1. Installation

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

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 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:

Reduce downtime by connecting to IoT devices to diagnose problems before customers are aware of an issue
Address issues faster by remotely monitoring devices and keeping customers in the loop
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

This article looks at how Microsoft Forms with Flow can be used to create forms quickly that can pass data to Dynamics 365 online.

In the past, this task has always been a challenge. Getting developers to create forms that can create Leads in Dynamics 365 or using third party ISVS.

Benefits and Advantages of Using MS Forms and Flows:

Microsoft Forms and Flows can not replace fully the normal method of creating Web to Lead Forms. However, it can come close and advantages are clear for System Admins to use this methodology

Marketing Teams can quickly design forms without using third party resources. Drag & Drop interface including themes and colour pallet.
Forms can be used for surveys as well and shared via email.
More economical then getting forms developed by third parties.
Responses are stored within Forms as well and can be exported out to Excel
Forms can be shared via link or embedded in a website.

Steps to Set Up Web to Lead Capture

Login to Microsoft Office and select Form from apps selector. Log into your office online account by clicking here.

Figure 1: Office Short Menu

This menu is accessed by clicking on dots at top left of banner. This is a condensed menu and you may need to click on All apps to view Forms.

: Figure 2: Extended App Menu

click on Form to enter to start designing a new form. Follow simple steps to create a form. You may chose to design a quiz as well.

: Figure 3: Form Setting Menu

Once inside Form creation, there are various ways of personalizing the form for your needs. Different images, themes etc can be chosen. However, purpose of figure 3 above is not to go through form customization and highlight the settings menu. Clicking on … in top right menu activates from menu. Clicking on settings will pop up settings menu.

If you plan to use this form publicly, make sure ‘Anyone with link can respond’ is selected

Here various settings can be chosen. Most important, if you plan to use this form publicly, make sure ‘Anyone with link can respond’ is selected.

Once we are happy with the form, next step is to decide how to use and share the form. Several options are available to chose from.

: Figure 4: Form Share Options

Options currently available:

Send a Link
Download QR Code
Embed to a website using iframe
Email Directly

Fun Bit. Connecting the Form to Dynamics 365

This is where the fun begins. The form design is complete. You have decided how to use the form. Now we need to make sure that responses from the form are pushed into Dynamics 365.

We leverage the functionality provided by Microsoft Flow interface.

Using the office menu as in figure 1 above, click on Flow.

There are already pre-built templates available that can be used for various functionalities.

: Figure 5: Selecting Flow Template

You can be really adventurous and start with a blank canvas. However, to make things simple, I chose the template in Figure 5 above and modified it to create record in Dynamics 365 instead of SharePoint.

NOTE: Access to SharePoint site is required to start using the above template. Template attempts to connect to services as shown in Figure 6 below. If access to SharePoint is not available, choose a different template or start with a blank flow and add steps as illustrated in Figure 7 and 8.

: Figure 6: Flow Connection Screen

Edit template as shown in Figure 7.

: Figure 7: Edit Flow Template

Add Dynamics 365 create record connector

: Figure 8: Add Dynamics 365 Create Record Connector

Adding Dynamics 365 Create Record action will connect to one of 365 organisations that can be accessed by logged in user. Organisation to use can be selected from drop down.

: Figure 9: Dynamics 365 Create Record Connector Configuration

The connector is highly configurable and will display all the fields available for the selected entity by clicking on ‘Show advanced options’. Fields can be set to have specific value as well. For example, ‘Lead Source Label’ in Figure 9. This is set to Advertisement for any record being created through this process. Hence, it is very simple to categories records being created from different forms and sources.

Next step. Hit Save and enable testing……..

: Figure 10: Flow Save And Test

As seen in Figure 11, below, trigger even can be selected. Select ‘I’ll perform the trigger action’ as trigger for the flow is submission of data. This will occur when a user clicks ‘Submit’ button on the form

: Figure 11: Test Flow Trigger

After clicking ‘Test’ the Flow becomes active.

For testing purposes, copy link to the form created and open in a browser window.

: Figure 12: Demo Form Submit Data

Figure 12 shows the demo data that has been entered for blog purposes.

: Figure 13: Form Submission Confirmation

And as by magic, a lead appears in Dynamics 365 as seen in Figure 14 below.

: Figure 14: Submitted Record in Form as Lead in Dynamics 365

Good Things About using Flows

will provide the list of usage of flow. Can click on any instance to view the status and timing etc. For example, for the form that was submitted earlier in this blog, the steps with times is displayed in Figure 15 below