Processing Returns in Field Service

Hi Everyone,

Today i am going to discuss few points about the Processing Returns in Field Service.

There are three ways for returning a product
 - Return to warehouse
 - Return to vendor
 - Change equipment ownership

All product returns are initiated with an Return Merchandise Authorization.

A return is not finalized until an RMA receipt is created.

Important points to be considered when implementing field service project.

Many implementations may include requirements for integrations with back office applications for inventory management.

Consider how this id going to work with your implementation.

Dynamics 365 for Field Service provides several options for working with and managing inventory.

Inventory can be managed at a warehouse level and then transferred to other warehouses as needed.

I hope this helps.

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Purchasing in Field Service

Purchasing In Field Service

Hi Everyone

Let's discuss about the Purchasing phase in Microsoft Dynamics 365 for Field Service.

As the resources are in the field and perform operation and then eventually you need to raise the Purchase Order, Probably we need some additional products delivery from additional vendors,

 so we can stock your warehouse and make sure we have appropriate stock available based upon may be current jobs that are executing or future jobs that will be coming through down the pipeline as we move forward.

 The purchase order process from a Field Service standpoint has kind of three step process that you are going to be working with the first situation is you have to really requisition what are the products that you want to work with by creating a PO record inside the application.

When you create PO record we can do several different things around defining the specifics on what work order that PO is going to be associated with, how we are going to ship or drop ship that information,

what warehouse that inventory may be received into but as we define the specifics around the purchase order itself, then we are able to go in and gain approval.

Used to request and receive products from vendors to stock warehouses.

Purchase order process
 > Request products from vendor by creating a PO.
 > Gain approval.
> Document receipt of products by creating PO receipt.

Let's see this in action.

Go to Dynamics 365 > Field Service >

Click on  "Purchase Order" and create new Purchase Order record.
Fill the from which vendor the products coming, fill the purchase order date and work order.

By default the System status is in draft, Fill the Purchase Order Date.

Vendor details, in the general section the delivery date expected ship to, payment term, ship via, receive to warehouse.

Work Order section fill the work order details and booking.

Also the User information of who requested.

In the business process flow approval & submit purchase order status should be changed to "Approved" and "Submitted".

Once the Purchase Order as been created then create the associated Receipt record
Name of the receipt, received by, ship via and save record

then lookup the associated receipt product:

Finally you can see the Purchase order receipt product below image.

I hope this helps.

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Managing Inventory in Field Service

Hi Everyone,

I am to share my thought around Managing Inventory.

Warehouse where you physically might store equipment inside the system.

View Product Inventory:
See quantity available, allocated, on hand and on order for each warehouse.

Inventory Adjustments:
Adding or subtracting inventory to or from a warehouse.

Inventory Transfers:

Changing the warehouse location of product inventory.

Inventory Transfers & Adjustments:
Inventory transfers allow products to be transferred from one warehouse to another by associating child products to the transfer record.

Inventory adjustments allow the inventory manager to adjust the quantity of products, in a warehouse by associating child products to the adjustment record.


Now you can see this live action below:

Go to Dynamics 365 > Field Service > Warehouse > Main>

Click on the down arrow of the "Main"  and you can see associated Product Inventory as below:

As you can see the product inventory is created for the warehouse record. Now go to the Inventory transfer record from Field Service > Inventory Transfer

Create a new record to transfer the product inventory from Main Warehouse to Truck 1 Warehouse see below:

Then you go back to the product area associated with the New Inventory Transfer record created.

Inventory transfer record is used whether it is used to transfer record or flat inventory adjustment in the system.

Now go ahead and create new Inventory Adjustment Product:

Go to > Dynamics 365 > Field Service > Inventory Transfer >

  Click add new inventory product:

Fill the fields "Product" "Unit ", "Quantity" and one of the Inventory Transfer field or Inventory Adjustment field as there should be a transfer or adjust from the Main Warehouse.

I hope this helps.

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Inventory Management in Field Service.

Hi Everyone,

Today i am going to share some thoughts around the Inventory Management in Field Service.

Often organisation handle the invoices in ERP systems and process back to field services with the integration service.

