Microsoft MB-240 Test Engine Practice Test Questions, Exam Dumps [Q25-Q47]

Q25. You are a dispatcher for a cable installation company that provides installation services in multiple territories.
The company is using Dynamics 365 for Field Service to manage their work orders. Every time a work order is created, the dispatch team is manually assigning the work order to a territory in order to book the correct resources.
You are tasked with ensuring that Dynamics 365 will automatically assign work orders to territories so that the dispatcher can search for the correct resources.
Which four steps, in sequence, must be configured to ensure that when work orders are created they will automatically be mapped to the correct territory? To answer, move the appropriate actions from the list of actions to the answer area and arrange them in the correct order.

Q26. As a new start-up field services company, you are looking to streamline your customer service process to provide the best customer service experience.
Your company has decided to implement Dynamics Field Services as the foundation for its customer service management processes.
You need to ensure that the cases that the customer service team creates can be quickly and efficiently converted to work orders (that will minimize the need to add additional information to the work orders) using the out-of-the-box capabilities.
Which key item do you need to configure before the customer service agents will be able to convert a case to a work order?

Q27. DRAG DROP
Your company’s inventory clerk has received a truck shipment of parts for repair of equipment on such a rush order. The order needs to be completed as soon as possible.
Which three steps, in sequence, are needed to receive the products to the existing rush order in Field Service? To answer, move the appropriate actions from the list of actions to the answer area and arrange them in the correct order.
Select and Place:

Q28. You need to set up a new mobile warehouse for a technician and add inventory to the warehouse.
Which three entities, when updated, will also update the warehouse inventory? Each correct answer presents a complete solution.
NOTE: Each correct selection is worth one point.

Q29. Case Study 1 – Litware, Inc
Overview. Company structure
Litware, Inc. is a multi-national home improvement retail company with stores around the world.
Litware, Inc. also offers various installation and repair services using a combination of employees and subcontractors.
Litware, Inc. has stores located throughout the United States and Canada. The company has three main types of stores:
1. DIY Stores are retail and contractor stores with supply items for DIY projects.
– Offer electrical, lightning and other home improvement items.
– Only offer delivery and installation services for major appliances.
2. Pro Stores offer design ideas for major home renovations.
– Staffed with design experts for every major category, expert installation services, service technicians, and site coordinators.
3. Home Improvement Stores offer the convenience of purchasing items available in the DIY stores, but also include the expert design, installation and repair services offered in the Pro Stores.
Overview. Staff
Each type of store has a different combination of designers, service technicians and installers.
DIY Stores
– Installers
– Work 8am-6pm Monday to Friday.
– Saturdays and Sundays are generally off days.
– Delivery
– Pick up at the local warehouse for each store.
– Delivery personnel have a rotating work schedule. Monday to Friday every other week.
Wednesday to Sunday every other week.
Pro Stores
– Designers
– Work various hours and days of the week.
– Assigned to a department based on skills and expertise.
– Installers
– Work 8am-6pm Monday to Friday.
– Assigned to a geographic region.
– Repair Technicians
– Normal work hours 8am-6pm Monday to Friday.
– Nights and weekends for emergencies only, based on availability.
– These are all subcontractors.
Home Improvement Stores
– Designers
– Assigned to a department based on skills and expertise.
– Delivery
– Pick up at the local warehouse for each store.
– Delivery personnel have a rotating work schedule. Monday to Friday every other week.
Wednesday to Sunday every other week.
– Installers
– Work 8am-6pm Monday to Friday.
– Assigned to multiple stores in a geographic region.
– Repair Technicians
– Normal work hours 8am-6pm Monday to Friday.
– Nights and weekends for emergencies only, based on availability.
– These are all subcontractors.
– Dispatchers
– Assigned to all territories in the region.
– Assign repair and installation work to technicians based on skill.
All internal delivery, repair and installation employees will utilize the Field Service mobile app.
Litware, Inc. employees will have full-service licenses, while subcontractors will not.
Overview. Regions
Dispatchers can see all work request data for their region, including resources.
The United States regions are:

Canadian regions are broken down by province where Litware, Inc. either has stores or provides services:

Existing Environment. Data management structure
Litware, Inc, store employees can see data within their region. This is to provide better support of customers and stores within the regions.
The current data access structure appears as follows:

Existing Environment. Field Service difficulties
Typical job assignment is as follows:
– Appliance Delivery & Hookup: 2 resources – subcontracted out
– Landscaping: minimum 2 resources. 1 expert
– Carpeting: 2-3 resources
– Tile Flooring: 2 resources
– Kitchen Cabinets: 3 resources
– Hardwood Flooring: 2 resources
– Repairs: 1-2 resources
A spreadsheet tracks the skills and certifications earned by each internal employee. They are:

The Skill Proficiency Model used at Litware, Inc. is as follows:
1- Novice
2 – Inexperienced
3 – Moderate Experience
4 – Experienced
5 – Expert/Certified
For each type of job, there must be at least one certified or highly experienced resource on the job. Their current system does not have a way to share technical documents and instructions with the technicians and have them review it while onsite.
All work is printed out and the provided to the resources. Contractors are currently emailed the job details to which they need to confirm availability. Contractors sometimes decline work. In some of these cases, the Litware, Inc. dispatch team does not react quickly to this information and the customer’s work or delivery is delayed.
Existing Environment. Customer base
Currently all customers and their data are held in Dynamics 365 Finance and Operations (D365 F&O).
– Most store employees do not have access to this data as it is currently being implemented for backend features, such as inventory and invoicing.
– Designers and those scheduling can pull up a customer and their pending orders and installations, but they cannot see the payment details and terms.
85% of Litware’s customers are households.
15% are construction-based companies that either purchase or hire Litware, Inc. for specific jobs.
– Most of these companies receive a 5-10% discount on supplies and 10% discount on labor.
– Some are Non-Profit Organizations (NPOs) and they receive a flat 15% discount.
Requirements. Planned changes
Litware, Inc. plans to implement Dynamics 365 Field Service. The requirements gathered during analysis are:
Work Orders and Scheduling
– Scheduling based on resource skill, and number of required resources based on job type and duration.
– Preventative Maintenance emergency calls take priority over other types of jobs.
– Schedule resources based on location, maximizing total work hours and then minimizing drive time.
– All HVAC down jobs require a resource to be onsite at the customer location within 2 hours, per contract terms.
– Some high-end HVAC systems can tell the company when the system is experiencing issues.
Alert dispatchers when this occurs if this feature is enabled and purchased.
– Set contractually obligated times for HVAC down jobs.
– Set reminders or see critical details to act on for a job.
– Ability to quickly book a job.
– Easily see when a resource is on Paid Time Off on the schedule board.
Service Contracts
– Set up and create a Preventative Maintenance (PM) type of contracts.
– PM contracts are only for HVAC systems. Semi-annual maintenance jobs should be created 30- days before they are to be scheduled.
– Preventative Maintenance
– Semi-annual inspections
– Discount on any required parts and additional labor.
– Include 24-hour emergency service calls at no-charge.
Extended Warranties
– Ability to setup and create an Extended Warranty type of contracts.
– Start when Manufacturer warranty ends.
– Can be purchased for 1, 2 or 3 years and include all parts and labor.
Products and Services
– Integration between D365 F&O and D365 Field Service.
– Implement a parts return process for any unused or defective part during an installation job.
– Multiple price lists will be used, based on region and customer type (retail, NPO, construction).
Resources
– Implement company holidays for US and Canada.
– Implement various pay types based on OT, Weekends/Holidays, Travel and Regular Time.
– Implement Paid Time Off.
Optimize resource schedules
– Access to jobs assigned for the day.
– Specialty equipment scheduled on work orders as needed.
System
– Geocoding will be activated throughout the system.
– Territories will be used for Accounts, Resources and Work Orders.
– Enable SharePoint integration.
Requirements. Technical requirements
Invoicing
– Send Work Order details to D365 F&O when a job is completed, and after internal reviews are performed.
– The system must track the price of resources based on holidays and after-hours scenarios at a rate of one and a half times the normal billing rate.
– Travel time is non-billable. Travel time should be captured as normal billing rate.
– A Delivery Fee of $75 is charged for each order.
– Subcontractor travel time is non-billable but is paid to the subcontractor company by Litware, Inc.
Resources
– Contractor technicians require access to work order and customer details once assigned to a booking. They do not have a license.
– Dispatchers need a schedule board for their region(s).
– Resources have access to view their skills, skill level and certification data.
– Certifications set to expire over the next 120 days should show highlighted in Yellow.
– Certifications already expired will show in Red.
– Resources will be notified when they enter or leave a job, or are assigned a job for the day.
– Resource booking automatically updated when they enter job site.
– High priority jobs will send an alert to the resources’ phone and send them a text message.
– Resources assigned to a job where their skill level = 1 will be assigned to an experienced resource for 3 months.
– Resources on the job can use their smartphone to call and obtain assistance.
– Resources can access documents either online or offline.
Products and Services
– All parts removed from a customer’s equipment must be returned to the Main warehouse.
– All parts not used or deemed defective during an installation must be returned to the originating warehouse.
– All appliances and parts will become part of the customer record.
– All products are received into the Main warehouse and then distributed to van stock for delivery or installation.
– All assets that have an expired manufacturer warranty should show a notification.
Work Orders
– The ability to have templates for work orders. Templates will provide guidance for technicians, and recommend products and default services.
– Work Orders created from a PM contract need to have a status = Service Contract.
– Work Orders created from an Extended Warranty contract need to have a status = Extended Warranty
– All HVAC down work orders must be set to high priority.
– All emergency, and contractual Work Orders must be created, reviewed and dispatched within 1 hour. A technician must be onsite within 2 hours.
– All Work Orders created from a PM are non-billable.
– All Extended Warranty jobs must include a flat service fee of $75.
Scheduling
– High Priority work orders for HVAC down cannot be moved once scheduled.
– Work Orders scheduled to technician(s) who do not have the desired skill set and level should show a warning.
– If scheduled, it will send an approval record to the manager to approve the assignment.
Approved are booked. Rejected are canceled and the dispatcher notified.
– Dispatchers will assign multi-day work orders, such as kitchen cabinets, bathrooms, landscaping, to the same group of resources for the duration of the work.
– All work orders for an existing asset, where the asset does not have an active manufacturer’s warranty, or a valid extended warranty should show an alert upon scheduling.
– Resources should be optimized for high priority items, maximize their work hours and then minimize travel time.
Security and access
– Safeguards must be in place for the data on the Field Service Mobile app if a technician loses his mobile device.
– Technicians in the field should only see work orders scheduled for today.
– Field Service administrators need the ability to update the defaults for the schedule assistant.
Accounts
– NPO customers should be assigned the NPO pricing.
– NPO customers are tax exempt. They are the only customers that do not get charged tax on products or services.
– Construction-Based customers should be assigned the Construction-based pricing.
Drag and Drop Question
Litware, Inc. designers sometimes have to schedule an experienced technician and trainee to go out to a customer’s home to take measurements.
One of their customers, wants a kitchen and bathroom remodel completed during the same timeframe. The customer has asked for Litware, Inc. to have both measurements completed at the same time.
Currently, Litware, Inc. does not any technicians with both kitchen remodeling and bath remodel skills. Litware, Inc. wants to use the new Quick Book functionality to schedule multiple resources to this work order.
Which five actions should you perform in sequence? To answer, move the appropriate actions from the list of actions to the answer area and arrange them in the correct order.

