type.
  • Use incident types on work orders.

Module 6: Inspections in Dynamics 365 Field Service

  • Learn about the purpose of inspections in Dynamics 365 Field Service.
  • Learn how to create inspections.
  • Associate inspections with work orders and customer assets.
  • Perform inspections by using the Field Service mobile app.

Module 7: Manage scheduling options in Dynamics 365 for Field Service

  • Identify scenarios where the different field service scheduling options could be used
  • Navigate, filter, and modify basic schedule board settings
  • Manually schedule and reschedule items on the schedule board
  • Use the resource availability search (schedule assistant) to schedule items on the schedule board

Module 8: Customize the schedule board in Dynamics 365 Field Service

  • Define each pane in schedule board
  • Edit schedule board views and tooltips
  • Edit map pane
  • Schedule board alerts
  • Extend schedule board with JavaScript and HTML

Module 9: Deploying Resource Scheduling Optimization

  • Set up and deploy Resource Scheduling Optimization.
  • Learn about the configuration options and define optimization goals, scopes, and schedules.

Module 10: Get started with the Dynamics 365 Field Service Mobile application

  • Learn how to deploy and use the mobile application.
  • Learn about Service assets.
  • Use online and offline data.

Module 11: Customize and configure the Dynamics 365 Field Service Mobile application

  • Customize and edit the mobile application.
  • Configure offline data and barcodes.
  • Enable location tracking and push notifications.

Module 12: Integrate Dynamics 365 Remote Assist with Dynamics 365 Field Service

  • Launch Remote Assist mobile from a booking.
  • Review relevant work order information.
  • Post call information.

Module 13: Customer assets in Dynamics 365 Field Service

  • Discover the purpose of customer assets in Field Service.
  • Learn how to create customer assets.
  • Learn how to associate customer assets with work orders.
  • Learn how to configure customer asset hierarchies.
  • Learn how to use functional locations.

Module 14: Set up Field Service to create work orders from IoT data

  • Learn about the installation and setup of Connected Field Service.
  • Read device data.
  • Set device alerts.
  • Learn about using the mobile app.

Module 15: Create custom apps for Dynamics 365 Field Service

  • Learn how to use Microsoft Power Platform to customize Dynamics 365 Field Service.
  • Learn how to create Microsoft Power Apps applications for Dynamics 365 Field Service.
  • Learn how to deploy the customer experiences homepages portal for Field Service.
  • Discover how to customize Field Service.
  • Learn how to set up and customize schedule boards.
  • Learn how to enable a custom table for scheduling.

Module 16: Gather customer feedback with Dynamics 365 Customer Voice

  • Learn how to improve relationships with your customers by reviewing feedback data.
  • Learn how to use templates in Customer Voice to create projects, surveys, and emails.
  • Discover how to collect feedback by using Microsoft Power Automate, Omnichannel for Customer Service, and Customer Service Insights.
  • Find out how to use Customer Voice to understand your clients' needs and requirements.

    Prerequisites

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      Who Should Attend

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