All posts by Sai Charan Bhavanipurapu

Microsoft Dynamics 365 for Field Service – Introduction

Dynamics 365 for Field Service Introduction and Overview

Overview of Dynamics 365 for Field Service:

Microsoft Dynamics 365 for Field Service offers a wide range of Solution from Customer perspective majorly focusing on the customer satisfaction by providing service onsite. A glance of Field Service include

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

Work Order generation: Work Order can be generated in many ways as from the Help Desk of your organization to whom the Customer will contact and request for service. Other means could be in the Sales and Service process in the CRM system or a agent visiting the customer and generating Work Order manually. Schedule & Dispatch: After a work order is generated, the representatives can be tracked geographically and schedule to serve the customer depending on the distance from the location of the Customer and dispatching the agent accordingly. Service Delivery: Once Scheduled, the agent delivers the service to the Customer based upon the Work Order generated and gets the Customer feedback on the service delivery of the organization. Review & Bill: Once the Customer’s request is serviced, based on Customer ‘s feedback and other inventory if purchased as part of service will be tracked and other purchases made will be calculated and invoice will be generated which will be sent to the Customer and billed accordingly.

Dynamics 365 for Field Service at High Level:

Field Service capabilities help Organizations deliver to Customer outstanding onsite service. Some of the important aspects of Field service are
  • Work Orders
  • Schedule Assistant
  • Schedule Board
  • Resource Management
  • Asset Tracking
  • Multi-Warehouse Inventory
  • Mobile
  • Geocoding
  • Manage RMAs & RTVs
Work Orders:
  • Captures what needs to be performed.
  • Used to coordinate, schedule resources and activities.
  • Can be used for different types of issues such as installation, breakdown, repairs etc.
Smart Scheduling: Schedule the right resources with the right equipment to the right location, meeting SLAs and ensuring a fast first time fix. This can be performed using Schedule Board. Schedule Board: It is a drag and drop interface for scheduling and rescheduling filtering by Resource Type, Services, etc. Settings allow configuration of dispatcher time zone, grouping etc. Schedule Assistant: Schedule Assistant helps you to apply the constraints to query for resources like the duration, territory, radius, start day & end days. Resource Management: This mainly deals with defining the users, equipments, accounts, contacts etc. that are used to service the work orders. Uses characteristics (skills and certifications) and Category Associations can be included for better scheduling by managing schedules. Mobile Field Enhancement: Enhancing the service so that the technicians will be comfortable at the service by handling either Smartphone, tab or a laptop.

Demonstration of Dynamics 365 for Field Service:

Navigate to the Dynamics 365 in the sitemap and expand the options below and click on the Microsoft Dynamics 365 for Field Service. Field Service module will be opened up in a Field Service application. Core components like the Work Orders, Schedule Board, Resource Management, Inventory, Agreements etc. are categorized in the application under Field Service. Initially when a new Work Order is being created, Work Order type, Billing Account, Service Account, Taxable etc. data is populated into the Work Order record with the initial status as Open – Unscheduled. Work Schedule can be scheduled in the Work Order record itself or from the Schedule Board by opening the Schedule Board and clicking on the Unscheduled work order items at the bottom. Select and resource and drag and drop the work order into the resource’s schedule. It automatically calculates the time frame and a Bookable Resource record is created. The advantage with the Work Orders is Service tasks are updated once it is scheduled helping the technicians to address all the items to gain customer satisfaction.

Planning for Dynamics 365 for Field Service:

Whenever an organization is planning for a Field Service solution, the core functionalities should be designed  addressing all the Work Order creation, Scheduling and dispatching, performing work onsite and billing to customer. Work Order creation: How and what information is entered based on incoming call, email, portal or service agreement? How does creator mark Work Order ready to be scheduled? Scheduling & Dispatching: How will dispatchers interact with Schedule Board, Schedule Assistant? Performing work onsite: Field agents conduct work on site with mobile application. What pre-existing information does field technician need to access and what information will he be 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? Also read previous posts of Dynamix Academy about Microsoft Dynamics 365 below:

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