Q30. You are a new Dynamics 365 for Field Service Administrator for a manufacturing firm.
Your manager has asked you to configure the system to enable scheduling for maintenance of equipment at customer sites. It is against company policy to dispatch resources to sites with known issues such as credit or safety holds. Many site visits may require more than one technician to be sent for the repair.
Which resource scheduling component should be used for each task? To answer, drag the appropriate resource scheduling component to the appropriate task. Each resource scheduling component may be used once, more than once, or not at all. You may need to drag the split bar between panes or scroll to view the content.

Q31. You create a complex agreement and booking that includes service tasks and services. You need to use the existing agreement as the basis for future agreements. Which two actions should you perform? Each correct answer presents part of the solution.

Q32. A work order has been created with Bharti Airtel as the Billing Account and Airtel Kolkata as the Service Account.
You need to determine the account where various work order information originates. The sheeted work order type and entitlement do not have any of this information.
Which account belongs to each piece of work order information? To answer, drag the appropriate account to the correct piece of work order information. Each account may be used once, more than once, or not at all. You may need to drag the split bar between panes or scroll to view content.
NOTE: Each correct match is worth one point.

Q33. You are configuring work orders for technicians to complete the onsite service.
When a work order is completed, the customer needs to receive an invoice for the labor charge time spent by the technician to complete the service.
Which option should the technician use to enter their time spent?

Q34. You are identifying inconsistencies in recent work order billings.
You find a work order that does not have an Invoice and Actuals posted.
What are two reasons why this may have happened? Each correct answer presents a complete solution.
NOTE: Each correct selection is worth one point.

Q35. Your client wants to build some workflows to automate certain approvals.
You need to enable Microsoft Power Automate flows in the Microsoft Dynamics 365 Field Service settings.
Which four actions should you perform in sequence? To answer, move the appropriate actions from the list of actions to the answer area and arrange them in the correct order.

