MS Dynamics 365 Field Service Quick Reference

1.    Installation

1.1        Sign up to free trial

Sign up to free trial of Dynamics 365 for Field Service

1.2        Install Field Service app to your existing Dynamics 365 subscription

Field service app can be installed from App market.

2        Mobile Licences

2.1        Need Activation

The licences must be activated by filing in a form. More info here:

https://docs.microsoft.com/en-gb/dynamics365/customer-engagement/field-service/activate-fs-mobile-app-license

2.2        Purchased mobile licences can be used in all instances of CRM and are split

Purchased licences can be spread across instances. For example, if 100 bought, then 50 can be used for Production and 50 for Sandbox. Can not use 100 for Production and 100 for Sandbox.

2.3       Mobile App downloaded from https://www.resco.net/mobilecrm/woodford.html

More details:

https://docs.microsoft.com/en-gb/dynamics365/customer-engagement/field-service/install-field-service

3        Administration

3.1        Initial Configuration

It is useful to populate Field Service with some sample data for demo and training purposes. Please follow this link to populate data and carry out initial configuration

https://docs.microsoft.com/en-gb/dynamics365/customer-engagement/field-service/perform-initial-configurations-setup

NOTE: Installing sample data package will set up system defaults as required. However it is good to understand configuration.

3.2        Resource Scheduling

Enable location / map and Entity scheduling. Any entity in the system can be scheduled including custom entities.

3.2.1       Enable Map

In new UCI environment this can be accessed from bottom left

Figure 1: Resource Scheduling Menu in UCI

Go to Resource Scheduling -> Administration -> Scheduling Parameters

3.2.2       Enable Entity Scheduling (Any entity can be scheduled including custom entities)

Any entity in the system can be scheduled including custom entities.

Go to Resource Scheduling -> Administration -> Enable Resource Scheduling for Entities

3.3        Field Service Settings

In new UCI environment this is accessed from menu in bottom left


Figure 2: Field Service Settings in UCI

Go to Field Service Settings -> Field Service Settings

3.4        Mobile

Best to go through instructions on Microsoft site. Lot to cover

https://docs.microsoft.com/en-gb/dynamics365/customer-engagement/field-service/perform-initial-configurations-setup

3.5        Set up Users and Security Roles

Pre-defined Security profiles providing access to certain data on forms are available. It is recommended after assigning a security role such as ‘Field Service Dispatcher’, associated Field Security Profile shall also be assigned to user.

https://docs.microsoft.com/en-gb/dynamics365/customer-engagement/field-service/view-user-accounts-security-roles

3.6        Field Service Settings

Go to Field Service Settings -> Field Service Settings as shown in Figure 2: Field Service Settings in UC above.

Detailed information of all settings available here:

https://docs.microsoft.com/en-gb/dynamics365/customer-engagement/field-service/configure-default-settings

4        Work Orders

A work order in Dynamics 365 for Field Service has information on what work needs to be done. It is used to coordinate and schedule resources and activities. It can be used for different types of work, such as installations, repairs, or preventive maintenance.

A work order is usually created from a case or opportunity. It is then scheduled either manually or using the schedule assistant and then dispatched. Once the work is complete, it is reviewed and approved by a manager.

https://docs.microsoft.com/en-gb/dynamics365/customer-engagement/field-service/create-work-order

4.1        Work Order Lifecycle

  • Work order creation: A work order is created, usually from a case or opportunity
  • Schedule: The work order is then scheduled.
  • Dispatch: The work order is dispatched.
  • Service: The work order is performed and details are updated.
  • Review/Approval: The work order is reviewed and approved by a supervisor.
  • Invoice and inventory adjustment: Inventory adjustments are made and an invoice is generated for the corresponding account.

Figure 3: Typical Work Order Journey under Field Service

4.2        Work Order Types

Work orders can be categorised for reporting etc. Dynamics 365 provides ability to create Work Order Types for segregation. Work Order Type can be installation, sales, repair etc.

In UCD Work Order Type can be accessed by going to

Field Service Settings -> Work Order Type

Please refer to Figure 2: Field Service Settings in UCD

5        Good Practice Configuration

This section illustrates the configuration items that should be aimed set up during workshops. Understanding of following entities will aid in carrying out workshops and justifying the need to gather information around these.

