MB-910 Describe Dynamics 365 Field Service — 100 Questions

Question 1

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.

Answer

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

Answer

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

Answer

The mobile app is not configured for offline use.

Question 2

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

Answer

Customer Portal

Answer

Field Service Mobile App

Question 3

Which TWO scenarios are best suited for Dynamics 365 Field Service integration with Azure IoT Hub? (Choose two.)

Accepted Answer

Predictive maintenance of industrial equipment. Options A and D are correct. Predictive maintenance uses IoT data to predict failures, and automatic work order creation from IoT alerts is a key integration. Option B is wrong because customer feedback is typically collected via surveys. Option C is wrong because training technicians using mixed reality is not a primary use case for IoT Hub integration. Option E is wrong because generating sales leads from service visits is related to sales and marketing, not IoT Hub.

Answer

Collect customer feedback after service

Answer

Training technicians using mixed reality

Answer

Generate sales leads from service visits

Question 4

A field technician needs to access work order details offline while in a remote area. Which Dynamics 365 Field Service capability supports offline access?

Accepted Answer

Field Service Mobile app with offline mode. The Field Service Mobile app supports offline synchronization, allowing technicians to access work order details without an internet connection. Option A (Connected Field Service) is incorrect because it relies on IoT connectivity, not offline access. Option B (Customer Portal) is incorrect because it is an online portal for customers. Option C (Resource Scheduling Optimization) is incorrect because it is a scheduling tool that requires online connectivity.

Answer

Connected Field Service

Answer

Customer Portal

Answer

Resource Scheduling Optimization

Question 5

You review the Resource Scheduling Optimization configuration for a Dynamics 365 Field Service environment. Based on the exhibit, what is a likely outcome of this configuration?

Accepted Answer

Technicians may be assigned to work orders they are not qualified for. ConsiderSkillRequirements is false, meaning skill matching is not considered, which may lead to assigning unqualified resources. Option A is wrong because the schedule horizon is 7 days, not 30. Option C is wrong because the schedule horizon is 7 days, not 24 hours. Option D is wrong because the goal is to minimize travel time, not maximize.

Answer

Work orders are scheduled up to 30 days in advance

Answer

Technicians are scheduled only for the next 24 hours

Answer

Travel time is maximized to reduce costs

Question 6

A field service manager wants to automatically schedule work orders based on technician skills, location, and availability. Which feature should be configured?

Accepted Answer

Resource Scheduling Optimization (RSO). The Resource Scheduling Optimization (RSO) add-in is designed to automatically schedule work orders based on defined optimization goals like skills, location, and availability. Option A is incorrect because the schedule board is a manual tool. Option B is incorrect because Customer Service workspace is for service agents. Option D is incorrect because Connected Field Service focuses on IoT.

Answer

Schedule board

Answer

Customer Service workspace

Answer

Connected Field Service

Question 7

A company wants to generate work orders automatically when a customer's IoT device sends an alert indicating a malfunction. Which Dynamics 365 Field Service feature should they use?

Accepted Answer

Connected Field Service. Connected Field Service integrates with Azure IoT to automatically create work orders from device alerts. Option A is incorrect because Resource Scheduling Optimization is for scheduling, not IoT. Option B is incorrect because Customer Asset Management is for managing customer assets, not IoT. Option D is incorrect because Field Service Mobile is the app used by technicians.

Answer

Resource Scheduling Optimization

Answer

Customer Asset Management

Answer

Field Service Mobile

Question 8

A field service organization needs to track the history of maintenance performed on specific pieces of equipment at customer sites. What should they use?

Accepted Answer

Customer assets. Customer assets are used to record and track equipment at customer locations, including service history. Option A (Inventory transfers) is incorrect because inventory transfers track parts movement, not equipment history. Option B (Work orders) is incorrect because work orders are for specific tasks, not ongoing asset history. Option D (Service agreements) is incorrect because service agreements define terms, not asset history.

Answer

Inventory transfers

Answer

Work orders

Answer

Service agreements

Question 9

A field service organization uses Dynamics 365 Field Service to manage work orders. Technicians report that their mobile app does not show the customer's asset details even though the asset is linked to the work order. You need to ensure asset details are visible on the mobile app. What should you configure?

Accepted Answer

Configure the Field Service Mobile configuration to include asset details.. The Field Service Mobile configuration determines which fields and entities appear on the mobile app. Asset details must be included in the mobile project or form configuration. Option B is wrong because field service settings in the admin center control scheduling and other system-level settings, not mobile visibility. Option C is wrong because work order types categorize work orders but do not control which fields are displayed on the mobile app. Option D is wrong because the Bookable Resource record identifies the technician but does not affect the data shown in the mobile app.

Answer

Modify the field service settings in the Dynamics 365 admin center.

Answer

Change the work order type to include asset details.

Answer

Update the Bookable Resource record for each technician.

Question 10

A company uses Dynamics 365 Field Service with Connected Field Service for IoT alerts. An IoT device sends a high-temperature alert, but no work order is automatically created. You need to diagnose why the work order was not generated. What is the most likely cause?

Accepted Answer

The device that sent the alert is not registered in Dynamics 365 Field Service.. The device must be registered in Dynamics 365 Field Service to associate the IoT alert with a customer asset and trigger work order creation. Without registration, the alert cannot be linked, and no work order is generated. Option A is wrong because although a work order template is required to define the work to be created, device registration is a prerequisite; without it, the template is not applied. Option B is wrong because the IoT Hub connection is necessary to receive alerts, but since an alert was sent, the connection is functioning. Option D is wrong because the alert being from an Azure IoT Hub device is expected; the issue is not the source but the device not being registered in Field Service.

Answer

The work order template for high-temperature alerts is not configured.

Answer

The IoT Hub connection is not configured in Field Service settings.

Answer

The IoT alert was not sent from an Azure IoT Hub device.

Question 11

Refer to the exhibit. A work order is in 'Open - Unscheduled' status with a high priority. The required product 'Air Filter' has 0 quantity on hand. What should you do before scheduling the technician?

Accepted Answer

Reserve the Air Filter from another warehouse or create a purchase order.. Without the required part, the technician cannot complete the job. The product must be reserved or procured first. Option B is wrong because removing the product requirement does not solve the inventory issue and the part is still needed. Option C is wrong because scheduling immediately without the part will likely cause rescheduling delays. Option D is wrong because changing the service account does not address the inventory shortage.

Answer

Remove the product requirement from the work order.

Answer

Schedule the technician immediately and inform them to pick up the part later.

Answer

Change the service account to one that has the part.

Question 12

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.. 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 13

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.

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 14

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 15

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.. 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 16

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 17

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 18

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 19

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 20

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