Study Guide for Exam MB-240: Microsoft Dynamics 365 Field Service Functional Consultant
Purpose of this document
This study guide should help you understand what to expect on the exam and includes a summary of the topics the exam might cover and links to additional resources. The information and materials in this document should help you focus your studies as you prepare for the exam.
| Useful links | Description |
|---|---|
| Review the skills measured as of January 12, 2024 | This list represents the skills measured AFTER the date provided. Study this list if you plan to take the exam AFTER that date. |
| Review the skills measured prior to January 12, 2024 | Study this list of skills if you take your exam PRIOR to the date provided. |
| Change log | You can go directly to the change log if you want to see the changes that will be made on the date provided. |
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Updates to the exam
Our exams are updated periodically to reflect skills that are required to perform a role. We have included two versions of the Skills Measured objectives depending on when you are taking the exam.
We always update the English language version of the exam first. Some exams are localized into other languages, and those are updated approximately eight weeks after the English version is updated. While Microsoft makes every effort to update localized versions as noted, there may be times when the localized versions of an exam are not updated on this schedule. Other available languages are listed in the Schedule Exam section of the Exam Details webpage. If the exam isn't available in your preferred language, you can request an additional 30 minutes to complete the exam.
Note
The bullets that follow each of the skills measured are intended to illustrate how we are assessing that skill. Related topics may be covered in the exam.
Note
Most questions cover features that are general availability (GA). The exam may contain questions on Preview features if those features are commonly used.
Skills measured as of January 12, 2024
Audience profile
As a candidate for this exam, you’re a Microsoft Dynamics 365 Field Service functional consultant. You’re responsible for implementing solutions that:
Schedule resources to meet customer requirements.
Optimize resources by matching skills, locations, and availability.
Equip frontline workers with the information and tools to deliver great service.
Build a service history of customer assets.
You’re responsible for:
Configuring the default administration areas of the Field Service application.
Configuring resources and scheduling.
Configuring service agreements and booking setups.
Managing work orders, incident types, and booking setups.
Managing customer assets.
Deploying and configuring the Field Service mobile app.
Tailoring Field Service based on customer requirements.
As a candidate, you should have a basic understanding of field service principles and the role the Field Service app plays in relationship to the Dynamics 365 suite of applications, including integration of:
Microsoft Power Platform
Dynamics 365 Customer Service
Microsoft 365 apps
Microsoft Teams
Dynamics 365 Remote Assist
Dynamics 365 Guides
Microsoft Azure IoT
You should understand:
Industry terminology
Field service processes
Work order lifecycle
Best practices
Skills at a glance
Configure field service applications (20–25%)
Manage work orders (20–25%)
Schedule and dispatch work orders (25–30%)
Manage the Field Service mobile app (5–10%)
Manage inventory and purchasing by using the built-in inventory management system (5–10%)
Manage Connected Field Service and customer assets (5–10%)
Implement Microsoft Power Platform (5–10%)
Configure field service applications (20–25%)
Define and configure core Field Service components
Define and configure key required security roles
Configure territories, postal codes, and organizational units
Configure characteristics and proficiency models
Implement resource roles and categories
Modify default Field Service settings
Configure trades and trade coverages
Configure product and service pricing
Define required product and service types
Configure minimum charge amounts and durations
Determine how pricing rules affect the price that is applied to a product on a work order
Associate products and services with price lists
Configure bookable resources
Manage bookable resources
Configure geocoding
Define start and end locations for resources
Configure pay types and rates
Configure working hours and working hour templates
Manage time off requests
Enable technician time tracking
Configure certifications and insurances
Configure facilities and equipment
Configure scheduling of multiple resources
Determine the types of resources required
Define Requirement groups and Requirement group templates
Set up resource pools and crews
Schedule and visualize multiple resources on the schedule board
Integrate other tools with Field Service
Implement Dynamics 365 Remote Assist for use with Field Service
Set up and use Dynamics 365 Remote Assist one-time call
Use Guides with work orders
Manage work orders (20–25%)
Configure the work order lifecycle
Configure work order types and work order resolutions
Configure booking status and work order status values
Configure capabilities for billing accounts, service accounts, and functional locations
Configure billing and service accounts
Create and manage work orders
Create a work order
