MB-910 Describe Dynamics 365 Field Service — Timed 20 Questions

Question 1

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.. Option B is correct because 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.

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Use the schedule board to manually assign work orders.

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Adjust scheduling parameters to require manager approval for all assignments.

Question 2

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.. Option B is correct because 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.

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Use the account field on the incident to automatically populate the service account.

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Set the tax code on the incident to determine billing.

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Configure the work order type to specify default accounts.

Question 3

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.

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Customer portal

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Schedule board

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Power Platform admin center

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.. Option B is correct because 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.

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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 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 work orders are in 'Scheduled' status and need to be set to 'In Progress'.. In Dynamics 365 Field Service, work orders must be in 'In Progress' status to appear in the technician's mobile app work order list. The 'Scheduled' status is used for planning and dispatching on the schedule board, but the mobile app filters out scheduled work orders until the technician manually changes the status to 'In Progress' to begin work. This ensures that only active assignments are visible to the field technician.

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The technician does not have the correct security role for the mobile app.

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

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The mobile app is not configured for offline use.

Question 6

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 7

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 8

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

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Purchase orders

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Inventory transfers

Question 9

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.

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SQL Server database

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Power BI license

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Azure subscription

Question 10

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

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Inventory adjustments

Question 11

Which TWO steps are required to set up Resource Scheduling Optimization for automatic scheduling? (Choose two.)

Accepted Answer

Configure a schedule board. Option B is correct because the schedule board is the primary user interface in Dynamics 365 Field Service for managing and dispatching resources, and it must be configured to enable Resource Scheduling Optimization (RSO) to automatically assign work orders to resources. Option D is correct because resource pools are required to group resources that can be interchangeably assigned to fulfill a service requirement, which RSO uses to optimize scheduling across the pool.

Answer

Configure an Azure function for real-time updates

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Set up a Power Automate flow to trigger optimization

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Develop a custom API for resource matching

Question 12

Refer to the exhibit. A dispatcher needs to assign this work order to a technician who can service HVAC units in the Downtown territory. The technician must be certified to work on HVAC-001. Which field should the dispatcher check to ensure the technician is certified?

Accepted Answer

Customer Asset. The Customer Asset field (D) is correct because it stores the specific product or equipment (e.g., HVAC-001) that the work order references. In Dynamics 365 Field Service, the technician's certification is linked to the product or asset type via the Bookable Resource Certification entity. By checking the Customer Asset field, the dispatcher can identify the exact asset model (HVAC-001) and then verify that the technician holds a valid certification for that specific product.

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Work Order Type

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Primary Incident

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Service Territory

Question 13

Refer to the exhibit. A dispatcher sees that two work orders remain unscheduled after optimization. What should the dispatcher do to resolve the issue for WO-00346?

Accepted Answer

Add the 'Electrical Certification' skill to an existing resource.. Option D is correct because the optimization engine could not schedule WO-00346 due to a missing required skill on available resources. Adding the 'Electrical Certification' skill to an existing resource fills the gap, enabling the engine to assign the work order. This directly addresses the root cause of the scheduling failure.

Answer

Change the service territory to a nearby area.

Answer

Change the work order type to a different category.

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Create a new resource record with the required skill.

Question 14

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.. Option A is correct because 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 15

GreenTech Solutions provides IT support and uses Dynamics 365 Field Service. They have a team of 5 technicians. Each technician has a van stocked with common parts. Recently, technicians have been reporting that they run out of essential parts like network cables and power supplies while on site, causing delays. The company wants to ensure that van inventory is replenished automatically based on usage. Additionally, they want to track which parts are used on each work order for billing. The company currently uses work order products to record parts used, but there is no integration with inventory. Which feature should GreenTech implement to address these requirements?

Accepted Answer

Implement inventory journals to record parts usage and trigger replenishment.. Inventory journals in Dynamics 365 Field Service allow technicians to record parts usage directly from van stock, which automatically reduces on-hand quantities and can trigger replenishment workflows. This meets both requirements: tracking parts per work order for billing and enabling automatic restocking based on usage thresholds.

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Set up inventory transfers between warehouses and vans.

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Use customer assets to track parts installed at customer sites.

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Configure purchase orders to automatically order parts when stock is low.

Question 16

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 17

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.

Answer

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 18

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 19

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 20

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.

Answer

Change the work order type to 'Service'

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Run Resource Scheduling Optimization

Answer

Close the work order and reopen it later