Amazon
Avaya
Checkpoint
Cisco®
CompTIA
CrowdStrike
EC-Council
EXIN
Fortinet
Google
ISC
ISC2
ITIL®
Juniper
Microsoft
Okta
Palo Alto Networks
Salesforce
All Vendors
  1. Home
  2. Microsoft
  3. MB-240

Microsoft MB-240 Exam (page: 4)
Microsoft Dynamics 365 for Field Service
Updated on: 25-Dec-2025

Viewing Page 4 of 23
MB-240 PDF 320 Questions

You are implementing a Microsoft Dynamics 365 Field Service solution for a customer who has the Field Service Dispatcher security role.

You recently built a custom work order form, but the customer is having trouble viewing it when they log into Dynamics 365. You confirm that the form is set to Display to Everyone, but the customer is still not able to see the form.

You need to resolve this issue.
What should you do before selecting Save and Publish?


  1. 1. Navigate to the app designer.
    2. In the site map designer, ensure the work order area is present.

  2. 1. Navigate to the app designer.
    2. Under the work order, ensure the custom form is set to be visible.

  3. 1. Navigate to the work order form.
    2. Select Enable Security Roles
    3. Ensure Enabled for Fallback is selected.

  4. 1. Navigate to the work order form.
    2. Select Enable Security Roles and Display to only these selected Security Roles
    3. Ensure the Field Service Dispatcher role is applied to the form.

Answer(s): C

Explanation:

Assign security roles to a form to more finely control access

Control form and field access by assigning different security roles to different forms you create.

1. Make sure you have the System Administrator security role or equivalent permissions in Microsoft Dynamics 365.

2. Go to Settings > Customizations.

3. Choose Customize the System.

4. Enable security roles.

a) Under Components, expand Entities, and then expand the entity you want.
B) Choose Forms. In the list, choose a form to edit it if it has a form type of Main.
c) On the Home tab, in the Form group, choose Enable Security Roles.

5. Assign security roles.

a) In the Assign Security Roles dialog box, select the security roles to which this form will be available.
b) To make this the fallback form, select the Enabled for fallback check box.
At least one form per entity must be a fallback form (the form that is displayed to a user when no other form is available for that user's security role).
c) Choose OK.

6. Etc.


Reference:

https://learn.microsoft.com/en-us/dynamics365/customerengagement/on-premises/admin/assign-security-roles-form



Your company hires a consultant to help them determine the best way to efficiently dispatch the best technicians to customer sites.

The consultant suggests that for phase one, your company should use a proficiency model that includes four ratings:

-In Training, rating 1
-Familiar, rating 3
-Proficient, rating 5
-Expert, rating 7

You need to evaluate this proficient model.
Which three statements apply to this proficiency model? Each correct answer presents a complete solution.

NOTE: Each correct selection is worth one point.

  1. This proficiency model would need to be created.
  2. This proficiency model can be created even though the ratings numbers have gaps.
  3. This proficiency model cannot be created because the ratings numbers have gaps.
  4. This information above is all that is needed to create a proficiency model.
  5. There are multiple proficiency models available “out of the box” and you must choose one of them.

Answer(s): A,B,D

Explanation:

Set up proficiency models (Project Service)

Use proficiency models to rate resources
Skills for resources are rated by proficiency models. The individual ratings are in a proficiency model.

1. To create a proficiency model, go to Resources > Proficiency Models, and then select New.
2. In the new rating model, specify the minimum rating value, the maximum rating value, and the entity that is being rated.
3. In the Rating Values subgrid, you can define the different rating values, from the minimum to the maximum.



These rating values are shown on the Resource Requirements, Schedule Board, and Schedule Assistant filters.


Reference:

https://learn.microsoft.com/en-us/dynamics365/project-operations/psa/resource-management-skills-proficiency



You are installing and setting up the Remote Assist model-driven app for your customer.
You need to advise the customer on the actions available in the model-driven app.

Which three actions can be taken in the model-driven app? Each correct answer presents a complete solution.

NOTE: Each correct selection is worth one point.

