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MB-240: Microsoft Dynamics 365 Field Service Functional Consultant</h1><div class="display-flex justify-content-space-between align-items-center flex-wrap-wrap page-metadata-container"> <div class="margin-right-xxs"> <ul class="metadata page-metadata" data-bi-name="page info" lang="en-us" dir="ltr"><li>Article</li><li class="visibility-hidden-visual-diff"><time class="is-invisible" data-article-date aria-label="Article review date" datetime="2024-09-22T08:00:00Z" data-article-date-source="calculated">09/22/2024</time> </li><li class="contributors-holder display-none-print"> <button aria-label="View all contributors" class="contributors-button link-button" data-bi-name="contributors" title="View all contributors">2 contributors</button> </li></ul> </div> <div id="user-feedback" class="margin-block-xxs display-none-print" data-hide-on-archived> <button id="user-feedback-button" data-test-id="conceptual-feedback-button" class="button button-sm button-clear button-primary" type="button" data-bi-name="user-feedback-button" data-user-feedback-button > <span class="icon" aria-hidden="true"> <span class="docon docon-like"></span> </span> <span>Feedback</span> </button> </div></div><nav id="center-doc-outline" class="doc-outline is-hidden-desktop display-none-print margin-bottom-sm" data-bi-name="intopic toc" aria-label="In this article"> <h2 id="ms--in-this-article" class="title is-6 margin-block-xs">In this article</h2> </nav><h2 id="purpose-of-this-document">Purpose of this document</h2> <p>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.</p> <table> <thead> <tr> <th>Useful links</th> <th>Description</th> </tr> </thead> <tbody> <tr> <td><a href="/en-us/credentials/certifications/d365-functional-consultant-field-service/" data-linktype="absolute-path">How to earn the certification</a></td> <td>Some certifications only require passing one exam, while others require passing multiple exams.</td> </tr> <tr> <td><a href="/en-us/credentials/certifications/renew-your-microsoft-certification" data-linktype="absolute-path">Certification renewal</a></td> <td>Microsoft associate, expert, and specialty certifications expire annually. You can renew by passing a free online assessment on Microsoft Learn.</td> </tr> <tr> <td><a href="/en-us/users" data-linktype="absolute-path">Your Microsoft Learn profile</a></td> <td>Connecting your certification profile to Microsoft Learn allows you to schedule and renew exams and share and print certificates.</td> </tr> <tr> <td><a href="/en-us/credentials/certifications/exam-scoring-reports" data-linktype="absolute-path">Exam scoring and score reports</a></td> <td>A score of 700 or greater is required to pass.</td> </tr> <tr> <td><a href="https://aka.ms/examdemo" data-linktype="external">Exam sandbox</a></td> <td>You can explore the exam environment by visiting our exam sandbox</td> </tr> <tr> <td><a href="/en-us/credentials/certifications/request-accommodations" data-linktype="absolute-path">Request accommodations</a></td> <td>If you use assistive devices, require extra time, or need modification to any part of the exam experience, you can request an accommodation.</td> </tr> <tr> <td><a href="/en-us/credentials/certifications/d365-functional-consultant-field-service/practice/assessment?assessment-type=practice&assessmentId=106&practice-assessment-type=certification&source=docs" data-linktype="absolute-path">Take a free Practice Assessment</a></td> <td>Test your skills with practice questions to help you prepare for the exam.</td> </tr> </tbody> </table> <h2 id="updates-to-the-exam">Updates to the exam</h2> <p>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.</p> <p>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 <strong>Schedule Exam</strong> section of the <strong>Exam Details</strong> webpage. If the exam isn't available in your preferred language, you can request an additional 30 minutes to complete the exam.</p> <h4 id="note">Note</h4> <p>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.