Published by Barry Francis on the 11 of June 2018.

 

Content

Field Service Application Setup

365 Field Service Setup

Field Service Capabilities

Work Order Management
Schedule Board and Dispatch
Manual Scheduling
Scheduling Assistant

Resource Management
Service Locations
Inventory Management
Customer Assets
Purchase Orders
Warehouses
Inventory Transfers
Inventory Adjustments
Mobile App


FIELD SERVICE APPLICATION SETUP

365 Field Service Setup

To associate field service to your Dynamics 365 instance, you can request before it before you deploy your production / sandbox environment or enable it later as an additional application.

Once enabled, a new module will appear within your Dynamics 365 instance.

FIELD SERVICE CAPABILITIES

Field service is broken down into different capabilities. Some of these capabilities will assist you in organizing your resource service scheduling, resource skill matching, ensuring on-time delivery,

We will now work through each of the capabilities one at a time, ensuring we give a full view into what field service enables you to accomplish.

Work Order Management

Work orders are generally created from a case or an opportunity, but the purpose remains the same. Work orders are designed to organize resources to complete a set of work required.

To better understand the work order, we will be working through this capability in a scenario based example.

Right now, we have a Dynamics 365 service case that requires a technical support representative to be on-site with one of our customers to fix their router issue. Instead of just assigning the case to the technician, we will create a new work order and schedule the representative.

To do this, open the case, then select the arrow next to the case name and choose Work Orders. Then select the Add New Work Order button under the work orders view.

This will then open up the work order quick create.

Fill in as much of the details required as possible, most notably:

  • Service Account
  • Work Order Type
  • System Status
  • Price list

When a work order type is selected, the price list should automatically be populated IF a price list was associated to the work order type. The billing account will be based off the service account by default and the address information will be pulled from the service account (provided it has an address).

Work order types are an entity by themselves. They require a name and details like a price list (not required). Most notably, you can also set if an incident is required and if that work order type is taxable or not. If it is taxable, a sales tax code will be required.

If incident is set to Yes, the primary incident type field on the work order will become required.

If taxable is set to Yes, the sales tax code field will become required.

The primary incident type field is a lookup to an entity called Incident Types, while the sales tax code lookups to an entity called Tax Codes.

The work order type can have both set to yes, both set to no or set to either one. You will need to know that setting a work order type to yes on either field will result in the above behaviours.

Keep in mind that the primary incident type field, if not made required, is still available to be utilized, while the sales tax code field will be hidden if not made required.

If no default price list was added to the work order, you will need to set one on the work order itself. But, it must correspond with the price list on the

A tax code record will ask you to setup a new group or tax code record. Do this if the work order you are setting up is taxable.

Outside the of the tax code record, you can setup a group of tax codes that will be applicable to the work order or just use a single tax code record.

You can also include incident types to your work order. Incident types describe the type of work required on the work order. It includes all the skills, tasks, services and products associated to the work required.

You can set the default service tasks required to complete this type of incident, products and services associated to this type of incident. You can also include the skills associated to the type of incident by adding characteristics. This also affects the resources you will be able to schedule when using the scheduling assistant. If no characteristics with skills associated are added, then when manually scheduling, skills are ignored when scheduling a resource.

Also keep in mind that the only type of products you can associate to an incident type by default is one that is set to an inventory or non-inventory type.

To summarize:

  • Work Order Types

Categorize work required for the work order

  • Priority

Rate the importance of the work order.

  • Service Territory

Organize work orders and their scheduled resources by geographical location.

  • Incident Type

Common issues that customers could report. Contains products, services and service tasks associated to a particular incident.

  • Products

Items that may be needed to complete the work order. Can be set to be included as a cost and reflect on the total amount.

  • Services

Determines the type of work that is required to complete the work order.

  • Service Tasks

Steps or instructions to help complete the work order.

  • Characteristics

Skills and knowledge required.

One last note to consider when setting up the work order is that the total amount set on the work order is connected to the product, services and service tasks associated to the work order.

A warning to all system administrators who want to customize the work order, please do not update the work order status, rather use the sub-statuses as this will cause issues with the scheduling assistant.

While this is the case, you can setup SLA’s to be configured to the work order according to the type of work order and base the failures and warning off the work order statuses. You can also configure a business process flow to handle how certain work orders should proceed throughout its lifespan.

Schedule Board and Dispatch

The schedule board provides an overview of resource allocation and availability. To view the schedule board, navigate to Field Services < Schedule Board. There you will be presented with the schedule board with the following tabs and actions.

  1. Configuration tabs
    1. Time period setting – Hour, Days, Weeks, Months
    2. View – Vertical or horizontal
    3. Map View
    4. Hour/Day/Week/Month next and previous buttons
    5. Book (Select this button or select an empty block next to the resource)
    6. Actions – Get driving directions, Move bookings to different day, Print Schedule board or new booking alert
  2. Filter & map

Filter the schedule board based on the filters seen in figure 10.  Once set, select the Search button.

