Microsoft Dynamics 365 for Field Service Setup and Configuration

Hi Everyone,

As you have seen my previous blog the important points to consider before Field Service Project Implementation.

Now we are going to see the Field Service Setup and Configuration.

Let's get started.

We all know any Microsoft Dynamics 365 Customer Engagement projects that needs a clear understanding of what are the security roles to be configured in order to use the application in more efficient way.

So inside Microsoft Dynamics 365 for Field Service the following are the points to be considered carefully:

- Field Service Security Roles
- Initial Configuration Settingd.
- Using Products and Price Lists in Field Service
- Setting up and Defining Field Service Resources.


Field Service Security Roles:

5 Security Roles are created as part of Field Service

-Field Service  --  Administrator
Field Service Administrator is the one who configure the Field Service Solution and configure all the Mobile App settings etc..

-Field Service  --  App Access
Field Service App Access is the role where general user who go out to some information about the schedules and resources in general.

-Field Service  --  Dispatcher
Field Service Dispatcher role is the one who manages the resources say contract manager to over see group of resources for a particular area.

-Field Service  --  Inventory Purchase
Field Service Inventory Purchase role is the one who manages back office inventory purchase items and adjust the Inventory in warehouses.

-Field Service  --  Resource
Field Service Resource role is the actual technician who perform the task or operations on the client site, so the resource should be having the Mobile App to see the Work Order to perform the task and update the field service operation.


There are several other Field Service Administrative settings can be defined to allow greater flexibiltiy and customization for use with Field Service.

Which includes the following:
Characteristics
Territories
Priorities
Warehouses
Postal Codes
Products
Bookable Resources
Price Lists
Time Groups
Payment Terms
Incident Types
Tax Codes
Booking Statuses
Service Task Types
Booking Rules

I hope this helps.

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Planning for Field Service Project Implementation

Hi Everyone,

Today i am going to share important points to be considered before implementing the Microsoft Dynamics 365 for Field Service Project.

Let's get started.

Planning for Field Service:

Work Order Generation ---> Schedule & Dispatch ---> Service Delivery ---> Review & Bill

Work Order creation: 
How and what information is entered based on the incoming call, email, portal or service agreement?
How does creator mark Work Order as ready to be scheduled.

Schedule and Dispatch:

How will dispatchers interact with Schedule Board, Schedule Assistant?


Perform Work On Site:

Field agents conduct work on site with mobile application. What pre-existing information does field technician need to access and what information he is entering.?


Review & Bill:
Back office reviews and approves completed work. How is follow up work dealt with? How are billing and inventory adjustments carried out?


I hope this helps.

For Microsoft Dynamics 365 Consultancy/Training/Support/Licensing
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Microsoft Dynamics 365 Field Service Work Order Fields to be Noted

Hi Everyone,

I am going to share some key fields to be noted for Microsoft Dynamics 365 for Field Service Work Order.

Work Order Type: Type of Work Order ( Inspection, Break Fix, Install etc.)
Work Order Price List: Price List is important in field service, so Price List attached to the Work Order.

Work Order Priority: Priority like ( Low, Normal, High)

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

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

Work Order Preferences: Specific time and date preferences for this work order 

Microsoft Dynamics 365 for Field Service Work Order Status and Sub Status

Hi Everyone,

Today i am going to share my view on the Microsoft Dynamics 365 for Field Service Work Order Status("System Status) and Sub-Status.

Work Order Status(System Status) :

Work Order Status: Work Order Status define the actual status of the Work Order when it is created. For a betterment of the Field Service Application it is better not to customize the lookup fields inside the System Status as there are workflows and OOTB functionality is relayed on them.

Below are the statuses of the OOTB Work Order:

Define the current state of the Work Order.

Status is updated as bookings are created and updated:

1.   Out of the Box Status are:
2.   Open- Unscheduled
3.   Open - Scheduled
4.   Open  - In Progress
5.   Open - Completed
6.   Closed - Posted
7.   Closed - Cancelled

Because of workflow and other application functionality tied to Work Order statuses, it is recommended that customization of Work Order statuses is kept to minimum.

Work Order Sub- Status:

1. Sub - Status is defines the additional details about the status of the Work Order.
2. Sub - Status uses a lookup field to define its value.

It is used for triggering the scheduling functionality.

For instance:
- Work Order Status: Open - Unscheduled
- Sub-Status: Waiting for parts

I hope this helps.

For Microsoft Dynamics 365 Consultancy/Training/Support/Licensing
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Email: admin@gmritsolutions.co.uk

Top 100 CRM blogs on the Planet for the year 2019

Hi Everyone,

 I am very excited to share my blog is 53rd in the list of best CRM blogs on the planet by Feedspot.

Thank you Microsoft and the readers from the community.

https://blog.feedspot.com/crm_blogs/ 

I hope this helps.