  1. Invite an external user to join a one-time call.
  2. Create asset records.
  3. Assign Remote Assist licenses.
  4. Enable the Remote Assist Calls Dashboard.
  5. Enable Remote Assist offline storage capacity.
  6. Assign Remote Assist security roles.

Answer(s): A,B,D

Explanation:

A: You can invite a user to join a one-time call in Dynamics 365 Remote Assist
B: You can create new asset records in Dynamics 365 Remote Assist.
D: Enabling the Calls Dashboard
1. In the Dynamics 365 Remote Assist model-driven app, under Change area, select Settings.
2. Under Analytics and Insights, select Settings, and then select Manage.
3. Move the slider to the right to enable the dashboard.


Reference:

https://learn.microsoft.com/en-us/dynamics365/mixed-reality/remote-assist/one-time-call
https://learn.microsoft.com/en-us/dynamics365/mixed-reality/remote-assist/asset-capture-create-asset
https://learn.microsoft.com/en-us/dynamics365/mixed-reality/remote-assist/calls-dashboard



DRAG DROP (Drag and Drop is not supported)
You are configuring Microsoft Dynamics 365 for a hotel chain.

The hotel managers want to make traveler reservations by first checking for specific date range availability, and then assigning the traveler to a specific room when they arrive. Furthermore, hotel managers want to overbook the hotel to account for expected cancellations.

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.

  1. See Explanation section for answer.

Answer(s): A

Explanation:




Microsoft Dynamics 365 bookable resource pool
Resource pool scheduling
Resource pool scheduling allows you to assemble groups of similar resources to manage capacity and give schedulers the option to assign specific resources at a later time.

Resource pool scheduling is useful for several scenarios, including:

To avoid being forced to book specific resources up front, and instead book the “resource pool” while ensuring no over-commitment. For example, a hotel must search for generic room availability, but travelers aren't assigned a specific room until they arrive at the hotel.

Step 1: Create a bookable resource with type pool and pool type as "Facility" and add pool members (rooms).
First create a resource pool
1. From either the Field Service or Universal Resource Scheduling solution, go to Resources > Active Bookable Resources view > select +New.
2. Set Resource Type to Pool. A new field will appear called “Pool Type.”
3. Etc.

The add pool members
Members can be added to a pool through the bookable resource group entity (bookableresourcegroup).

Step 2: Manually add additional capacity
1. While on the hotel pool resource, go to Show Working Hours at the top of the form.
2. Select Show Capacity.
3. Enter the desired capacity. In this example, we use a capacity of six though our pool has only five child resources (in other words, five rooms).

Step 3: Create and book the resource requirement for the Resource Pool
Create a single requirement
Now we'll create a requirement to represent a reservation for a traveler.

Then Book the pool.

Select Book at the top of the requirement form to trigger the schedule assistant. Up to six requirements (reservations) can be booked for a single time slot.

Step 4: Reassign reservations to specific room within the hotel pool
Reassign bookings
Reassign the hotel pool bookings to specific rooms with the three methods:
-Manually drag and drop
-Substitution
-Rebook


Reference:

https://learn.microsoft.com/en-us/dynamics365/field-service/resource-pools




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

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

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

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

Overview. Company structure
Litware, Inc. is a multi-national home improvement retail company with stores around the world. Litware, Inc. also offers various installation and repair services using a combination of employees and subcontractors.

Litware, Inc. has stores located throughout the United States and Canada. The company has three main types of stores:

1. DIY Stores are retail and contractor stores with supply items for DIY projects.
-Offer electrical, lightning and other home improvement items.
-Only offer delivery and installation services for major appliances.

2. Pro Stores offer design ideas for major home renovations.
-Staffed with design experts for every major category, expert installation services, service technicians, and site coordinators.

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.

Overview. Staff
Each type of store has a different combination of designers, service technicians and installers.

DIY Stores
• Installers
- Work 8am-6pm Monday to Friday.
- Saturdays and Sundays are generally off days.
• Delivery
- Pick up at the local warehouse for each store.
- Delivery personnel have a rotating work schedule. Monday to Friday every other week. Wednesday to Sunday every other week.

