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Dynamics 365 Field Service - Hidden Gems

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Ali Khan
Ali Khan

Dynamics 365 Field Service focused talk on lesser-known/infrequently used features, presented in Field Service Saturday event in Aug 2020.

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D365 FIELD SERVICE THE HIDDEN GEMS Field Service Saturday Aug 2020
https://akhan.me HI, I AM ALI
OUTLINE SUPPORTED FEATURES? Customize Configure Out of the box
Dynamics 365 Field Service - Hidden Gems
HIDDEN GEMS Work Order Bookings &Time Inventory Agreements Resources Mobility UX and overall settings
1. Overtime and travel charges? I would like to calculate cost of overtime work separately for each work order Cost of traveling should be calculated by the system for each work order so that we can
1. Overtime and travel charges? Feature: Resource PayTypes To do: Set PayTypes for different types of work Read more: here
2. Different types of service charges? Device installation visit costs $250 Crew visit costs $25, cost of servicing will be extra.. We have different types of service charges
2. Different types of service charges? Feature: Field Service Pricelist Details: Field Service Price List supports three pricing mechanisms: Flat Fee: Customer pays $$ for a service (time is NOT considered) Minimum Charge Duration: Free time Minimum Charge Amount: Min. $$ of service upfront, added to the total cost To do: Setup Field Service Pricelist(s) Read more: here and here
3. Send invoices to head office Service invoices should go to the head office Setup [xyz] in all stores with service costing against parent company
3. Send invoices to head office Feature: Service Account and Billing Account Details: Who the service is related to (and the location of service): Service Account Who should be charged: BillingAccount Service Account = BillingAccount (optional) To do: Setup accounts Read more: here and here
4.Identify service territories All customer locations must be tagged with a territory, so that we can send a crew that is closest to the service location
4.Identify service territories Feature: Postal Code andTerritory To do: Setup Postal Code andTerritory in configuration data Read more: here and here
5.Customers are entitled to .. All our premium customers are entitled to 15% flat discount on services Quarterly quality checks are FREE 6-monthly asset service + parts are free on Honda generators
5.Customers are entitled to .. Feature: Entitlement To do: Setup Entitlement per account, product, service, asset, asset categories and/or incident types (work templates) Read more: here
6.WhyWork Order Numbers are missing? Feature: Auto-Numbering To do: Use Opt-in Auto-Numbering feature in Field Service Settings
5.WhyWork Order Numbers are missing? Feature: Auto-Numbering To do: Use Opt-in Auto-Numbering feature in Field Service Settings
7. Copy-paste resource calendars? Ive setup calendar for supervisors, can you copy-paste them to crew members? All resources calendar should be a standard one!
7. Copy-paste resource calendars? Feature: Work hourTemplate To do: 1. Identify types of standard calendars 2. Identify a template resource for each calendar type 3. SetupWork hour template for each calendar type / template resource 4. Use Set calendar for other resources 5. ..and yes, it copies bothWorkTimes andTime-offs Read more: here
8. Reporting requirements Would like to report on each status change of Booking We need a report on total Work, Travel and Break times only
8. Reporting requirements Feature: BookingTimestamps Details: 1. BookingTimestamp can be configured to be generated on Booking Status change or Field Service Status changes 2. Setup BookingTimestamp Frequency Read more: here
9.Too many clicks Can we generate time entries automatically?
9.Too many clicks Feature: Time Entry Generation Strategy Details: 1. SetTime Entry Generation Strategy to Auto-Generate based on BookingTimestamps Read more: here
10.In inventory/purchasing, can we? can we automatically book estimated products? dont allow resources to book materials if stock level is zero
10.In inventory stores, can we? Feature: Field Service Settings: > Auto-allocate Estimated Production =TRUE > Use Out of Stock Products = RESTRICT
11.What if service calendar changes? Function: Reset Agreement Status (Active -> Estimate -> Active) 1. Re-creates Booking Date records 2. Re-creates Work Orders
12. Install a product and service it later we install and maintain assets each part is an asset for us and is under warranty..
12. Install a product and service it later Feature: Products can be converted into an asset in D365 > Convert to Asset flag on a product > Automatically creates an asset onWork Order completion > An asset can be then added to a new or existing agreement for servicing Read more: here
13. Resource preferences Can we send the same crew which did stellar work last time? We cant re-send the same crew/resources who damaged the asset
13. Resource preferences Feature: Resource Preferences > Setup preference on Service Account >Works on Resource Requirement records >Three types of preferences: Restricted, Preferred, Must choose from Read more: here
14. Re Crews, can we setup Crew lead only lead can make booking changes setup adhoc crews / add-remove members
14. Re Crews, can we Feature: Crew Strategy To do: Setup Crew Strategy: Leader management: Leader makes a changes -> cascades to all Cascade:Anyone makes a changes -> cascades to all Self-management: as the name implies Setup Crew with leads Read more: here
15. Can we make UX changes on Schedule Board? Yes and No but mostlyYes. What is configurable: Schedule Board data, views, colours, booking templates What to explore: Tab Settings Filters Scheduler Settings BookingTemplate
OUTLINE 1. Resource PayTypes 2. Field Service Pricelist 3. Service Accounts vs Billing Account 4. Postal Code andTerritory 5. Entitlements 6. Auto-numbering 7. Rostering andWork HourTemplates 8. Auto-generateTime Entries 9. BookingTimestamp Settings 10. Auto-allocate Estimated Products 11. Restrict Out of Stock Product 12. Reset Agreements 13. Products to Assets 14. Resource Preference 15. Crew Strategy 16. Configure Look & Feel Of Schedule Board HIDDEN GEMS
Virtual Coffee: Twitter: @KhanAli https://akhan.me ali.khan@hey.com Q&A