Organisations should have answer under what circumstances workflow will trigger the invoices and how you are going to handle inventory reductions.

Either invoices can be handled in ERP system or in the Field Service or transferred over from ERP to Field Service, or integrated billing directly from the application or processing the returns or purchase orders. so these questions to be answered properly so there might be a integration services to serve back office systems.

So the following objectives are important in Inventory Management:
1. Customer Assets
2. Purchasing Process
3. Manage Adjustments and Transfers
4 .Handling Returns.


Customer Assets:

List serviceable items related to a service location.

When you create and maintain a list of serviceable items, you can:
Record specific information about the item.
Create a historic log of all of the work orders that are related to the item, which gives you a complete service history for the item.

Assets can be created manually or auto added to a service location.

Product can be set to auto-create Customer Assets when Work Order is closed.

Work Orders can be associated with specific Customer Assets(ex.preventative maintenance)

1. Can be associated with a specific customer
2. A single asset can have multiple child assets
3. Used as a foundation for registering IOT devices in the Connected Field Service Solution.

I hope this helps.

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Points to remember regarding the agreements in Field Service.

Hi Everyone,


Important points to remember about the agreements.

A single agreement can have numerous agreement schedules, like create an agreement and can have multiple booking for that agreement.

The agreement price list specifies the price of all products and services related to an agreement.


Work orders generated from an agreement provides  can still be edited at the work-order level.

Agreements are extremely useful when you want to automatically create work orders on a schedule.

Agreements can be associated with Quotes, Orders and Opportunities.

A single agreement can have numerous agreement schedules tied to it.

I hope this helps.

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Settings Up and Defining Invoices in Field Service.

Hi Everyone

Today i am going to discuss how the invoices can be auto generated on the predefined schedule.

Lets get started.

The Invoices can be added to auto -generate on a predefined schedule.

When setting up agreement the product line items can be added to populate automatically when invoices are created.

The invoices can be setup as one time or on a recurring schedule.

Go back to the Agreement record as you can see now the agreement is defined booking setup defined and finally invoice setup has been defined.

I hope this helps.

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Microsoft Dynamics 365 for Marketing for SMB's on Contacts based pricing

Hi Everyone,

Today i am going to discuss on the Microsoft Dynamics 365 for Marketing Module Pricing based on the Contacts usage.

Let's get started.

Please find the information about the revised Microsoft Dynamics 365 Customer Engagement & Marketing application price.

From the above image Option 01:

For example:  if you purchase Microsoft Dynamics 365 Customer Engagement Plan with 10 Subscription Licenses then the Marketing Application is included with 2k contacts, any additional contacts you use could incur cost.

Microsoft Dynamics 365 Customer Engagement 10 Licenses: 10*86.70 = £860.70 per month(Marketing Application included with 2k contacts).

 Option 02 from Image Above:

For example: If you purchase Microsoft Dynamics 365 Customer Engagement Plan with 5 Subscription Licenses then the Marketing Application should be purchased with 10k contacts.

Microsoft Dynamics 365 Customer Engagement 5 Licenses: 5*86.70 = £433.50 per month

+

Microsoft Dynamics 36 for Marketing: Per Organisation Per Month: £565.60 (with 10k contacts included)

So total cost for Option 02: £433.50 + £565.60 = £999.10 per Month.

https://dynamics.microsoft.com/en-gb/marketing/capabilities/

I hope this helps.

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What are Agreements in Microsoft Dynamics 365 Field Service

Hi Everyone,

Today i am going to discuss about the Agreements in Field Service.

So lets get started.

What is Agreement in Field Service:
An Agreement is a contract with the customer, what needs to be performed under what contract.

1) Agreement is a Framework for automatically generating Work Orders and Invoices.
2) Can have a recurring schedule for a period of time
 - Example: Monthly inspection for two years

3) Can be used to define multiple schedules in a single agreement

4) Ideal for items like preventative maintenance

For example : there is a requirement to landscaping the garden.

So for that there should be an Agreement.

A single Agreement can have multiple booking setups defined.

- Once a week schedule someone to go out and provide lawn care.