To enable the Bing maps, you will need to complete the following as a system administrator:

1. Navigate to Settings < Administration < System Settings, there under the Bing maps section, enable Bing maps.

2. Navigate to Resource Scheduling < Administration < Scheduling Parameters. Under the parameters, set the Connect to Maps to Then, when selecting the map view, the map will appear.

Once setup, each time you are filling out an address field, Dynamics will make suggestions based on the details you are filling out, that once selected, will populate the remaining fields (including latitude and longitude fields).

3. Create Resource booking

Once a booking requirement has been selected, select a block on the calendar and open the resource booking tab. Based on your selection, most of the fields would have been completed. Set the booking method and booking status to complete the booking process.

Once booked, the calendar will update based on the amount of time being utilized.

If you schedule a booking over the same time period, it will be accepted, but the time the resource is capable of will show in a red colour.

If you need to update a booking, right-click on the booking and select one of the options.

4. Details

The details tab shows a summarized version of the booking requirement.

5. Booking Requirements

All open requirements or unscheduled work orders will show up under this tab. Select a record to begin the booking process.

Once a resource is booked against a work order, the system status on the work order will display: Open – Scheduled.

One last item to note on the schedule board is the COG button on the top right as well as the new tab button.

If you choose to open the tab settings, you will see the same screen used when setting up another tab. Once you’ve set up another tab, click on the tab name to choose which tab you want to view.

Using the map view, you can get access to an aerial view of your bookings, select the Show Traffic button to view current traffic issues, organizational units and options to hide/show certain settings.

When selecting one of the bookings, you will see a summarized version of the booking as well as its booking status.

The types of scheduling available to you are:

Manual Scheduling

Manual scheduling is quite simple, using the scheduling board, select the open or unscheduled requirements, then, next to each resource, select the available time slot and select book to complete the booking.

Scheduling Assistant

This process can be tricky if not followed correctly.

Navigate to the scheduling board to begin. Then, either using the filter or map view, select the requirement needing to be booked for.

Using the map will simply apply all the filters to the filtering search.

The resources available for the work order will show in the middle and show the time available to each resource depending on the day.

In figure 21 you will see the difference in time available to each resource depending on the work hours set against each. Ace has not had any work hours set, while Jimmy has had 11 hours of a normal work day set against his resource record. His weekends also show 0 hours available as Saturday and Sunday have been excluded.

Using this view, select the time slot on the resource schedule and select the book button to confirm the booking.

You can continue to add additional filters to the filter view if you want to ensure you have the correct set of resources that match the requirement for the work order.

One of the filters available is the radius, if the work order is outside of a radius, the resources will not show

Resource Management

To create a new resource, navigate to Resource Scheduling < Resources. There you will be able to view a list of your businesses resources and create new resources.

When creating a new resource, select the resource type:

  • Generic

This type will only ask for a name for the resource.

  • Contact

This type will open a contact lookup field to be associated as the resource.

  • User

This type will open a user lookup field to be associated as the resource.

  • Equipment

This type will only ask for a name for the resource.

  • Account

This type will open a contact lookup field to be associated as the resource.

  • Group

This type will only ask for a name for the resource.

You will also need to set the start and end locations for the resource. The options are:

  • Location Agnostic

Use this option if you only want to create a new resource and not worry about its start and end locations.

  • Resource Address.

You will only be able to use these options if the Address 1: Latitude AND Address 1: Longitude fields have data set in them.

  • Organizational Address

Like with the resource address, the organizational address can be set, but will require an organizational unit to be setup. The organizational unit will hold a name, longitude and latitude.

One last set of fields that you can use are:

  • Display on Schedule Board (Yes/No)
  • Enable for Availability Search (Yes/No)
  • Hourly Rate (field level security)
  • Enable Drip Scheduling (Yes/No)
  • Time off Approval Required (Yes/No)

Add in as many characteristics, resource categories, resource characteristics and category associations as possible, as this will only help you when you look at scheduling your resources.

If you want to set the work hours for the resource (i.e. only works week days and between 8am-5pm), then open the resource and choose the Work Hours under associated.

Alternatively, you can setup a work hours template to be used each time you set a resource work hours. Navigate to Resource Scheduling < Work Hours Template to create new work hour templates

Service Locations

Service locations are managed through the entity: Sites. These sites are locations where you would normally provide service to your customers, like service centers. When creating new sites, keep in mind that they can only be linked to existing user accounts or facilities/equipment.

To create a new site, navigate to Settings < Business Management < Sites. Once there, click on the New button to create a new site. Once set, you can either add resources to the sites through the associated tab or navigate to the resources themselves and update their sites.

These sites then specify where the resource would normally be located. Keep in mind that these sites do not showcase the resource nor the site itself on the map filter for the schedule board.

