MB-240: Microsoft Dynamics 365 Field Service

MB-240: Microsoft Dynamics 365 Field Service

Course Description

Optimize your field operations and deliver exceptional onsite service with MB-240: Microsoft Dynamics 365 Field Service. This comprehensive course equips service managers, dispatchers, and technicians with the skills to configure and use Dynamics 365 Field Service to manage work orders, schedule resources, and enhance customer satisfaction through proactive service delivery.

Explore advanced capabilities such as work order management, resource scheduling optimization, inventory and asset tracking, and connected field service powered by IoT. Learn how to streamline dispatch, automate mobile workflows, and leverage AI-driven insights to increase efficiency and reduce costs in your field service operations.

Audience Profile

This course is ideal for:

• Field service managers and coordinators responsible for optimizing onsite service delivery

• Dynamics 365 functional consultants and administrators configuring Field Service solutions

• Technicians and mobile workers who will use the mobile Field Service app

• Business analysts and IT professionals involved in implementing and supporting field service technology

Familiarity with Dynamics 365 fundamentals and basic service management concepts is recommended.

Course Outline

Module 1: Introduction to Dynamics 365 Field Service

• Overview of Field Service capabilities and benefits

• Key components: work orders, service agreements, and scheduling

• Navigating the Field Service interface and mobile app

Module 2: Work Order Management and Service Agreements

• Creating and managing work orders and related activities

• Configuring service agreements and entitlements

• Tracking customer assets and warranties for efficient service

Module 3: Resource Scheduling and Dispatch

• Understanding scheduling optimization and resource pools

• Using the schedule board for dispatch and route planning

• Automating scheduling with AI-driven tools and bookable resources

Module 4: Inventory, Product Management, and Procurement

• Managing inventory, products, and service parts

• Integrating with procurement and supply chain processes

• Monitoring inventory levels and replenishment

Module 5: Connected Field Service and IoT Integration

• Implementing IoT alerts and proactive maintenance

• Automating case creation and remote monitoring

• Using telemetry data to improve service outcomes

Module 6: Mobile Field Service Application

• Configuring and using the mobile app for technicians

• Offline capabilities and real-time data synchronization

• Capturing service data, signatures, and photos onsite

Module 7: Reporting, Analytics, and Best Practices

• Utilizing dashboards and Power BI for field service insights

• Tracking KPIs and performance metrics

• Aligning field service strategy with customer satisfaction goals

Hands-on Experience

This course features 40% to 50% hands-on activities, enabling participants to practice configuring Dynamics 365 Field Service components, scheduling resources, managing work orders, and utilizing the mobile app in realistic scenarios.