5.1        Work Order Types

Defining these will assist in reporting and kind of work carried out. For example, installation, repair etc

5.2        Incident Types

It is good to have these defined. Work orders can be auto populated by selecting an appropriated Incident Type. These work as a template for Work Orders

5.3        Product / Services

This defines the products or services that can be billed to customers. Field Service tab under Product can be used set this as Service or Inventory when adding a product to Work Order.

Only products defined as Service can be selected as Service when creating a Work Order.

Items defined here can be linked to Price List and priced for billing purposes.

5.4        Service Task Types

These define steps that are needed to complete a Work Order or a Service sold to customer within a Work Order. Service Task Types have estimated duration associated with them. These roll up to calculate duration of Work Order.

5.5        Price List

It is useful have this set up. This is used when converting Cases to Work Orders.

6        Case to Work Order Conversion

Dynamics 365 allows for a case to be converted to Work Order automatically. However, there are prerequisites that should be in place for this to happen.

6.1        Prerequisites

Incident Types, Work Order Types, Services, Tax Code and Price Lists shall be set up for conversion to work.

6.1.1       Tax Code

This should be specified for following entities for conversion to work:

  • Account

6.1.2       Price List

This should be specified on following entities:

  • Work Order Type

6.1.3       Incident Types

These should be set up. Incident Type is specified in Case for conversion to work.

6.1.4       Work Order Types

These should be set up to be used in Incident Types and Work Orders


Figure 4: Top Level Work Order ERD and Mapping

7        Field Service Resource Set Up

Resources can be of various types.

7.1        Resource Types

7.1.1       Account or Contact

Resource that is not part of your organisation. Subcontract out to these.

7.1.2       User

Member of the organisation

7.1.3       Company Asset

Any equipment that can be used as resource.

7.1.4       Service Centre

It can be thought of as a Repair centre. Any Repair/ services can take place here. A shop.

7.1.5       Crew

Any collection of resources. Two or more workers or group

7.2        Bookable Resource Categories

Resource Categories can be created such as technician, electrician etc. To group, filter and report on resources.

7.3        Characteristics

Characteristics of a resource can be defined. Certificates, qualifications, colours etc. These can be match against work order bookings if particular characteristics are required from the booking.

7.4        Resource Pay Type

Resource Pay Type keep track of cost of resources being used. When a booking is set to ‘Complete’, journal entry is created according to Pay Type.

Following journal types are available:

  • Travel
  • Working Hours
  • Break
  • Overtime
  • Business Closures

Resource Pay Type is created for each journal with percentage override. For example, Resource Pay Type for overtime can be set to 125%. When a resource specifies overtime, the normal resource cost will be increased for that period.

Resources Pay Type is defined under UCI by going to:

Field Service Settings -> Resource Pay Type


Figure 5: Resource Pay Types in UCI


Figure 6: Flowchart Showing Steps Taken to Set Up Resource


Figure 7: Bookable Resource Configuration ERD

8        Add-Ins (Chargeable)

There are add-ins available at an extra cost from Microsoft at an additional cost. These are powerful add-ins and it is worth mentioning them

8.1        Resource Scheduling Optimisation (RSO)

This add-in can be configured to automatically schedule work orders for most appropriate resources. It can be configured to optimise bookings for shortest travel time, available work hours and other constraints.

More information can be found at:

https://docs.microsoft.com/en-gb/dynamics365/customer-engagement/field-service/rso-overview

8.2        Connected Field Service (IoT)

Powerful tool that can feed diagnostic information straight into Dynamics Field Service module. Instead of waiting for breakages or incidents to occur, this add-in uses power of Azure and MS Flow to connect devices to internet. Notifications can be set up for defined criteria.

Notification will automatically be sent using Flow to schedule maintenance or service job etc.

Key benefits of Connected Service are:

  1. Reduce downtime by connecting to IoT devices to diagnose problems before customers are aware of an issue
  2. Address issues faster by remotely monitoring devices and keeping customers in the loop
  3. Device telemetry and service maintenance data helps to make intelligent decisions around dispatching technicians with the right expertise, availability, and proximity to the job

More information on setting up installing and Configuring Connected Field Service can be found at:

https://docs.microsoft.com/en-gb/dynamics365/customer-engagement/field-service/connected-field-service

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