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Question 1/101/10
Topic 1, Contoso Case study
General Overview
Contoso is a large international manufacturing company that has offices around the world with
service and scheduling departments in each office. In addition. Contoso has sates reps throughout
the world.
Contoso has main offices in North America. Europe and Asia, with global headquarters based in
Redmond, Washington, USA. Each of the regional offices has their own sales and service teams. The
regional HQ locations also include sales and services leaders and executive management. Global HQ
houses company executives for various departments, including sales and service.
Office hours are from 8:00 am to 6:00 pm. every day of the week except holidays, which have no
work hours. This applies to all offices, using their local time zone. Third-party contractors handle
work outside of normal work hours at a higher rate
Field Service staff
Contoso's service technicians around the world will be a combination of internal employees and
third-party contractors.
• Pay type is Straight for regular work hours, and Overtime for work on holidays and after hours.
• All technicians have the capacity of handling just one job at a time, while supervisors can handle 2
jobs at a time.
Contoso's internal field service employees:
• Begin and end their workday at their home of record.
• Have a default office location / regional office.
• Are assigned to multiple territories.
All third-party contractors:
• Begin and end their workdays at their office location.
• Have a default office location / regional office.
• Are assigned to only one territory.
Dispatchers:
• Work at the Main office for their region
• Assigned to all territories in the region.
• Have privileges to customize their Schedule Boards.
All field service technicians will utilize the Field Service mobile app.
• Contoso employees will have full field service licenses, while third-party contractors will not.
• Field Service technicians will not have access to Leads. Opportunities or other sales-specific data.
• Dispatchers can see all data for their region, though they will mostly be scheduling for only one
territory.
Contoso has several classes to distinguish the capability and training level of its field technicians. All
work order bookings need to respect these classes and book resources accordingly.
Org structure setup
Contoso currently uses Dynamics 365 Customer Engagement for leads, opportunities, quotes and
orders. There are currently 200 sales users in North America. 500 in Europe and 400 in the Asia-
Pacific region.
The Contoso physical environment is structured in the following manner, with the roles noted.
Field Service structure
Contosos field service technicians respond to all installation work orders with two human resources:
• One licensed technician (Level 3). and...
• One apprentice technician. Apprentices can be either Level 1 (new trainee) or Level 2 (halfway
through training).
In many cases installation work also requires the use of specialty tools, depending on what is being
installed The current system does not have any way to track the level of skill for each resource, nor
the uses for the specialty tools. This is handled as "tribal knowledge."
Preventative maintenance work orders can be handled by one resource if they are a Level 2. If the
resource is a Level 1. they must be accompanied by a Level 3 resource, and vice versa.
All field service technicians are required to complete OSHA training annually. In their first year of
apprenticeship they must complete the full 40-hour course. In the next 2 years they must complete
the 8-hour refresher course. This cycle repeats every 3 years for the duration of their employment.
In the current system, when a technician has finished with a work order, they turn in the paper copy
with their notes to the dispatcher. The dispatcher then gives that information to a back-office
employee, who will check the work order to ensure accuracy before creating an invoice. Contoso
wishes to automate this exact process in the new system.
Customer base
About half of Contoso's customer base includes Not For Profit service organizations. The implications
for billing are complex, so it's important that Tax Exempt Status be noted for all Accounts and flow
through to all Work Orders. NFP Customers who are associated with government entities will pay for
travel time; other customers will not. This information should flow from the Billing Account to all
associated Service Accounts.
Most Contoso customers sign agreements for Preventative Maintenance. Contoso uses templates
and incidents to ensure services standards are the same across all regions. Preventative Maintenance
agreements include monthly inspection and quarterly cleaning and inspection, with billing occurring
quarterly.
Remaining consistent
Contoso plans to keep the current data structure and extend it to the new Field Service functionality.
Field Service users will fall under the same organizational structure currently implemented for the
sales staff.
• Field service technicians will only be able to see their assigned work orders and bookings.
• Dispatchers will be able to see all work orders and bookings for the region-
Planned changes
Contoso plans to implement Dynamics 365 Field Service with mobile access. They will be using
incidents, work orders, bookings and invoicing. The following requirements were gathered during
analysis:
1. Work Orders and Scheduling.
o Automated and suggestion-based scheduling.
o Scheduling based on required technician skills and number of technicians needed.
o Schedule resources based on location, minimizing travel time when possible.
o Technicians must be onsite within 3 hours of an emergency Work Order being assigned to them.
o The travel time should automatically update upon changing a booking.
2. Agreements
o Setup and create work orders, bookings and invoices for preventative maintenance with work
orders automatically created 14 days before PM is due. o EscaJation of Work Orders based upon
agreed customer commitment. o Ability to designate clients as Preferred, with special pricing.
3. Products and Services
o Warehousing and inventory management processes will be implemented, including tracking
products moved onto trucks for installation at customer sites.
o Implement a parts return process that includes having a technician uninstall the part to be
returned.
o Multiple price lists will be used, divided into Gold, Silver and Bronze levels, based on the spending
level of each customer.
o Internal teams need the capability to associate a 3D image to a Customer Asset record.
o Products added to a work order should be set to Allocated.
4. Resources
o Implement Company Holidays for North American regions, o Implement Paid Time Off for all
regions.
o Specialty equipment will be scheduled on work orders as needed.
o Training and skill levels will be noted as appropriate for resources.
5. System
o Geocoding will be activated throughout the system.
o Territories will be used for Accounts, Resources and Work Orders.
Technical requirements
Contoso identified the following technical requirements:
1. Invoking
o Auto creation of invoices upon work completion.
o 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 no*mal billing rate.
o Travel time is billable for all field service technicians, pay type Travel, which should be noted on all
Service Accounts.
2. Resources
o Contractor technicians require access to work order and customer details once assigned to a
booking.
o Dispatchers need a schedule board for their region(s).
3. Products and Services
o All parts that are removed from a customer's equipment must be returned to the Main warehouse.
o Products to be marked as Assets will be configured accordingly.
o All products that will become Assets require instalation by a technician.
o All products are received into the Main warehouse.
4. Work Orders
o The ability to have templates for work orders; The templates will provide guidance for technicians
along with recommended products and default services.
o Once a work order is posted it should no longer show on views.
o Contoso will use the "out of the box" work order statuses to begin, though they may be changed in
later phases of the project.
5. Scheduling
o Once a work order is scheduled, do not change the time.
o Work Orders scheduled to technician(s) who do not have the desired skill set and level should show
a warning.
6. Security and access
o Safeguards must be in place for the data on the Field Service Mobile App if a technician loses his
mobile phone or tablet device, o The Field Service Administrator needs the ability to update the
defaults for the schedule assistant.
7. Accounts
o Any Service Accounts that do not have a Billing Account noted should show a warning, o Any Billing
Accounts that do not have a Price List noted should show a warning.
General Overview
Contoso is a large international manufacturing company that has offices around the world with
service and scheduling departments in each office. In addition. Contoso has sates reps throughout
the world.
Contoso has main offices in North America. Europe and Asia, with global headquarters based in
Redmond, Washington, USA. Each of the regional offices has their own sales and service teams. The
regional HQ locations also include sales and services leaders and executive management. Global HQ
houses company executives for various departments, including sales and service.
Office hours are from 8:00 am to 6:00 pm. every day of the week except holidays, which have no
work hours. This applies to all offices, using their local time zone. Third-party contractors handle
work outside of normal work hours at a higher rate
Field Service staff
Contoso's service technicians around the world will be a combination of internal employees and
third-party contractors.
• Pay type is Straight for regular work hours, and Overtime for work on holidays and after hours.
• All technicians have the capacity of handling just one job at a time, while supervisors can handle 2
jobs at a time.
Contoso's internal field service employees:
• Begin and end their workday at their home of record.
• Have a default office location / regional office.
• Are assigned to multiple territories.
All third-party contractors:
• Begin and end their workdays at their office location.
• Have a default office location / regional office.
• Are assigned to only one territory.
Dispatchers:
• Work at the Main office for their region
• Assigned to all territories in the region.
• Have privileges to customize their Schedule Boards.
All field service technicians will utilize the Field Service mobile app.
• Contoso employees will have full field service licenses, while third-party contractors will not.
• Field Service technicians will not have access to Leads. Opportunities or other sales-specific data.
• Dispatchers can see all data for their region, though they will mostly be scheduling for only one
territory.
Contoso has several classes to distinguish the capability and training level of its field technicians. All
work order bookings need to respect these classes and book resources accordingly.
Org structure setup
Contoso currently uses Dynamics 365 Customer Engagement for leads, opportunities, quotes and
orders. There are currently 200 sales users in North America. 500 in Europe and 400 in the Asia-
Pacific region.
The Contoso physical environment is structured in the following manner, with the roles noted.
Field Service structure
Contosos field service technicians respond to all installation work orders with two human resources:
• One licensed technician (Level 3). and...
• One apprentice technician. Apprentices can be either Level 1 (new trainee) or Level 2 (halfway
through training).
In many cases installation work also requires the use of specialty tools, depending on what is being
installed The current system does not have any way to track the level of skill for each resource, nor
the uses for the specialty tools. This is handled as "tribal knowledge."
Preventative maintenance work orders can be handled by one resource if they are a Level 2. If the
resource is a Level 1. they must be accompanied by a Level 3 resource, and vice versa.
All field service technicians are required to complete OSHA training annually. In their first year of
apprenticeship they must complete the full 40-hour course. In the next 2 years they must complete
the 8-hour refresher course. This cycle repeats every 3 years for the duration of their employment.
In the current system, when a technician has finished with a work order, they turn in the paper copy
with their notes to the dispatcher. The dispatcher then gives that information to a back-office
employee, who will check the work order to ensure accuracy before creating an invoice. Contoso
wishes to automate this exact process in the new system.
Customer base
About half of Contoso's customer base includes Not For Profit service organizations. The implications
for billing are complex, so it's important that Tax Exempt Status be noted for all Accounts and flow
through to all Work Orders. NFP Customers who are associated with government entities will pay for
travel time; other customers will not. This information should flow from the Billing Account to all
associated Service Accounts.
Most Contoso customers sign agreements for Preventative Maintenance. Contoso uses templates
and incidents to ensure services standards are the same across all regions. Preventative Maintenance
agreements include monthly inspection and quarterly cleaning and inspection, with billing occurring
quarterly.
Remaining consistent
Contoso plans to keep the current data structure and extend it to the new Field Service functionality.
Field Service users will fall under the same organizational structure currently implemented for the
sales staff.
• Field service technicians will only be able to see their assigned work orders and bookings.
• Dispatchers will be able to see all work orders and bookings for the region-
Planned changes
Contoso plans to implement Dynamics 365 Field Service with mobile access. They will be using
incidents, work orders, bookings and invoicing. The following requirements were gathered during
analysis:
1. Work Orders and Scheduling.
o Automated and suggestion-based scheduling.
o Scheduling based on required technician skills and number of technicians needed.
o Schedule resources based on location, minimizing travel time when possible.
o Technicians must be onsite within 3 hours of an emergency Work Order being assigned to them.
o The travel time should automatically update upon changing a booking.
2. Agreements
o Setup and create work orders, bookings and invoices for preventative maintenance with work
orders automatically created 14 days before PM is due. o EscaJation of Work Orders based upon
agreed customer commitment. o Ability to designate clients as Preferred, with special pricing.
3. Products and Services
o Warehousing and inventory management processes will be implemented, including tracking
products moved onto trucks for installation at customer sites.
o Implement a parts return process that includes having a technician uninstall the part to be
returned.
o Multiple price lists will be used, divided into Gold, Silver and Bronze levels, based on the spending
level of each customer.
o Internal teams need the capability to associate a 3D image to a Customer Asset record.
o Products added to a work order should be set to Allocated.
4. Resources
o Implement Company Holidays for North American regions, o Implement Paid Time Off for all
regions.
o Specialty equipment will be scheduled on work orders as needed.
o Training and skill levels will be noted as appropriate for resources.
5. System
o Geocoding will be activated throughout the system.
o Territories will be used for Accounts, Resources and Work Orders.
Technical requirements
Contoso identified the following technical requirements:
1. Invoking
o Auto creation of invoices upon work completion.
o 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 no*mal billing rate.
o Travel time is billable for all field service technicians, pay type Travel, which should be noted on all
Service Accounts.
2. Resources
o Contractor technicians require access to work order and customer details once assigned to a
booking.
o Dispatchers need a schedule board for their region(s).
3. Products and Services
o All parts that are removed from a customer's equipment must be returned to the Main warehouse.
o Products to be marked as Assets will be configured accordingly.
o All products that will become Assets require instalation by a technician.
o All products are received into the Main warehouse.
4. Work Orders
o The ability to have templates for work orders; The templates will provide guidance for technicians
along with recommended products and default services.
o Once a work order is posted it should no longer show on views.
o Contoso will use the "out of the box" work order statuses to begin, though they may be changed in
later phases of the project.
5. Scheduling
o Once a work order is scheduled, do not change the time.
o Work Orders scheduled to technician(s) who do not have the desired skill set and level should show
a warning.
6. Security and access
o Safeguards must be in place for the data on the Field Service Mobile App if a technician loses his
mobile phone or tablet device, o The Field Service Administrator needs the ability to update the
defaults for the schedule assistant.
7. Accounts
o Any Service Accounts that do not have a Billing Account noted should show a warning, o Any Billing
Accounts that do not have a Price List noted should show a warning.
Contoso has asked that you create several work order types to meet their Requirements and Planned
Changes.
Of the many work order types requested, which three should you create? Each correct answer
presents a complete solution.
NOTE: Each correct selection is worth one point.
Changes.
Of the many work order types requested, which three should you create? Each correct answer
presents a complete solution.
NOTE: Each correct selection is worth one point.
Select multiple answer: (Choose 3)Select the answer
3 correct answersA.
Installation
B.
Agreement
C.
Returns
D.
Inspection
E.
Preventative Maintenance
Quiz
Question 2/102/10
Topic 1, Contoso Case study
General Overview
Contoso is a large international manufacturing company that has offices around the world with
service and scheduling departments in each office. In addition. Contoso has sates reps throughout
the world.
Contoso has main offices in North America. Europe and Asia, with global headquarters based in
Redmond, Washington, USA. Each of the regional offices has their own sales and service teams. The
regional HQ locations also include sales and services leaders and executive management. Global HQ
houses company executives for various departments, including sales and service.
Office hours are from 8:00 am to 6:00 pm. every day of the week except holidays, which have no
work hours. This applies to all offices, using their local time zone. Third-party contractors handle
work outside of normal work hours at a higher rate
Field Service staff
Contoso's service technicians around the world will be a combination of internal employees and
third-party contractors.
• Pay type is Straight for regular work hours, and Overtime for work on holidays and after hours.
• All technicians have the capacity of handling just one job at a time, while supervisors can handle 2
jobs at a time.
Contoso's internal field service employees:
• Begin and end their workday at their home of record.
• Have a default office location / regional office.
• Are assigned to multiple territories.
All third-party contractors:
• Begin and end their workdays at their office location.
• Have a default office location / regional office.
• Are assigned to only one territory.
Dispatchers:
• Work at the Main office for their region
• Assigned to all territories in the region.
• Have privileges to customize their Schedule Boards.
All field service technicians will utilize the Field Service mobile app.
• Contoso employees will have full field service licenses, while third-party contractors will not.
• Field Service technicians will not have access to Leads. Opportunities or other sales-specific data.
• Dispatchers can see all data for their region, though they will mostly be scheduling for only one
territory.
Contoso has several classes to distinguish the capability and training level of its field technicians. All
work order bookings need to respect these classes and book resources accordingly.
Org structure setup
Contoso currently uses Dynamics 365 Customer Engagement for leads, opportunities, quotes and
orders. There are currently 200 sales users in North America. 500 in Europe and 400 in the Asia-
Pacific region.
The Contoso physical environment is structured in the following manner, with the roles noted.
Field Service structure
Contosos field service technicians respond to all installation work orders with two human resources:
• One licensed technician (Level 3). and...
• One apprentice technician. Apprentices can be either Level 1 (new trainee) or Level 2 (halfway
through training).
In many cases installation work also requires the use of specialty tools, depending on what is being
installed The current system does not have any way to track the level of skill for each resource, nor
the uses for the specialty tools. This is handled as "tribal knowledge."
Preventative maintenance work orders can be handled by one resource if they are a Level 2. If the
resource is a Level 1. they must be accompanied by a Level 3 resource, and vice versa.
All field service technicians are required to complete OSHA training annually. In their first year of
apprenticeship they must complete the full 40-hour course. In the next 2 years they must complete
the 8-hour refresher course. This cycle repeats every 3 years for the duration of their employment.
In the current system, when a technician has finished with a work order, they turn in the paper copy
with their notes to the dispatcher. The dispatcher then gives that information to a back-office
employee, who will check the work order to ensure accuracy before creating an invoice. Contoso
wishes to automate this exact process in the new system.
Customer base
About half of Contoso's customer base includes Not For Profit service organizations. The implications
for billing are complex, so it's important that Tax Exempt Status be noted for all Accounts and flow
through to all Work Orders. NFP Customers who are associated with government entities will pay for
travel time; other customers will not. This information should flow from the Billing Account to all
associated Service Accounts.
Most Contoso customers sign agreements for Preventative Maintenance. Contoso uses templates
and incidents to ensure services standards are the same across all regions. Preventative Maintenance
agreements include monthly inspection and quarterly cleaning and inspection, with billing occurring
quarterly.
Remaining consistent
Contoso plans to keep the current data structure and extend it to the new Field Service functionality.
Field Service users will fall under the same organizational structure currently implemented for the
sales staff.
• Field service technicians will only be able to see their assigned work orders and bookings.
• Dispatchers will be able to see all work orders and bookings for the region-
Planned changes
Contoso plans to implement Dynamics 365 Field Service with mobile access. They will be using
incidents, work orders, bookings and invoicing. The following requirements were gathered during
analysis:
1. Work Orders and Scheduling.
o Automated and suggestion-based scheduling.
o Scheduling based on required technician skills and number of technicians needed.
o Schedule resources based on location, minimizing travel time when possible.
o Technicians must be onsite within 3 hours of an emergency Work Order being assigned to them.
o The travel time should automatically update upon changing a booking.
2. Agreements
o Setup and create work orders, bookings and invoices for preventative maintenance with work
orders automatically created 14 days before PM is due. o EscaJation of Work Orders based upon
agreed customer commitment. o Ability to designate clients as Preferred, with special pricing.
3. Products and Services
o Warehousing and inventory management processes will be implemented, including tracking
products moved onto trucks for installation at customer sites.
o Implement a parts return process that includes having a technician uninstall the part to be
returned.
o Multiple price lists will be used, divided into Gold, Silver and Bronze levels, based on the spending
level of each customer.
o Internal teams need the capability to associate a 3D image to a Customer Asset record.
o Products added to a work order should be set to Allocated.
4. Resources
o Implement Company Holidays for North American regions, o Implement Paid Time Off for all
regions.
o Specialty equipment will be scheduled on work orders as needed.
o Training and skill levels will be noted as appropriate for resources.
5. System
o Geocoding will be activated throughout the system.
o Territories will be used for Accounts, Resources and Work Orders.
Technical requirements
Contoso identified the following technical requirements:
1. Invoking
o Auto creation of invoices upon work completion.
o 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 no*mal billing rate.
o Travel time is billable for all field service technicians, pay type Travel, which should be noted on all
Service Accounts.
2. Resources
o Contractor technicians require access to work order and customer details once assigned to a
booking.
o Dispatchers need a schedule board for their region(s).
3. Products and Services
o All parts that are removed from a customer's equipment must be returned to the Main warehouse.
o Products to be marked as Assets will be configured accordingly.
o All products that will become Assets require instalation by a technician.
o All products are received into the Main warehouse.
4. Work Orders
o The ability to have templates for work orders; The templates will provide guidance for technicians
along with recommended products and default services.
o Once a work order is posted it should no longer show on views.
o Contoso will use the "out of the box" work order statuses to begin, though they may be changed in
later phases of the project.
5. Scheduling
o Once a work order is scheduled, do not change the time.
o Work Orders scheduled to technician(s) who do not have the desired skill set and level should show
a warning.
6. Security and access
o Safeguards must be in place for the data on the Field Service Mobile App if a technician loses his
mobile phone or tablet device, o The Field Service Administrator needs the ability to update the
defaults for the schedule assistant.
7. Accounts
o Any Service Accounts that do not have a Billing Account noted should show a warning, o Any Billing
Accounts that do not have a Price List noted should show a warning.
General Overview
Contoso is a large international manufacturing company that has offices around the world with
service and scheduling departments in each office. In addition. Contoso has sates reps throughout
the world.
Contoso has main offices in North America. Europe and Asia, with global headquarters based in
Redmond, Washington, USA. Each of the regional offices has their own sales and service teams. The
regional HQ locations also include sales and services leaders and executive management. Global HQ
houses company executives for various departments, including sales and service.
Office hours are from 8:00 am to 6:00 pm. every day of the week except holidays, which have no
work hours. This applies to all offices, using their local time zone. Third-party contractors handle
work outside of normal work hours at a higher rate
Field Service staff
Contoso's service technicians around the world will be a combination of internal employees and
third-party contractors.
• Pay type is Straight for regular work hours, and Overtime for work on holidays and after hours.
• All technicians have the capacity of handling just one job at a time, while supervisors can handle 2
jobs at a time.
Contoso's internal field service employees:
• Begin and end their workday at their home of record.
• Have a default office location / regional office.
• Are assigned to multiple territories.
All third-party contractors:
• Begin and end their workdays at their office location.
• Have a default office location / regional office.
• Are assigned to only one territory.
Dispatchers:
• Work at the Main office for their region
• Assigned to all territories in the region.
• Have privileges to customize their Schedule Boards.
All field service technicians will utilize the Field Service mobile app.
• Contoso employees will have full field service licenses, while third-party contractors will not.
• Field Service technicians will not have access to Leads. Opportunities or other sales-specific data.
• Dispatchers can see all data for their region, though they will mostly be scheduling for only one
territory.
Contoso has several classes to distinguish the capability and training level of its field technicians. All
work order bookings need to respect these classes and book resources accordingly.
Org structure setup
Contoso currently uses Dynamics 365 Customer Engagement for leads, opportunities, quotes and
orders. There are currently 200 sales users in North America. 500 in Europe and 400 in the Asia-
Pacific region.
The Contoso physical environment is structured in the following manner, with the roles noted.
Field Service structure
Contosos field service technicians respond to all installation work orders with two human resources:
• One licensed technician (Level 3). and...
• One apprentice technician. Apprentices can be either Level 1 (new trainee) or Level 2 (halfway
through training).
In many cases installation work also requires the use of specialty tools, depending on what is being
installed The current system does not have any way to track the level of skill for each resource, nor
the uses for the specialty tools. This is handled as "tribal knowledge."
Preventative maintenance work orders can be handled by one resource if they are a Level 2. If the
resource is a Level 1. they must be accompanied by a Level 3 resource, and vice versa.
All field service technicians are required to complete OSHA training annually. In their first year of
apprenticeship they must complete the full 40-hour course. In the next 2 years they must complete
the 8-hour refresher course. This cycle repeats every 3 years for the duration of their employment.
In the current system, when a technician has finished with a work order, they turn in the paper copy
with their notes to the dispatcher. The dispatcher then gives that information to a back-office
employee, who will check the work order to ensure accuracy before creating an invoice. Contoso
wishes to automate this exact process in the new system.
Customer base
About half of Contoso's customer base includes Not For Profit service organizations. The implications
for billing are complex, so it's important that Tax Exempt Status be noted for all Accounts and flow
through to all Work Orders. NFP Customers who are associated with government entities will pay for
travel time; other customers will not. This information should flow from the Billing Account to all
associated Service Accounts.
Most Contoso customers sign agreements for Preventative Maintenance. Contoso uses templates
and incidents to ensure services standards are the same across all regions. Preventative Maintenance
agreements include monthly inspection and quarterly cleaning and inspection, with billing occurring
quarterly.
Remaining consistent
Contoso plans to keep the current data structure and extend it to the new Field Service functionality.
Field Service users will fall under the same organizational structure currently implemented for the
sales staff.
• Field service technicians will only be able to see their assigned work orders and bookings.
• Dispatchers will be able to see all work orders and bookings for the region-
Planned changes
Contoso plans to implement Dynamics 365 Field Service with mobile access. They will be using
incidents, work orders, bookings and invoicing. The following requirements were gathered during
analysis:
1. Work Orders and Scheduling.
o Automated and suggestion-based scheduling.
o Scheduling based on required technician skills and number of technicians needed.
o Schedule resources based on location, minimizing travel time when possible.
o Technicians must be onsite within 3 hours of an emergency Work Order being assigned to them.
o The travel time should automatically update upon changing a booking.
2. Agreements
o Setup and create work orders, bookings and invoices for preventative maintenance with work
orders automatically created 14 days before PM is due. o EscaJation of Work Orders based upon
agreed customer commitment. o Ability to designate clients as Preferred, with special pricing.
3. Products and Services
o Warehousing and inventory management processes will be implemented, including tracking
products moved onto trucks for installation at customer sites.
o Implement a parts return process that includes having a technician uninstall the part to be
returned.
o Multiple price lists will be used, divided into Gold, Silver and Bronze levels, based on the spending
level of each customer.
o Internal teams need the capability to associate a 3D image to a Customer Asset record.
o Products added to a work order should be set to Allocated.
4. Resources
o Implement Company Holidays for North American regions, o Implement Paid Time Off for all
regions.
o Specialty equipment will be scheduled on work orders as needed.
o Training and skill levels will be noted as appropriate for resources.
5. System
o Geocoding will be activated throughout the system.
o Territories will be used for Accounts, Resources and Work Orders.
Technical requirements
Contoso identified the following technical requirements:
1. Invoking
o Auto creation of invoices upon work completion.
o 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 no*mal billing rate.
o Travel time is billable for all field service technicians, pay type Travel, which should be noted on all
Service Accounts.
2. Resources
o Contractor technicians require access to work order and customer details once assigned to a
booking.
o Dispatchers need a schedule board for their region(s).
3. Products and Services
o All parts that are removed from a customer's equipment must be returned to the Main warehouse.
o Products to be marked as Assets will be configured accordingly.
o All products that will become Assets require instalation by a technician.
o All products are received into the Main warehouse.
4. Work Orders
o The ability to have templates for work orders; The templates will provide guidance for technicians
along with recommended products and default services.
o Once a work order is posted it should no longer show on views.
o Contoso will use the "out of the box" work order statuses to begin, though they may be changed in
later phases of the project.
5. Scheduling
o Once a work order is scheduled, do not change the time.
o Work Orders scheduled to technician(s) who do not have the desired skill set and level should show
a warning.
6. Security and access
o Safeguards must be in place for the data on the Field Service Mobile App if a technician loses his
mobile phone or tablet device, o The Field Service Administrator needs the ability to update the
defaults for the schedule assistant.
7. Accounts
o Any Service Accounts that do not have a Billing Account noted should show a warning, o Any Billing
Accounts that do not have a Price List noted should show a warning.
DRAG DROP
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.
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.
Check the image below to see the right answer:Select the answer
1 correct answer
Quiz
Question 3/103/10
Topic 1, Contoso Case study
General Overview
Contoso is a large international manufacturing company that has offices around the world with
service and scheduling departments in each office. In addition. Contoso has sates reps throughout
the world.
Contoso has main offices in North America. Europe and Asia, with global headquarters based in
Redmond, Washington, USA. Each of the regional offices has their own sales and service teams. The
regional HQ locations also include sales and services leaders and executive management. Global HQ
houses company executives for various departments, including sales and service.
Office hours are from 8:00 am to 6:00 pm. every day of the week except holidays, which have no
work hours. This applies to all offices, using their local time zone. Third-party contractors handle
work outside of normal work hours at a higher rate
Field Service staff
Contoso's service technicians around the world will be a combination of internal employees and
third-party contractors.
• Pay type is Straight for regular work hours, and Overtime for work on holidays and after hours.
• All technicians have the capacity of handling just one job at a time, while supervisors can handle 2
jobs at a time.
Contoso's internal field service employees:
• Begin and end their workday at their home of record.
• Have a default office location / regional office.
• Are assigned to multiple territories.
All third-party contractors:
• Begin and end their workdays at their office location.
• Have a default office location / regional office.
• Are assigned to only one territory.
Dispatchers:
• Work at the Main office for their region
• Assigned to all territories in the region.
• Have privileges to customize their Schedule Boards.
All field service technicians will utilize the Field Service mobile app.
• Contoso employees will have full field service licenses, while third-party contractors will not.
• Field Service technicians will not have access to Leads. Opportunities or other sales-specific data.
• Dispatchers can see all data for their region, though they will mostly be scheduling for only one
territory.
Contoso has several classes to distinguish the capability and training level of its field technicians. All
work order bookings need to respect these classes and book resources accordingly.
Org structure setup
Contoso currently uses Dynamics 365 Customer Engagement for leads, opportunities, quotes and
orders. There are currently 200 sales users in North America. 500 in Europe and 400 in the Asia-
Pacific region.
The Contoso physical environment is structured in the following manner, with the roles noted.
Field Service structure
Contosos field service technicians respond to all installation work orders with two human resources:
• One licensed technician (Level 3). and...
• One apprentice technician. Apprentices can be either Level 1 (new trainee) or Level 2 (halfway
through training).
In many cases installation work also requires the use of specialty tools, depending on what is being
installed The current system does not have any way to track the level of skill for each resource, nor
the uses for the specialty tools. This is handled as "tribal knowledge."
Preventative maintenance work orders can be handled by one resource if they are a Level 2. If the
resource is a Level 1. they must be accompanied by a Level 3 resource, and vice versa.
All field service technicians are required to complete OSHA training annually. In their first year of
apprenticeship they must complete the full 40-hour course. In the next 2 years they must complete
the 8-hour refresher course. This cycle repeats every 3 years for the duration of their employment.
In the current system, when a technician has finished with a work order, they turn in the paper copy
with their notes to the dispatcher. The dispatcher then gives that information to a back-office
employee, who will check the work order to ensure accuracy before creating an invoice. Contoso
wishes to automate this exact process in the new system.
Customer base
About half of Contoso's customer base includes Not For Profit service organizations. The implications
for billing are complex, so it's important that Tax Exempt Status be noted for all Accounts and flow
through to all Work Orders. NFP Customers who are associated with government entities will pay for
travel time; other customers will not. This information should flow from the Billing Account to all
associated Service Accounts.
Most Contoso customers sign agreements for Preventative Maintenance. Contoso uses templates
and incidents to ensure services standards are the same across all regions. Preventative Maintenance
agreements include monthly inspection and quarterly cleaning and inspection, with billing occurring
quarterly.
Remaining consistent
Contoso plans to keep the current data structure and extend it to the new Field Service functionality.
Field Service users will fall under the same organizational structure currently implemented for the
sales staff.
• Field service technicians will only be able to see their assigned work orders and bookings.
• Dispatchers will be able to see all work orders and bookings for the region-
Planned changes
Contoso plans to implement Dynamics 365 Field Service with mobile access. They will be using
incidents, work orders, bookings and invoicing. The following requirements were gathered during
analysis:
1. Work Orders and Scheduling.
o Automated and suggestion-based scheduling.
o Scheduling based on required technician skills and number of technicians needed.
o Schedule resources based on location, minimizing travel time when possible.
o Technicians must be onsite within 3 hours of an emergency Work Order being assigned to them.
o The travel time should automatically update upon changing a booking.
2. Agreements
o Setup and create work orders, bookings and invoices for preventative maintenance with work
orders automatically created 14 days before PM is due. o EscaJation of Work Orders based upon
agreed customer commitment. o Ability to designate clients as Preferred, with special pricing.
3. Products and Services
o Warehousing and inventory management processes will be implemented, including tracking
products moved onto trucks for installation at customer sites.
o Implement a parts return process that includes having a technician uninstall the part to be
returned.
o Multiple price lists will be used, divided into Gold, Silver and Bronze levels, based on the spending
level of each customer.
o Internal teams need the capability to associate a 3D image to a Customer Asset record.
o Products added to a work order should be set to Allocated.
4. Resources
o Implement Company Holidays for North American regions, o Implement Paid Time Off for all
regions.
o Specialty equipment will be scheduled on work orders as needed.
o Training and skill levels will be noted as appropriate for resources.
5. System
o Geocoding will be activated throughout the system.
o Territories will be used for Accounts, Resources and Work Orders.
Technical requirements
Contoso identified the following technical requirements:
1. Invoking
o Auto creation of invoices upon work completion.
o 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 no*mal billing rate.
o Travel time is billable for all field service technicians, pay type Travel, which should be noted on all
Service Accounts.
2. Resources
o Contractor technicians require access to work order and customer details once assigned to a
booking.
o Dispatchers need a schedule board for their region(s).
3. Products and Services
o All parts that are removed from a customer's equipment must be returned to the Main warehouse.
o Products to be marked as Assets will be configured accordingly.
o All products that will become Assets require instalation by a technician.
o All products are received into the Main warehouse.
4. Work Orders
o The ability to have templates for work orders; The templates will provide guidance for technicians
along with recommended products and default services.
o Once a work order is posted it should no longer show on views.
o Contoso will use the "out of the box" work order statuses to begin, though they may be changed in
later phases of the project.
5. Scheduling
o Once a work order is scheduled, do not change the time.
o Work Orders scheduled to technician(s) who do not have the desired skill set and level should show
a warning.
6. Security and access
o Safeguards must be in place for the data on the Field Service Mobile App if a technician loses his
mobile phone or tablet device, o The Field Service Administrator needs the ability to update the
defaults for the schedule assistant.
7. Accounts
o Any Service Accounts that do not have a Billing Account noted should show a warning, o Any Billing
Accounts that do not have a Price List noted should show a warning.
General Overview
Contoso is a large international manufacturing company that has offices around the world with
service and scheduling departments in each office. In addition. Contoso has sates reps throughout
the world.
Contoso has main offices in North America. Europe and Asia, with global headquarters based in
Redmond, Washington, USA. Each of the regional offices has their own sales and service teams. The
regional HQ locations also include sales and services leaders and executive management. Global HQ
houses company executives for various departments, including sales and service.
Office hours are from 8:00 am to 6:00 pm. every day of the week except holidays, which have no
work hours. This applies to all offices, using their local time zone. Third-party contractors handle
work outside of normal work hours at a higher rate
Field Service staff
Contoso's service technicians around the world will be a combination of internal employees and
third-party contractors.
• Pay type is Straight for regular work hours, and Overtime for work on holidays and after hours.
• All technicians have the capacity of handling just one job at a time, while supervisors can handle 2
jobs at a time.
Contoso's internal field service employees:
• Begin and end their workday at their home of record.
• Have a default office location / regional office.
• Are assigned to multiple territories.
All third-party contractors:
• Begin and end their workdays at their office location.
• Have a default office location / regional office.
• Are assigned to only one territory.
Dispatchers:
• Work at the Main office for their region
• Assigned to all territories in the region.
• Have privileges to customize their Schedule Boards.
All field service technicians will utilize the Field Service mobile app.
• Contoso employees will have full field service licenses, while third-party contractors will not.
• Field Service technicians will not have access to Leads. Opportunities or other sales-specific data.
• Dispatchers can see all data for their region, though they will mostly be scheduling for only one
territory.
Contoso has several classes to distinguish the capability and training level of its field technicians. All
work order bookings need to respect these classes and book resources accordingly.
Org structure setup
Contoso currently uses Dynamics 365 Customer Engagement for leads, opportunities, quotes and
orders. There are currently 200 sales users in North America. 500 in Europe and 400 in the Asia-
Pacific region.
The Contoso physical environment is structured in the following manner, with the roles noted.
Field Service structure
Contosos field service technicians respond to all installation work orders with two human resources:
• One licensed technician (Level 3). and...
• One apprentice technician. Apprentices can be either Level 1 (new trainee) or Level 2 (halfway
through training).
In many cases installation work also requires the use of specialty tools, depending on what is being
installed The current system does not have any way to track the level of skill for each resource, nor
the uses for the specialty tools. This is handled as "tribal knowledge."
Preventative maintenance work orders can be handled by one resource if they are a Level 2. If the
resource is a Level 1. they must be accompanied by a Level 3 resource, and vice versa.
All field service technicians are required to complete OSHA training annually. In their first year of
apprenticeship they must complete the full 40-hour course. In the next 2 years they must complete
the 8-hour refresher course. This cycle repeats every 3 years for the duration of their employment.
In the current system, when a technician has finished with a work order, they turn in the paper copy
with their notes to the dispatcher. The dispatcher then gives that information to a back-office
employee, who will check the work order to ensure accuracy before creating an invoice. Contoso
wishes to automate this exact process in the new system.
Customer base
About half of Contoso's customer base includes Not For Profit service organizations. The implications
for billing are complex, so it's important that Tax Exempt Status be noted for all Accounts and flow
through to all Work Orders. NFP Customers who are associated with government entities will pay for
travel time; other customers will not. This information should flow from the Billing Account to all
associated Service Accounts.
Most Contoso customers sign agreements for Preventative Maintenance. Contoso uses templates
and incidents to ensure services standards are the same across all regions. Preventative Maintenance
agreements include monthly inspection and quarterly cleaning and inspection, with billing occurring
quarterly.
Remaining consistent
Contoso plans to keep the current data structure and extend it to the new Field Service functionality.
Field Service users will fall under the same organizational structure currently implemented for the
sales staff.
• Field service technicians will only be able to see their assigned work orders and bookings.
• Dispatchers will be able to see all work orders and bookings for the region-
Planned changes
Contoso plans to implement Dynamics 365 Field Service with mobile access. They will be using
incidents, work orders, bookings and invoicing. The following requirements were gathered during
analysis:
1. Work Orders and Scheduling.
o Automated and suggestion-based scheduling.
o Scheduling based on required technician skills and number of technicians needed.
o Schedule resources based on location, minimizing travel time when possible.
o Technicians must be onsite within 3 hours of an emergency Work Order being assigned to them.
o The travel time should automatically update upon changing a booking.
2. Agreements
o Setup and create work orders, bookings and invoices for preventative maintenance with work
orders automatically created 14 days before PM is due. o EscaJation of Work Orders based upon
agreed customer commitment. o Ability to designate clients as Preferred, with special pricing.
3. Products and Services
o Warehousing and inventory management processes will be implemented, including tracking
products moved onto trucks for installation at customer sites.
o Implement a parts return process that includes having a technician uninstall the part to be
returned.
o Multiple price lists will be used, divided into Gold, Silver and Bronze levels, based on the spending
level of each customer.
o Internal teams need the capability to associate a 3D image to a Customer Asset record.
o Products added to a work order should be set to Allocated.
4. Resources
o Implement Company Holidays for North American regions, o Implement Paid Time Off for all
regions.
o Specialty equipment will be scheduled on work orders as needed.
o Training and skill levels will be noted as appropriate for resources.
5. System
o Geocoding will be activated throughout the system.
o Territories will be used for Accounts, Resources and Work Orders.
Technical requirements
Contoso identified the following technical requirements:
1. Invoking
o Auto creation of invoices upon work completion.
o 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 no*mal billing rate.
o Travel time is billable for all field service technicians, pay type Travel, which should be noted on all
Service Accounts.
2. Resources
o Contractor technicians require access to work order and customer details once assigned to a
booking.
o Dispatchers need a schedule board for their region(s).
3. Products and Services
o All parts that are removed from a customer's equipment must be returned to the Main warehouse.
o Products to be marked as Assets will be configured accordingly.
o All products that will become Assets require instalation by a technician.
o All products are received into the Main warehouse.
4. Work Orders
o The ability to have templates for work orders; The templates will provide guidance for technicians
along with recommended products and default services.
o Once a work order is posted it should no longer show on views.
o Contoso will use the "out of the box" work order statuses to begin, though they may be changed in
later phases of the project.
5. Scheduling
o Once a work order is scheduled, do not change the time.
o Work Orders scheduled to technician(s) who do not have the desired skill set and level should show
a warning.
6. Security and access
o Safeguards must be in place for the data on the Field Service Mobile App if a technician loses his
mobile phone or tablet device, o The Field Service Administrator needs the ability to update the
defaults for the schedule assistant.
7. Accounts
o Any Service Accounts that do not have a Billing Account noted should show a warning, o Any Billing
Accounts that do not have a Price List noted should show a warning.
DRAG DROP
A dispatcher in Indianapolis. Indiana receives an emergency service call on July 4 and assigns the
booking to a third-party contractor, attaching the emergency SL
A dispatcher in Indianapolis. Indiana receives an emergency service call on July 4 and assigns the
booking to a third-party contractor, attaching the emergency SL
Check the image below to see the right answer:Select the answer
1 correct answerThe contractor receives notification of the work order and travels from his home to the job site, arriving 3.5 hours after the work was assigned. The contractor works for 2 hours, installing 2 new identical chillers, which need to be added to the customer's annual maintenance agreement. The contractor fills in product usage and notes, gets the client's signature, and then changes the booking status to Completed A back office employee needs to look at the work order to ensure accuracy, then change the status to Posted. When performing a quality check, what will the back office employee expect to see as a result of this service call? To answer, drag the appropriate record type to the correct statement. Each record 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 content. NOTE: Each correct match is worth one point. 
Quiz
Question 4/104/10
Topic 1, Contoso Case study
General Overview
Contoso is a large international manufacturing company that has offices around the world with
service and scheduling departments in each office. In addition. Contoso has sates reps throughout
the world.
Contoso has main offices in North America. Europe and Asia, with global headquarters based in
Redmond, Washington, USA. Each of the regional offices has their own sales and service teams. The
regional HQ locations also include sales and services leaders and executive management. Global HQ
houses company executives for various departments, including sales and service.
Office hours are from 8:00 am to 6:00 pm. every day of the week except holidays, which have no
work hours. This applies to all offices, using their local time zone. Third-party contractors handle
work outside of normal work hours at a higher rate
Field Service staff
Contoso's service technicians around the world will be a combination of internal employees and
third-party contractors.
• Pay type is Straight for regular work hours, and Overtime for work on holidays and after hours.
• All technicians have the capacity of handling just one job at a time, while supervisors can handle 2
jobs at a time.
Contoso's internal field service employees:
• Begin and end their workday at their home of record.
• Have a default office location / regional office.
• Are assigned to multiple territories.
All third-party contractors:
• Begin and end their workdays at their office location.
• Have a default office location / regional office.
• Are assigned to only one territory.
Dispatchers:
• Work at the Main office for their region
• Assigned to all territories in the region.
• Have privileges to customize their Schedule Boards.
All field service technicians will utilize the Field Service mobile app.
• Contoso employees will have full field service licenses, while third-party contractors will not.
• Field Service technicians will not have access to Leads. Opportunities or other sales-specific data.
• Dispatchers can see all data for their region, though they will mostly be scheduling for only one
territory.
Contoso has several classes to distinguish the capability and training level of its field technicians. All
work order bookings need to respect these classes and book resources accordingly.
Org structure setup
Contoso currently uses Dynamics 365 Customer Engagement for leads, opportunities, quotes and
orders. There are currently 200 sales users in North America. 500 in Europe and 400 in the Asia-
Pacific region.
The Contoso physical environment is structured in the following manner, with the roles noted.
Field Service structure
Contosos field service technicians respond to all installation work orders with two human resources:
• One licensed technician (Level 3). and...
• One apprentice technician. Apprentices can be either Level 1 (new trainee) or Level 2 (halfway
through training).
In many cases installation work also requires the use of specialty tools, depending on what is being
installed The current system does not have any way to track the level of skill for each resource, nor
the uses for the specialty tools. This is handled as "tribal knowledge."
Preventative maintenance work orders can be handled by one resource if they are a Level 2. If the
resource is a Level 1. they must be accompanied by a Level 3 resource, and vice versa.
All field service technicians are required to complete OSHA training annually. In their first year of
apprenticeship they must complete the full 40-hour course. In the next 2 years they must complete
the 8-hour refresher course. This cycle repeats every 3 years for the duration of their employment.
In the current system, when a technician has finished with a work order, they turn in the paper copy
with their notes to the dispatcher. The dispatcher then gives that information to a back-office
employee, who will check the work order to ensure accuracy before creating an invoice. Contoso
wishes to automate this exact process in the new system.
Customer base
About half of Contoso's customer base includes Not For Profit service organizations. The implications
for billing are complex, so it's important that Tax Exempt Status be noted for all Accounts and flow
through to all Work Orders. NFP Customers who are associated with government entities will pay for
travel time; other customers will not. This information should flow from the Billing Account to all
associated Service Accounts.
Most Contoso customers sign agreements for Preventative Maintenance. Contoso uses templates
and incidents to ensure services standards are the same across all regions. Preventative Maintenance
agreements include monthly inspection and quarterly cleaning and inspection, with billing occurring
quarterly.
Remaining consistent
Contoso plans to keep the current data structure and extend it to the new Field Service functionality.
Field Service users will fall under the same organizational structure currently implemented for the
sales staff.
• Field service technicians will only be able to see their assigned work orders and bookings.
• Dispatchers will be able to see all work orders and bookings for the region-
Planned changes
Contoso plans to implement Dynamics 365 Field Service with mobile access. They will be using
incidents, work orders, bookings and invoicing. The following requirements were gathered during
analysis:
1. Work Orders and Scheduling.
o Automated and suggestion-based scheduling.
o Scheduling based on required technician skills and number of technicians needed.
o Schedule resources based on location, minimizing travel time when possible.
o Technicians must be onsite within 3 hours of an emergency Work Order being assigned to them.
o The travel time should automatically update upon changing a booking.
2. Agreements
o Setup and create work orders, bookings and invoices for preventative maintenance with work
orders automatically created 14 days before PM is due. o EscaJation of Work Orders based upon
agreed customer commitment. o Ability to designate clients as Preferred, with special pricing.
3. Products and Services
o Warehousing and inventory management processes will be implemented, including tracking
products moved onto trucks for installation at customer sites.
o Implement a parts return process that includes having a technician uninstall the part to be
returned.
o Multiple price lists will be used, divided into Gold, Silver and Bronze levels, based on the spending
level of each customer.
o Internal teams need the capability to associate a 3D image to a Customer Asset record.
o Products added to a work order should be set to Allocated.
4. Resources
o Implement Company Holidays for North American regions, o Implement Paid Time Off for all
regions.
o Specialty equipment will be scheduled on work orders as needed.
o Training and skill levels will be noted as appropriate for resources.
5. System
o Geocoding will be activated throughout the system.
o Territories will be used for Accounts, Resources and Work Orders.
Technical requirements
Contoso identified the following technical requirements:
1. Invoking
o Auto creation of invoices upon work completion.
o 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 no*mal billing rate.
o Travel time is billable for all field service technicians, pay type Travel, which should be noted on all
Service Accounts.
2. Resources
o Contractor technicians require access to work order and customer details once assigned to a
booking.
o Dispatchers need a schedule board for their region(s).
3. Products and Services
o All parts that are removed from a customer's equipment must be returned to the Main warehouse.
o Products to be marked as Assets will be configured accordingly.
o All products that will become Assets require instalation by a technician.
o All products are received into the Main warehouse.
4. Work Orders
o The ability to have templates for work orders; The templates will provide guidance for technicians
along with recommended products and default services.
o Once a work order is posted it should no longer show on views.
o Contoso will use the "out of the box" work order statuses to begin, though they may be changed in
later phases of the project.
5. Scheduling
o Once a work order is scheduled, do not change the time.
o Work Orders scheduled to technician(s) who do not have the desired skill set and level should show
a warning.
6. Security and access
o Safeguards must be in place for the data on the Field Service Mobile App if a technician loses his
mobile phone or tablet device, o The Field Service Administrator needs the ability to update the
defaults for the schedule assistant.
7. Accounts
o Any Service Accounts that do not have a Billing Account noted should show a warning, o Any Billing
Accounts that do not have a Price List noted should show a warning.
General Overview
Contoso is a large international manufacturing company that has offices around the world with
service and scheduling departments in each office. In addition. Contoso has sates reps throughout
the world.
Contoso has main offices in North America. Europe and Asia, with global headquarters based in
Redmond, Washington, USA. Each of the regional offices has their own sales and service teams. The
regional HQ locations also include sales and services leaders and executive management. Global HQ
houses company executives for various departments, including sales and service.
Office hours are from 8:00 am to 6:00 pm. every day of the week except holidays, which have no
work hours. This applies to all offices, using their local time zone. Third-party contractors handle
work outside of normal work hours at a higher rate
Field Service staff
Contoso's service technicians around the world will be a combination of internal employees and
third-party contractors.
• Pay type is Straight for regular work hours, and Overtime for work on holidays and after hours.
• All technicians have the capacity of handling just one job at a time, while supervisors can handle 2
jobs at a time.
Contoso's internal field service employees:
• Begin and end their workday at their home of record.
• Have a default office location / regional office.
• Are assigned to multiple territories.
All third-party contractors:
• Begin and end their workdays at their office location.
• Have a default office location / regional office.
• Are assigned to only one territory.
Dispatchers:
• Work at the Main office for their region
• Assigned to all territories in the region.
• Have privileges to customize their Schedule Boards.
All field service technicians will utilize the Field Service mobile app.
• Contoso employees will have full field service licenses, while third-party contractors will not.
• Field Service technicians will not have access to Leads. Opportunities or other sales-specific data.
• Dispatchers can see all data for their region, though they will mostly be scheduling for only one
territory.
Contoso has several classes to distinguish the capability and training level of its field technicians. All
work order bookings need to respect these classes and book resources accordingly.
Org structure setup
Contoso currently uses Dynamics 365 Customer Engagement for leads, opportunities, quotes and
orders. There are currently 200 sales users in North America. 500 in Europe and 400 in the Asia-
Pacific region.
The Contoso physical environment is structured in the following manner, with the roles noted.
Field Service structure
Contosos field service technicians respond to all installation work orders with two human resources:
• One licensed technician (Level 3). and...
• One apprentice technician. Apprentices can be either Level 1 (new trainee) or Level 2 (halfway
through training).
In many cases installation work also requires the use of specialty tools, depending on what is being
installed The current system does not have any way to track the level of skill for each resource, nor
the uses for the specialty tools. This is handled as "tribal knowledge."
Preventative maintenance work orders can be handled by one resource if they are a Level 2. If the
resource is a Level 1. they must be accompanied by a Level 3 resource, and vice versa.
All field service technicians are required to complete OSHA training annually. In their first year of
apprenticeship they must complete the full 40-hour course. In the next 2 years they must complete
the 8-hour refresher course. This cycle repeats every 3 years for the duration of their employment.
In the current system, when a technician has finished with a work order, they turn in the paper copy
with their notes to the dispatcher. The dispatcher then gives that information to a back-office
employee, who will check the work order to ensure accuracy before creating an invoice. Contoso
wishes to automate this exact process in the new system.
Customer base
About half of Contoso's customer base includes Not For Profit service organizations. The implications
for billing are complex, so it's important that Tax Exempt Status be noted for all Accounts and flow
through to all Work Orders. NFP Customers who are associated with government entities will pay for
travel time; other customers will not. This information should flow from the Billing Account to all
associated Service Accounts.
Most Contoso customers sign agreements for Preventative Maintenance. Contoso uses templates
and incidents to ensure services standards are the same across all regions. Preventative Maintenance
agreements include monthly inspection and quarterly cleaning and inspection, with billing occurring
quarterly.
Remaining consistent
Contoso plans to keep the current data structure and extend it to the new Field Service functionality.
Field Service users will fall under the same organizational structure currently implemented for the
sales staff.
• Field service technicians will only be able to see their assigned work orders and bookings.
• Dispatchers will be able to see all work orders and bookings for the region-
Planned changes
Contoso plans to implement Dynamics 365 Field Service with mobile access. They will be using
incidents, work orders, bookings and invoicing. The following requirements were gathered during
analysis:
1. Work Orders and Scheduling.
o Automated and suggestion-based scheduling.
o Scheduling based on required technician skills and number of technicians needed.
o Schedule resources based on location, minimizing travel time when possible.
o Technicians must be onsite within 3 hours of an emergency Work Order being assigned to them.
o The travel time should automatically update upon changing a booking.
2. Agreements
o Setup and create work orders, bookings and invoices for preventative maintenance with work
orders automatically created 14 days before PM is due. o EscaJation of Work Orders based upon
agreed customer commitment. o Ability to designate clients as Preferred, with special pricing.
3. Products and Services
o Warehousing and inventory management processes will be implemented, including tracking
products moved onto trucks for installation at customer sites.
o Implement a parts return process that includes having a technician uninstall the part to be
returned.
o Multiple price lists will be used, divided into Gold, Silver and Bronze levels, based on the spending
level of each customer.
o Internal teams need the capability to associate a 3D image to a Customer Asset record.
o Products added to a work order should be set to Allocated.
4. Resources
o Implement Company Holidays for North American regions, o Implement Paid Time Off for all
regions.
o Specialty equipment will be scheduled on work orders as needed.
o Training and skill levels will be noted as appropriate for resources.
5. System
o Geocoding will be activated throughout the system.
o Territories will be used for Accounts, Resources and Work Orders.
Technical requirements
Contoso identified the following technical requirements:
1. Invoking
o Auto creation of invoices upon work completion.
o 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 no*mal billing rate.
o Travel time is billable for all field service technicians, pay type Travel, which should be noted on all
Service Accounts.
2. Resources
o Contractor technicians require access to work order and customer details once assigned to a
booking.
o Dispatchers need a schedule board for their region(s).
3. Products and Services
o All parts that are removed from a customer's equipment must be returned to the Main warehouse.
o Products to be marked as Assets will be configured accordingly.
o All products that will become Assets require instalation by a technician.
o All products are received into the Main warehouse.
4. Work Orders
o The ability to have templates for work orders; The templates will provide guidance for technicians
along with recommended products and default services.
o Once a work order is posted it should no longer show on views.
o Contoso will use the "out of the box" work order statuses to begin, though they may be changed in
later phases of the project.
5. Scheduling
o Once a work order is scheduled, do not change the time.
o Work Orders scheduled to technician(s) who do not have the desired skill set and level should show
a warning.
6. Security and access
o Safeguards must be in place for the data on the Field Service Mobile App if a technician loses his
mobile phone or tablet device, o The Field Service Administrator needs the ability to update the
defaults for the schedule assistant.
7. Accounts
o Any Service Accounts that do not have a Billing Account noted should show a warning, o Any Billing
Accounts that do not have a Price List noted should show a warning.
DRAG DROP
You need to create a Preventative Maintenance Agreement that meets Contoso standards and
requirements.
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.
You need to create a Preventative Maintenance Agreement that meets Contoso standards and
requirements.
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.
Check the image below to see the right answer:Select the answer
1 correct answer
Quiz
Question 5/105/10
Topic 1, Contoso Case study
General Overview
Contoso is a large international manufacturing company that has offices around the world with
service and scheduling departments in each office. In addition. Contoso has sates reps throughout
the world.
Contoso has main offices in North America. Europe and Asia, with global headquarters based in
Redmond, Washington, USA. Each of the regional offices has their own sales and service teams. The
regional HQ locations also include sales and services leaders and executive management. Global HQ
houses company executives for various departments, including sales and service.
Office hours are from 8:00 am to 6:00 pm. every day of the week except holidays, which have no
work hours. This applies to all offices, using their local time zone. Third-party contractors handle
work outside of normal work hours at a higher rate
Field Service staff
Contoso's service technicians around the world will be a combination of internal employees and
third-party contractors.
• Pay type is Straight for regular work hours, and Overtime for work on holidays and after hours.
• All technicians have the capacity of handling just one job at a time, while supervisors can handle 2
jobs at a time.
Contoso's internal field service employees:
• Begin and end their workday at their home of record.
• Have a default office location / regional office.
• Are assigned to multiple territories.
All third-party contractors:
• Begin and end their workdays at their office location.
• Have a default office location / regional office.
• Are assigned to only one territory.
Dispatchers:
• Work at the Main office for their region
• Assigned to all territories in the region.
• Have privileges to customize their Schedule Boards.
All field service technicians will utilize the Field Service mobile app.
• Contoso employees will have full field service licenses, while third-party contractors will not.
• Field Service technicians will not have access to Leads. Opportunities or other sales-specific data.
• Dispatchers can see all data for their region, though they will mostly be scheduling for only one
territory.
Contoso has several classes to distinguish the capability and training level of its field technicians. All
work order bookings need to respect these classes and book resources accordingly.
Org structure setup
Contoso currently uses Dynamics 365 Customer Engagement for leads, opportunities, quotes and
orders. There are currently 200 sales users in North America. 500 in Europe and 400 in the Asia-
Pacific region.
The Contoso physical environment is structured in the following manner, with the roles noted.
Field Service structure
Contosos field service technicians respond to all installation work orders with two human resources:
• One licensed technician (Level 3). and...
• One apprentice technician. Apprentices can be either Level 1 (new trainee) or Level 2 (halfway
through training).
In many cases installation work also requires the use of specialty tools, depending on what is being
installed The current system does not have any way to track the level of skill for each resource, nor
the uses for the specialty tools. This is handled as "tribal knowledge."
Preventative maintenance work orders can be handled by one resource if they are a Level 2. If the
resource is a Level 1. they must be accompanied by a Level 3 resource, and vice versa.
All field service technicians are required to complete OSHA training annually. In their first year of
apprenticeship they must complete the full 40-hour course. In the next 2 years they must complete
the 8-hour refresher course. This cycle repeats every 3 years for the duration of their employment.
In the current system, when a technician has finished with a work order, they turn in the paper copy
with their notes to the dispatcher. The dispatcher then gives that information to a back-office
employee, who will check the work order to ensure accuracy before creating an invoice. Contoso
wishes to automate this exact process in the new system.
Customer base
About half of Contoso's customer base includes Not For Profit service organizations. The implications
for billing are complex, so it's important that Tax Exempt Status be noted for all Accounts and flow
through to all Work Orders. NFP Customers who are associated with government entities will pay for
travel time; other customers will not. This information should flow from the Billing Account to all
associated Service Accounts.
Most Contoso customers sign agreements for Preventative Maintenance. Contoso uses templates
and incidents to ensure services standards are the same across all regions. Preventative Maintenance
agreements include monthly inspection and quarterly cleaning and inspection, with billing occurring
quarterly.
Remaining consistent
Contoso plans to keep the current data structure and extend it to the new Field Service functionality.
Field Service users will fall under the same organizational structure currently implemented for the
sales staff.
• Field service technicians will only be able to see their assigned work orders and bookings.
• Dispatchers will be able to see all work orders and bookings for the region-
Planned changes
Contoso plans to implement Dynamics 365 Field Service with mobile access. They will be using
incidents, work orders, bookings and invoicing. The following requirements were gathered during
analysis:
1. Work Orders and Scheduling.
o Automated and suggestion-based scheduling.
o Scheduling based on required technician skills and number of technicians needed.
o Schedule resources based on location, minimizing travel time when possible.
o Technicians must be onsite within 3 hours of an emergency Work Order being assigned to them.
o The travel time should automatically update upon changing a booking.
2. Agreements
o Setup and create work orders, bookings and invoices for preventative maintenance with work
orders automatically created 14 days before PM is due. o EscaJation of Work Orders based upon
agreed customer commitment. o Ability to designate clients as Preferred, with special pricing.
3. Products and Services
o Warehousing and inventory management processes will be implemented, including tracking
products moved onto trucks for installation at customer sites.
o Implement a parts return process that includes having a technician uninstall the part to be
returned.
o Multiple price lists will be used, divided into Gold, Silver and Bronze levels, based on the spending
level of each customer.
o Internal teams need the capability to associate a 3D image to a Customer Asset record.
o Products added to a work order should be set to Allocated.
4. Resources
o Implement Company Holidays for North American regions, o Implement Paid Time Off for all
regions.
o Specialty equipment will be scheduled on work orders as needed.
o Training and skill levels will be noted as appropriate for resources.
5. System
o Geocoding will be activated throughout the system.
o Territories will be used for Accounts, Resources and Work Orders.
Technical requirements
Contoso identified the following technical requirements:
1. Invoking
o Auto creation of invoices upon work completion.
o 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 no*mal billing rate.
o Travel time is billable for all field service technicians, pay type Travel, which should be noted on all
Service Accounts.
2. Resources
o Contractor technicians require access to work order and customer details once assigned to a
booking.
o Dispatchers need a schedule board for their region(s).
3. Products and Services
o All parts that are removed from a customer's equipment must be returned to the Main warehouse.
o Products to be marked as Assets will be configured accordingly.
o All products that will become Assets require instalation by a technician.
o All products are received into the Main warehouse.
4. Work Orders
o The ability to have templates for work orders; The templates will provide guidance for technicians
along with recommended products and default services.
o Once a work order is posted it should no longer show on views.
o Contoso will use the "out of the box" work order statuses to begin, though they may be changed in
later phases of the project.
5. Scheduling
o Once a work order is scheduled, do not change the time.
o Work Orders scheduled to technician(s) who do not have the desired skill set and level should show
a warning.
6. Security and access
o Safeguards must be in place for the data on the Field Service Mobile App if a technician loses his
mobile phone or tablet device, o The Field Service Administrator needs the ability to update the
defaults for the schedule assistant.
7. Accounts
o Any Service Accounts that do not have a Billing Account noted should show a warning, o Any Billing
Accounts that do not have a Price List noted should show a warning.
General Overview
Contoso is a large international manufacturing company that has offices around the world with
service and scheduling departments in each office. In addition. Contoso has sates reps throughout
the world.
Contoso has main offices in North America. Europe and Asia, with global headquarters based in
Redmond, Washington, USA. Each of the regional offices has their own sales and service teams. The
regional HQ locations also include sales and services leaders and executive management. Global HQ
houses company executives for various departments, including sales and service.
Office hours are from 8:00 am to 6:00 pm. every day of the week except holidays, which have no
work hours. This applies to all offices, using their local time zone. Third-party contractors handle
work outside of normal work hours at a higher rate
Field Service staff
Contoso's service technicians around the world will be a combination of internal employees and
third-party contractors.
• Pay type is Straight for regular work hours, and Overtime for work on holidays and after hours.
• All technicians have the capacity of handling just one job at a time, while supervisors can handle 2
jobs at a time.
Contoso's internal field service employees:
• Begin and end their workday at their home of record.
• Have a default office location / regional office.
• Are assigned to multiple territories.
All third-party contractors:
• Begin and end their workdays at their office location.
• Have a default office location / regional office.
• Are assigned to only one territory.
Dispatchers:
• Work at the Main office for their region
• Assigned to all territories in the region.
• Have privileges to customize their Schedule Boards.
All field service technicians will utilize the Field Service mobile app.
• Contoso employees will have full field service licenses, while third-party contractors will not.
• Field Service technicians will not have access to Leads. Opportunities or other sales-specific data.
• Dispatchers can see all data for their region, though they will mostly be scheduling for only one
territory.
Contoso has several classes to distinguish the capability and training level of its field technicians. All
work order bookings need to respect these classes and book resources accordingly.
Org structure setup
Contoso currently uses Dynamics 365 Customer Engagement for leads, opportunities, quotes and
orders. There are currently 200 sales users in North America. 500 in Europe and 400 in the Asia-
Pacific region.
The Contoso physical environment is structured in the following manner, with the roles noted.
Field Service structure
Contosos field service technicians respond to all installation work orders with two human resources:
• One licensed technician (Level 3). and...
• One apprentice technician. Apprentices can be either Level 1 (new trainee) or Level 2 (halfway
through training).
In many cases installation work also requires the use of specialty tools, depending on what is being
installed The current system does not have any way to track the level of skill for each resource, nor
the uses for the specialty tools. This is handled as "tribal knowledge."
Preventative maintenance work orders can be handled by one resource if they are a Level 2. If the
resource is a Level 1. they must be accompanied by a Level 3 resource, and vice versa.
All field service technicians are required to complete OSHA training annually. In their first year of
apprenticeship they must complete the full 40-hour course. In the next 2 years they must complete
the 8-hour refresher course. This cycle repeats every 3 years for the duration of their employment.
In the current system, when a technician has finished with a work order, they turn in the paper copy
with their notes to the dispatcher. The dispatcher then gives that information to a back-office
employee, who will check the work order to ensure accuracy before creating an invoice. Contoso
wishes to automate this exact process in the new system.
Customer base
About half of Contoso's customer base includes Not For Profit service organizations. The implications
for billing are complex, so it's important that Tax Exempt Status be noted for all Accounts and flow
through to all Work Orders. NFP Customers who are associated with government entities will pay for
travel time; other customers will not. This information should flow from the Billing Account to all
associated Service Accounts.
Most Contoso customers sign agreements for Preventative Maintenance. Contoso uses templates
and incidents to ensure services standards are the same across all regions. Preventative Maintenance
agreements include monthly inspection and quarterly cleaning and inspection, with billing occurring
quarterly.
Remaining consistent
Contoso plans to keep the current data structure and extend it to the new Field Service functionality.
Field Service users will fall under the same organizational structure currently implemented for the
sales staff.
• Field service technicians will only be able to see their assigned work orders and bookings.
• Dispatchers will be able to see all work orders and bookings for the region-
Planned changes
Contoso plans to implement Dynamics 365 Field Service with mobile access. They will be using
incidents, work orders, bookings and invoicing. The following requirements were gathered during
analysis:
1. Work Orders and Scheduling.
o Automated and suggestion-based scheduling.
o Scheduling based on required technician skills and number of technicians needed.
o Schedule resources based on location, minimizing travel time when possible.
o Technicians must be onsite within 3 hours of an emergency Work Order being assigned to them.
o The travel time should automatically update upon changing a booking.
2. Agreements
o Setup and create work orders, bookings and invoices for preventative maintenance with work
orders automatically created 14 days before PM is due. o EscaJation of Work Orders based upon
agreed customer commitment. o Ability to designate clients as Preferred, with special pricing.
3. Products and Services
o Warehousing and inventory management processes will be implemented, including tracking
products moved onto trucks for installation at customer sites.
o Implement a parts return process that includes having a technician uninstall the part to be
returned.
o Multiple price lists will be used, divided into Gold, Silver and Bronze levels, based on the spending
level of each customer.
o Internal teams need the capability to associate a 3D image to a Customer Asset record.
o Products added to a work order should be set to Allocated.
4. Resources
o Implement Company Holidays for North American regions, o Implement Paid Time Off for all
regions.
o Specialty equipment will be scheduled on work orders as needed.
o Training and skill levels will be noted as appropriate for resources.
5. System
o Geocoding will be activated throughout the system.
o Territories will be used for Accounts, Resources and Work Orders.
Technical requirements
Contoso identified the following technical requirements:
1. Invoking
o Auto creation of invoices upon work completion.
o 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 no*mal billing rate.
o Travel time is billable for all field service technicians, pay type Travel, which should be noted on all
Service Accounts.
2. Resources
o Contractor technicians require access to work order and customer details once assigned to a
booking.
o Dispatchers need a schedule board for their region(s).
3. Products and Services
o All parts that are removed from a customer's equipment must be returned to the Main warehouse.
o Products to be marked as Assets will be configured accordingly.
o All products that will become Assets require instalation by a technician.
o All products are received into the Main warehouse.
4. Work Orders
o The ability to have templates for work orders; The templates will provide guidance for technicians
along with recommended products and default services.
o Once a work order is posted it should no longer show on views.
o Contoso will use the "out of the box" work order statuses to begin, though they may be changed in
later phases of the project.
5. Scheduling
o Once a work order is scheduled, do not change the time.
o Work Orders scheduled to technician(s) who do not have the desired skill set and level should show
a warning.
6. Security and access
o Safeguards must be in place for the data on the Field Service Mobile App if a technician loses his
mobile phone or tablet device, o The Field Service Administrator needs the ability to update the
defaults for the schedule assistant.
7. Accounts
o Any Service Accounts that do not have a Billing Account noted should show a warning, o Any Billing
Accounts that do not have a Price List noted should show a warning.
Dispatchers at Contoso have access to a wide range of information because they often cover for each
other within the region. However, for their normal dairy operations, they only need to be able to see
resources in their territory.
The dispatcher needs to customize their schedule board to filter resources to their territory. What
should the dispatcher do?
other within the region. However, for their normal dairy operations, they only need to be able to see
resources in their territory.
The dispatcher needs to customize their schedule board to filter resources to their territory. What
should the dispatcher do?
Select the answer:Select the answer
1 correct answerA.
On the Filter & Map View window, select a Service Territory, then select Save Current Filters as Default.
B.
On the Filter & Map View window, select a Resource Type, then select Save Current Filters as Default.
C.
In the Scheduler Settings, select one Territory.
D.
Add a Booking Requirements tab.
Quiz
Question 6/106/10
Topic 1, Contoso Case study
General Overview
Contoso is a large international manufacturing company that has offices around the world with
service and scheduling departments in each office. In addition. Contoso has sates reps throughout
the world.
Contoso has main offices in North America. Europe and Asia, with global headquarters based in
Redmond, Washington, USA. Each of the regional offices has their own sales and service teams. The
regional HQ locations also include sales and services leaders and executive management. Global HQ
houses company executives for various departments, including sales and service.
Office hours are from 8:00 am to 6:00 pm. every day of the week except holidays, which have no
work hours. This applies to all offices, using their local time zone. Third-party contractors handle
work outside of normal work hours at a higher rate
Field Service staff
Contoso's service technicians around the world will be a combination of internal employees and
third-party contractors.
• Pay type is Straight for regular work hours, and Overtime for work on holidays and after hours.
• All technicians have the capacity of handling just one job at a time, while supervisors can handle 2
jobs at a time.
Contoso's internal field service employees:
• Begin and end their workday at their home of record.
• Have a default office location / regional office.
• Are assigned to multiple territories.
All third-party contractors:
• Begin and end their workdays at their office location.
• Have a default office location / regional office.
• Are assigned to only one territory.
Dispatchers:
• Work at the Main office for their region
• Assigned to all territories in the region.
• Have privileges to customize their Schedule Boards.
All field service technicians will utilize the Field Service mobile app.
• Contoso employees will have full field service licenses, while third-party contractors will not.
• Field Service technicians will not have access to Leads. Opportunities or other sales-specific data.
• Dispatchers can see all data for their region, though they will mostly be scheduling for only one
territory.
Contoso has several classes to distinguish the capability and training level of its field technicians. All
work order bookings need to respect these classes and book resources accordingly.
Org structure setup
Contoso currently uses Dynamics 365 Customer Engagement for leads, opportunities, quotes and
orders. There are currently 200 sales users in North America. 500 in Europe and 400 in the Asia-
Pacific region.
The Contoso physical environment is structured in the following manner, with the roles noted.
Field Service structure
Contosos field service technicians respond to all installation work orders with two human resources:
• One licensed technician (Level 3). and...
• One apprentice technician. Apprentices can be either Level 1 (new trainee) or Level 2 (halfway
through training).
In many cases installation work also requires the use of specialty tools, depending on what is being
installed The current system does not have any way to track the level of skill for each resource, nor
the uses for the specialty tools. This is handled as "tribal knowledge."
Preventative maintenance work orders can be handled by one resource if they are a Level 2. If the
resource is a Level 1. they must be accompanied by a Level 3 resource, and vice versa.
All field service technicians are required to complete OSHA training annually. In their first year of
apprenticeship they must complete the full 40-hour course. In the next 2 years they must complete
the 8-hour refresher course. This cycle repeats every 3 years for the duration of their employment.
