Dynamics 365 Field Service Functional Consultant Associate (MB-240) + MS Teams

MB-240 (Microsoft Certified: Dynamics 365 Field Service Functional Consultant Associate) ist die spezialisierte Cert für D365 Field Service — die Microsoft-Lösung für Outside-Service-Operations (Techniker im Außendienst für Wartung, Reparaturen, Installationen). Themen: 1. Configure Field Service Applications (15-20%) — Setup von Accounts, Contacts, Work Order Types (z.B. Installation, Maintenance, Repair), Incident Types (Standard-Work-Sets für häufige Issues), Service Tasks, Products und Services im Field Service-Catalog. Booking Statuses, Field Service Settings. 2. Manage Work Orders (15-20%) — Work Order-Lifecycle (Created → Scheduled → In Progress → Completed → Closed), Work Order Types und Sub-Types, Booking von Resources zu Work Orders (manuell oder mit Scheduling Assistant), Service Tasks innerhalb Work Order (z.B. „Filter wechseln" + „Calibration durchführen"), Products und Services consumption tracking. Customer Communication (E-Mail Templates, SMS via Twilio-Integration). 3. Schedule Resources (20-25%) — Resource Types (Bookable Resources mit User-Skills, Certifications, Service Territories, Working Hours). Schedule Board als zentraler Tool für Resource Scheduling (Drag-and-Drop von Work Orders auf Resources mit Time Slots), Filters und Views für unterschiedliche Roles (Dispatcher, Service Manager). Scheduling Assistant für Auto-Suggestions basierend auf Skills/Location/Availability/Travel Time. Universal Resource Scheduling als generic Scheduling-Engine. Resource Scheduling Optimization RSO für Auto-Optimization (Premium-Feature). 4. Manage Inventory and Purchasing (10-15%) — Warehouses, Inventory Journals, Inventory Adjustments, RMA Return Merchandise Authorization, RTV Return to Vendor, Purchase Orders. 5. Implement Assets and Customer Assets (10-15%) — Customer Assets als Things, die installiert/serviced werden (z.B. „Heating System bei Customer X"), Asset Hierarchies (Parent-Child für komplexe Assets), Functional Locations. IoT-Integration für Connected Assets mit Predictive Maintenance (z.B. „Send Maintenance Alert when Sensor Reading > Threshold"). 6. Field Service Mobile App — Techniker-App für iOS/Android, Offline-Capability für Areas ohne Connectivity, Photo Capture, Customer Signature, Inventory Updates aus Field. 7. Microsoft Copilot for Service in Field Service — AI-augmented Case-Handling, Meeting-Prep für Customer Visits. Examen MB-240. MS Teams (1 Tag): Teams-Integration mit Field Service.