MB-910 Describe Dynamics 365 Field Service Practice Test 2 — 15 Questions

Question 1

A field service organization wants to automatically schedule work orders based on technician skills, location, and availability. Which Dynamics 365 Field Service feature should they use?

Accepted Answer

Resource Scheduling Optimization. Resource Scheduling Optimization (RSO) is the correct feature because it uses AI and constraint-based logic to automatically schedule work orders by evaluating technician skills, location, and availability. Unlike manual scheduling tools, RSO optimizes assignments in real time based on predefined objectives like travel time or priority.

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Schedule Board

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Customer Service Hub

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Connected Field Service

Question 2

A technician reports that a work order shows incorrect inventory quantities when they try to record parts used. The inventory in the warehouse was recently updated. What is the most likely cause?

Accepted Answer

The work order warehouse is set to a different location than the actual warehouse. When inventory quantities appear incorrect on a work order, the most likely cause is that the work order warehouse is set to a different location than the actual warehouse where the inventory was updated. In Dynamics 365 Field Service, each work order is associated with a specific warehouse (service location), and inventory adjustments or updates are applied to the warehouse record. If the work order references a different warehouse, the system will show the inventory quantities for that incorrect warehouse, not the recently updated one.

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The product price list is outdated

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The customer's billing address is wrong

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The work order type is incorrect

Question 3

A company deploys Dynamics 365 Field Service and wants to ensure technicians can access work orders and customer asset history offline on their mobile devices while in remote areas. Which approach should they use?

Accepted Answer

Use the Field Service Mobile app with offline synchronization. The Field Service Mobile app with offline synchronization is the correct approach because it is specifically designed to allow technicians to download work orders, customer asset history, and other relevant data to their mobile devices. This enables full functionality—including viewing, updating, and capturing signatures—without requiring a continuous internet connection, with changes automatically syncing when connectivity is restored.

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Export work orders to Excel and manually update later

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Ensure technicians always have cellular connectivity

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Access work orders through Microsoft Teams on mobile

Question 4

A manager wants to see which work orders are scheduled for today on a map-based view. Which tool in Dynamics 365 Field Service provides this?

Accepted Answer

Schedule Board. The Schedule Board in Dynamics 365 Field Service provides a map-based view that displays work orders, resources, and their schedules. It allows managers to see which work orders are scheduled for today, drag-and-drop to reschedule, and filter by various criteria. This makes it the correct tool for visualizing work orders on a map.

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Customer Service Hub

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Resource Scheduling Optimization

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Work Order list

Question 5

A work order requires a specific part that is currently out of stock in the warehouse. What should the scheduler do to ensure the part is available before assigning a technician?

Accepted Answer

Create a purchase order from the work order to procure the part. Option B is correct because Dynamics 365 Field Service allows schedulers to create a purchase order directly from a work order when a required part is out of stock. This ensures the part is procured and available before a technician is assigned, preventing delays and incomplete service calls.

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Change the work order type to 'Service'

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Run Resource Scheduling Optimization

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Close the work order and reopen it later

Question 6

Which TWO of the following are benefits of using Connected Field Service in Dynamics 365?

Accepted Answer

Receive automatic alerts when equipment fails. Connected Field Service integrates IoT (Internet of Things) sensor data with Dynamics 365 Field Service. Option C is correct because the system can be configured to automatically generate alerts when equipment sends a failure signal via IoT telemetry, enabling immediate response. Option E is correct because predictive maintenance uses historical sensor data and machine learning models to forecast failures before they occur, allowing proactive servicing.

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Optimize technician schedules automatically

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Automate customer billing for services

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Automatically reorder inventory when stock is low

Question 7

Which THREE of the following can be defined in a Dynamics 365 Field Service work order? (Select three.)

Accepted Answer

Service address. A service address is a core component of a work order in Dynamics 365 Field Service because it defines the physical location where the on-site service will be performed. This address is used for scheduling, routing, and dispatching resources, and it is typically populated from the customer account or service account record.

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Purchase order number

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Customer credit score

Question 8

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 9

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 10

A company is planning to implement Dynamics 365 Field Service. They want to enable mobile technicians to view their schedule, update work order status, and capture customer signatures. Which THREE features should the company implement?

Accepted Answer

Push Notifications. Push Notifications (B) are correct because they enable the Field Service mobile app to alert technicians in real time about new assignments, schedule changes, or urgent work orders, ensuring they stay informed without constantly checking the app. This directly supports the requirement for technicians to view their schedule and respond promptly.

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IoT Alerts

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Customer Portal

Question 11

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).. Option C is correct because 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 12

A field service organization wants to streamline scheduling of work orders. Which TWO capabilities of Dynamics 365 Field Service can help optimize scheduling?

Accepted Answer

Resource Scheduling Optimization (RSO). Resource Scheduling Optimization (RSO) uses machine learning and predefined optimization goals to automatically assign work orders to the most appropriate resources, considering factors like skills, location, and availability. This directly streamlines scheduling by reducing manual effort and improving resource utilization.

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Field Service Mobile App

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Connected Field Service

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Inventory Management

Question 13

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.. Option A is correct because 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 14

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.. Option B is correct because 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 15

Drag and drop the steps to configure a marketing email in Dynamics 365 Marketing into the correct order.