MB-910 Describe Dynamics 365 Field Service — 10 Questions

Question 1

A field service manager receives reports that technicians are not completing work orders on time. The manager notices that some work orders are scheduled for a technician who is on vacation. Which feature should the manager use to prevent this issue?

Accepted Answer

Configure Resource Scheduling Optimization to automatically assign work orders.. Option B is correct because Resource Scheduling Optimization (RSO) in Dynamics 365 Field Service can automatically assign work orders based on technician availability, skills, and location. By configuring RSO to respect technician schedules (including vacation time), the system prevents assigning work orders to unavailable technicians, directly addressing the manager's issue.

Answer

Use the Field Service mobile app to view technician availability.

Answer

Use the schedule board to manually assign work orders.

Answer

Adjust scheduling parameters to require manager approval for all assignments.

Question 2

A company uses Dynamics 365 Field Service and wants to ensure that when a customer reports an issue, the system automatically creates a work order with the correct service account and bill-to account. The customer is under a parent account with multiple service locations. What should the administrator configure?

Accepted Answer

Set the service account and bill-to account on the work order from the incident.. Option B is correct because when a customer reports an issue, the incident record can be configured to automatically populate the service account and bill-to account on the work order. This ensures that the work order is created with the correct accounts, even when the customer is under a parent account with multiple service locations, by using the incident's account relationship to derive the service and billing information.

Answer

Use the account field on the incident to automatically populate the service account.

Answer

Set the tax code on the incident to determine billing.

Answer

Configure the work order type to specify default accounts.

Question 3

A technician needs to record the time spent on a work order and the parts used. Which Field Service mobile app feature should the technician use?

Accepted Answer

Field Service mobile app. The Field Service mobile app is the correct tool because it is specifically designed for technicians to record time and materials (parts) against work orders in real time. It integrates directly with Dynamics 365 Field Service to capture actual start/end times and inventory usage, syncing data back to the backend for billing and reporting.

Answer

Customer portal

Answer

Schedule board

Answer

Power Platform admin center

Question 4

A company wants to reduce the number of repeat visits by ensuring that technicians have the right parts when they arrive. Which approach should the company use?

Accepted Answer

Set up inventory management to track parts and replenish van stock.. Option B is correct because inventory management in Dynamics 365 Field Service allows organizations to track parts, manage van stock levels, and automatically replenish inventory. This ensures technicians have the required parts on hand before arriving at a job, directly reducing repeat visits caused by missing components.

Answer

Use Resource Scheduling Optimization to assign the nearest technician.

Answer

Require technicians to use the mobile app to view work order details.

Answer

Enable the customer portal for customers to order parts.

Question 5

A technician cannot see the work orders assigned to them in the Field Service mobile app. The work orders appear in the schedule board. What is the most likely cause?

Accepted Answer

The work orders are in 'Scheduled' status and need to be set to 'In Progress'.. In Dynamics 365 Field Service, work orders must be in 'In Progress' status to appear in the technician's mobile app work order list. The 'Scheduled' status is used for planning and dispatching on the schedule board, but the mobile app filters out scheduled work orders until the technician manually changes the status to 'In Progress' to begin work. This ensures that only active assignments are visible to the field technician.

Answer

The technician does not have the correct security role for the mobile app.

Answer

The work orders are not yet published via the background process.

Answer

The mobile app is not configured for offline use.

Question 6

A company wants to offer customers the ability to schedule their own appointments online. Which Dynamics 365 Field Service feature should they use?

Accepted Answer

Customer portal. The Customer portal (D) is the correct feature because it provides a self-service interface where customers can directly schedule appointments online without needing to contact a dispatcher. This aligns with the requirement for customers to manage their own bookings, leveraging Dynamics 365 Field Service's portal capabilities to expose available time slots and trigger scheduling logic.

Answer

Schedule board

Answer

Resource Scheduling Optimization

Answer

Field Service mobile app

Question 7

A dispatcher needs to see real-time location of all technicians to assign emergency work orders. Which tool should the dispatcher use?

Accepted Answer

Schedule board. The Schedule Board in Dynamics 365 Field Service provides a real-time, map-based view of all technicians' locations and their current work orders. This allows dispatchers to see who is available and geographically closest to an emergency, enabling them to assign work orders efficiently. The Schedule Board is the primary tool for manual dispatching and real-time resource visibility.

Answer

Field Service mobile app

Answer

Resource Scheduling Optimization

Answer

Customer portal

Question 8

A company uses Dynamics 365 Field Service and wants to track inventory of parts on technician vans. The company also needs to know which parts are used on each work order. What should the company configure?

Accepted Answer

Inventory journals. Inventory journals in Dynamics 365 Field Service are used to track parts inventory on technician vans and record adjustments, transfers, or usage. They allow the company to maintain accurate stock levels for van inventory and link parts consumption to specific work orders, ensuring traceability of which parts are used on each job.

Answer

Work order products

Answer

Purchase orders

Answer

Inventory transfers

Question 9

Which TWO components are required to implement Dynamics 365 Field Service? (Choose two.)

Accepted Answer

Dynamics 365 subscription. A Dynamics 365 subscription is required because Field Service is a Dynamics 365 application that runs on the Microsoft Dataverse platform, which is included in the subscription. Without a valid Dynamics 365 license, you cannot provision or access Field Service modules.

Answer

SQL Server database

Answer

Power BI license

Answer

Azure subscription

Question 10

Which THREE features can be used to manage customer agreements in Dynamics 365 Field Service? (Choose three.)

Accepted Answer

Service level agreements (SLAs). Service level agreements (SLAs) in Dynamics 365 Field Service define response and resolution time commitments for customer agreements. They are directly associated with agreements to enforce contractual service timelines, making option C correct.

Answer

Work orders

Answer

Inventory adjustments