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

Question 1

A field service manager notices that work orders for urgent repairs are not being dispatched promptly. The dispatcher is manually assigning work orders. What is the best way to improve dispatch efficiency?

Accepted Answer

Enable the scheduling engine to automatically assign work orders based on skills, location, and availability.. Option A is correct because Dynamics 365 Field Service includes an automatic scheduling engine that uses optimization rules to assign work orders to the best available resource, reducing manual effort. Option B is wrong because Resource Scheduling Optimization is a separate add-in, but the built-in scheduling engine is sufficient. Option C is wrong because increasing dispatcher headcount does not leverage automation. Option D is wrong because training on manual processes does not improve automation.

Answer

Purchase and deploy the Resource Scheduling Optimization add-in.

Answer

Train the dispatcher to use manual scheduling more quickly.

Answer

Hire more dispatchers to handle the workload.

Question 2

A technician is dispatched to install a new piece of equipment at a customer site. Which Dynamics 365 Field Service component should the technician use to view step-by-step instructions and capture data like serial numbers and photos?

Accepted Answer

Field Service Mobile app. Option B is correct because the Field Service Mobile app provides technicians with work order details, step-by-step instructions, and the ability to capture data offline. Option A is wrong because the Customer Service workspace is for agents, not field technicians. Option C is wrong because Power Apps is a low-code platform, not a ready-to-use field service app. Option D is wrong because Dynamics 365 Remote Assist is for remote collaboration, not structured task completion.

Answer

Power Apps mobile app

Answer

Customer Service workspace

Answer

Dynamics 365 Remote Assist

Question 3

Your company provides HVAC maintenance and wants to automatically schedule recurring preventative maintenance visits. What should you configure in Dynamics 365 Field Service?

Accepted Answer

Create a service contract and set up agreement bookings with a recurring schedule.. Option D is correct because a service contract with agreement bookings allows defining a schedule for recurring preventative maintenance visits, which can be automatically generated into work orders. Option A is wrong because work orders are individual jobs, not a recurring schedule. Option B is wrong because a customer asset record is about the equipment, not the service schedule. Option C is wrong because the scheduling board is a manual dispatching tool.

Answer

Create a work order for each visit and manually schedule them.

Answer

Define a customer asset record for the HVAC unit.

Answer

Use the scheduling board to manually assign each visit.

Question 4

A field service organization wants to provide technicians with real-time navigation to customer sites without leaving the Field Service Mobile app. Which integration should be configured?

Accepted Answer

Enable Azure Maps integration. Option C is correct because Dynamics 365 Field Service integrates with Azure Maps to provide map and navigation capabilities directly within the app. Option A is wrong because Bing Maps API is not natively integrated. Option B is wrong because Google Maps requires custom development. Option D is wrong because Power Automate is for workflows, not mapping.

Answer

Use Google Maps Platform

Answer

Use Power Automate to open a map app

Answer

Integrate with Bing Maps API

Question 5

A technician completes a work order but discovers they need a part that is out of stock. What is the recommended way to handle this in Dynamics 365 Field Service?

Accepted Answer

Create a purchase order from the work order to procure the part.. Option B is correct because Dynamics 365 Field Service allows creating a purchase order from the work order to order the needed part, which can then be received and linked. Option A is wrong because closing the work order without resolving the issue leaves it incomplete. Option C is wrong because the customer should not be asked to supply parts. Option D is wrong because editing the work order to remove the requirement does not address the need.

Answer

Close the work order as completed and note the missing part.

Answer

Ask the customer to purchase the part.

Answer

Edit the work order to remove the part requirement.

Question 6

A global field service company needs to enforce that technicians only see work orders assigned to them, while dispatchers see all work orders. What is the best approach in Dynamics 365 Field Service?

Accepted Answer

Configure security roles and field security profiles to restrict work order visibility based on assigned resource.. Option A is correct because Dynamics 365 security roles and field security profiles allow granular control over record visibility, including work orders, based on user role and territory. Option B is wrong because sharing is for per-record access, not role-based default visibility. Option C is wrong because business units can organize data but do not automatically restrict work order visibility based on assignment. Option D is wrong because the scheduling board is a view tool, not a security feature.

Answer

Create separate business units for each territory.

Answer

Customize the scheduling board to hide unassigned work orders.

Answer

Use manual sharing to grant access to individual work orders.

Question 7

A technician is on site and realizes the service requires a part that was not listed on the work order. How can the technician add the part and update inventory in real time?