Add status and sub-status information to a work order
Organize work orders and resources by geography
Associate a work order with a price list, service-level agreement, and entitlement
Close a work order, including attaching a work order resolution
Collaborate on work orders by using Microsoft Teams chat
Manage work order costs based on not-to-exceed values
Create a work order by using Copilot in Microsoft Outlook
Manage incidents
Configure incident types and suggestions
Assign requirement group templates to incident types
Add service tasks to incidents
Add products and services to incidents
Create and manage agreements
Determine when to use agreements
Define and configure agreement preferences and settings
Configure automatic generation of work orders
Configure booking preferences
Configure agreement invoicing
Create entitlements for agreements
Manage inspections
Create inspections
Associate inspections with work orders and customer assets
Create inspection templates
Run reports on inspections
Configure advanced options for inspections
Schedule and dispatch work orders (25–30%)
Manage scheduling options
Schedule work orders by using the schedule board and schedule assistant
Determine when to use each scheduling option
Configure fulfillment preferences
Configure quick scheduling (“quick book“)
Schedule a work order in the Field Service app for Outlook
Configure resource requirements for multi-day scheduling
Implement schedule boards
Identify features and uses for Booking Requirements view
Implement the integrated map feature
Manually schedule work orders
Reassign and reschedule work orders
Move incomplete work orders
Manage schedule boards
Configure schedule boards, including customizing views
Customize a schedule board
Configure booking rules
Implement the schedule assistant
Apply constraints to resource queries
Filter data
Troubleshoot the schedule assistant
Configure Universal Resource Scheduling
Configure resource requirements in scheduling
Enable scheduling for a table
Configure geocoding for a custom table
Manage work hours calendar for requirements
Configure booking timestamps, booking journals, and actuals
Manage the Field Service mobile app (5–10%)
Deliver work orders by using the mobile app
Complete work orders, including tasks, booking statuses, follow-up work orders, signatures, images, and Field Service technician reports
Service and maintain customer assets, including IoT devices
Perform inspections, including adding ad hoc inspections
Manage working offline
Perform time entry
Launch related apps, including Dynamics 365 Remote Assist and Guides
Set up the mobile app
Configure security roles
Customize the mobile app including forms, views, pages, and navigation
Enable and configure location tracking and geofencing
Configure offline profiles and synchronization features
Configure push notifications
Configure barcode features
Deploy the mobile app
Manage inventory and purchasing by using the built-in inventory management system (5–10%)
Manage inventory and warehouses
Set up inventory and warehouses
View product inventory
Adjust inventory levels
Transfer inventory between warehouses
Manually update inventory by using inventory journals
Manage purchasing and product returns
Create purchase orders
Create a list of receivable products for a purchase order
Determine product return options
Create return merchandise authorizations
Create return to vendor transactions
Finalize returns
Manage Connected Field Service and customer assets (5–10%)
Implement Connected Field Service
Identify use cases for Connected Field Service
Register and associate IoT devices
Configure security roles for Connected Field Service
Manage devices
Configure customer assets
Create and manage customer assets
Configure products to enable automatic creation of customer assets
Associate work orders with customer assets
Create child assets
Configure 3D asset models
Define functional locations
Implement Microsoft Power Platform (5–10%)
Configure model-driven apps
Create and configure forms
Create and configure views
Configure navigation
Create custom apps and automations
Create task-specific canvas apps and custom pages
Embed apps in Field Service
Use custom Power Automate cloud flows to automate tasks and enhance Field Service
Configure Microsoft Power Pages
Configure the Field Service customer experience portal
Configure self-service scheduling
Configure pre-built Power Automate flows
Configure Track my technician settings
Study resources
We recommend that you train and get hands-on experience before you take the exam. We offer self-study options and classroom training as well as links to documentation, community sites, and videos.
| Study resources | Links to learning and documentation |
|---|---|
| Get trained | Choose from self-paced learning paths and modules or take an instructor-led course |
| Find documentation | Dynamics 365 documentation and learning modules User guide for Dynamics 365 Field Service (contains video) |
| Ask a question | Microsoft Q&A | Microsoft Docs |
| Get community support | Microsoft Dynamics Community |
| Follow Microsoft Learn | Microsoft Learn - Microsoft Tech Community |
Change log
Key to understanding the table: The topic groups (also known as functional groups) are in bold typeface followed by the objectives within each group. The table is a comparison between the two versions of the exam skills measured and the third column describes the extent of the changes.
