Published: April 26, 2012
Languages: English
Audiences: Information workers
Technology: Microsoft Dynamics AX 2012
Credit toward certification: MCTS

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. View video tutorials about the variety of question types on Microsoft exams.

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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

Preparation resources
Working with service agreements [Microsoft Dynamics AX 2012]
Create service agreements [Microsoft Dynamics AX 2012]
Create service-agreement lines manually [Microsoft Dynamics AX 2012]

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

Preparation resources
Create service orders manually [Microsoft Dynamics AX 2012]
Create or modify service orders and repair lines [Microsoft Dynamics AX 2012]
Create service orders automatically [Microsoft Dynamics AX 2012]

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

Preparation resources
About Service Level Agreements [Microsoft Dynamics AX 2012]
Create service agreement groups [Microsoft Dynamics AX 2012]

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

Preparation resources
About the Dispatch board [Microsoft Dynamics AX 2012]
Set up service activity types [Microsoft Dynamics AX 2012]
Dispatch board (form) [Microsoft Dynamics AX 2012]

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

Preparation resources
About repair management [Microsoft Dynamics AX 2012]
Service management – Repair configuration key (SMARepair) [Microsoft Dynamics AX 2012]
View service repair lines [Microsoft Dynamics AX 2012]

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

Preparation resources
Create a template BOM [Microsoft Dynamics AX 2012]
Setting up and maintaining bills of materials [Microsoft Dynamics AX 2012]
Modify a service BOM [Microsoft Dynamics AX 2012]

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

Preparation resources
About service subscriptions [Microsoft Dynamics AX 2012]
About subscription groups [Microsoft Dynamics AX 2012]
Accrue subscription revenue [Microsoft Dynamics AX 2012]

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

Preparation resources
What’s new: Enterprise Portal in Microsoft Dynamics AX 2012
About Enterprise Portal roles and user groups
Verify a service web order and assign it to a technician [Microsoft Dynamics AX 2012]

You are reviewing a service order to determine whether it is in compliance with the associated service level agreement.
What does the Compliance value shown in the service order header represent?

A. The number of hours of work completed on the service order.
B. The percentage of hours remaining compared to the limit of the service level agreement.
C. The percentage of hours completed on the service order compared to the limit of the service level agreement.
D. The number of hours remaining within the limit of the service level agreement.

Answer: C


You are configuring service level agreements in Microsoft Dynamics AX 2012.
What is the purpose of the Calendar setting on a service level agreement?

A. To determine whether a service order can be automatically created for the service agreement
B. To determine the start time of an incoming service order.
C. To determine the sign-off date of an incoming service order.
D. To determine whether the status of an incoming service order will be set to Started.

Answer: A


You suspend a service level agreement (SLA) in Microsoft Dynamics AX 2012.
What is the result?

A. The SLA cannot be assigned to service agreements or service agreement groups.
B. The SLA cannot be assigned to service agreements but can be assigned to service agreement groups
C. The SLA cannot be assigned to service agreements but can be assigned to service orders.
D. The SLA cannot be assigned to service agreements or service orders.

Answer: A


Which of the following is a result of cancelling the service level agreement on a service order in Microsoft Dynamics AX 2012?

A. The service order is signed off.
B. The status is set to blank.
C. The time recording records are deleted.
D. The service stage is set to Cancel.

Answer: C


You are working with service orders in Microsoft Dynamics AX 2012.
In which situation will advancing the service order stage stop time recording?

A. If Stop time recording is selected for the service stage.
B. If the service order has no lines.
C. If the service order stage is changed to Cancel.
D. If Cancel is selected for the service stage.

Answer: A


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