For Microsoft Dynamics 365 Consultancy/Training/Support/Licensing
Contact us: https://www.gmritsolutions.co.uk
Email: admin@gmritsolutions.co.uk

Microsoft Dynamics 365 for Field Service Work Order Life Cycle

Hi Everyone,

Today i am going to share some information on how the Microsoft Dynamics 365 for Field Service Work Order Life Cycle.

What is the process to follow to complete the Work Order.

So let's gets started.

Work Orders:- Work Order is a task to be completed for a Billing Account on Field Service.
so the main points to be remembered as follow:

-Capture essence of what needs to be performed.
-Used to coordinate and schedule resources and activities
-Can be used for different types of work such as installations, repairs, or preventatives maintenance.

Information of issue or work to be performed
- Description of issue or work to be performed
-Customer/Service Account
- Location
- Product (parts) and services that may be needed
- Tasks  or steps to Follow
- Priority and estimated duration
- Skills needed.


Work Order Life Cycle: The below are the steps in the Work Order Processing:

Work Order Creation -> Schedule -> Dispatch -> Service -> Review/Approval
what happens:
- New Work Order created
-Assigned incidents, products, services, Etc.

Who Performs:
-Agreements: Auto generated, or recurring
-Case:
-Opportunity
-Manual

Work Order Status:
-Open - unscheduled

Booking Status:
N/A

SCHEDULE:

What Happens:
- Bookable resource booking created
-Resources assigned
-Date and time specified

Who Performs:
- Dispatch(manually)
- Field Agent (Manually or Mobile)
- Dispatcher with help of scheduling assistant

Work Order Status:
- Open -Scheduled

Booking Status:
- Scheduled.

DISPATCH:

What Happens: 
-Field Agent notified of Work Oder.

Who Performs:
- Notification sent by system to Field Agent, Customer, or Others

Work Order Status:
- Open - scheduled

Booking Status:
- Scheduled
- (Custom Status)

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.

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 Community Badges

Hi Everyone,

I have been awarded  below badges by Microsoft.

Cheers.

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Universal Scheduling in Field Service

Hello Everyone,

Let me share some information about the Universal Scheduling in Field Service.

Allows scheduling non Field Service & Project Service Automation entities using the schedule board.

Provide visibility to those entities through the schedule assistant, and with resource scheduling optimization functionality.

Example:
Enable the opportunity entity to schedule technicians as technical sales consultants for sales opportunities.
Enable a custom entity that is used for additional services, and consulting items.

Universal Scheduling:

Depending on installed solutions, work orders and projects will be enabled for universal scheduling.
Additional entities will need to be enabled for scheduling through resource scheduling.
- Relationships between the entity with the Resource Bookings and Recruitment Entities will need to be defined.(Can be auto-created)

- You will need to publish you customization's before the functionality is enabled for that entity.
-Once published, you can map specific information from entities to specific fields for entities that are enabled for scheduling.


Let's see this in action from Dynamics 365 Field Service.

Login to Dynamics 365 > Resource Scheduling > Administration > Enable Resource Scheduling for Entities.

Then new window will pop's up and you need to select an  entity you want to enable in scheduled board.

By default the system have all the Field Service entities are enabled and for instance you want to enable "Opportunity" entity.

Let's see in action

Click on the "Enable Resource Scheduling for Entities..

In the above image "Opportunity" entity has been selected and Booking Relationship & Requirement Relationship like OnetoMany is automatically created by the system once you select the "create new relationship" and click on the "Publish Customization".

In order to utilise the Opportunity entity double click on the Opportunity entity from the above image - enabled entities.

As you can see from the above image in order to use the "Opportunity" entity on the Field Service Scheduled board you need to configure the "Booking Status Field Logical Name" = "msdn_fieldservicestatus".

Also the settings and Attribute mapping area needs to configured as how the Booking status needs to shown on the system related to Opportunity.

The Attribute Mapping is where the date from and to should be mapped with each from Opportunity and Field Service entity, also there are other attribute mappings for example if you enable the latitude and longitude on Opportunity then that should be mapped on the "Attribute Mapping" area.

so go ahead and click on the save button.

Now go back to the Opportunity entity on the "Sales "area on the Dynamics 365 and create new "Opportunity" record.

Once the new opportunity record created and click on the associated records of the opportunity down arrow:

It will create quick create of resource requirement:

What it will does is, it will create a resource schedule on the schedule board.

Lets go back to the schedule board and see the opportunity on the unscheduled items.

Now you can simply drag the Opportunity from the unscheduled booking area to the scheduled board where required according to the time and date.

Also  instead of seeing all the unscheduled booking of opportunity on  "open requirements", you can create a new view on the Opportunity and utilize here on the scheduled board as new tab near the "Unscheduled Work Orders".

I hope this helps.

For Microsoft Dynamics 365 Consultancy/Training/Support/Licensing
Contact us: https://www.gmritsolutions.co.uk
Email: admin@gmritsolutions.co.uk