MB-910 Describe Dynamics 365 Field Service Practice Test 3 — 15 Questions

Question 1

Which TWO components are required to set up a basic Dynamics 365 Field Service solution? (Choose two.)

Accepted Answer

Dynamics 365 Field Service license. Option D is correct because a Dynamics 365 Field Service license is the core subscription that provisions the Field Service application, including work orders, service accounts, and the Field Service mobile app. Option E is correct because the Resource Scheduling engine (Universal Resource Scheduling) is the underlying scheduling component that Field Service depends on to book work orders to resources via the schedule board and Schedule Assistant. A Dynamics 365 Sales license (A) is not required for a basic Field Service setup, since Sales is a separate CRM application. A Power Automate license (B) is not mandatory because Power Automate capabilities are included with the Field Service license for standard flows. A Dynamics 365 Customer Service license (C) is also unnecessary, as Customer Service is a distinct application not needed to run Field Service.

Answer

Dynamics 365 Sales license

Answer

Power Automate license

Answer

Dynamics 365 Customer Service license

Question 2

A field service technician needs to quickly see the most efficient route to a customer site. Which Dynamics 365 Field Service feature should be used?

Accepted Answer

Resource Scheduling Optimization. Resource Scheduling Optimization (RSO) in Dynamics 365 Field Service optimizes routes for technicians. Option A is wrong because Connected Field Service is for IoT integration, not routing. Option C is wrong because Dynamics 365 Remote Assist provides mixed reality guidance. Option D is wrong because Dynamics 365 Guides provides step-by-step instructions.

Answer

Connected Field Service

Answer

Dynamics 365 Remote Assist

Answer

Dynamics 365 Guides

Question 3

A service manager wants to automatically dispatch the nearest available technician when a new work order is created for an emergency. What must be configured?

Accepted Answer

Resource Scheduling Optimization schedule board with automated SLA-based dispatching. Resource Scheduling Optimization (RSO) with an SLA-based automated dispatch configuration is the Field Service feature that automatically assigns the nearest qualified available technician when an emergency work order is created. RSO evaluates resource location, skills, and availability against the work order requirements and books the best match without manual intervention.

Answer

Booking rules with requirement groups

Answer

Manual scheduling from the schedule board

Answer

Custom workflow using Power Automate

Question 4

A company using Dynamics 365 Field Service wants to enable customers to schedule their own service appointments through a portal. Which solution should be used?

Accepted Answer

Customer Portal (Field Service). (Customer Portal) is correct because it is a pre-built portal specifically designed for Field Service, enabling customers to self-schedule appointments without custom development. Option B (Power Pages custom portal) is incorrect because although Power Pages can create portals, it would require extensive custom integration with Field Service, making it less efficient than the dedicated Customer Portal. Option C is incorrect because Dynamics 365 Customer Service is designed for agent-led interactions, not self-service scheduling. Option D is incorrect because Power Automate is a workflow automation tool, not a portal solution.

Answer

Power Pages custom portal

Answer

Dynamics 365 Customer Service

Answer

Power Automate

Question 5

Refer to the exhibit. A work order is created in Dynamics 365 Field Service with the JSON snippet shown. What can be determined about this work order?

Accepted Answer

The work order is scheduled with a specific technician and travel time.. The JSON snippet in the exhibit includes fields such as 'scheduledstart', 'scheduledend', 'technician', and 'estimatedtraveltime', which indicate that the work order has been scheduled with a specific technician and includes travel time. In Dynamics 365 Field Service, a work order is considered scheduled when it has a start and end time and assigned resources. The presence of these fields confirms that the work order is not unscheduled and does not require dispatch.

Answer

The work order is unscheduled and requires dispatch.

Answer

The work order has a low priority.

Answer

The work order is for installing a new pump motor.

Question 6

Refer to the exhibit. A Resource Scheduling Optimization rule is configured as shown. Which impact does this rule have on scheduling?

Accepted Answer

Technicians are scheduled to minimize travel time within 30 minutes.. The Resource Scheduling Optimization rule shown schedules technicians to minimize travel time within a 30-minute window, which is the standard RSO objective for optimizing routes and reducing drive time. RSO evaluates travel time between jobs and assigns technicians to minimize total travel while respecting the time window constraint.

Answer

Technicians without HVAC skills are still eligible.

Answer

Technicians are scheduled to maximize travel time.

Answer

Scheduling is restricted to after-hours work.

Question 7

A field service manager wants to view real-time location of technicians on a map to optimize dispatching. Which Dynamics 365 Field Service capability should they enable?

Accepted Answer

Resource Scheduling Optimization with location tracking. Dynamics 365 Field Service provides real-time technician location tracking and mapping, and Resource Scheduling Optimization (RSO) uses that location data to automatically assign and route the nearest qualified technician. Enabling RSO with location tracking directly supports the manager's goal of viewing technicians on a map and optimizing dispatch.

