MICROSOFT DYNAMICS 365 FIELD SERVICES INCIDENT TYPE SCENARIO

CREATE AN INCIDENT TYPE CALLED SERVICE PRINTER:

1) Click the Module drop-down selector on the Navigation bar.
2)Click Field Service.
3)Click the right arrow  to see Administration.
4)Click Administration
5)Click Incident Types
6)Click the New button.
7)Click the Name field.
8)Type "Quarterly Printer Inspection".
9)Click Copy Incident Items to Agreement field to change the value to Yes.
10)Click the Default Work Order Type field.
11)Click the Lookup icon.
12)Select Preventative Maintenance.
13)Click SAVE to save the incident type.
14)Expand the Service Tasks FastTab.
15)Click the Add Incident Type Service Tasks button.
16)Click the Tasks Type field.
17)Click the Lookup icon.
18)Click New
19)In the Name field type "Clean Printer Assembly".
20)Click the Estimated Duration field.
21)Click the drop-down arrow.
22)Select 30 minutes.
23)Click SAVE & CLOSE.
24)Click SAVE & CLOSE.
25)Click the Add Incident Type Service Tasks button.
26)In the Task Type field,click the Lookup icon.
27)Click New.
28)In the Name field, type "Replace Toner".
29)Click the Estimated Duration field.
30)Click the drop-down arrow.
31)Select 15 minutes.
32)Click SAVE & CLOSE.
33)Click SAVE & CLOSE.
34)Click the Add Incident Type Service Tasks button.
35)In the Task  Type field, click the Lookup icon.
36)Click New.
37)In the Name field type "Final Test and Adjustments".
38) Click the Estimated Duration field.
39)Click the drop-down arrow.
40)Select 15 minutes.
41)Click SAVE & CLOSE.
42)Click SAVE & CLOSE.
43)Expand the Products FastTab.
44)Click the Add Incident Type Product button.
45)In the Product field, click the Lookup icon.
46)Click Electrodes.
47)Make sure that the Unit field is Primary Unit.
48)Click the Quantity field.
49)Type "1".
50)Click SAVE & CLOSE.
51)Expand the Services FastTab.
52)Click the Add Incident Type Service button.
53)In the Service field, click the Lookup icon.
54)Select Performance Inspection.
55)Make sure that the Unit field is Primary Unit.
56)Click the Duration field.
57)Click the drop-down arrow.
58)Select 1.5 hours.
59)Click SAVE & CLOSE.
60)Scroll up to see the CHARACTERISTICS subgrid, 
61)In the CHARACTERISTICS sub-grid,click Add Incident Type Characteristics button.
62)Make sure that the Incident Type field is Quarterly Printer Inspection.
63)Click the Characteristics field.
64)Click the Lookup icon.
65)Select Building 12 Access.
66)Click the Rating Value field.
67)Click the Lookup icon.
68)Select Good.
69)click SAVE & CLOSE.

MICROSOFT DYNAMICS 365 FIELD SERVICES INCIDENT TYPE

INCIDENTS TYPES

1)Typically used for most common problems reported.

2)Act as templates: Tasks,Products, and Service definitions on work orders.

3)Auto Populate Characteristics, Products Services, Estimated Durations etc.

MICROSOFT DYNAMICS 365 FIELD SERVICES ACCOUNTS

ACCOUNTS:-

Service Accounts:-

1)Define where the Work Order will Take Place.
2)Location data used for Scheduling Assistance,and Calculating Travel Times.

Billing Accounts:-

1)Defines the Account that will be used for billing.
2) Service Account used by default.

Sub Accounts:-

1) Additional locations.

Field Services uses Geo Locations to find out the exact location of the Work.
So Geo Location should be turned on otherwise you will get error messages initially.
to configure the geo location turning on follow the steps below:
Field Services > Resource Scheduling > Administration > Enable Resource Scheduling for Entities or Schedule Parameters

MICROSOFT DYNAMICS 365 FIELD SERVICES WORK ORDER RELATIONSHIPS

WORK ORDER -RELATIONSHIPS

Work Order Types - Categorize Work

Order(Install, 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.

Products- Items that may be needed for the issue.

Services-Determines the services required to complete the work Order

Service Tasks:- Check list or Step by Step instructions.

Characteristics- Skills, Knowledge, or Certification Required.

MICROSOFT DYNAMICS 365 FIELD SERVICES WORK ORDER LIFE CYCLE

WORK ORDER LIFE CYCLE

Field Services Work Order Life Cycle have 5 steps to follow:
1.Work Order Creation.
2.Schedule.
3.Dispatch.
4.Service.
5.Review/Approval.

So in each step that there are 4 work items always updated according to the work type:
1.What Happens
2.Who Performs
3.Work Order Status.
4.Booking Status.

Finally the Review/Approval step have booking status changes to completed.

MICROSOFT DYNAMICS 365 FIELD SERVICES WORK ORDER CREATION STEPS

CREATE AND MODIFY WORK ORDER TYPES

1.Click the module drop-down selector on the Navigation bar.
2.Click Field Service.
3.Click the right arrow to see Administration.
4.Click Administration.
5.Click Work Order Types.
6.Click New
7.In the Name fields type "Break Fix".
8.Click the Incident Required field to change the value to Yes.
9.Click the Price List field.
10.Click the Lookup icon.
11.Select Default Price List.
12.Click SAVE.

MICROSOFT DYNAMICS 365 FIELD SERVICES BOOKABLE RESOURCES

BOOKABLE RESOURCES:

1.Users, Equipment, Accounts, Contacts, etc that are used to service work orders.

2. Characterisitics (skills and certifications) and Category Associations can be included for better scheduling.

 Review

1.Out of the box Field Service has several different items that will need to be configured.
2.Using Products and Price Lists allows for using different products pricing based on the Account, Work Order,Etc.
3.Resources are Users, Equipments, Accounts, Contacts, etc. that are used to service work orders.
4.Territories can be used to limit results in the Scheduling Assistant as well as filter the results in the Schedule Board.