MB-910 Describe Dynamics 365 Field Service — 100 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?

Choose an answer to begin — your selection is scored in the full session.

Accepted Answer

Configure Resource Scheduling Optimization to automatically assign work orders.. 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.

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Use the Field Service mobile app to view technician availability.

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Use the schedule board to manually assign work orders.

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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.. 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.

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

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Set the tax code on the incident to determine billing.

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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.

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Customer portal

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Schedule board

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Power Platform admin center

Question 4

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 technician does not have the correct security role for the mobile app.. In Dynamics 365 Field Service, work orders assigned to a technician (status 'Scheduled') appear in the mobile app's work order list. The mobile app does not require a status change to 'In Progress' for visibility. The most likely cause when work orders are visible on the schedule board but not in the mobile app is a security role issue: the technician lacks the necessary permissions (e.g., 'Field Service - Resource' role) to view work orders in the mobile app. The schedule board uses different security logic, so it can show assignments even when the mobile app cannot.

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The work orders are in 'Scheduled' status and need to be set to 'In Progress'.

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

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The mobile app is not configured for offline use.

Question 5

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.

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Work order products

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Purchase orders

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Inventory transfers

Question 6

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

Accepted Answer

Dynamics 365 subscription. Option B (Dynamics 365 subscription) is correct because Field Service is a first-party Dynamics 365 application that must be licensed through a Dynamics 365 subscription, which provisions the required Field Service and related Common Data Service entitlements. Option D (Power Apps environment) is correct because Dynamics 365 Field Service is deployed within a Power Platform environment (formerly Common Data Service environment) that provides the Dataverse storage, security model, and app runtime needed for the Field Service solution. Option A (SQL Server database) is not required because Dataverse abstracts the underlying data storage and customers do not provision or manage SQL Server for Field Service. Option C (Power BI license) is not required to implement Field Service; Power BI is only an optional analytics/reporting add-on. Option E (Azure subscription) is not required because Field Service runs on Microsoft-managed cloud infrastructure and does not require the customer to supply an Azure subscription.

Answer

SQL Server database

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Power BI license

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Azure subscription

Question 7

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) (C) are correct because SLAs in Dynamics 365 Field Service define response and resolution time commitments (KPIs such as 'first response by' and 'resolve by') that formalize the service terms a customer has agreed to. Agreements (D) are correct because the Agreements entity is the core record for managing recurring customer agreements, automatically generating work orders and invoices based on a schedule, start/end dates, and price lists. Billing schedules (E) are correct because they are attached to an agreement to define how and when the customer is invoiced (for example, per work order, per agreement, or on a fixed schedule), which is essential to managing the financial side of a customer agreement. Work orders (A) are not correct here because they are the transactional output of an agreement rather than a feature for managing the agreement itself, and inventory adjustments (B) are not correct because they are used to reconcile stock quantities and have no role in customer agreement management.

Answer

Work orders

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Inventory adjustments

Question 8

Which TWO steps are required to set up Resource Scheduling Optimization for automatic scheduling? (Choose two.)

Accepted Answer

Configure a schedule board. Option B is correct because Resource Scheduling Optimization (RSO) in Dynamics 365 Field Service requires configuring a schedule board to visualize and manage the optimized bookings, and the RSO schedule board view must be set up so dispatchers can review and interact with optimization results. Option D is correct because RSO scopes optimization to a resource pool — you must create a resource pool containing the resources to be optimized and then associate that pool with the optimization scope, since RSO only schedules resources within the defined pool. Option A is incorrect because RSO does not depend on an Azure function for real-time updates; it runs as a scheduled service within Field Service. Option C is incorrect because RSO is triggered by its own optimization schedule (recurring job) rather than a Power Automate flow. Option E is incorrect because RSO uses the built-in scheduling engine and requirement/resource matching logic, not a custom API.

Answer

Configure an Azure function for real-time updates

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Set up a Power Automate flow to trigger optimization

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Develop a custom API for resource matching

Question 9

Refer to the exhibit. A dispatcher needs to assign this work order to a technician who can service HVAC units in the Downtown territory. The technician must be certified to work on HVAC-001. Which field should the dispatcher check to ensure the technician is certified?

Accepted Answer

Customer Asset. The Customer Asset field (D) is correct because it stores the specific product or equipment (e.g., HVAC-001) that the work order references. In Dynamics 365 Field Service, the technician's certification is linked to the product or asset type via the Bookable Resource Certification entity. By checking the Customer Asset field, the dispatcher can identify the exact asset model (HVAC-001) and then verify that the technician holds a valid certification for that specific product.

