Pass Microsoft Dynamics 365 MB-240 Exam in First Attempt Easily

Introduction

1. 02-Service Accounts and Billing Accounts Summary

Now, I'm pretty sure that you know what is field service, what is dynamic 365, and what is customer engagement? So now let's talk about more detailed information in field service. So let's move ahead and know what a service account and billing account are. So take an example, Starbucks franchisee based in downtown location. Downtown Starbucks won't facing some issues that AC is not working. They send a request to the company that is providing services for the AC. Then I need some technicians to go to the site, and the AC temperature is fluctuating. So that is the service account and the billing account. When the technician went to the site and completed the job, he released an invoice. He or she sent an invoice to the customer's location for the service provided. Then he raised the request. It's basically sending an invoice to the parent company, not the Starbucks franchisee. So that is a small concept. As a result, service and billing accounts may differ, and sometimes both the company's name So that's a general overview of the service and billing account. So when you select a service account in the work order based on the service account location, it shows the technician's mobile app where the technician needs to go. And once a technician completed the job, once the technician came back and sent an invoice to the customer, the invoice had to be sent to the billing account because that was different. If both are the same, then that's not a problem at all. Okay, so you can actually see more information on this file, which I actually created and uploaded. You can download this file for future reference. So I'm pretty sure once you're done with the course, you'll go for the certification exam. Once you pass, you'll be a certified field service consultant, and you can use this information as a reference for your future. Thank you. You're.

2. 03-Work Orders 101 Summary

In this video, you are going to learn what a work order is, why it is important in feed service, and why it's needed to complete the customer request. So, a work order is a key record service that basically captures customer information, customer address, if a technician needs to go to the customer site, what customer issues were reported and which product was involved, and anything specific. Take an example, AC, and something else. Or it can be anything that's actually correct. So that is about the word order. If I show you the way, you actually create a percoorder. So there are a couple of ways you can create a work order in Microsoft Dynamics 365 for field service. So one is the case. So take an example. I'll use the same example. Joe bought AC and after a couple of days he faced some issue, he sent an email or call the customer support. That is, the AC is not working properly. So either technical support or the customer support team will get a case. They will actually, once the issue is finalized, what’s the issue reported, they'll check the other information about customer and then they convert this to the work order and send this to the technician team. There is another way. When Edgeho bought a new AC, he needs installation to be done at this location as his location. So once the sales order is created, you can convert the sales order and create a work order in reference to the sales order. So technician can see okay, this is the new purchase by customers and I have to go and install this AC. And there's another way you can create a work order from agreement. So, an agreement is a kind of contract where you have a contract with a customer to provide service for five years. There's many number of times yearly. Sometimes it takes six months, once every six months, four times a year, and all this way. So when you have a work order created in CRM, you schedule the work order. You see who's the right technician and who can complete this job. You schedule the technicians, check the technicians' availability, and schedule the work order based on the board and based on automatic scheduling way. And then the technician checks the record assigned to him. He'll go to the customer site, he'll complete the job, the service is done, he'll send an invoice, he'll get approval from his manager or supervisor, the customer is happy, the customer is fine, and then he'll send an invoice to the customer, and before that, there's a parallel request. You send an invoice to the customer, and you are actually adjusting the inventory as you are done with the request. And if you go down in the document you can see the different rule we need to use the companies are using in order to complete the End-to-end cycle. So it starts from technical customer, it’s some technician team request. Then you'll dispatcher who will send a technician. Then you have a supervisor who will check and review, then you have a finance team that will send an invoice to the customer. Thank you. Bye.

3. 04-Configuring Work Order Types Summary

I'll show you what per quarter type is right now. So, as of now, you know what the critical record is and which record you are assigning. The technician contains customer data, but in a work order we have another part called the work order type. So a work order type is a request by a customer. It's an installation request. It's a sales code request. It's preventive maintenance. It defined the basic nature of the issue in the sense category of the issue. We have one more thing called an incident type that is more specific to an issue. So take an example. We have something called repair as per quartertype, but the customer reported it as a heating issue. So that is specific as an incident type. Repair is a work order type. So once you have CRM created as a trial version, as I provided the links to, and you create a work order, you can see this type. You can configure the form in this way, which I actually demonstrate in this form. So you can use this. You have to give the name incident type incident requiredthat's the incident type product over 8% It's just the data on how much percentage is required and taxable, and you can attach the price list if required. So these are the forms for CRM. Star is a mandatory feel and plusbluecolour sign is business recommended. So it's not a requirement that you enter all of the data, but it's recommended by the system to the user that you do. So that is the essential information: how to create a work order in CRM and the various types of work orders. Actually, thank you.

4. 05-Configuring Products and Services Summary

Input corner. Another important thing is products and services. As I mentioned earlier, the product is the square part. It's the things we need to carryin the technician to carry in thistechnician's van if anything found, technician canimmediately replace that potential part if needed. Service is basically as simple as sending a technician to spend some time and complete the job. So that is a service. So you can charge customerfor your product and services. So take an example, I'm charging flat hundred dollarsper hour for my technician for the customer sidejob and the number of hours technicians spend I'mgoing to charge for that service and any sparepart is used or replaced by the technician. You can charge that, too. So that is where you can configure products and services and field service in order to use those products and services as categories in your field service work order. So in the document, I may represent the product screen of field service products. So you can go to Sales, Product Services, Products, and Services Create a new product. You can create a hierarchy using the product family. So there is a product can beto type it's inventory or non inventory. It can be a service, too. So right now there is nothing called servicesbut you can create a product asype service. Okay, so that is the one thing, then you can mention other things. Who is the default vendor? Who is the product's type? As I mentioned, do you want to convert this to customer equipment? Basically customer assets you can track where the assets arelocated in the real time and is this the productis taxable or service is taxable flexible or not? Then another piece of information actually emerged, so that is a way you can create a configuration product and service for your work order. Thank you. Bye.