Q36. Note: This question is part of a series of questions that present the same scenario. Each question in the series contains a unique solution that might meet stated goals. Some question sets might have more than one correct solution, while others might not have a correct solution.
After you answer a question in this section, you will NOT be able to return to it. As a result, these questions will not appear in the review screen.
You are a Dynamics 365 for Field Service system administrator.
You are configuring a new instance of Dynamics 365 for Field Service. The organization needs to automatically generate work orders based on agreements, and send invoices on a recurring basis by customer.
Solution: You implement the following configuration changes.
1) Create Agreement
2) Define Booking Setup
3) Create Invoice Setup
4) Set Auto Generate Invoice = Yes
5) Populate Generate Agreement Invoices X Days in Advance
Does this meet the goal?

Q37. You need to set up the system to meet LitWare’s inspection requirements.
Which three actions should you perform in sequence in the Field Service app? To answer, move the three appropriate actions from the list of actions to the answer area. Arrange the three actions in the order.

Q38. There are certain steps a Field Service Manager must take for RMA approval, and then for creating an RMA receipt.
Which steps pertain to RMA Approval and which steps pertain to RMA Receipts? To answer, drag RMA Approval or RMA Receipts to the appropriate steps. RMA Approval and RMA Receipts may be used once, more than once, or not at an. You may need to drag the split bar between panes or scroll to view the content.
NOTE: Each correct selection is worth one point.

Q39. Your company is preparing to deploy the Dynamics Field Service with Mobile Application.
Your manager asks you to ensure that the Booking Statuses will match with the current business process the field technicians are following.
As the Field Service Administrator, you review the documentation and discover that the out-of-the-box BookingStatuses will meet your company’s needs.
What is the order of the Booking Statuses for the five out-of-the box booking status fields? To answer, move the five out-of-the-box booking status fields to the answer area and arrange them in the correct order.

Q40. You need to create a purchase order for a thermal overload cooling fan for a refrigeration unit on the shop floor.
After creating a purchase order, what are the five steps, in sequence, for completing the order and receivingthe products? To answer, move the appropriate actions from the list of actions to the answer area and arrange them in the correct order.

Q41. You are configuring Microsoft Dynamics 365 for a hotel chain.
The hotel managers want to make traveler reservations by first checking for specific date range availability, and then assigning the traveler to a specific room when they arrive. Furthermore, hotel managers want to overbook the hotel to account for expected cancellations.
Which four actions should you perform in sequence? To answer, move the appropriate actions from the list of actions to the answer area and arrange them in the correct order.

Q42. You need to create a purchase order for a thermal overload cooling fan for the refrigeration unit on the shop floor. You create a purchase order and add products.
Which four actions should you perform in sequence to complete the order and receive the products? To answer, move the appropriate actions from the list of actions to the answer area and arrange them in the correct order.

Q43. When Contoso installs chillers for customers, they are expected to follow the same procedure for each install.
You need to configure the functionality necessary to automatically add all the tasks and resources needed to a work order when the work order type is Chiller Installation. You must follow the established Contoso guidelines for installation requirements, as outlined in the Case Study, and create the most efficient process possible.
Which four actions should you perform in sequence? To answer, move the appropriate actions from the list of actions to the answer area and arrange them in the correct order.

Q44. A new member of your company’s scheduling department is learning which scheduling function to use in Dynamics 365 for Field Service, based on different scenarios.
You need to provide a scheduling matrix to the new team member.
Which scheduling function should be used with each scenario? To answer, drag the appropriate function to the appropriate scenario. Each function may be used once, more than once, or not at all. You may need to drag the split bar between panes or scroll to view the content.
NOTE: Each correct selection is worth one point.

Q45. You are a Field Service resource manager for Contoso, Ltd. and are setting up characteristics for field technicians who are responsible for repairs on rental equipment.
Work performed on certain types of backhones, trenchers, and excavating equipment requires different attributes to be identified for proper work order assignment and scheduling.
Which two characteristics are valid? Each correct answer presents a complete solution.

Q46. You are configuring work orders for technicians to complete their on-site service.
You need to advise the technicians on locating the whereabouts of the customer assets within the Field Service mobile app.
What is one way a technician can identify the exact location of an asset at a customer site?

Q47. Your company uses Microsoft Dynamics 365 Field Service to schedule work orders.
One of the field service operations managers needs to understand when the different resource types should be scheduled.
You need to provide the manager with a matrix of when you should schedule the various resource types on a work order.
What are the resource types you should use for each scenario? To answer, drag the appropriate resource type to the appropriate scenario. Each resource type may be used once, more than once, or not at all. You may need to drag the split bar between panes or scroll to view the content.
NOTE: Each correct match is worth one point.