| Skill area prior to January 12, 2024 | Skill area as of January 12, 2024 | Change |
|---|---|---|
| Audience profile | Major | |
| Configure field service applications | Configure field service applications | No % change |
| Define and configure core Field Service components | Define and configure core Field Service components | Major |
| Configure product and service pricing | Configure product and service pricing | Minor |
| Configure bookable resources | Configure bookable resources | Major |
| Schedule multiple resources | Configure scheduling of multiple resources | Minor |
| Integrate other tools with Dynamics 365 Field Service | Integrate other tools with Field Service | Minor |
| Create and configure field service visualizations | Removed | |
| Manage work orders | Manage work orders | No % change |
| Describe the work order lifecycle | Configure the work order lifecycle | Minor |
| Create and manage work orders | Create and manage work orders | Major |
| Manage incidents | Manage incidents | No change |
| Create and manage agreements | Create and manage agreements | No change |
| Manage inspections | Manage inspections | Major |
| Schedule and dispatch work orders | Schedule and dispatch work orders | % of exam increased |
| Manage scheduling options | Manage scheduling options | Major |
| Implement schedule boards | Implement schedule boards | Minor |
| Manage schedule boards | Manage schedule boards | Minor |
| Implement the schedule assistant | Implement the schedule assistant | Minor |
| Configure Universal Resource Scheduling | Configure Universal Resource Scheduling | Major |
| Manage the Dynamics 365 Field Service mobile app | Manage the Field Service mobile app | No % change |
| Describe the capabilities of the mobile app | Deliver work orders by using the mobile app | Major |
| Set up the mobile app | Set up the mobile app | Major |
| Manage inventory and purchasing | Manage inventory and purchasing by using the built-in inventory management system | % of exam increased |
| Manage inventory and warehouses | Manage inventory and warehouses | No change |
| Manage purchasing and product returns | Manage purchasing and product returns | Minor |
| Manage Connected Field Service and customer assets | Manage Connected Field Service and customer assets | No % change |
| Implement Connected Field Service | Implement Connected Field Service | Major |
| Define and configure customer assets | Configure customer assets | Minor |
| Implement Microsoft Power Platform | Implement Microsoft Power Platform | No % change |
| Configure model-driven apps | Configure model-driven apps | Minor |
| Create custom apps and automations | Create custom apps and automations | Minor |
| Configure Microsoft Power Pages | Added | |
| Manage customer experiences | FG Removed | |
| Configure Microsoft Power Pages | Removed | |
| Capture customer feedback by using Customer Voice | Removed |
Skills measured prior to January 12, 2024
Audience profile
Candidates for this exam are Microsoft Dynamics 365 Field Service functional consultants. They are responsible for implementing solutions that manage and optimize resources which complete the field service lifecycle.
These professionals implement field service processes designed in collaboration with internal and external teams. This collaboration includes configuring the default administration areas of the Field Service application, deploying the Connected Field Service (IoT) solution and the mobile app, and implementing any additional customizations needed. They are responsible for the configuration and deployment of the Field Service app in conjunction with the core customer service application.
Candidates must know how to configure resources, characteristics, incident types, inventory integration, service agreements, resource scheduling, work orders, inspections, service tasks, field service user roles, field service settings, the Connected Field Service (IoT) solution, and the Dynamics 365 Field Service mobile app. They must also know how to customize components of the Field Service app.
Configure field service applications (20–25%)
Manage work orders (20–25%)
Schedule and dispatch work orders (20–25%)
Manage the Dynamics 365 Field Service mobile app (5–10%)
Manage inventory and purchasing (1–5%)
Manage Connected Field Service and customer assets (5–10%)
Implement Microsoft Power Platform (5–10%)
Manage customer experiences (5–10%)
Configure field service applications (20–25%)
Define and configure core field service components
Define and configure key required security roles
Configure territories, postal codes, and organizational units
Configure characteristics and proficiency models
Implement resource roles and categories
Enable conditional Field Service settings
Enable Microsoft Teams Integration
Configure product and service pricing
Define required product and service types
Configure minimum charge amounts and durations
Determine how pricing rules affect the price that is applied to a product on a work order
Associate products and services with price lists
Define tax codes
Configure bookable resources
Manage bookable resources
Configure geocoding
Define start and end locations for resources
Determine the types of addresses to use
Configure pay types and rates
Configure working hours and working hour templates
Manage time off requests
Enable technician time tracking
Schedule multiple resources
Determine the types of resources required
Describe use cases for resource pools, crews, and Requirement groups
Define Requirement groups and Requirement group templates
Set up resource pools and crews
Integrate other tools with Dynamics 365 Field Service
Implement Dynamics 365 Remote Assist for use with Dynamics 365 Field Service
Configure and use Dynamics 365 Remote Assist one-time call
Use Dynamics 365 Guides with work orders
Create and configure field service visualizations
Configure dashboards
Design and create field service charts
Design reports by using the Report wizard.