In the current system, when a technician has finished with a work order, they turn in the paper copy
with their notes to the dispatcher. The dispatcher then gives that information to a back-office
employee, who will check the work order to ensure accuracy before creating an invoice. Contoso
wishes to automate this exact process in the new system.
Customer base
About half of Contoso's customer base includes Not For Profit service organizations. The implications
for billing are complex, so it's important that Tax Exempt Status be noted for all Accounts and flow
through to all Work Orders. NFP Customers who are associated with government entities will pay for
travel time; other customers will not. This information should flow from the Billing Account to all
associated Service Accounts.
Most Contoso customers sign agreements for Preventative Maintenance. Contoso uses templates
and incidents to ensure services standards are the same across all regions. Preventative Maintenance
agreements include monthly inspection and quarterly cleaning and inspection, with billing occurring
quarterly.
Remaining consistent
Contoso plans to keep the current data structure and extend it to the new Field Service functionality.
Field Service users will fall under the same organizational structure currently implemented for the
sales staff.
• Field service technicians will only be able to see their assigned work orders and bookings.
• Dispatchers will be able to see all work orders and bookings for the region-
Planned changes
Contoso plans to implement Dynamics 365 Field Service with mobile access. They will be using
incidents, work orders, bookings and invoicing. The following requirements were gathered during
analysis:
1. Work Orders and Scheduling.
o Automated and suggestion-based scheduling.
o Scheduling based on required technician skills and number of technicians needed.
o Schedule resources based on location, minimizing travel time when possible.
o Technicians must be onsite within 3 hours of an emergency Work Order being assigned to them.
o The travel time should automatically update upon changing a booking.
2. Agreements
o Setup and create work orders, bookings and invoices for preventative maintenance with work
orders automatically created 14 days before PM is due. o EscaJation of Work Orders based upon
agreed customer commitment. o Ability to designate clients as Preferred, with special pricing.
3. Products and Services
o Warehousing and inventory management processes will be implemented, including tracking
products moved onto trucks for installation at customer sites.
o Implement a parts return process that includes having a technician uninstall the part to be
returned.
o Multiple price lists will be used, divided into Gold, Silver and Bronze levels, based on the spending
level of each customer.
o Internal teams need the capability to associate a 3D image to a Customer Asset record.
o Products added to a work order should be set to Allocated.
4. Resources
o Implement Company Holidays for North American regions, o Implement Paid Time Off for all
regions.
o Specialty equipment will be scheduled on work orders as needed.
o Training and skill levels will be noted as appropriate for resources.
5. System
o Geocoding will be activated throughout the system.
o Territories will be used for Accounts, Resources and Work Orders.
Technical requirements
Contoso identified the following technical requirements:
1. Invoking
o Auto creation of invoices upon work completion.
o 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 no*mal billing rate.
o Travel time is billable for all field service technicians, pay type Travel, which should be noted on all
Service Accounts.
2. Resources
o Contractor technicians require access to work order and customer details once assigned to a
booking.
o Dispatchers need a schedule board for their region(s).
3. Products and Services
o All parts that are removed from a customer's equipment must be returned to the Main warehouse.
o Products to be marked as Assets will be configured accordingly.
o All products that will become Assets require instalation by a technician.
o All products are received into the Main warehouse.
4. Work Orders
o The ability to have templates for work orders; The templates will provide guidance for technicians
along with recommended products and default services.
o Once a work order is posted it should no longer show on views.
o Contoso will use the "out of the box" work order statuses to begin, though they may be changed in
later phases of the project.
5. Scheduling
o Once a work order is scheduled, do not change the time.
o Work Orders scheduled to technician(s) who do not have the desired skill set and level should show
a warning.
6. Security and access
o Safeguards must be in place for the data on the Field Service Mobile App if a technician loses his
mobile phone or tablet device, o The Field Service Administrator needs the ability to update the
defaults for the schedule assistant.
7. Accounts
o Any Service Accounts that do not have a Billing Account noted should show a warning, o Any Billing
Accounts that do not have a Price List noted should show a warning.
General Overview
Contoso is a large international manufacturing company that has offices around the world with
service and scheduling departments in each office. In addition. Contoso has sates reps throughout
the world.
Contoso has main offices in North America. Europe and Asia, with global headquarters based in
Redmond, Washington, USA. Each of the regional offices has their own sales and service teams. The
regional HQ locations also include sales and services leaders and executive management. Global HQ
houses company executives for various departments, including sales and service.
Office hours are from 8:00 am to 6:00 pm. every day of the week except holidays, which have no
work hours. This applies to all offices, using their local time zone. Third-party contractors handle
work outside of normal work hours at a higher rate
Field Service staff
Contoso's service technicians around the world will be a combination of internal employees and
third-party contractors.
• Pay type is Straight for regular work hours, and Overtime for work on holidays and after hours.
• All technicians have the capacity of handling just one job at a time, while supervisors can handle 2
jobs at a time.
Contoso's internal field service employees:
• Begin and end their workday at their home of record.
• Have a default office location / regional office.
• Are assigned to multiple territories.
All third-party contractors:
• Begin and end their workdays at their office location.
• Have a default office location / regional office.
• Are assigned to only one territory.
Dispatchers:
• Work at the Main office for their region
• Assigned to all territories in the region.
• Have privileges to customize their Schedule Boards.
All field service technicians will utilize the Field Service mobile app.
• Contoso employees will have full field service licenses, while third-party contractors will not.
• Field Service technicians will not have access to Leads. Opportunities or other sales-specific data.
• Dispatchers can see all data for their region, though they will mostly be scheduling for only one
territory.
Contoso has several classes to distinguish the capability and training level of its field technicians. All
work order bookings need to respect these classes and book resources accordingly.
Org structure setup
Contoso currently uses Dynamics 365 Customer Engagement for leads, opportunities, quotes and
orders. There are currently 200 sales users in North America. 500 in Europe and 400 in the Asia-
Pacific region.
The Contoso physical environment is structured in the following manner, with the roles noted.
Field Service structure
Contosos field service technicians respond to all installation work orders with two human resources:
• One licensed technician (Level 3). and...
• One apprentice technician. Apprentices can be either Level 1 (new trainee) or Level 2 (halfway
through training).
In many cases installation work also requires the use of specialty tools, depending on what is being
installed The current system does not have any way to track the level of skill for each resource, nor
the uses for the specialty tools. This is handled as "tribal knowledge."
Preventative maintenance work orders can be handled by one resource if they are a Level 2. If the
resource is a Level 1. they must be accompanied by a Level 3 resource, and vice versa.
All field service technicians are required to complete OSHA training annually. In their first year of
apprenticeship they must complete the full 40-hour course. In the next 2 years they must complete
the 8-hour refresher course. This cycle repeats every 3 years for the duration of their employment.
In the current system, when a technician has finished with a work order, they turn in the paper copy
with their notes to the dispatcher. The dispatcher then gives that information to a back-office
employee, who will check the work order to ensure accuracy before creating an invoice. Contoso
wishes to automate this exact process in the new system.
Customer base
About half of Contoso's customer base includes Not For Profit service organizations. The implications
for billing are complex, so it's important that Tax Exempt Status be noted for all Accounts and flow
through to all Work Orders. NFP Customers who are associated with government entities will pay for
travel time; other customers will not. This information should flow from the Billing Account to all
associated Service Accounts.
Most Contoso customers sign agreements for Preventative Maintenance. Contoso uses templates
and incidents to ensure services standards are the same across all regions. Preventative Maintenance
agreements include monthly inspection and quarterly cleaning and inspection, with billing occurring
quarterly.
Remaining consistent
Contoso plans to keep the current data structure and extend it to the new Field Service functionality.
Field Service users will fall under the same organizational structure currently implemented for the
sales staff.
• Field service technicians will only be able to see their assigned work orders and bookings.
• Dispatchers will be able to see all work orders and bookings for the region-
Planned changes
Contoso plans to implement Dynamics 365 Field Service with mobile access. They will be using
incidents, work orders, bookings and invoicing. The following requirements were gathered during
analysis:
1. Work Orders and Scheduling.
o Automated and suggestion-based scheduling.
o Scheduling based on required technician skills and number of technicians needed.
o Schedule resources based on location, minimizing travel time when possible.
o Technicians must be onsite within 3 hours of an emergency Work Order being assigned to them.
o The travel time should automatically update upon changing a booking.
2. Agreements
o Setup and create work orders, bookings and invoices for preventative maintenance with work
orders automatically created 14 days before PM is due. o EscaJation of Work Orders based upon
agreed customer commitment. o Ability to designate clients as Preferred, with special pricing.
3. Products and Services
o Warehousing and inventory management processes will be implemented, including tracking
products moved onto trucks for installation at customer sites.
o Implement a parts return process that includes having a technician uninstall the part to be
returned.
o Multiple price lists will be used, divided into Gold, Silver and Bronze levels, based on the spending
level of each customer.
o Internal teams need the capability to associate a 3D image to a Customer Asset record.
o Products added to a work order should be set to Allocated.
4. Resources
o Implement Company Holidays for North American regions, o Implement Paid Time Off for all
regions.
o Specialty equipment will be scheduled on work orders as needed.
o Training and skill levels will be noted as appropriate for resources.
5. System
o Geocoding will be activated throughout the system.
o Territories will be used for Accounts, Resources and Work Orders.
Technical requirements
Contoso identified the following technical requirements:
1. Invoking
o Auto creation of invoices upon work completion.
o 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 no*mal billing rate.
o Travel time is billable for all field service technicians, pay type Travel, which should be noted on all
Service Accounts.
2. Resources
o Contractor technicians require access to work order and customer details once assigned to a
booking.
o Dispatchers need a schedule board for their region(s).
3. Products and Services
o All parts that are removed from a customer's equipment must be returned to the Main warehouse.
o Products to be marked as Assets will be configured accordingly.
o All products that will become Assets require instalation by a technician.
o All products are received into the Main warehouse.
4. Work Orders
o The ability to have templates for work orders; The templates will provide guidance for technicians
along with recommended products and default services.
o Once a work order is posted it should no longer show on views.
o Contoso will use the "out of the box" work order statuses to begin, though they may be changed in
later phases of the project.
5. Scheduling
o Once a work order is scheduled, do not change the time.
o Work Orders scheduled to technician(s) who do not have the desired skill set and level should show
a warning.
6. Security and access
o Safeguards must be in place for the data on the Field Service Mobile App if a technician loses his
mobile phone or tablet device, o The Field Service Administrator needs the ability to update the
defaults for the schedule assistant.
7. Accounts
o Any Service Accounts that do not have a Billing Account noted should show a warning, o Any Billing
Accounts that do not have a Price List noted should show a warning.
DRAG DROP
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.
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.
Check the image below to see the right answer:Select the answer
1 correct answer
Quiz
Question 7/107/10
Topic 2, Litware, Inc Case Study
Company structure and resources
Litware, Inc. is a home improvement retail company with stores around the world. Litware, Inc. also
offers various installation and repair services using both employees and subcontractors.
Litware, Inc. has stores located throughout the United States and Canada.
The company has three main types of stores, each offering a different combination of service
personnel.
1. DIY Stores are retail and contractor stores with supply items for electrical, lighting, and other
home improvement DIY projects.
• Delivery personnel pick up at the local warehouse for each store.
• Installers install major appliances.
2. Pro Stores offer design ideas for major home renovations.
• Designers are assigned to a department based on skills and expertise.
• Installers are assigned to a geographic region.
• Repair Technicians are all subcontractors.
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.
• Designers are assigned to a department based on skills and expertise.
• Delivery personnel pick up at the local warehouse for each store
• Installers are assigned to multiple stores in a geographic region.
• Repair technicians are all subcontractors.
• Dispatchers are assigned to all territories in a region. Dispatchers 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 have full-service licenses, while subcontractors do not K
Regions
Dispatchers can see all work request data for their region, including resources.
The Canadian regions are:
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:
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.
Customer base
Currently, all customer 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.
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 £j
• 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, 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.
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 S75 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.
o Certifications set to expire over the next 120 days should show highlighted in Yellow, o
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 ofline.
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.
o 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.