Answer

Customer Asset management

Answer

Connected Field Service

Answer

Service Level Agreements

Question 8

You are configuring Connected Field Service for a client. Based on the exhibit, what will happen when device Pump-01 reports a temperature of 90 degrees Celsius?

Accepted Answer

A work order is automatically created for Pump-01. In Connected Field Service, IoT devices can trigger automated actions based on telemetry thresholds. The exhibit likely shows a rule that when temperature exceeds a certain threshold (e.g., 80 degrees Celsius), a work order is automatically created. Since 90 degrees exceeds that threshold, a work order is created for Pump-01.

Answer

No action is taken because the temperature is below 100

Answer

A work order is created only if temperature reaches 100 degrees

Answer

A case is automatically created in Customer Service

Question 9

You are reviewing Field Service settings. Based on the exhibit, which statement is true about the configuration?

Accepted Answer

Inventory is automatically updated when products are used. In Dynamics 365 Field Service, when a work order is completed and products are consumed from a technician's truck stock, the system automatically decrements the related inventory (warehouse/truck) quantities through the product inventory and work order product records. The exhibit (a Field Service settings view) reflects this default behavior, so the true statement is that inventory is automatically updated when products are used. The other statements describe behaviors that are not default Field Service configuration.

Answer

Work orders are automatically set to 'Scheduled' when created

Answer

Mobile data syncs every 15 minutes

Answer

Inventory is not automatically updated when products are used

Question 10

A technician uses the Field Service mobile app and reports that work orders are not syncing when offline. The technician has confirmed internet connectivity. What is the most likely cause?

Accepted Answer

The booking status is not set to a syncing state. In the Field Service mobile app, work orders (bookings) only sync to the device when the booking is in a status that is configured as a 'syncing state' in the mobile offline profile. If the booking status is not one of those states (e.g., Scheduled, In Progress), the record is filtered out and will not appear offline even with full connectivity. This is why the technician sees no work orders despite having internet access.

Answer

The technician's time zone is set incorrectly

Answer

The mobile offline profile is not assigned

Answer

The booking journal is missing required fields

Question 11

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 12

A technician needs to record time spent on a work order and also capture expenses such as parts used. Which entity should the technician update?

Accepted Answer

Booking journal. The booking journal is used to record time, expenses, and mileage against a work order booking. Option A (Booking journal) is correct. Option B (Time entry) is used for project-based time tracking, not for work order time/expenses. Option C (Work order service tasks) tracks task completion, not time or expenses. Option D (Product inventory) tracks inventory levels, not technician time or expenses.

Answer

Time entry

Answer

Work order service tasks

Answer

Product inventory

Question 13

Which THREE of the following are prerequisites for setting up Dynamics 365 Field Service?

Accepted Answer

A Dynamics 365 Customer Service license. Option A (a Dynamics 365 Customer Service license) is correct because Field Service requires a base Dynamics 365 Customer Engagement license, and Customer Service is the qualifying app that provides the underlying Common Data Service/Dataverse foundation for Field Service. Option B (a Power Apps environment) is correct because Field Service is deployed as a model-driven app within a Power Platform environment, which must exist before the solution can be installed. Option C (a Microsoft Entra ID tenant) is correct because Dynamics 365 Field Service authenticates users through Microsoft Entra ID, so a tenant is mandatory for identity and access. Option D (an Azure IoT Hub instance) is not required for basic Field Service setup; IoT is only needed for optional connected-field-service scenarios. Option E (an Azure subscription) is not a prerequisite because Field Service is a SaaS application licensed through Microsoft 365/Dynamics 365, not deployed into an Azure subscription.

Answer

An Azure IoT Hub instance

Answer

An Azure subscription

Question 14

A technician completes a work order and needs to collect a customer signature, capture before-and-after photos, and log parts used. They are using the Field Service mobile app. What is the correct sequence of actions?

Accepted Answer

Log parts, capture photos, collect signature. The correct sequence, based on Field Service mobile app best practices, is to first log parts used (updates inventory), then capture before-and-after photos as evidence of work completed, and finally collect the customer's signature as the final approval. Therefore, option D (Log parts, capture photos, collect signature) is correct. Option A is wrong because the signature is collected before photos, but photos should be taken prior to finalizing with signature. Option B is wrong because parts should be logged before photos to ensure accurate documentation. Option C is wrong because logging parts should occur before signature and photos, and signature should be last.

Answer

Log parts, collect signature, capture photos

Answer

Capture photos, log parts, collect signature

Answer

Collect signature, capture photos, log parts

Question 15

A manager notices that work orders are frequently scheduled without considering technician travel time, leading to late arrivals. They want the scheduling engine to automatically factor in travel time. What should they configure?

Accepted Answer

Resource Scheduling Optimization. Resource Scheduling Optimization (RSO) in Dynamics 365 Field Service is the engine that automatically assigns work orders to the best resources based on constraints including travel time, location, skills, and availability. It uses actual travel time calculations (via Bing Maps) to build optimized routes and schedules, which directly addresses the late-arrival problem.

Answer

Schedule board

Answer

Booking Rules

Answer

Resource time-off