-Every two weeks scheduling someone to go out and provide weekly landscaping such as hedge        pruning.

- Once a month clean windows and exterior services.

Finally Invoice once a month that invoices for all service provided.

Below is the Agreement record image:

An Agreement record should have following field values in order to agree a contract with a customer.
Service Account and Billing Account
Start & End Date of Agreement
Duration of Agreement
System Status & Sub Status
Price List: what is the price for the agreement.
Service Territory: what is the territory.
Taxable

There are Booking setups and Invoice setups on the Agreement record where you can define what are the bookings and Invoice setups can be scheduled to where the work orders and bookings created in the system.

Let me show how to create an Agreement on the Field Service.
Go to Dynamics 365 > Field Service > Agreements

I hope this helps.
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Points to remember Fields in Microsoft Dynamics 365 Field Service - Work Order Creation.

Hi Everyone,

Today i am going to share few points, these points needs to be remembered.

Let's get's started.

In the Microsoft Dynamics 365 Field Service, when you create new Work Order the following fields needs some attention and needs to be taken into account.

Work Order Type: Type of Work Order (Inspection, Break Fix, Install etc.)

Price List: Price List attached to the Work Order

Priority: Priority Level(Low, Normal, High)

Work Location: Location where the work will be taking place.]

Related to: Other records related to this Work Oder
 . Parent Work Order
 . Agreement
 . Opportunity
 . Case

Preference: Specific time and date preferences for this work order.

I hope this helps.
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Microsoft Dynamics 365 Field Service Work Order Relationships

Hi Everyone,

Today i am going share some information about the "Work Order" Relationships.

Let's get's started.

Work Order Types- Categorize Work Orders(Installs, Repairs, Preventative Maintenance)

Priority - Rates the importance of the Work Order. Can be configured and increased or decreased as needed; reflected on Schedule Board.

Service Territory - Organize Work Orders and resources by geographical area.


Incident - Common issues that a customer could report

Product - Items that may be needed for the issue

Service - Determines the services required to complete the Work Order.

Service Tasks - Check list or step by step instructions

Characteristics: Skills, Knowledge or certification required.

I hope this helps.
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Microsoft Dynamics 365 Field Service Work Order Life Cycle

Hi Everyone,

Today I am going to discuss about the Field Service Work Order Life Cycle Process

Let's get's started.

Work Order Life Cycle:

1) Work Order Creation:

What happens: New Work Order created, Assigned incidents, products, services, etc.

Who Performs: Agreement: Auto generating or recurring

Case:Work Order can be created from Case entity.
Opportunity: Work Order can be created from Opportunity entity.
Manual:

Work Order can be generated from sales or service or manually.

Work Order Status: Open- unscheduled
Booking Status : N/A


2)Schedule:
What Happens:
Bookable resource booking created.
Resource assigned.
Date and time specified.

Who Performs:
Dispatcher(Manually).
Field Agent(manually or mobile).
Dispatcher with help of scheduling assistant.

Work Order Status: Open - Scheduled
Booking Status: Scheduled.

3)Dispatch:
What happens:
Field Agent notified of Work Order.
Who Performs: Notification sent by system to Field Agent, customer or others

Work Order Status: Open - scheduled
Booking Status: Scheduled(Custom Status)

4)Service:
What Happens:
Work Order carried out
Who Performs: Field Agent
Work Order Status: Open- In Progress > Open- Completed
Booking Status: Travelling, In Progress Completed.

5)Review/Approval:
What Happens:
Work done and information is accurate.
Who Performs: Supervisor/Manager.
Back office accounting.

Work Order Status : Open - Completed > Closed -Posted
Booking Status : Completed


I hope this helps.
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Microsoft Dynamics 365 Field Service Resco MobileCRM project publish points to remember

Hi Everyone

Today i am going to share few points which needs to be considered when publishing the Resco MobileCRM Project.

Open the Project you want to publish.

Be you are publishing to the correct version
  > In the Field Service Mobile Application, click about
  > Publishing to a higher version will break the mobile app.
  > You can publish multiple projects as needed.

Please note: If you are not seeing your changes in the mobile application, verify that a security role you are a member of had the appropriate permissions.