</p> <h4 id="note-1">Note</h4> <p>Most questions cover features that are general availability (GA). The exam may contain questions on Preview features if those features are commonly used.</p> <h2 id="skills-measured-as-of-september-30-2024">Skills measured as of September 30, 2024</h2> <h3 id="audience-profile">Audience profile</h3> <p>As a candidate for this exam, you’re a Microsoft Dynamics 365 Field Service functional consultant. You’re responsible for implementing solutions that:</p> <ul> <li><p>Schedule resources to meet customer requirements.</p> </li> <li><p>Optimize resources by matching skills, locations, and availability.</p> </li> <li><p>Equip frontline workers with the information and tools to deliver great service.</p> </li> <li><p>Build a service history of customer assets.</p> </li> </ul> <p>You’re responsible for:</p> <ul> <li><p>Configuring the default administration areas of the Field Service application.</p> </li> <li><p>Configuring resources and scheduling.</p> </li> <li><p>Configuring service agreements and booking setups.</p> </li> <li><p>Managing work orders, incident types, and bookings.</p> </li> <li><p>Managing customer assets.</p> </li> <li><p>Installing and configuring the Field Service mobile app.</p> </li> <li><p>Enhancing Field Service based on customer requirements.</p> </li> </ul> <p>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:</p> <ul> <li><p>Microsoft Power Platform</p> </li> <li><p>Dynamics 365 Customer Service</p> </li> <li><p>Microsoft 365 apps</p> </li> <li><p>Dynamics 365 Remote Assist</p> </li> <li><p>Dynamics 365 Guides</p> </li> </ul> <p>You should understand:</p> <ul> <li><p>Industry terminology</p> </li> <li><p>Field service processes</p> </li> <li><p>Work order lifecycle</p> </li> <li><p>Uses for Microsoft 365 Copilot in Field Service</p> </li> <li><p>Best practices</p> </li> </ul> <h3 id="skills-at-a-glance">Skills at a glance</h3> <ul> <li><p>Configure field service applications (20–25%)</p> </li> <li><p>Manage work orders and customer assets (25–30%)</p> </li> <li><p>Schedule and dispatch work orders (15–20%)</p> </li> <li><p>Manage the Field Service mobile app (5–10%)</p> </li> <li><p>Manage inventory and purchasing by using the built-in inventory management system (5–10%)</p> </li> <li><p>Implement Microsoft Power Platform (5–10%)</p> </li> </ul> <h3 id="configure-field-service-applications-2025">Configure field service applications (20–25%)</h3> <h4 id="configure-core-field-service-components">Configure core Field Service components</h4> <ul> <li><p>Configure key required security roles</p> </li> <li><p>Configure territories, postal codes, and organizational units</p> </li> <li><p>Configure characteristics and proficiency models</p> </li> <li><p>Implement resource roles and categories</p> </li> <li><p>Modify default Field Service settings</p> </li> <li><p>Configure trades and trade coverages</p> </li> <li><p>Configure not-to-exceed values</p> </li> <li><p>Configure Copilot summary</p> </li> </ul> <h4 id="configure-product-and-service-pricing">Configure product and service pricing</h4> <ul> <li><p>Create and configure required product and service types</p> </li> <li><p>Configure minimum charge amounts and durations</p> </li> <li><p>Determine how pricing rules affect the price that is applied to a product on a work order</p> </li> <li><p>Associate products and services with price lists</p> </li> </ul> <h4 id="configure-bookable-resources">Configure bookable resources</h4> <ul> <li><p>Create and manage bookable resources, including frontline workers</p> </li> <li><p>Configure start and end locations for resources</p> </li> <li><p>Configure pay types and rates</p> </li> <li><p>Configure working hours and working hour templates</p> </li> <li><p>Manage time off requests</p> </li> <li><p>Enable technician time tracking</p> </li> <li><p>Configure facilities and equipment</p> </li> </ul> <h4 id="configure-scheduling-of-multiple-resources">Configure scheduling of multiple resources</h4> <ul> <li><p>Configure and apply Requirement group templates</p> </li> <li><p>Set up resource pools and