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Work Order Type

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Primary Incident

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Service Territory

Question 10

Refer to the exhibit. A dispatcher sees that two work orders remain unscheduled after optimization. What should the dispatcher do to resolve the issue for WO-00346?

Accepted Answer

Add the 'Electrical Certification' skill to an existing resource.. The optimization engine could not schedule WO-00346 due to a missing required skill on available resources. Adding the 'Electrical Certification' skill to an existing resource fills the gap, enabling the engine to assign the work order. This directly addresses the root cause of the scheduling failure.

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Change the service territory to a nearby area.

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Change the work order type to a different category.

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Create a new resource record with the required skill.

Question 11

GreenTech Solutions provides IT support and uses Dynamics 365 Field Service. They have a team of 5 technicians. Each technician has a van stocked with common parts. Recently, technicians have been reporting that they run out of essential parts like network cables and power supplies while on site, causing delays. The company wants to ensure that van inventory is replenished automatically based on usage. Additionally, they want to track which parts are used on each work order for billing. The company currently uses work order products to record parts used, but there is no integration with inventory. Which feature should GreenTech implement to address these requirements?

Accepted Answer

Implement inventory journals to record parts usage and trigger replenishment.. Inventory journals in Dynamics 365 Field Service allow technicians to record parts usage directly from van stock, which automatically reduces on-hand quantities and can trigger replenishment workflows. This meets both requirements: tracking parts per work order for billing and enabling automatic restocking based on usage thresholds.

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Set up inventory transfers between warehouses and vans.

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Use customer assets to track parts installed at customer sites.

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Configure purchase orders to automatically order parts when stock is low.

Question 12

A field service organization is experiencing delays in work order completion because technicians often arrive at customer sites without the necessary parts. The company wants to ensure that the correct parts are loaded onto the service vehicle before the technician departs. Which feature should the company use?

Accepted Answer

Resource Scheduling Optimization. Resource Scheduling Optimization (RSO) is the correct feature because it can automatically optimize schedules based on technician skills, location, and required parts inventory. By configuring RSO to consider part availability before dispatching, the system ensures that only technicians with the necessary parts loaded on their vehicle are assigned to work orders, preventing delays from missing parts.

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Remote Assist

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Service Task Type

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Inventory Projection

Question 13

A global company uses Dynamics 365 Field Service and has multiple warehouses. They want to ensure that when a work order is created for a specific service territory, the system automatically suggests the closest warehouse with the required parts in stock. What should the company configure?

Accepted Answer

Resource Scheduling Optimization with Inventory Optimization. Resource Scheduling Optimization (RSO) with Inventory Optimization is the correct configuration because it enables the system to automatically suggest the closest warehouse that has the required parts in stock when a work order is created for a specific service territory. RSO uses location-based constraints and inventory availability data to optimize resource and warehouse selection, ensuring efficient fulfillment without manual intervention.

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Purchase Orders

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Inventory Transfer

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Booking Rules

Question 14

A medium-sized HVAC company uses Dynamics 365 Field Service. They have 20 technicians and manage hundreds of work orders per week. Recently, they noticed that work orders are frequently scheduled without considering technician certifications (e.g., only certified technicians can handle refrigerant-related tasks). This has caused re-scheduling delays and customer dissatisfaction. Additionally, the company wants to enforce that when a technician completes a work order, the system automatically generates a follow-up work order for preventive maintenance in 6 months. The company has implemented Resource Scheduling Optimization (RSO) and uses the Field Service Mobile App. Currently, there is no validation for certifications. What is the most efficient way to address both requirements?

Accepted Answer

Set up Requirement Groups on work orders to specify required certifications, and configure the Work Order Type for follow-up to automatically generate a new work order (using 'Generate Service' option).. Requirement Groups in Dynamics 365 Field Service allow you to specify required skills or certifications directly on a work order, which Resource Scheduling Optimization (RSO) then uses to automatically match only certified technicians. Additionally, the Work Order Type configuration with the 'Generate Service' option enables automatic creation of a follow-up work order for preventive maintenance upon completion, addressing both requirements without custom development.

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Define a custom workflow to check certification before booking and create a purchase order for follow-up maintenance.

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Create a custom field for certifications and manually assign technicians. Use a Power Automate flow to create follow-up work orders based on the custom field.

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Configure booking alerts to notify dispatchers when a non-certified technician is scheduled, and use a workflow to generate follow-up work orders upon completion.

Question 15

A dispatcher notices that when a technician changes their booking status to 'Traveling', the booking status automatically transitions to 'In Progress' without requiring a manual update. Which system behavior is being configured through the booking status metadata shown in the exhibit?