Pro Stores
• Designers
- Work various hours and days of the week.
- Assigned to a department based on skills and expertise.
• Installers
- Work 8am-6pm Monday to Friday.
- Assigned to a geographic region.
• Repair Technicians
- Normal work hours 8am-6pm Monday to Friday.
- Nights and weekends for emergencies only, based on availability.
- These are all subcontractors.

Home Improvement Stores
• Designers
- Assigned to a department based on skills and expertise.
• Delivery
- Pick up at the local warehouse for each store.
- Delivery personnel have a rotating work schedule. Monday to Friday every other week. Wednesday to Sunday every other week.
• Installers
- Work 8am-6pm Monday to Friday.
- Assigned to multiple stores in a geographic region.
• Repair Technicians
- Normal work hours 8am-6pm Monday to Friday.
- Nights and weekends for emergencies only, based on availability.
- These are all subcontractors.
• Dispatchers
- Assigned to all territories in the region.
- 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 will have full-service licenses, while subcontractors will not.

Overview. Regions
Dispatchers can see all work request data for their region, including resources.

The United States regions are:


Canadian regions are broken down by province where Litware, Inc. either has stores or provides services:


Existing Environment. 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:



Existing Environment. 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.

Existing Environment. Customer base
Currently all customers and their 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.
-Some are Non-Profit Organizations (NPOs) and they receive a flat 15% discount.

Requirements. 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
-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, NPO, 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.

System
-Geocoding will be activated throughout the system.
-Territories will be used for Accounts, Resources and Work Orders.
-Enable SharePoint integration.

Requirements. 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 $75 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.
-Certifications set to expire over the next 120 days should show highlighted in Yellow.
-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 offline.

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.
-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.

Accounts
-NPO customers should be assigned the NPO pricing.
-NPO customers are tax exempt. They are the only customers that do not get charged tax on products or services.
-Construction-Based customers should be assigned the Construction-based pricing.
-

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?

  1. Microsoft Teams
  2. Microsoft Dynamics 365 Remote Assist
  3. Microsoft Dynamics 365 Guides
  4. Resource Scheduling Optimization

Answer(s): B

Explanation:

Use cases
-> * Collaborative maintenance and repair: Empower technicians to solve problems faster the first time with Microsoft Dynamics 365 Remote Assist. By using heads-up video calling on Microsoft
HoloLens and mobile devices, technicians can receive guidance in context from remote collaborators.

* Remote inspections: Empower onsite inspectors to collaborate with remote inspectors to evaluate and document asset quality.

* Knowledge sharing and training: Document repairs via photos and videos and share them with the rest of your organization.


Reference:

https://learn.microsoft.com/en-us/dynamics365/mixed-reality/remote-assist/ra-overview



You are a Dynamics 365 for Field Service Dispatcher reviewing automatically generated bookings for optimization of the schedule.
You notice that, for certain customers, Work Orders are being generated without service tasks, products, or services, when they should have them documented from the Agreement.
Which two of the following should you troubleshoot? Each correct answer presents part of the solution.

  1. Incident Type contains appropriate Service Tasks, Products, and Services.
  2. Incident Type field "Copy Incident Items to Agreement" is marked "Yes".
  3. Agreement Booking Setup field "Auto Generate Work Order" is marked "Yes".
  4. Agreement Booking Setup contains appropriate Service Tasks, Products, and Services

Answer(s): B,D



DRAG DROP (Drag and Drop is not supported)
You are a Dynamics 365 Field Service Administrator.
Your organization wants to use Incident Types with Work Orders.
You need to create and configure Incident. Types based on the provided scenarios.
Which Incident Type feature should you use with each scenario? To answer, drag the appropriate Incident Type feature to the appropriate scenario. Each feature 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 the content.
NOTE: Each correct selection is worth one point.

  1. See Explanation section for answer.

Answer(s): A

Explanation:



DRAG DROP (Drag and Drop is not supported)
You are a Dynamics 365 for Field Service Administrator.
You are setting up a new Incident Type. There are no service tasks or products created that are related to this incident.
Which seven actions should you perform in sequence to add these services? To answer, move the appropriate actions from the list of actions to the answer area and arrange them in the correct order. NOTE: More than one order of answer choices is correct. You will receive credit for any of the correct orders you select.