Design, create, and share Power BI reports and dashboards
Understand the key Field Service Analytics and Insights work order summary metrics
Manage work orders (20–25%)
Describe the work order lifecycle
Configure work orders, including work order types and work order resolutions
Configure work order lifecycle stages
Configure booking status and work order status values
Configure uses and capabilities for billing accounts, service accounts, and functional locations
Create and manage work orders
Create a work order
Add status and sub-status information to a work order
Organize work orders and resources by geography
Associate a work order with a price list, Service Level Agreement, and entitlement
Close a work order
Collaborate on work orders by using Microsoft Teams
Prepare work order summary reports
Configure work order resolutions
Manage work order costs using not-to-exceed
Manage incidents
Configure incident types and suggestions
Assign requirement group templates to incident types
Add service tasks to incidents
Add products and services to incidents
Create and manage agreements
Determine when to use agreements
Define and configure agreement preferences and settings
Configure automatic generation of work orders
Configure booking preferences
Configure agreement invoicing
Create entitlements for agreements
Manage inspections
Create inspections and ad hoc inspections
Associate inspections with work orders and customer assets
Describe use cases for analyzing results of inspections
Create inspection templates
Run reports on inspections
Schedule and dispatch work orders (20–25%)
Manage scheduling options
Schedule work orders by using the schedule board and schedule assistant
Determine when to use each scheduling option
Configure fulfillment preferences
Configure quick scheduling (“quick book“)
Implement schedule boards
Identify features and uses for Booking Requirements view
Implement the integrated map feature
Manually schedule work orders
Reassign and reschedule work orders
Move incomplete work orders
Generate driving instructions for field agents
Manage schedule boards
Describe use cases for multiple schedule boards
Configure schedule boards
Customize a schedule board
Implement the schedule assistant
Apply constraints to resource queries
Filter data
Specify a search radius
Troubleshoot the schedule assistant
Configure Universal Resource Scheduling
Describe use cases for Universal Resource Scheduling
Describe the role of resource requirements in scheduling
Enable scheduling for a table
Configure geocoding for a custom table
Manage work hours calendar for requirements
Describe booking timestamps, booking journals, and actuals
Manage the Dynamics 365 Field Service mobile app (5–10%)
Describe the capabilities of the mobile app
Deploy the mobile app
Complete work orders
Service and maintain customer assets
Set up the mobile app
Configure security roles
Customize the mobile app including forms, views, pages, and site maps
Enable and configure location tracking and geofencing
Configure offline profiles and synchronization features
Configure deep linking
Configure push notification
Configure barcode features
Manage inventory and purchasing (1–5%)
Manage inventory and warehouses
Set up inventory and warehouses
View product inventory
Adjust inventory levels
Transfer inventory between warehouses
Manually update inventory by using inventory journals
Manage purchasing and product returns
Describe the purchase order process
Create purchase orders
Create a list of receivable products for a purchase order
Determine product return options
Create return merchandise authorizations (RMAs)
Create return to vendor (RTV) transactions
Finalize returns
Manage Connected Field Service and customer assets (5–10%)
Implement Connected Field Service
Describe IoT deployment options
Identify use cases for Connected Field Service
Manage and associate IoT devices
Configure security roles for Connected Field Service
Define and configure customer assets
Describe uses for customer assets
Create and manage customer assets
Configure products to enable automatic creation of customer assets
Associate work orders with customer assets
Create child assets
Configure 3D asset models
Define functional locations
Implement Microsoft Power Platform (5–10%)
Configure model-driven apps
Create and configure forms
Create and configure views
Configure site maps
Create custom apps and automation
Create task-specific canvas apps and custom pages
Embed apps in Dynamics 365 Field Service
Use custom Power Automate cloud flows to automate tasks and enhance Field Service
Manage customer experiences (5–10%)
Configure Microsoft Power Pages
Configure Field Service customer experience portal
Configure self-service scheduling
Configure pre-built Power Automate flows
Track technician location
Capture customer feedback by using Customer Voice
Create a survey
Trigger distribution of a survey
Apply formatting and branding to a survey
Describe and analyze survey results including CSAT and Net Promoter Score (NPS)
Describe survey elements including question types