crews</p> </li> <li><p>Schedule and visualize pools, crews, and Requirement groups on the schedule board</p> </li> </ul> <h4 id="integrate-other-tools-with-field-service">Integrate other tools with Field Service</h4> <ul> <li><p>Implement Dynamics 365 Remote Assist for use with Field Service</p> </li> <li><p>Set up and use Dynamics 365 Remote Assist one-time call</p> </li> <li><p>Use Dynamics 365 Guides with work orders</p> </li> </ul> <h3 id="manage-work-orders-and-customer-assets-2530">Manage work orders and customer assets (25–30%)</h3> <h4 id="configure-the-work-order-lifecycle">Configure the work order lifecycle</h4> <ul> <li><p>Configure work order types and work order resolutions</p> </li> <li><p>Configure booking status and work order sub-status values</p> </li> </ul> <h4 id="create-and-manage-work-orders">Create and manage work orders</h4> <ul> <li><p>Create a work order</p> </li> <li><p>Add status and sub-status information to a work order</p> </li> <li><p>Organize work orders and resources by geography</p> </li> <li><p>Associate a work order with a price list, service-level agreement, and entitlement</p> </li> <li><p>Close a work order, including attaching a work order resolution</p> </li> <li><p>Create a work order by using Microsoft 365 Copilot in Outlook</p> </li> </ul> <h4 id="manage-incidents">Manage incidents</h4> <ul> <li><p>Configure incident types and suggestions</p> </li> <li><p>Assign requirement group templates to incident types</p> </li> <li><p>Add service tasks to incidents</p> </li> <li><p>Add products and services to incidents</p> </li> </ul> <h4 id="create-and-manage-agreements">Create and manage agreements</h4> <ul> <li><p>Configure agreements</p> </li> <li><p>Configure automatic generation of work orders</p> </li> <li><p>Configure agreement bookings</p> </li> <li><p>Configure agreement invoicing</p> </li> <li><p>Create entitlements for agreements</p> </li> </ul> <h4 id="manage-inspections">Manage inspections</h4> <ul> <li><p>Create inspections</p> </li> <li><p>Associate inspections with work orders and customer assets</p> </li> <li><p>Create inspection templates</p> </li> <li><p>Create inspections without work orders</p> </li> </ul> <h4 id="configure-customer-assets">Configure customer assets</h4> <ul> <li><p>Create and manage customer assets</p> </li> <li><p>Configure products to enable automatic creation of customer assets</p> </li> <li><p>Create child assets</p> </li> <li><p>Configure 3D asset models</p> </li> <li><p>Create and manage functional locations</p> </li> <li><p>Configure properties and property templates</p> </li> </ul> <h3 id="schedule-and-dispatch-work-orders-1520">Schedule and dispatch work orders (15–20%)</h3> <h4 id="manage-scheduling-options">Manage scheduling options</h4> <ul> <li><p>Schedule work orders by using the schedule board and schedule assistant</p> </li> <li><p>Configure fulfillment preferences</p> </li> <li><p>Configure quick scheduling (“quick book“)</p> </li> <li><p>Configure resource requirements for multi-day scheduling</p> </li> </ul> <h4 id="configure-customize-and-manage-schedule-boards">Configure, customize, and manage schedule boards</h4> <ul> <li><p>Configure the Requirements panel</p> </li> <li><p>Configure the integrated map feature</p> </li> <li><p>Manually schedule work orders</p> </li> <li><p>Configure and manage schedule boards, including customizing views</p> </li> <li><p>Customize a schedule board</p> </li> </ul> <h4 id="configure-the-schedule-assistant">Configure the schedule assistant</h4> <ul> <li><p>Configure schedule assistant settings</p> </li> <li><p>Apply filtering constraints</p> </li> <li><p>Troubleshoot the schedule assistant</p> </li> </ul> <h4 id="configure-universal-resource-scheduling">Configure Universal Resource Scheduling</h4> <ul> <li><p>Enable scheduling for a table, including configuring the metadata</p> </li> <li><p>Configure geocoding for a custom table</p> </li> <li><p>Manage work hours calendar for requirements</p> </li> <li><p>Configure booking timestamps, booking journals, and actuals</p> </li> </ul> <h3 