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A company provides cable-based Internet and television services. Supply cables often must be buried on customers’ properties. When a supply cable must be buried, the company hires one vendor to locate any existing underground utilities and another vendor to bury the supply cable. These vendors manage their own resources in their own scheduling systems. You need to create bookable resources to ensure that you can schedule these vendors from within your Microsoft Dynamics 365 implementation. Which resource type should you use?
You install the Woodford solution and begin setting up the mobile application. You need to import the Field Service project. Which three components must you define? Each correct answer presents part of the solution.
A company wants to provide customers updates about their work orders. You need to add the update notifications capability to the Field Service application.
What are two possible ways to achieve the goal? Each correct answer presents a complete solution.
Create a booking rule that sends the customer an email.
Import the Glympse solution. Configure the solution to send the customer text messages.
Create a Microsoft Flow. Use a connector for sending text messages to the customer.
Import the Twilio solution. Configure the solution to send the customer text messages.
Answer: C, D
You deploy the Field Service mobile application for a field service agent. You need to ensure that all Field Service functionality is available to the agent. Which user type should you select during the initial configuration?
Registered External User
Anonymous External User
You need to install and configure Connected Field Service. What is required?
You are implementing Microsoft Dynamics Field Service. You create a view of all scheduled work orders for a specific city on a specific day. You need to modify the view to show completed work. Which field should you use to filter the view?
Microsoft MB2-877 Exam (Microsoft Dynamics 365 for Field Service) Detailed Information
MB2-877 - Microsoft Dynamics 365 for Field Service
MB2-877 Test Objectives
Set up and configure Field Service (15 – 20%)
Perform initial configuration steps
This objective may include but is not limited to: Identify key security roles, identify resource scheduling options;
identify entities that can be customized with administrative settings, identify product and service categories.
This objective may include but is not limited to: Configure product and service pricing features including minimum
charge amount, minimum charge duration, and the flat fee option; add products and services to incidents; determine
when a product has a default list price and a work order price list; associate products and services with price
lists; define tax codes.
This objective may include but is not limited to: Identify fields for bookable resources; enable mapping functionality;
identify entities that are geocoded; define start and end locations for resources; identify differences between
This objective may include but is not limited to: Configure territories and organizational units; identify skills
types; configure characteristics and skills; configure proficiency models; implement resource roles and categories;
explain differences between organizational units and business units.
This objective may include but is not limited to: Automate processes by using Microsoft Flow; build flows using Visual
Designer; identify uses for the Twilio solution; identify opportunities to integrate Glympse with the Connected
Field Service solution.
Manage work orders (15 – 20%)
Describe the work order lifecycle
This objective may include but is not limited to: Describe work order fields; describe work order life cycle stages;
identify booking status and work order status values for values for work order stages; describe uses and capabilities
for billing accounts, service accounts, and sub-accounts.
This objective may include but is not limited to: create a work order from an incident; add status and substatus
information to a work order; configure work order type and priority; organize work orders and resources by geography;
describe the process for closing work orders; close a work order.
This objective may include but is not limited to: Describe incident types and incident type fields; create and configure
incident types; add service tasks.
Schedule and dispatch work orders (15-20%)
Manage scheduling options
This objective may include but is not limited to: Describe options for scheduling work orders including the Schedule
Board and Schedule Assistant; determine when to use each scheduling option; describe the stages of the scheduling
process and steps that occur during each stage.
This objective may include but is not limited to: Identify features and uses of the 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; create additional schedule boards; configure schedule
boards; customize the schedule board; create web resources to define custom booking rules
This objective may include but is not limited to: Identify licensing requirements for resource scheduling add-on;
create optimization profiles; define objectives and constraints; configure resource optimization.
This objective may include but is not limited to: Describe the uses and limitations of Universal Scheduling; describe
prerequisites for enabling an entity for scheduling; identify entities that can be enabled for scheduling; create
workflows to populate data in requirement records; create requirement views; schedule an entity.
Manage Field Service mobility (10 – 15%)
Install and configure the mobile app
This objective may include but is not limited to: Identify supported mobility options; identify unique mobile app
features; describe differences between online and offline modes; identify tasks that field agents can perform; perform
initial configuration steps for mobile app.
This objective may include but is not limited to: Identify project artifacts that you can modify; edit a project;
modify configuration settings; publish a mobile project.
Manage inventory and purchasing (10 – 15%)
Manage customer assets
This objective may include but is not limited to: Identify uses for customer assets; create and register customer
assets; configure products to auto-create customer assets; associate work orders with customer assets; create child
This objective may include but is not limited to: Set up inventory and warehouses; view product inventory; compare
and contrast inventory levels and inventory transfers adjust inventory levels; transfer inventory.
This objective may include but is not limited to: Describe the purchase order process; create purchase orders; display
a list of receivable products for a purchase order; describe the ways that a product can be returned; create return
merchandise authorizations; finalize returns.
Manage the Connected Field Service solution (5 – 10%)
Configure the Connected Field Service solution
This objective may include but is not limited to: Describe Connected Field Service; identify key benefits of Connected
Field Service; install prerequisite components; install and configure Connected Field Service; identify components
created during solution installation; implement the solution.
This objective may include but is not limited to: Use connections to configure multiple parts as one asset; categorize
devices; resolve registration errors; view data from devices; remotely send commands to devices; extend connected
field service solutions.
Manage Agreements (10 – 15%)
Create and manage agreements
This objective may include but is not limited to: Describe the framework required to use or create agreements; identify
key elements of agreements and information needed to set up an agreement; define and configure agreement settings;
configure agreement preferences.