Accepted Answer

Add the product as a work order service line item in the mobile app.. Option C is correct because the Field Service Mobile app allows technicians to add line items (products/services) to a work order, which can update inventory if the product is tracked. Option A is wrong because the work order must be updated to reflect the part used. Option B is wrong because inventory adjustments are separate and should be tied to the work order. Option D is wrong because the customer should not be asked to add items.

Answer

Call the dispatcher to update the work order.

Answer

Ask the customer to add the part to the work order via the portal.

Answer

Record the part usage manually and adjust inventory later.

Question 8

Your organization uses Dynamics 365 Field Service and wants to automatically optimize daily schedules for multiple technicians considering travel time, skills, and priority. Which feature should you implement?

Accepted Answer

Resource Scheduling Optimization (RSO) add-in. Option B is correct because Resource Scheduling Optimization (RSO) is an add-in that uses machine learning to automatically optimize schedules based on constraints like travel time, skills, and priority. Option A is wrong because the scheduling engine schedules but does not optimize across multiple resources automatically. Option C is wrong because the scheduling board is a manual tool. Option D is wrong because Connected Field Service is for IoT integration, not scheduling optimization.

Answer

Connected Field Service

Answer

Field Service mobile app

Answer

Schedule board with manual drag-and-drop

Question 9

A dispatcher needs to see which technicians are available in the next hour and their current location. Which tool in Dynamics 365 Field Service should the dispatcher use?

Accepted Answer

Schedule board. Option C is correct because the schedule board provides a real-time view of technician availability, location, and schedule, allowing dispatchers to assign work orders. Option A is wrong because the Field Service Mobile app is for technicians. Option B is wrong because the Customer Service workspace is for support agents. Option D is wrong because Power BI reports are not real-time for dispatching.

Answer

Field Service Mobile app

Answer

Power BI report

Answer

Customer Service workspace

Question 10

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

Accepted Answer

Dynamics 365 Field Service license. Options A and D are correct. A Dynamics 365 Field Service license is required for users. Resource scheduling (scheduling engine) is a core component for dispatching. Option B is wrong because Customer Service is a separate app, not required for Field Service. Option C is wrong because Power Automate is optional for workflows. Option E is wrong because Dynamics 365 Sales is not required.

Answer

Dynamics 365 Sales license

Answer

Power Automate license

Answer

Dynamics 365 Customer Service license

Question 11

Which THREE capabilities are provided by Dynamics 365 Field Service? (Choose three.)

Accepted Answer

Scheduling and dispatch. Options A, B, and D are correct. Field Service includes work order management, scheduling and dispatch, and inventory management. Option C is wrong because lead management is part of Dynamics 365 Sales. Option E is wrong because marketing automation is part of Dynamics 365 Marketing.

Answer

Lead management

Answer

Marketing automation

Question 12

Which TWO features in Dynamics 365 Field Service help reduce travel time for technicians? (Choose two.)

Accepted Answer

Optimization of schedules using Resource Scheduling Optimization. Options A and D are correct. Optimization of schedules (Resource Scheduling Optimization) minimizes travel time. Geolocation and mapping integration provides optimized routes. Option B is wrong because the customer portal does not reduce travel time. Option C is wrong because inventory management is about parts, not travel. Option E is wrong because work order templates standardize processes but do not affect travel.

Answer

Inventory management

Answer

Customer portal for self-service

Answer

Work order templates

Question 13

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. Option B is correct because 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 14

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. Option A is correct because a Resource Scheduling Optimization (RSO) schedule board with automated SLA-based dispatching enables automatic assignment to the nearest available technician. Option B is wrong because manual scheduling requires human intervention. Option C is wrong because a custom workflow would be less efficient. Option D is wrong because booking rules alone don't trigger automatic dispatching based on proximity.

Answer

Booking rules with requirement groups

Answer

Manual scheduling from the schedule board

Answer

Custom workflow using Power Automate

Question 15

A field service organization wants to use IoT alerts from connected equipment to automatically create work orders in Dynamics 365 Field Service. Which feature enables this integration?

Accepted Answer

Connected Field Service. Option B is correct because Connected Field Service integrates with Azure IoT Hub to create work orders from IoT alerts. Option A is wrong because IoT Central is not directly integrated with Field Service. Option C is wrong because Customer Service is for case management, not IoT. Option D is wrong because Power BI is for reporting.

Answer

Dynamics 365 Customer Service

Answer

Azure IoT Central

Answer

Power BI