Microsoft Dynamics AX 2012 Service Management

Code: MB6-889

Exam MB6-889 - Microsoft Dynamics AX 2012 Service Management

Skills measured

This exam measures your ability to accomplish the technical tasks listed below. The percentages indicate the relative weight of each major topic area on the exam. The higher the percentage, the more questions you are likely to see on that content area on the exam.

Please note that the questions may test on, but will not be limited to, the topics described in the bulleted text.

Manage service agreements (13%)

  • Create a service agreement header
    • Understand the use and impact of project management, project accounting and validation settings; set up project or category validation; set up or use service agreement groups; create service agreement headers
  • Create service agreement lines
    • Create new service agreement lines, search for service agreement lines to copy, understand the concept of service objects, set up service object groups, create service tasks, create service object relations or service task relations, specify service task notes
  • Create a service agreement from another source
    • Copy lines from another service agreement, create service templates and service template groups, copy a service template into a service agreement, create a service agreement from a sales order

Manage service orders (13%)

  • Set up service parameters
    • Define settings for service order creation, set up service order default activities, set up service stages, set up and view stage reason codes
  • Create a service order manually
    • Create service order headers, create service orders or service order lines manually, create service object relations or service task relations with service orders, create CRM activities when creating service orders
  • Create a service order automatically
    • Combine service orders, describe service intervals, describe and use time windows, create a service order from a service agreement or sales order
  • Manage a service order
    • Process service orders; create item requirements; cancel or delete service orders; post a service order from a service order, service agreement, or project; post a service order to a project; invoice service orders

Manage Service Level Agreements (SLAs) (12%)

  • Set up SLAs
    • Create SLAs, view information about SLAs and service orders, create service agreement groups, filter service agreements by group
  • Set up time recording
    • Start, stop, and restart time recording; create reason codes; understand the process of service order sign-off; define the different service order stages; use service order stages to stop time recording

Manage the Service Dispatcher (14%)

  • Set up the Dispatch board
    • Set a preferred technician, create activity types, create dispatch teams and assign resources, describe the concept of color-based priorities, set the default date interval on the Dispatch board
  • Manage service orders by using the Dispatch board
    • Describe service order integration, create new service orders and assign activity types, set a default start time on service order headers, set default values on service orders
  • Manage activities by using the Dispatch board
    • Describe activity management in the Dispatch board, create activities on lines, perform typical activity actions, assign time values to activities, reassign activities, change time assignments, monitor activities, view undispatched activities, jump between forms to view activities

Manage repairs (12%)

  • Set up a management process
    • Understand the repair management process; set up or define symptom areas, symptom codes, and conditions for specified symptoms; set up diagnosis areas and diagnosis codes
  • Diagnose and repair
    • Set up resolutions and repair stages, create and finish repair lines, create service order transactions for repairs

Manage bills of materials (BOMs) versioning (11%)

  • Create and modify a template BOM
    • Create or modify template BOMs
  • Create and modify a service BOM
    • Create service BOMs, describe the functions available for service BOMs, move a service BOM from one service object relation to another, update service BOMs, view service BOM reports, replace component items, modify service BOMs by using the BOM Designer

Manage service subscriptions (12%)

  • Create and modify subscriptions and transactions
    • Create subscription groups, subscription fee categories, or subscriptions; create and invoice projects; create or adjust subscription fee transactions; set up or update an indexed base price for a subscription
  • Manage subscription revenue
    • Invoice subscription fee transactions, create credit notes for subscription transactions, accrue revenue from subscription fee transactions, reverse subscription accruals, examine ledger transactions and posting of accrued revenue, set up subscription parameters

Manage services in the Enterprise Portal (13%)

  • Manage service orders in the Enterprise Portal for technicians
    • Describe service order management in the Enterprise Portal; create, access, or edit service orders; create or edit service order lines; create repair lines; view repair lines, object relation lines, and task relation lines; view service agreements; describe Role Center concepts
  • Manage service orders in the Enterprise Portal for customers
    • Access and view the status of service orders in the Enterprise Portal, create service orders, view subscriptions, review web service orders, transfer web service orders to the service orders form

Guaranteed to Run

2018-03-19 09:00 to 2018-03-23 17:00
Attend Online
2018-03-19 09:00 to 2018-03-24 17:00
NYC-23rd Street (Virtual Instructor-Led)
2018-03-19 09:00 to 2018-03-24 17:00
Mid-Town New York City (Virtual Instructor-Led)
2018-03-14 09:00 to 2018-03-16 17:00
Fort Lauderdale, Florida (Virtual Instructor-Led)
2018-03-07 09:00 to 2018-03-09 17:00
Fort Lauderdale, Florida (Virtual Instructor-Led)
2018-03-07 09:00 to 2018-03-09 17:00
Northern New Jersey (Virtual Instructor-Led)

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