Accepted Answer

The status behavior defines the state group and triggers automatic state transitions.. The booking status metadata in Dynamics 365 Field Service includes a 'Status Behavior' setting that defines the state group (e.g., 'In Progress') and can trigger automatic transitions when a technician updates their status to 'Traveling'. This is configured through the booking status record, where the 'Status Behavior' field determines whether the status belongs to a specific state (like 'In Progress') and whether it automatically transitions to another status upon certain actions, such as when the technician starts traveling.

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The booking status description provides instructions for technicians.

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The status color is used to highlight the booking on the schedule board.

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The booking status ID maps the status to a specific work order type.

Question 16

You are a field service administrator for a company that provides HVAC maintenance. The company uses Dynamics 365 Field Service with Resource Scheduling Optimization (RSO). Recently, technicians have reported that they are receiving work orders that require specialized parts (e.g., specific filters) that are not in their truck inventory. The dispatchers manually override RSO suggestions to send technicians who have the parts, but this is inefficient. The company wants to ensure that RSO considers technician inventory levels when scheduling. You need to configure the system to meet this requirement. Which action should you take?

Accepted Answer

Configure Inventory Adjustment to track technician onboard inventory and set work order products as resource requirements for RSO.. It enables Resource Scheduling Optimization (RSO) to consider technician onboard inventory by configuring Inventory Adjustment to track parts on the truck and setting work order products as resource requirements. This ensures RSO automatically filters technicians based on part availability, eliminating the need for manual dispatcher overrides.

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Disable Resource Scheduling Optimization and rely on manual scheduling.

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Create a new inventory pool and assign all work orders to that pool.

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Use a custom workflow to check inventory levels after scheduling and reassign work orders.

Question 17

A global field service company uses Dynamics 365 Field Service to manage work orders across multiple time zones. Dispatchers need to see technician availability in their local time. Which configuration is required to ensure that availability is displayed correctly?

Accepted Answer

Set the time zone on each resource record. The time zone on each resource record determines the technician's local time, which is used by the schedule board to display availability correctly across time zones. Option A is wrong because Field Service settings do not have a global time zone conversion toggle; time zone handling is per resource or booking. Option B is wrong because configuring the schedule board to use UTC would show all times in UTC, not the dispatcher's local time. Option C is wrong because the booking time zone on a work order is for the location of the work, not the technician's availability.

Answer

Enable time zone conversion in Field Service settings

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Configure the schedule board to use UTC

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Set the booking time zone on each work order

Question 18

A field service manager wants to see a real-time view of all active work orders on a map. Which Dynamics 365 Field Service component should they use?

Accepted Answer

Schedule Board. The schedule board provides a map view of work orders and resources. Option B is wrong because the Work Order form shows one work order at a time, not a real-time map view. Option C is wrong because the Customer Portal is for customers to view their own service requests. Option D is wrong because the Field Service Mobile App is for technicians to manage their assigned work orders, not for managers to see a real-time map of all active work orders.

Answer

Work Order Form

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Customer Portal

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Field Service Mobile App

Question 19

A field service company uses Dynamics 365 Field Service with Resource Scheduling Optimization (RSO). They want to ensure that emergency work orders are scheduled as soon as possible, even if it means delaying another work order. Which RSO strategy should they configure?

Accepted Answer

Priority-based scheduling. Priority-based scheduling in Resource Scheduling Optimization (RSO) allows the system to rank work orders by priority so that emergency or high-priority jobs are scheduled first, even at the expense of delaying lower-priority work. This directly matches the requirement to ensure emergency work orders are scheduled as soon as possible. RSO uses the priority field on work orders to drive the optimization objective.

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Balanced optimization

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Manual scheduling

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Shortest travel time

Question 20

A company uses Dynamics 365 Field Service and wants to enable technicians to view work orders offline on mobile devices. Which two components are required?

Accepted Answer

Offline synchronization. Option B (Offline synchronization) is correct because the Field Service Mobile app relies on the offline sync mechanism to download work orders, bookings, and related records to the device's local SQLite database, allowing technicians to view and update them without connectivity and later push changes back to Dynamics 365. Option C (Field Service Mobile App) is correct because it is the dedicated mobile client (built on Power Apps/Resco) that technicians install on iOS, Android, or Windows devices to access their assigned work orders in the field, and it is the component that actually exposes the offline data to the user. Option A (Power Apps portals) is not correct because portals are for external-facing web experiences, not for offline mobile work order access. Option D (Resource Scheduling Optimization) is not correct because it is an add-on that automatically optimizes booking assignments, not a mobile offline viewing component. Option E (Connected Field Service) is not correct because it enables IoT-driven proactive service scenarios, not offline work order viewing.

Answer

Power Apps portals

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Resource Scheduling Optimization

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Connected Field Service