Microsoft Dynamics 365 Field Service MB240 - United Kingdom

Microsoft Dynamics 365 Field Service MB240 Course Outline

Module 1: Configure Microsoft Dynamics 365 Field Service

• Key Field Service Configuration Considerations
• Define Field Service Products and Services
• Work with Work Order Types, Territories, and Status Settings
• Resolutions
• Define Incident and Service Task Types
• Define Account Preferences

Lab: Configure Field Service Settings

Module 2: Configure Bookable Resources in Dynamics 365 Field Service

• Overview of Bookable Resources
• Setup and Configuration
• Define Bookable Resources
• Work with Crews, Facilities, and Pools
• Configure Entities for URS

Module 3: Schedule Crews, Facilities, and Resource Pooling in Dynamics 365 Field Service

• Schedule Multiple Resources and Facilities
• Define Resources
• Work with Fulfillment Preferences
• Work with Requirement Groups
• Crew Facility Resource Pool Scheduling

Lab: Schedule Multiple Resources

Module 4: Work Order Management in Dynamics 365 Field Service

• Field Service Work Order Lifecycle
• Create and Define Work Orders
• Work with Work Order-Related Records
• Work with Incidents
• Scheduling Considerations
• Work with Inventory and Warehouses
• Customer Assets

Module 5: Incident Types in Dynamics 365 Field Service

• Define Incident Types
• Create Incident Types
• Use Incident Types

Module 6: Inspections in Dynamics 365 Field Service

• Create Inspections
• Associate Inspections
• Perform Inspections

Module 7: Manage Scheduling Options in Dynamics 365 for Field Service

• Scheduling Capabilities
• Schedule Board
• Schedule and Reschedule
• Reschedule and Move Items

Module 8: Customise the Schedule Board in Dynamics 365 Field Service

• Work with Multiple Schedule Boards
• Schedule Board Options
• Design and Use Views with the Schedule Board
• Configure Schedule Board Filter Queries

Lab: Customise the Schedule Board

Module 9: Deploying Resource Scheduling Optimisation

• Resource Scheduling Optimisation Overview
• Setup and Deployment Options
• RSO Configuration Options
• Optimisation Goals
• Optimisation Scopes
• Optimisation Schedules

Module 10: Dynamics 365 Field Service Mobile Application

• Deploy the Mobile Application
• Work with the Mobile Application
• Service Customer Assets
• Work Offline and Update Offline Data
• More Mobile Application Capabilities

Module 11: Customise and Configure the Dynamics 365 Field Service Mobile Application

• Edit the Mobile Application
• Offline Configuration
• Barcode Scanning and Global Search
• Audit Locations
• Configure Push Notifications

Module 12: Integrate Dynamics 365 Remote Assist with Dynamics 365 Field Service

• Application Setup and User Configuration
• Make Remote Assist Calls for Field Service Work Orders
• Make Remote Assist Calls
• Use Field Service Bookings on a HoloLens Device

Module 13: Customer Assets in Dynamics 365 Field Service

• Create Customer Assets
• Associate Customer Assets
• Set Up Customer Asset Hierarchies
• Use Functional Locations

Module 14: Set Up Field Service to Create Work Orders from IoT Data

• Installation and Setup
• Configure Connected Field Service
• Device Data
• Visualize Device Readings
• IoT Alerts
• Mobile App

Module 15: Create Custom Apps for Dynamics 365 Field Service

• Create Apps from Power Apps
• Deploy the Customer Experiences Portal
• Customise Dynamics 365 Field Service
• Universal Resource Scheduling
• Set Up and Customise Schedule Boards

Module 16: Gather Customer Feedback with Dynamics 365 Customer Voice

• Create a Project by Using the Support Template
• Customise Email Templates with Survey Variables
• Configure Power Automate to Send Surveys After a Case is Resolved
• Create Surveys for Omnichannel Surveys and Satisfaction Metrics
• Set Up Post Chat Surveys

Lab: Customise Email Templates with Survey Variables