  1. See Explanation section for answer.

Answer(s): A

Explanation:


Reference:

https://docs.microsoft.com/en-us/dynamics365/customer-engagement/field-service/configure-incident-types



Viewing Page 4 of 23



Share your comments for Microsoft MB-240 exam with other users:

Jagadesh 12/16/2025 9:57:10 AM

Good explanation
INDIA


shobha 11/29/2025 2:19:59 AM

very helpful
INDIA


Pandithurai 11/12/2025 12:16:21 PM

Question 1, Ans is - Developer,Standard,Professional Direct and Premier
Anonymous


Einstein 11/8/2025 4:13:37 AM

Passed this exam in first appointment. Great resource and valid exam dump.
Anonymous


David 10/31/2025 4:06:16 PM

Today I wrote this exam and passed, i totally relay on this practice exam. The questions were very tough, these questions are valid and I encounter the same.
UNITED STATES


Thor 10/21/2025 5:16:29 AM

Anyone used this dump recently?
NEW ZEALAND


Vladimir 9/25/2025 9:11:14 AM

173 question is A not D
Anonymous


khaos 9/21/2025 7:07:26 AM

nice questions
Anonymous


Katiso Lehasa 9/15/2025 11:21:52 PM

Thanks for the practice questions they helped me a lot.
Anonymous


Einstein 9/2/2025 7:42:00 PM

Passed this exam today. All questions are valid and this is not something you can find in ChatGPT.
UNITED KINGDOM


vito 8/22/2025 4:16:51 AM

i need to pass exam for VMware 2V0-11.25
Anonymous


Matt 7/31/2025 11:44:40 PM

Great questions.
UNITED STATES


OLERATO 7/1/2025 5:44:14 AM

great dumps to practice for the exam
SOUTH AFRICA


Adekunle willaims 6/9/2025 7:37:29 AM

How reliable and relevant are these questions?? also i can see the last update here was January and definitely new questions would have emerged.
Anonymous


Alex 5/24/2025 12:54:15 AM

Can I trust to this source?
Anonymous


SPriyak 3/17/2025 11:08:37 AM

can you please provide the CBDA latest test preparation
UNITED STATES


Chandra 11/28/2024 7:17:38 AM

This is the best and only way of passing this exam as it is extremely hard. Good questions and valid dump.
INDIA


Sunak 1/25/2025 9:17:57 AM

Can I use this dumps when I am taking the exam? I mean does somebody look what tabs or windows I have opened ?
BULGARIA


Frank 2/15/2024 11:36:57 AM

Finally got a change to write this exam and pass it! Valid and accurate!
CANADA


Anonymous User 2/2/2024 6:42:12 PM

Upload this exam please!
Anonymous


Nicholas 2/2/2024 6:17:08 PM

Thank you for providing these questions. It helped me a lot with passing my exam.
Anonymous


Timi 8/19/2023 5:30:00 PM

my first attempt
UNITED KINGDOM


Blessious Phiri 8/13/2023 10:32:00 AM

very explainable
Anonymous


m7md ibrahim 5/26/2023 6:21:00 PM

i think answer of q 462 is variance analysis
Anonymous


Tehu 5/25/2023 12:25:00 PM

hi i need see questions
Anonymous


Ashfaq Nasir 1/17/2024 1:19:00 AM

best study material for exam
Anonymous


Roberto 11/27/2023 12:33:00 AM

very interesting repository
ITALY


Nale 9/18/2023 1:51:00 PM

american history 1
Anonymous


Tanvi 9/27/2023 4:02:00 AM

good level of questions
Anonymous


Boopathy 8/17/2023 1:03:00 AM

i need this dump kindly upload it
Anonymous


s_123 8/12/2023 4:28:00 PM

do we need c# coding to be az204 certified
Anonymous


Blessious Phiri 8/15/2023 3:38:00 PM

excellent topics covered
Anonymous


Manasa 12/5/2023 3:15:00 AM

are these really financial cloud questions and answers, seems these are basic admin question and answers
Anonymous


Not Robot 5/14/2023 5:33:00 PM

are these comments real
Anonymous