Company structure and resources
Litware, Inc. is a home improvement retail company with stores around the world. Litware, Inc. also
offers various installation and repair services using both employees and subcontractors.
Litware, Inc. has stores located throughout the United States and Canada.
The company has three main types of stores, each offering a different combination of service
personnel.
1. DIY Stores are retail and contractor stores with supply items for electrical, lighting, and other
home improvement DIY projects.
• Delivery personnel pick up at the local warehouse for each store.
• Installers install major appliances.
2. Pro Stores offer design ideas for major home renovations.
• Designers are assigned to a department based on skills and expertise.
• Installers are assigned to a geographic region.
• Repair Technicians are all subcontractors.
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.
• Designers are assigned to a department based on skills and expertise.
• Delivery personnel pick up at the local warehouse for each store
• Installers are assigned to multiple stores in a geographic region.
• Repair technicians are all subcontractors.
• Dispatchers are assigned to all territories in a region. Dispatchers 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 have full-service licenses, while subcontractors do not K
Regions
Dispatchers can see all work request data for their region, including resources.
The Canadian regions are:
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:
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.
Customer base
Currently, all customer 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.
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 £j
• 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, 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.
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 S75 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.
o Certifications set to expire over the next 120 days should show highlighted in Yellow, o
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 ofline.
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.
o 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.
DRAG DROP
Litware, Inc. needs your company to suggest a best practice for implementing multi-resource work
order scheduling for kitchen cabinet installation jobs, that includes a new, inexperienced technician.
In addition, they need a resource skilled in cabinet installation and cabinet resurfacing.
Using the requirements provided, 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.
Litware, Inc. needs your company to suggest a best practice for implementing multi-resource work
order scheduling for kitchen cabinet installation jobs, that includes a new, inexperienced technician.
In addition, they need a resource skilled in cabinet installation and cabinet resurfacing.
Using the requirements provided, 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.
Check the image below to see the right answer:Select the answer
1 correct answer
Quiz
Question 8/108/10
Topic 2, Litware, Inc Case Study
Company structure and resources
Litware, Inc. is a home improvement retail company with stores around the world. Litware, Inc. also
offers various installation and repair services using both employees and subcontractors.
Litware, Inc. has stores located throughout the United States and Canada.
The company has three main types of stores, each offering a different combination of service
personnel.
1. DIY Stores are retail and contractor stores with supply items for electrical, lighting, and other
home improvement DIY projects.
• Delivery personnel pick up at the local warehouse for each store.
• Installers install major appliances.
2. Pro Stores offer design ideas for major home renovations.
• Designers are assigned to a department based on skills and expertise.
• Installers are assigned to a geographic region.
• Repair Technicians are all subcontractors.
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.
• Designers are assigned to a department based on skills and expertise.
• Delivery personnel pick up at the local warehouse for each store
• Installers are assigned to multiple stores in a geographic region.
• Repair technicians are all subcontractors.
• Dispatchers are assigned to all territories in a region. Dispatchers 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 have full-service licenses, while subcontractors do not K
Regions
Dispatchers can see all work request data for their region, including resources.
The Canadian regions are:
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:
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.
Customer base
Currently, all customer 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.
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 £j
• 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, 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.
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 S75 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.
o Certifications set to expire over the next 120 days should show highlighted in Yellow, o
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 ofline.
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.
o 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.
Company structure and resources
Litware, Inc. is a home improvement retail company with stores around the world. Litware, Inc. also
offers various installation and repair services using both employees and subcontractors.
Litware, Inc. has stores located throughout the United States and Canada.
The company has three main types of stores, each offering a different combination of service
personnel.
1. DIY Stores are retail and contractor stores with supply items for electrical, lighting, and other
home improvement DIY projects.
• Delivery personnel pick up at the local warehouse for each store.
• Installers install major appliances.
2. Pro Stores offer design ideas for major home renovations.
• Designers are assigned to a department based on skills and expertise.
• Installers are assigned to a geographic region.
• Repair Technicians are all subcontractors.
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.
• Designers are assigned to a department based on skills and expertise.
• Delivery personnel pick up at the local warehouse for each store
• Installers are assigned to multiple stores in a geographic region.
• Repair technicians are all subcontractors.
• Dispatchers are assigned to all territories in a region. Dispatchers 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 have full-service licenses, while subcontractors do not K
Regions
Dispatchers can see all work request data for their region, including resources.
The Canadian regions are:
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:
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.
Customer base
Currently, all customer 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.
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 £j
• 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, 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.
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 S75 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.
o Certifications set to expire over the next 120 days should show highlighted in Yellow, o
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 ofline.
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.
o 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.
All delivery charges must be automatically added to any Delivery work order, and the price must be
set and locked. The delivery charge must be set up in a way so that it is invoiced upon delivery
completion.
Which three steps should you take to set up the invoice? Each correct answer presents part of the
solution. NOTE: Each correct selection is worth one point.
set and locked. The delivery charge must be set up in a way so that it is invoiced upon delivery
completion.
Which three steps should you take to set up the invoice? Each correct answer presents part of the
solution. NOTE: Each correct selection is worth one point.
Select multiple answer: (Choose 3)Select the answer
3 correct answersA.
Create a Delivery Charge Product Record. Set Field Service Product Type to Service.
B.
Create a business rule to set the Delivery Charge work order product record line status to Used, and ensure Unit Amount is 75.00 Make Quantity and Amount fields read only
C.
Add the Delivery Charge product to the delivery incident type. Set Quantity to 1
D.
Create a Delivery Charge Product Record. Set Field Service Product Type to Non-Inventory.
E.
Create a business rule to set the Delivery Charge work order service line status to Used, set Duration to 1 hour and Amount to $75.00. Make Duration and Sale Amount details read only with the business rule.
Quiz
Question 9/109/10
Topic 2, Litware, Inc Case Study
Company structure and resources
Litware, Inc. is a home improvement retail company with stores around the world. Litware, Inc. also
offers various installation and repair services using both employees and subcontractors.
Litware, Inc. has stores located throughout the United States and Canada.
The company has three main types of stores, each offering a different combination of service
personnel.
1. DIY Stores are retail and contractor stores with supply items for electrical, lighting, and other
home improvement DIY projects.
• Delivery personnel pick up at the local warehouse for each store.
• Installers install major appliances.
2. Pro Stores offer design ideas for major home renovations.
• Designers are assigned to a department based on skills and expertise.
• Installers are assigned to a geographic region.
• Repair Technicians are all subcontractors.
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.
• Designers are assigned to a department based on skills and expertise.
• Delivery personnel pick up at the local warehouse for each store
• Installers are assigned to multiple stores in a geographic region.
• Repair technicians are all subcontractors.
• Dispatchers are assigned to all territories in a region. Dispatchers 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 have full-service licenses, while subcontractors do not K
Regions
Dispatchers can see all work request data for their region, including resources.
The Canadian regions are:
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:
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.
Customer base
Currently, all customer 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.
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 £j
• 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, 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.
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 S75 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.
o Certifications set to expire over the next 120 days should show highlighted in Yellow, o
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 ofline.
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.
o 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.
Company structure and resources
Litware, Inc. is a home improvement retail company with stores around the world. Litware, Inc. also
offers various installation and repair services using both employees and subcontractors.
Litware, Inc. has stores located throughout the United States and Canada.
The company has three main types of stores, each offering a different combination of service
personnel.
1. DIY Stores are retail and contractor stores with supply items for electrical, lighting, and other
home improvement DIY projects.
• Delivery personnel pick up at the local warehouse for each store.
• Installers install major appliances.
2. Pro Stores offer design ideas for major home renovations.
• Designers are assigned to a department based on skills and expertise.
• Installers are assigned to a geographic region.
• Repair Technicians are all subcontractors.
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.
• Designers are assigned to a department based on skills and expertise.
• Delivery personnel pick up at the local warehouse for each store
• Installers are assigned to multiple stores in a geographic region.
• Repair technicians are all subcontractors.
• Dispatchers are assigned to all territories in a region. Dispatchers 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 have full-service licenses, while subcontractors do not K
Regions
Dispatchers can see all work request data for their region, including resources.
The Canadian regions are:
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:
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.
Customer base
Currently, all customer 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.
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 £j
• 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, 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.
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 S75 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.
o Certifications set to expire over the next 120 days should show highlighted in Yellow, o
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 ofline.
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.
o 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.
DRAG DROP
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.
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.
Check the image below to see the right answer:Select the answer
1 correct answer
Quiz
Question 10/1010/10
Topic 2, Litware, Inc Case Study
Company structure and resources
Litware, Inc. is a home improvement retail company with stores around the world. Litware, Inc. also
offers various installation and repair services using both employees and subcontractors.
Litware, Inc. has stores located throughout the United States and Canada.
The company has three main types of stores, each offering a different combination of service
personnel.
1. DIY Stores are retail and contractor stores with supply items for electrical, lighting, and other
home improvement DIY projects.
• Delivery personnel pick up at the local warehouse for each store.
• Installers install major appliances.
2. Pro Stores offer design ideas for major home renovations.
• Designers are assigned to a department based on skills and expertise.
• Installers are assigned to a geographic region.
• Repair Technicians are all subcontractors.
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.
• Designers are assigned to a department based on skills and expertise.
• Delivery personnel pick up at the local warehouse for each store
• Installers are assigned to multiple stores in a geographic region.
• Repair technicians are all subcontractors.
• Dispatchers are assigned to all territories in a region. Dispatchers 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 have full-service licenses, while subcontractors do not K
Regions
Dispatchers can see all work request data for their region, including resources.
The Canadian regions are:
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:
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.
Customer base
Currently, all customer 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.
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 £j
• 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, 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.
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 S75 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.
o Certifications set to expire over the next 120 days should show highlighted in Yellow, o
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 ofline.
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.
o 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.
Company structure and resources
Litware, Inc. is a home improvement retail company with stores around the world. Litware, Inc. also
offers various installation and repair services using both employees and subcontractors.
Litware, Inc. has stores located throughout the United States and Canada.
The company has three main types of stores, each offering a different combination of service
personnel.
1. DIY Stores are retail and contractor stores with supply items for electrical, lighting, and other
home improvement DIY projects.
• Delivery personnel pick up at the local warehouse for each store.
• Installers install major appliances.
2. Pro Stores offer design ideas for major home renovations.
• Designers are assigned to a department based on skills and expertise.
• Installers are assigned to a geographic region.
• Repair Technicians are all subcontractors.
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.
• Designers are assigned to a department based on skills and expertise.
• Delivery personnel pick up at the local warehouse for each store
• Installers are assigned to multiple stores in a geographic region.
• Repair technicians are all subcontractors.
• Dispatchers are assigned to all territories in a region. Dispatchers 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 have full-service licenses, while subcontractors do not K
Regions
Dispatchers can see all work request data for their region, including resources.
The Canadian regions are:
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:
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.
Customer base
Currently, all customer 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.
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 £j
• 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, 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.
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 S75 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.
o Certifications set to expire over the next 120 days should show highlighted in Yellow, o
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 ofline.
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.
o 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.
A new service technician was recently hired on at Litware, Inc. and is assigned to the HVAC team. The
service technician is still learning about the job and the units the company sells and services.
The service technician has been assigned to a repair work order for a unit. Upon arrival and
inspection, the service technician turns off the one circuit breaker to the unit, but is not sure what
should be done next. The service technician makes a phone call to the internal help team, but they
aren't sure how to provide guidance as they cannot see what exactly the service technician is looking
at and the service technician cannot describe it.
What should the company implement to handle this sort of issue?
service technician is still learning about the job and the units the company sells and services.
The service technician has been assigned to a repair work order for a unit. Upon arrival and
inspection, the service technician turns off the one circuit breaker to the unit, but is not sure what
should be done next. The service technician makes a phone call to the internal help team, but they
aren't sure how to provide guidance as they cannot see what exactly the service technician is looking
at and the service technician cannot describe it.
What should the company implement to handle this sort of issue?
Select the answer:Select the answer
1 correct answerA.
Microsoft Dynamics 365 Guides
B.
Microsoft Dynamics 365 Remote Assist
C.
Microsoft Teams
D.
Resource Scheduling Optimization
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