5. 06-Configuring The Schedule Board Summary

In this video, I'm going to show you how to configure a schedule board. The schedule board is the second stage of the percoda cycle. Once a quarter is properly created in CRM for infield service, then you schedule the work order. There are a couple of ways you can schedule the work order. One of the ways schedule board. So in schedule mode, you can navigate to Office Dynamic 365, the service. You can see a tab called Schedule Board. When you click, it will load a schedule board that looks like this. Now I'll show you how the schedule board appears in CRM, specifically in field service. So, let me open this schedule board. So, that is your actual schedule board. That's a work order I created. And now I have a list of technicians that I created previously and loaded into data. The technician is using a mobile app. So now I can see the availabilityof technicians as the time difference. The time seems different to me. But this is how you can configure the system. So now I'll go to the unscheduled schedule work order. I don't have any. Let me check the available requirements. I have one. If I click here or if I click on the work order, it will show me where the customer is located. Now, right now, the time is now. But it's a bit different for me. I'm based in Boston. So, to schedule the board, I'll simply select the work order and drop it. So I'm expecting the technician to go at 11:00 p.m. I know that's not the correct time, but this is. You can manage the manager's time. And when I click here and refresh the page, it will actually schedule the work order for a technician. It's because it's only for 15 minutes. It's just that I booked only that much time. So the work card length can be anything, actually, from a couple of minutes to a couple of hours to even days, actually.So that is more or less about the work order schedule. Both of you are thanked. Bye.

6. 07-Configuring Incident Types Summary.

As I mentioned in my last video about incident type. So an "incident type" is a high-level incident or problem reported by a customer. So it allows the service company to understand the customer's issue and send the right technician with the right part to the customer's site so they don't have to come back again. And take, for example, how most service companies fail because they do not send their technicians. Skill technician. I'd say the right technician, with the right parts and tools. So they have to redo it again. It's a heavy cost to the company. So it's sending based on the incident type reported by the customer or the IoT hub. We can detect the issue with the customer when the customer is facing the machine. And you can send the right technician, right place, right time and with right tools. So that's the screen—it's been blurred, actually. However, when you go to work harder, you can see that you have an incident type. From here, you can configure the screen. So I just clearly explained what each field indicates. And there are some key information notes for you to understand and to help you understand the incident type more specifically. Thank you. Bye.

7. 08-Mobile Scheduling Using Field Service Mobile App Summary

In this video, I'm going to show you how technicians are going to use the mobile app, and once you schedule a work order using Schedule board, the technician can see this work order as a booking in their mobile app and check where the customer is located. They can check what tools and spare parts they need to bring based on the product, what they need to do at the customer's side based on the service task, and how much of the estimated time they need to spend once all this is done. They'll actually close the work order is completed after job is done successfully and then customers take customer signature. Close the work order. Take approval from the supervisor and send an invoice to the customer; that is the entire work order cycle, so now I'll show you how the mobile app looks. I'm right now just couple of minutes before I assign myself as one word quarter for the customer site based in Toronto and now can open the schedule my information like latest booking I can check all the information about the customer. what I have to bring. How much of an estimated invoice I have to raise because customers haven't paid anything and the customer location The address even I can see the map view I know what's the installation as I'm going for the installation I can actually check the incident types. I can see the number of service types. I can see the products, I know what product I need to bring, I can take notes, and at the end, I can see the customer's signature, so that is all about what you can see now. I'll show you how a technician can navigate to the customer's site once I click here. It will navigate to me from my current location; it will navigate to the customer site, so then you can start using the normal procedure to navigate to the customer site. Rest at the customer site and update the work order status in real time using the mobile app. Thank you, bye.

8. 09-Getting Started With Agreements

The last part of the course is agreement. What is "agreement”? In field service? As I mentioned earlier, an agreement is a contract you are generating. You're creating a customer base for preventive scheduling of a work order and invoices based on the work done by the technician. So you can actually create an agreement and system will automatically based on the cycle it automatically generates the work order. Take the preferred technician or whoever can do that job, schedule the work orders, and send a technician to the customer side. The frequency of an agreement can be the frequency of an hour or a quarter, and an agreement can be daily, weekly, monthly, yearly, or you can customize it. So that is actually a definition of agreement. What is agreement can do? It's a framework that's actually based on the agreement. You are actually creating a request. You are creating a work order every six months or every quarter to send a technician to the customer site. Check that the machine is working fine. Do the preventive maintenance. So that is the agreement: more of a preventive maintenance part of a machine than repair or maintenance. But predictive maintenance can be done by Iota hubs. So that is more of an intelligent devices. If you have a device for Iota-enabled sensors that supports dynamic service, you can connect your device with wheel service. And based on the data they are pushing to assure you, you can actually predict that the system in this machine can stop working after a couple of months or a couple of days. So it can predictably send a technician to the customer site. So, if your machine isn't intelligent but you want to schedule maintenance every month or quarter, you can use a contract and schedule the work order as predictive maintenance.

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