id="manage-the-field-service-mobile-app-510">Manage the Field Service mobile app (5–10%)</h3> <h4 id="deliver-work-orders-by-using-the-mobile-app">Deliver work orders by using the mobile app</h4> <ul> <li><p>Complete work orders, including tasks, booking statuses, follow-up work orders, signatures, images, and Field Service technician reports</p> </li> <li><p>Service and maintain customer assets, including IoT devices</p> </li> <li><p>Perform inspections, including adding ad hoc inspections</p> </li> <li><p>Manage working offline</p> </li> <li><p>Perform time entry</p> </li> <li><p>Launch related apps, including Dynamics 365 Remote Assist and Guides</p> </li> </ul> <h4 id="set-up-the-mobile-app">Set up the mobile app</h4> <ul> <li><p>Configure security roles</p> </li> <li><p>Customize the mobile app including forms, views, pages, and navigation</p> </li> <li><p>Enable and configure location tracking and geofencing</p> </li> <li><p>Configure offline profiles and synchronization features</p> </li> <li><p>Configure push notifications</p> </li> <li><p>Configure barcode features</p> </li> <li><p>Install the mobile app</p> </li> <li><p>Configure technician service reports</p> </li> </ul> <h3 id="manage-inventory-and-purchasing-by-using-the-built-in-inventory-management-system-510">Manage inventory and purchasing by using the built-in inventory management system (5–10%)</h3> <h4 id="manage-inventory-and-warehouses">Manage inventory and warehouses</h4> <ul> <li><p>Set up inventory and warehouses</p> </li> <li><p>View product inventory</p> </li> <li><p>Adjust inventory levels</p> </li> <li><p>Transfer inventory between warehouses</p> </li> <li><p>Manually update inventory by using inventory journals</p> </li> </ul> <h4 id="manage-purchasing-and-product-returns">Manage purchasing and product returns</h4> <ul> <li><p>Create purchase orders</p> </li> <li><p>Create a list of receivable products for a purchase order</p> </li> <li><p>Create return merchandise authorizations</p> </li> <li><p>Create return to vendor transactions</p> </li> <li><p>Finalize returns</p> </li> </ul> <h3 id="implement-microsoft-power-platform-510">Implement Microsoft Power Platform (5–10%)</h3> <h4 id="configure-model-driven-apps">Configure model-driven apps</h4> <ul> <li><p>Create and configure forms</p> </li> <li><p>Create and configure views</p> </li> <li><p>Configure navigation</p> </li> </ul> <h4 id="create-custom-apps-and-automations">Create custom apps and automations</h4> <ul> <li><p>Create task-specific canvas apps and custom pages</p> </li> <li><p>Embed apps in Field Service</p> </li> <li><p>Use Power Automate cloud flows to automate tasks and enhance Field Service</p> </li> </ul> <h2 id="study-resources">Study resources</h2> <p>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.</p> <table> <thead> <tr> <th>Study resources</th> <th>Links to learning and documentation</th> </tr> </thead> <tbody> <tr> <td>Get trained</td> <td><a href="/en-us/credentials/certifications/exams/MB-240#two-ways-to-prepare" data-linktype="absolute-path">Choose from self-paced learning paths and modules or take an instructor-led course</a></td> </tr> <tr> <td>Find documentation</td> <td><a href="/en-us/dynamics365/" data-linktype="absolute-path">Dynamics 365 documentation and learning modules</a><br><a href="/en-us/dynamics365/field-service/user-guide" data-linktype="absolute-path">User guide for Dynamics 365 Field Service (contains video)</a></td> </tr> <tr> <td>Ask a question</td> <td><a href="/en-us/answers/products/" data-linktype="absolute-path">Microsoft Q&A | Microsoft Docs</a></td> </tr> <tr> <td>Get community support</td> <td><a href="https://community.dynamics.com/" data-linktype="external">Microsoft Dynamics Community</a></td> </tr> <tr> <td>Follow Microsoft Learn</td> <td><a href="https://techcommunity.microsoft.com/t5/microsoft-learn/ct-p/MicrosoftLearn" data-linktype="external">Microsoft Learn - Microsoft Tech Community</a></td> </tr> </tbody> </table> <h2 id="change-log">Change log</h2> <p>Key to understanding the table: The functional groups are in bold typeface followed by the objectives within each group. The table is a comparison between the previous and current version of the exam skills measured and the third column describes the extent of the changes.</p> <table> <thead> <tr> <th>Skill area prior to September 30, 2024</th> <th>Skill area as of September 30, 2024</th> <th>Change</th> </tr> </thead> <tbody> <tr> <td>Audience profile</td> <td></td> <td>Minor</td> </tr> <tr> <td><strong>Configure field service applications</strong></td> <td><strong>Configure field service applications</strong></td> <td>No % change</td> </tr> <tr> <td>Define and configure core Field Service components</td> <td>Configure core Field Service components</td> <td>Major</td> </tr> <tr> <td>Configure product and service pricing</td> <td>Configure product and service pricing</td> <td>Minor</td> </tr> <tr> <td>Configure bookable resources</td> <td>Configure bookable resources</td> <td>Major</td> </tr> <tr> <td>Configure scheduling of multiple resources</td> <td>Configure scheduling of multiple resources</td> <td>Major</td> </tr> <tr> <td><strong>Manage work orders</strong></td> <td><strong>Manage work orders and customer assets</strong></td> <td>% of exam increased</td> </tr> <tr> <td>Configure the work order lifecycle</td> <td>Configure the work order lifecycle</td> <td>Major</td> </tr> <tr> <td>Create and manage work orders</td> <td>Create and manage work orders</td> <td>Minor</td> </tr> <tr> <td>Create and manage agreements</td> <td>Create and manage agreements</td> <td>Minor</td> </tr> <tr> <td>Manage inspections</td> <td>Manage inspections</td> <td>Minor</td> </tr> <tr> <td></td> <td>Configure customer assets</td> <td>Added (moved from deleted FG)</td> </tr> <tr> <td><strong>Schedule and dispatch work orders</strong></td> <td><strong>Schedule and dispatch work orders</strong></td> <td>% of exam decreased</td> </tr> <tr> <td>Manage scheduling options</td> <td>Manage scheduling options</td> <td>Minor</td> </tr> <tr> <td>Implement schedule boards</td> <td>Configure, customize, and manage schedule boards</td> <td>Major</td> </tr> <tr> <td>Manage schedule boards</td> <td></td> <td>Merged with above</td> </tr> <tr> <td>Implement the schedule assistant</td> <td>Configure the schedule assistant</td> <td>Major</td> </tr> <tr> <td>Configure Universal Resource Scheduling</td> <td>Configure Universal Resource Scheduling</td> <td>Minor</td> </tr> <tr> <td><strong>Manage the Field Service mobile app</strong></td> <td><strong>Manage the Field Service mobile app</strong></td> <td>No % change</td> </tr> <tr> <td>Set up the mobile app</td> <td>Set up the mobile app</td> <td>Minor</td> </tr> <tr> <td><strong>Manage inventory and purchasing by using the built-in inventory management system</strong></td> <td><strong>Manage inventory and purchasing by using the built-in inventory management system</strong></td> <td>No % change</td> </tr> <tr> <td>Manage purchasing and product returns</td> <td>Manage purchasing and product returns</td> <td>Minor</td> </tr> <tr> <td>Manage Connected Field Service and customer assets</td> <td></td> <td>Removed</td> </tr> <tr> <td>Implement Connected Field Service</td> <td></td> <td>Removed</td> </tr> <tr> <td>Configure customer assets</td> <td></td> <td>Removed</td> </tr> <tr> <td><strong>Implement Microsoft Power Platform</strong></td> <td><strong>Implement Microsoft Power Platform</strong></td> <td>No % change</td> </tr> <tr> <td>Create custom apps and automations</td> <td>Create custom apps and automations</td> <td>Minor</td> </tr> <tr> <td>Configure Microsoft Power Pages</td> <td></td> <td>Removed</td> </tr> </tbody> </table> </div><div id="ms--inline-notifications" class="margin-block-xs" data-bi-name="inline-notification"></div><div id="assertive-live-region" role="alert" aria-live="assertive" class="visually-hidden" aria-relevant="additions" aria-atomic="true"></div> <div id="polite-live-region" role="status" aria-live="polite" class="visually-hidden" aria-relevant="additions" aria-atomic="true"></div>  </main>  <aside 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