Exam MB-240 topic 1 question 248 discussion

DRAG DROP
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Case study
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This is a case study. Case studies are not timed separately. You can use as much exam time as you would like to complete each case. However, there may be additional case studies and sections on this exam. You must manage your time to ensure that you are able to complete all questions included on this exam in the time provided.

To answer the questions included in a case study, you will need to reference information that is provided in the case study. Case studies might contain exhibits and other resources that provide more information about the scenario that is described in the case study. Each question is independent of the other questions in this case study.

At the end of this case study, a review screen will appear. This screen allows you to review your answers and to make changes before you move to the next section of the exam. After you begin a new section, you cannot return to this section.


To start the case study
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To display the first question in this case study, click the Next button. Use the buttons in the left pane to explore the content of the case study before you answer the questions. Clicking these buttons displays information such as business requirements, existing environment, and problem statements. When you are ready to answer a question, click the Question button to return to the question.



Overview
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Company overview
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LitWare Inc. is a plumbing and heating company which provides installation, maintenance, and repair services in United States (U.S.) and Canada.

LitWare also offers various installation and repair services such heating, venting, and air conditioning (HVAC), plumbing, and roofing for commercial customers using their employees and subcontractors.

Company structure and resources

The company has three main types of services, each offering a different combination of service personnel.

4. Training services provide training to LitWare employees and subcontractors to perform the work in the regions serviced.
5. Unplanned maintenance services address emergency repair requests for their customers.
o Dispatchers are assigned to all territories in a region. Dispatchers assign repair and installation work to repair technicians based on their skills.
o Repair technicians are employees and subcontractors.
6. Planned maintenance services perform regular and planned checks for their customers.
o Inspectors are assigned to all regions based on skills and expertise.
o Installers are assigned to multiple territories in a geographic region.
o Repair technicians are employees and subcontractors.
o Dispatchers are assigned to all territories in a region. Dispatchers assign repair and installation work to technicians based on skills.

All the inspection, repair, and installation employees utilize the Field Service mobile app.

Dispatchers can see all work request data for their region and see all the bookable resources.



Existing environment
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Job structure
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Typical job assignments are as follows:
• Inspections: 1-2 resources
• Installations: minimum 2 resources, 1 expert
• Repairs: 1-3 resources



Skills and certifications
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The following spreadsheet tracks the skills and certifications earned by each internal employee:




Service areas
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The service areas are:



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 maintain the availability of a service, maintain the subcontractor's insurance details, certifications, and more options for inspectors. All work is printed out and provided as a hard copy to the resources. It is not easy to distribute the new updated materials for the service or share the new troubleshooting guides.



Requirements
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Planned changes
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LitWare plans to implement Dynamics 365 Field Service. The requirements gathered during analysis are:


Work orders and scheduling
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• Scheduling based on resource skill, and number of required resources based on job type and duration.
• Planned Maintenance emergency calls take priority over other types of jobs.
• Schedule resources based on location, maximizing total work hours and then minimizing drive time.
• Ability to track technician time.
• Ability to configure rates and pay types.
• Ability to easily see when a resource is on Time Off on the schedule board.
• All resource time-off requests should be approved by both their manager and their line manager.


Service contracts
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• Set up and create a Planned Maintenance type of contract.
• Define the coverage of the regions by the work.


Inspection management
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• Ability to configure inspections.
• Ability for inspections to be linked with work orders and customer assets.


Resources
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• Implement company holidays for U.S. and Canada.
• Implement various pay types based on overtime, weekends and holidays, travel and regular time.
• Implement paid time off.
• Ability for resource calendars to reflect resource time off and work hours.
• Access to jobs assigned for the day.
• Ability to capture the validity of the insurance and send a 90-day reminder notification before the expiry.
• Activate geocoding throughout the system.
• Use territories for accounts, resources, and work orders.
• Enable Microsoft SharePoint Integration.


Field Service mobile app
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• Ability for technician to access work orders and asset details.
• Ability to perform inspections on the mobile app.
• Ability to work through offline mode.
• Ability to enter time for the work.


Technical requirements
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Resources require the ability to:
• Configure work hours templates based on their time zone.
• Access and view their skills, skill level, and certification data.
o Certifications set to expire over the next 90 days should show highlighted in Yellow.
o Certifications already expired will show in Red.
• Access documents either online or offline.
• Have their time-off requests enabled for approval by default for resource who has skill of electrical, and have the requests approved by both their manager and line manager.


Work orders
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• The ability to have templates for work orders.
o Templates will provide guidance for technicians, and help recommend products and default services.
• Work orders created from a PM contract need to have a status = Service Contract.

Inspections:
• Ability to configure advance inspections with conditional logics based on the questions.
• Ability to use the latest inspections for analytics on a weekly basis.
• Ability to perform ad-hoc inspections with assets.
• Ability for users to export responses.


Security and access
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• Technicians in the field should only see work orders scheduled for today.
• Technicians should have the option to enter manual time.
• Technicians should have the option to complete the inspections.
• Technicians should have the ability to access relevant apps to complete the job.
• Technicians should have the ability to access the guides.
• Administrators should have access to the technician usage of the guides.


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 correct order.

Suggested Answer: