MB-910 Describe Dynamics 365 Field Service Practice Test 5 — 15 Questions

Question 1

A facilities maintenance company bills customers for labor using a rate that varies by customer tier and by time of day. Managers want the work order to reflect these labor charges automatically once a technician finishes the job on the mobile app, without an administrator manually adding lines. Which Dynamics 365 Field Service capability should the company configure?

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

Accepted Answer

Bookable resource roles with hourly rates and time entries. Labor billing in Field Service derives from time entries captured against the work order combined with the hourly rate of the bookable resource role assigned. Configuring roles and price lists lets the platform generate the correct labor line automatically at completion, honoring different rates per customer tier and per time of day without manual intervention.

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Products and services on the work order with unit amounts

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Work order service tasks with estimated duration

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Work order types with a default price list

Question 2

A field service manager wants to track the time technicians spend traveling to and from customer sites, as well as the time spent on repairs. Which Dynamics 365 Field Service feature should the manager use to capture this information?

Accepted Answer

Field Service mobile app with geolocation and time tracking. The Field Service mobile app provides built-in time tracking and geolocation features. Technicians can log travel time and on-site repair time directly from the app, and geolocation can automatically record arrival and departure. This gives managers accurate data on both travel and repair durations, enabling better scheduling and performance analysis.

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Schedule Board

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Work order incident types

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Time entries on the work order

Question 3

A field service manager needs to analyze technician performance, including average travel time, work duration, and first-time fix rate. The manager wants to use built-in reports and dashboards in Dynamics 365 Field Service. Which feature should the manager use?

Accepted Answer

Field Service Analytics and Power BI dashboards. Dynamics 365 Field Service provides built-in Power BI dashboards and analytics that track key performance indicators like average travel time, work duration, and first-time fix rate. These tools are designed for managers to monitor and improve technician performance. Scheduling optimization, Connected Field Service, and non-existent features are not reporting solutions.

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Resource Scheduling Optimization

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Field Service Insights

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Connected Field Service

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.. 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.

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Use Resource Scheduling Optimization to assign the nearest technician.

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

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Enable the customer portal for customers to order parts.

Question 5

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.

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Schedule board

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Resource Scheduling Optimization

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Field Service mobile app

Question 6

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.

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Field Service mobile app

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Resource Scheduling Optimization

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Customer portal

Question 7

Woodland Services is a field service company that provides HVAC maintenance. They use Dynamics 365 Field Service. Their dispatchers use the schedule board to assign work orders manually. Recently, they have experienced an increase in customer complaints about missed appointments. Upon investigation, they find that some work orders are not being assigned to technicians because the dispatchers are overwhelmed. The company wants to automate the scheduling process to ensure all work orders are assigned promptly. Additionally, they need to consider that some work orders require specific certifications (e.g., handling refrigerants). The company has 10 technicians, each with different skills and territories. Which solution should the company implement?

Accepted Answer

Configure Resource Scheduling Optimization to automatically assign work orders based on skills and location.. Resource Scheduling Optimization (RSO) in Dynamics 365 Field Service can automatically assign work orders to technicians based on predefined rules, including skill requirements (e.g., refrigerant certification) and geographic proximity. This directly addresses the dispatcher overload and ensures all work orders are assigned promptly without manual intervention.

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Enable the customer portal for customers to choose their preferred technician.

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Implement a skill-matching rule in the schedule board to highlight qualified technicians.

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Hire additional dispatchers to handle the workload.

Question 8

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 9

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 10

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 11

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 12

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. 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 13

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 14

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 15

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