MB2-718 Certification: (Microsoft Dynamics 365 Customer Service) – Field Service, Returns

As I revise for the MB2-718 exam (Microsoft Dynamics 365 Customer Service) I’m creating blog posts detailing all aspects of my revision. I hope these posts will aid anyone who is also revising for this exam. In this post I will look at the Field Service returns.

In Field Service to return products an RMA (Return Merchandise Authorization) must be created. We then add a number of products to the RMA. However the RMA is not completed (and inventory adjusted) until an associated RMA receipt is created.

Additionally the return might not be to return the stock to inventory. As we might need to use the return to vendor (RTV) functionality to register that the items have been sent beck to the original supplier.


The first step to registering a return is to create an RMA. To do this navigate to the RMAs option in Field Service and then select the new option.

When you created an RMA it will be given an RMA Number, the format and sequence of these can be controlled in the Field Service Settings.

Each RMA is linked to a specific service and billing account,.

You can optionally associate an RMA with a work order. Linking to a work order will default the associated price list and tax details. Additionally when adding products you can pick any products marked as used on the work order. When this is done the quantity will default to the total quantity from the work order but can be changed as required.

Next we define the processing action. There are three types of action that can be performed via am RMA ….

  1. Return to warehouse
  2. Create RTV (Return to Vendor)
  3. Change Asset ownership

RMA Products

Having saved the RMA we can add products.

If the RMA is associated with a work order then use the “WO Product” field to select the products from the work order. Otherwise you can enter a product directly in the “Product” field. (Tip: Additionally on the RMA there is a “ADD WO PRODUCTS” option that would add all the products from the work order, this might be useful if the entire work order is to be returned!)

For each product you will need to enter the quantity and Return to Warehouse.

Below you can see that I have added two products to my RMA. Notice that the status is pending and the quantity received is zero.

RMA Receipts

Having created an RMA, with products you must register receipt of the products before any inventory values are adjusted. For this you’ll need to navigate to the RMA receipts options and create a new receipt.

Below you can see that I have created an RMA Receipt. Notice that I entered my RMA number and having saved the receipt I added the products to my RMA receipt.

Also notice that there is a “CREDIT TO CUSTOMER” button. Selecting this option will create a credit “invoice” for the customer that matches the products entered on this receipt.

Below you can see that the status of my products on the RMA changes from pending to received when the receipt has been logged.

If the product is an inventory product and the process action was return to warehouse the quantity on hand for that product will also be increased when the receipt is entered. If the process type was RTV, there will be an additional step!


RTV stands for Return to Vendor. Below you can see that I have created an RMA of processing action type Return to Vendor. Having created an RMA receipt for these products I can now use the “CREATE RTV” option.

Tip: The return to vendor will be set to the vendor field which is defined on the product.

Having completed this process I will have an RTV in the RTVs option in field service.

In the case of an RTV your will not book the returned items into your inventory. Instead the items are directly returned to the vendor. The RTV return allows you to control this process. A status on the RTV can be used to show if the location of the products. Options include draft, approved, shipped, received and canceled.

Hopefully this post will have given you the overview of returns process you’ll require whilst preparing for your MB2-718 exam. As part of your preparation I suggest you try a few combinations of returns to see how they operate. Whilst doing this it maybe useful to run an advanced find on the “Inventory journals” entity. As each time inventory is adjusted as row is written to this entity. Meaning view the entries created in this entity should help you understand when and how inventory is being impacted. Enjoy.

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