Discover three effective ways to enhance documentation during service calls in Microsoft Dynamics 365 Field Service. Learn how Remote Assist integration, call details, and recording can streamline knowledge sharing and training for better operational efficiency.
Table of Contents
Question
A field service organization is using Microsoft Dynamics 365 Field Service and has recently integrated Remote Assist to enhance collaboration between onsite technicians and remote experts. The organization has noticed that while the integration has improved operational efficiency, there is still a gap in documenting complex issues encountered during service calls, which affects knowledge sharing and future training. You need to evaluate the current integration setup and recommend enhancements to ensure that detailed documentation of complex issues is captured effectively during service calls. What are three ways to achieve this goal? Each correct answer presents a complete solution. Choose 3.
A. Configure Remote Assist to automatically suggest the support contact listed on the work order for streamlined communication.
B. Disable the Dynamics 365 integration on the Field Service Mobile app to prevent automatic data sharing.
C. Enable technicians to post call details as activities to the work order timeline, including annotations and shared files.
D. Implement a process to record Remote Assist calls and store them in Microsoft Stream for review and training purposes.
E. Restrict the use of Remote Assist to only HoloLens devices to ensure higher quality annotations.
Answer
A. Configure Remote Assist to automatically suggest the support contact listed on the work order for streamlined communication.
C. Enable technicians to post call details as activities to the work order timeline, including annotations and shared files.
D. Implement a process to record Remote Assist calls and store them in Microsoft Stream for review and training purposes.
Explanation
Recording Remote Assist calls and storing them in Microsoft Stream allows for the capture of detailed issue resolution processes, which can be used for review and training, making option D correct. Posting call details as activities to the work order timeline ensures that all relevant information from the service call is documented within Dynamics 365 Field Service, making option C correct. Configuring Remote Assist to suggest the support contact enhances the efficiency of reaching out to the right expert, making option A correct. Disabling the Dynamics 365 integration would hinder the documentation process, making option B incorrect. Restricting the use of Remote Assist to only HoloLens devices is not necessary for improving documentation and could limit accessibility, making option E incorrect.
Microsoft Dynamics 365 Field Service Functional Consultant MB-240 certification exam assessment practice question and answer (Q&A) dump including multiple choice questions (MCQ) and objective type questions, with detail explanation and reference available free, helpful to pass the Microsoft Dynamics 365 Field Service Functional Consultant MB-240 exam and earn Microsoft Dynamics 365 Field Service Functional Consultant MB-240 certification.