On this page:

• Target Audience.
• Exam Specifics.
• Exam Preparation Tools.
• Exam Topics.

Target Audience

This exam is intended for individuals who plan to use service management features in Microsoft Dynamics AX 2012. This audience typically includes sales consultants, implementation consultants, and Microsoft Dynamics AX 2012 users who are in the service industries.

Exam Specifics

Skills Being Measured:

This certification exam measures your ability to understand and articulate how to use Service Industry business processes and functions in Microsoft Dynamics AX 2012 including managing service agreements, managing service orders, managing service level agreements (SLAs), managing the dispatch board, managing repairs, managing bill of materials (BOM) versioning, managing service subscriptions, and managing services in the Enterprise Portal.

Time Requirements & Questions:

Microsoft Dynamics exam times typically range between 60 – 160 minutes. Note that this time does not include any additional time required for validating your identification, reviewing instructions, providing comments, and calculating your score.

Microsoft Dynamics exams typically contain between 40 – 75 Multiple Choice and Multiple Answer questions.

Registration:

Register for Prometric Exam #MB6-889: Microsoft Dynamics AX 2012 – Service Management Certification Exam at Prometric

Exam Preparation Tools

In addition to your hands-on experience working with the product, we highly recommend using the following tools and training to help you prepare for this exam:

Training Materials:

Course 80414: Service Management in Microsoft Dynamics AX 2012

Instructor-Led Training (Please check with your region to verify instructor-led training availability):

Course 80414: Service Management in Microsoft Dynamics AX 2012

E-Learning:

Course 80414: Service Management in Microsoft Dynamics AX 2012
Note: It is strongly recommended that Training Materials be used in conjunction with the corresponding e-learning listed above to prepare for a certification exam.

Supplemental Learning Resources:

Online Help within the Microsoft Dynamics AX 2012 product.

Additional Skills Recommended:

General working knowledge of service management processes and the Microsoft Dynamics AX Service Management module functionalities.

Exam Topics

Managing Service Agreements – 13%

Create a service agreement header.

This topic may include:

• 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.

This topic may include:

• 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.

This topic may include:

• 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.

Managing Service Orders – 13%

Set up service parameters.

This topic may include:

• 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.

This topic may include:

• 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.

This topic may include:

• 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

This topic may include:

• 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.

Managing Service Level Agreements (SLAs) – 12%

Set up SLAs.

This topic may include:

• create SLAs.
• view information about SLAs and service orders.
• create service agreement groups.
• filter service agreements by group.

Set up time recording.

This topic may include:

• 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.

Managing the Service Dispatcher – 14%

Set up the dispatch board.

This topic may include:

• 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.

This topic may include:

• 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.

This topic may include:

• 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.

Managing Repairs – 12%

Set up a repair management process.

This topic may include:

• 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 resolve problems.

This topic may include:

• set up resolutions and repair stages.
• create and finish repair lines.
• create service order transactions for repairs.

Managing Bill of Materials (BOM) Versioning – 11%

Create and modify a template BOM.

This topic may include:

• Create or modify template BOMs.

Create and modify a service BOM.

This topic may include:

• 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.

Managing Service Subscriptions – 12%

Create and modify subscriptions and transactions.

This topic may include:

• 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.

This topic may include:

• 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.

Managing Services in the Enterprise Portal – 13%

Manage service orders in the Enterprise Portal for technicians.

This topic may include:

• 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.

This topic may include:

• 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.