When you are publishing the changes make sure you select the correct the version otherwise you will the solution, but it can corrected by selecting the right version like 9.10 or 9.20 etc depends up on the different no of projects you have on the Field Service.

One more point to remember is if you are system administrator and you make changes to the solution and try to see the changes on the MobileCRM but if you can't that might be the security role issue.

Go back to the MobileCRM and assign the sys admin role to yourself then you should be able to see the changes.

If you don't publish the correct Mobile Version you will run into issues like "Metadata Error", it could be any issue  and ultimately not going to push appropriately.

Final important point is to select the correct Mobile Version before publishing as the Field Service version is different from Resco Mobile CRM.

Then you open the Mobile App and re sync the metadata and check the changes made.

I hope this helps.
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Editing Resco MobileCRM Project in Microsoft Dynamics 365 Field Service

Hi Everyone,

Today i am going to share my finding on the Resco MobileCRM Project Configuration.

Editing Resco MobileCRM Project:

Select a project and click edit:
You can edit can configure many items including:
   The application home screen.
   Entities available in the mobile application.
   Forms, view, and dashboards displayed in the app.
   Application theme color.
   Password policies and initial configuration.

Note: The Microsoft Dynamics 365 Service and Field Service entities are by default enabled and OOTB sales entities are not enabled for the Resco MobileCRM based on the License agreement between Microsoft and Resco. Custom Entities can be enabled for Resco MobileCRM but we are limited to 10 custom entities.

The Field Service entities are by default enabled and we can edit the Fields, Forms, Views and Dashboards on the Mobile App.

If you need to add more fields on the Mobile App then drag the "Available Items" from the right hand side on the image and place at "Home" side and Save the changes, if you don't save the changes then the changed customization is not reflected on the Mobile App.

When you drag down the bar on the right hand side you can see all the entities enabled for Resco Mobile App, for example the "Work Order" have the "Forms","Views", "Charts", "Fields" and "Indexes".

Let's see what is inside the Work Order entity and what are the permissions enabled for the Mobile App user.

As you can see from the above image the check marked fields are enabled for the Mobile App and permissions are granted to the Mobile App users.

for example: if you have a requirement to attach a barcode code scanner then you can go ahead and attach that.


When you click on the "Views", can see the views for that "Work Order" Entity, you can modify by double clicking on the view you want to modify.

Double click the view make changes you need anything to be changed see below image:

If you want to change the color of the view then you can make changes by clicking on  the color and select the color to reflect.

Also with the "Work Order" entity Form, if you need to make changes to the fields then double click on the "Form" and  you can see the different type of sections like "General"  with all the fields available in that section.

when you click on the other sub section like "Service Type"  are of sub grids, you can move the fields you need those fields on the sub grid, also when you click on the Signature section and click on the "add media" button on the navigation button and pop up will come up, then you can select the signature, photo, etc.. see below image.

Click ok and save the changes.

Application theme color can be changed according to business requirements on the Mobile CRM  by clicking on the "Color Theme" on the Mobile Solution, you can make changes to the look of the Mobile CRM by modifying the colors.

Once the changes are made then click on the "done" button and save the changes.


Password policies and initial configuration can be customized.

Configuration Settings in Resco MobileCRM

Open Mobile Project > Configuration
> Picture files
> Auto Sync
> Online Mode
> Auditing

The configuration area is a place to look  passwords are remembered at how often they synchronizing, these are things helps to control on what type of environment people see when they start working in the application.

Finally save the changes and publish all and ready to see all the changes on the Resco MobileCRM.

I hope this helps.

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How Resco Mobile App User have different Security roles on multiple projects in Field Service

Hi Everyone,

Today i am going to share quick tip on how to check the Microsoft Dynamics 365 Field Service Mobile App Users security role levels and how they are varied in terms of  Mobile App users access to various projects within the Organisation.

So let's get's started.

Let's assume an Organisation have multiple projects of Field Service, so the users might be the resource in that project. There are different security roles to each resource.