However, if you use territories, you will be able associate that with a resource and use that territory as a filter.

Inventory Management

Inventory management extends the product catalog by introducing an inventory management system. We will be working through the following items that make up inventory management:

  • Customer Assets
  • Purchase Order
  • Warehouses
  • Inventory Transfers
  • Inventory Adjustments

Customer Assets

Customer assets, located under the field services module, can be connected to work orders, which then provides a full detailed service history for the item. Outside of the historical detail, you can also setup maintenance dates onto the asset and automatically create new annual/monthly work orders to maintain these assets. Then all that is needed is to either manually book a resource or use the service location on a work order to automatically schedule resources in the same area to work on completing these work orders.

To create a new customer asset, either navigate to Field Services < Customer Assets and creating a new customer asset and linking it to a product, or, when creating a new product, under the field service tab, set the Convert to Customer Asset to Yes. Then, when a work order is completed with the product set as a work product, the product set to be converted will have a customer asset created, with it linked to the service account that was associated to the work order.

Purchase Orders

Purchase orders are created to purchase products with the purpose of selling them to customers through a work order.

When creating a purchase order, navigate to Field Service < Purchase Orders and create a new purchase order.

Enter in a vendor and purchase date, then enter in a work order and warehouse if applicable.

If you include a work order, when the product has been marked as received, it will add the product to the work order as a work order product.

To add a product to the purchase order, scroll down to the tab marked; Sub Grids. Then add a new purchase order product. If you included the warehouse and work order in your purchase order, these fields will be pulled through to the purchase order product. The product, as seen in figure 26, was set to be converted and was set to be of an inventory type.

When setting up a purchase product, make a note of the item status. By default it is set to pending and should not be set to received as the locked quantity will not have a value.

Heading back to the purchase order, move on to the next stage and either approve or reject the purchase order.

Once set to approved, the person who approved the work order will appear under the Approved/Rejected by field. Then move on to the next stage which should be set to Products received. If not, you will need to create a new purchase order receipt product in the Purchase order receipt business process flow stage.

Then move on to the next stage which will be creating the purchase order receipt.

If you want to let the system know that you have received the products, then you will need to create a new purchase order receipt product. Once created, the item status of the purchase order will reflect as Received.

Once the above has been done, the purchase order’s system status will be updated to; Products Received.

Click next stage to move back to the purchase order. Finally, a purchase order bill will need to be created. Click on the next stage to create a new purchase order bill.

This is the last step which then completes the entire purchase order process.

Items to note from this process is that the purchase orders are not defined by themselves, they have to be used in conjunction with purchase order receipts and purchase order bills. The actual status of the purchase order and the way in which the purchase order products are handled, there is very little manoeuvrability around the processes defined in this section.

Warehouses

Warehouses allow you the ability to keep a track of your product inventory. Once created, you can then begin associating products to the warehouse by using the associated tab or, when creating a new product inventory, you will need to associate the product to a warehouse.

Inventory Transfers

Inventory transfers allow you to transfer products between two warehouses while at the same time keeping a historical timeline of the transfer. When creating a new inventory transfer, you will only be able to use bookable resources in your inventory transfer.

Once created, click on the associated tab and create an inventory adjustment product record to complete the product transfer.

A much easier way to deal with the inventory transfer is to use the Inventory Transfer button on the Inventory Transfer entity page. Simply select the button, choose the two warehouses that the transfer will be happening between, then select the products and transfer them.

This will automatically create the inventory transfer record and inventory adjustment product based on the selections in figure 31.

Inventory Adjustments

Inventory adjustments allow you to add or remove inventory from a warehouse.

Much like the inventory transfer, an inventory adjustment must be created first, specifying which warehouse in being adjusted, then creating a new inventory adjustment product to decrements or increments the product associated to that warehouse.

Mobile App

Field services has its own mobile app that can be accessed from the Google Play store or iTunes.

Once downloaded and installed, open and log into the application.

You will then be able to access the following items by default:

  • Dashboard
    • Orders
    • Opportunities
    • Cases
  • Accounts
  • Bookings
    • Via the Map based on your current location
    • List view
    • Create new

NOTE: You will need the Woodford solution:  https://www.microsoft.com/en-US/dynamics/crm-customer-center/install-the-field-service-mobile-app.aspx

  • Contacts
  • Customer Assets
    • List View
    • Create New
  • Products
  • Time Off Requests
  • Map
  • Activities
  • Call Import
    • Once permission has been given, the mobile app will have access to your call history which you can use to select and import.
  • Setup
  • About

When selecting Map, you will be show your current location as well as the work orders around you.

You can select any of the work orders and preview each.

Once a work order is selected, you can then view the details that make up the work order, like the contacts involved, quotes, orders, invoices, activities and notes. They can also click on the edit button on the top right of the account to view their address information and contact details.

This will allow resources booked to the work order the ability to navigate to the client without having to phone can confirm address information.