In order to check the security role on  Resco MobileCRM  Woodford Solution:

Go to Dynamics 365 >  Settings > Woodford > MobileCRM Woodford >

Click on the "show users" button on the navigation pane. New pop up comes up with the list of users with their security roles.

See below image:

Microsoft Dynamics 365 Field Service Mobile App User security role  points to remember as follows:

1) we must assign the security roles we want the project to apply to the user.
2)All users with that role are added to the project.
3)Users added to the multiple projects will receive the project  with the higher priority.
4) See the users associated with a project using show users.


I hope this helps.

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Microsoft Dynamics 365 Field Service Mobile App unsupported metadata version error

Hi Everyone,

Today i am going to share on how to fix an error while syncing the field service mobile app on desktop.

The error: "Field Service Mobile unsupported metadata version" 

In order to fix the error, go back to the Dynamics 365 - Settings - double click MobilecrmWoodford  and select the version 9.10 then publish all.

Open the  Field Service Mobile App and enter user credentials then sync the credentials with CRM.

Here you go.. user can login into field service mobile app successfully.

I hope this helps.

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Microsoft Dynamics 365 Field Service - Field Agent capabilities on Mobile App

Hi Everyone,

Today i am going to share what are the capabilities of the Mobile App user on Microsoft Dynamics 365 Field Service.

Mobile App Field Agents Capabilities:

Field Agents can use the mobile app to review Work Orders  bookings and get all info needed to complete the jobs.

Below image i have just shown the example of the Mobile App.

1)Review Work Order bookings
2)Open attached Work Order
3)View Work Order location on map
4)Update Work Order Status
5)Check Work Order details
6)service tasks, products, services etc..
7)Add Notes, Voice capture, pictures, signatures and so forth..
8)Also Create a follow ups.

I hope this helps.

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How to assign Schedule Board to the Managers in Microsoft Dynamics 365 Field Service

Hi Everyone,

Today i am going to share quick tip about how to assign the ownership of schedule board on Microsoft Dynamics 365 Field Service.

Suppose in a organisation a Team Manager  needs a schedule Board to manage his/her team - System Administrator set up the Schedule board for that Manager.

Then the Manager once login's  he/she should be able to see their Schedule Board.

Let's get's started.

Initially Schedule Board is "Initial Public View".

In order to create new Schedule Board click  "+" sign..

Give the Tab Name and Shared With "specific people" or "Just Me" or  "Everyone".

Fill in all the General Settings and Schedule Types configuration, once required fields filled click on "Add" button at the bottom.

Then the new Tab is added to the Schedule Board see below:

As you can see from above image "MallaGurram" tab is added , on the left hand side you can set filter for that user and save - "Filter & Map View area.

Resource = " MallaGurram" and save filter.

Assign the new created Scheduled Board to the user "MallaGurram",  Go to Advanced Find and select the Schedule Board Setting and select the "Active Schedule Board Settings", click result, see below:

Select the user and click on the navigation menu " Assign Schedule Board Settings" to the user.

Finally the Schedule Board is assigned to the user, Manager can login into the Microsoft Dynamics 365 Field Service and access the Schedule Board to check the "Resource" schedules.

I hope this helps.

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Microsoft Dynamics 365 Field Services Mobile App Setup

Hi Everyone,

Today i am going to discuss about the Microsoft Dynamics 365 Field Service Mobile App, where can we download, compatibility.

Field Service Mobile Options:

As we know Field Service Mobile Application is built on the Resco Mobile CRM platform, it has been built on Microsoft Dynamics 365.

The supported devices are as follows:
Windows 10
IOS 6+
Android Phone

we can download the Mobile App from Microsoft Store and it is with a truck image on the App.
See image:

So the Mobile App can be used on the Personal Computers, Laptops, Tablets etc..

Field Services Mobile App Features:

With the Mobile App we can view the Bookable resource bookings views - agenda, day/week/month 

Combination of bookings and Work Orders forms

Embedded logic and business rules

-System status correlation

-Status change timestamps

-Booking start and end times

-Follow-up Work Orders

-Mandatory synchronization of WO's created within last week.

When we launch the Mobile App for the first time, we need to configure the App with the Dynamics 365 see below image:

Once the Mobile App is launched then click on the "Setup" button to configure with our Dynamics 365 Organisation URL.

Click on the Dynamics 365 Connect and fill in the credentials of dynamics 365 user.

Fill in the URL, Username, Password, and click on save password for automatic login into Mobile App later sessions.

Then click on the refresh button to sync the credentials for the first  time.

Application Navigation

we will need Field Service Admin, dispatcher, inventory purchase, or resource to use the mobile app,may still require additional permissions to change data, can navigate to any of the items listed on the Mobile App.

We can check the what version of Field Service Mobile App by clicking on the "About" icon on the App:

I hope this helps:

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Unable to view Schedule Board in Dynamics 365 Field Services

Hi Everyone,

Today i am going to discuss about the a scenario where the Service Manager can't access the Schedule Board from Field Service.

Common problem  whenever we make any changes to the security roles of the Service Manager's in the Field Service then don't forget make sure you select the Field Security Profile for that user in Dynamics 365 and select the roles, as shown in the below image.

Then the Service Manager can access the Schedule Board with all the Work Orders scheduled on the Schedule Board.

I hope this helps:

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Microsoft Dynamics 365 Field Services Schedule Assistant:

Microsoft Dynamics 365 Field Services Schedule Assistant:

Schedule Assistant will be used without doing a lot of the work order process.

> Allows applying constraints to query the resources
> Duration
> Radius
>Start and End Days
> Territory
> Resource Types

Just need to create the work order and save the record then select the related record of the "work order" created and select the requirement record where we can see the resource requirement details

Open the Resource Requirement record and fill in the "from date", "to date" ," duration" and "status" fields.

Once the record is saved click on the "Book" button on the navigation bar, the schedule assistant will be opened.

In the scheduled Assistant you can modify the time window and the resource will be booked with simple steps as shown above.


I hope this helps:

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Microsoft Dynamics 365 Field Services View Customizations

Hi Everyone,

I am going to discuss about the various views on the Field Service Schedule Board.

Lets get's started.

View Configuration Options:

1) There is one default schedule board for the organisation.

2) Additional public and private schedule boards can be created and modified.

3) Views are tied to Dynamics 365 views that can be customized

Customizing the Schedule Board:

Items are populated on Schedule Board based on Dynamics 365 views

Views associated with the following entities:
> Resource Requirements
> Bookable Resources
> Organizational Units
> Booking Alerts

Default filters and view settings can be defined per view

Web resources can be created to define custom booking rules and can be added to board.

Once scheduled board is opened on the right hand side we can see the "Initial Public View" and "+" sign, if we need to create a schedule board for someone or specific people then click on the "+" sign and it will open new pop up window where we can configure accordingly.

The main use of the multiple Schedule boards is that if the Schedule manager looks after different regions then he can check the tabs to move into different views quite easily.

I hope this helps:

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Microsoft Dynamics 365 Field Services Manual Scheduling

Hi Everyone,

I am going to share information how  the Field Service Manual Scheduling will work

Field Service Manual Scheduling

Schedule Board can be customized out of the box as you can see on the image:

Filter & Map View

Filter :

You can filter the Characteristics - Rating
Roles
Territories
Organisational Units
Resource Types
Teams
Business Units
Sort result by

Map View:

We can see the where the resources are located and what scheduled work orders the current resource working etc.. we have the ability to drag and drop the resource booking to different dates on the schedule board.

Also the Views can be changed to "Horizontal and Vertical Views, Schedule can be viewed in hourly, days, weekly and  monthly views.

From the Tab Settings views can be configured according to our business requirements.

Unscheduled Work Orders can be drag and dropped on to the schedule board as well.

Some of the points about the Manual Schedule Work Order: 

Manually schedule a Work Order:

1) Drag unscheduled Work Order from list view
2) Drag unscheduled Work Order from map view
3) Block out a spot on the Schedule Board directly


Other Work Order Actions:

1) Reassign and Re-schedule previously scheduled Work Orders.
2) Update the status of Work Orders and change duration
3) Move Work Orders not complete to a future date
4) Print out or email driving directions for one or more field agents.

I hope this helps:

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