More Related Content

Dynamics 365 Field Service - Hidden Gems

  • 1. D365 FIELD SERVICE THE HIDDEN GEMS Field Service Saturday Aug 2020
  • 3. OUTLINE SUPPORTED FEATURES? Customize Configure Out of the box
  • 5. HIDDEN GEMS Work Order Bookings &Time Inventory Agreements Resources Mobility UX and overall settings
  • 6. 1. Overtime and travel charges? I would like to calculate cost of overtime work separately for each work order Cost of traveling should be calculated by the system for each work order so that we can
  • 7. 1. Overtime and travel charges? Feature: Resource PayTypes To do: Set PayTypes for different types of work Read more: here
  • 8. 2. Different types of service charges? Device installation visit costs $250 Crew visit costs $25, cost of servicing will be extra.. We have different types of service charges
  • 9. 2. Different types of service charges? Feature: Field Service Pricelist Details: Field Service Price List supports three pricing mechanisms: Flat Fee: Customer pays $$ for a service (time is NOT considered) Minimum Charge Duration: Free time Minimum Charge Amount: Min. $$ of service upfront, added to the total cost To do: Setup Field Service Pricelist(s) Read more: here and here
  • 10. 3. Send invoices to head office Service invoices should go to the head office Setup [xyz] in all stores with service costing against parent company
  • 11. 3. Send invoices to head office Feature: Service Account and Billing Account Details: Who the service is related to (and the location of service): Service Account Who should be charged: BillingAccount Service Account = BillingAccount (optional) To do: Setup accounts Read more: here and here
  • 12. 4.Identify service territories All customer locations must be tagged with a territory, so that we can send a crew that is closest to the service location
  • 13. 4.Identify service territories Feature: Postal Code andTerritory To do: Setup Postal Code andTerritory in configuration data Read more: here and here
  • 14. 5.Customers are entitled to .. All our premium customers are entitled to 15% flat discount on services Quarterly quality checks are FREE 6-monthly asset service + parts are free on Honda generators
  • 15. 5.Customers are entitled to .. Feature: Entitlement To do: Setup Entitlement per account, product, service, asset, asset categories and/or incident types (work templates) Read more: here
  • 16. 6.WhyWork Order Numbers are missing? Feature: Auto-Numbering To do: Use Opt-in Auto-Numbering feature in Field Service Settings
  • 17. 5.WhyWork Order Numbers are missing? Feature: Auto-Numbering To do: Use Opt-in Auto-Numbering feature in Field Service Settings
  • 18. 7. Copy-paste resource calendars? Ive setup calendar for supervisors, can you copy-paste them to crew members? All resources calendar should be a standard one!
  • 19. 7. Copy-paste resource calendars? Feature: Work hourTemplate To do: 1. Identify types of standard calendars 2. Identify a template resource for each calendar type 3. SetupWork hour template for each calendar type / template resource 4. Use Set calendar for other resources 5. ..and yes, it copies bothWorkTimes andTime-offs Read more: here
  • 20. 8. Reporting requirements Would like to report on each status change of Booking We need a report on total Work, Travel and Break times only
  • 21. 8. Reporting requirements Feature: BookingTimestamps Details: 1. BookingTimestamp can be configured to be generated on Booking Status change or Field Service Status changes 2. Setup BookingTimestamp Frequency Read more: here
  • 22. 9.Too many clicks Can we generate time entries automatically?
  • 23. 9.Too many clicks Feature: Time Entry Generation Strategy Details: 1. SetTime Entry Generation Strategy to Auto-Generate based on BookingTimestamps Read more: here
  • 24. 10.In inventory/purchasing, can we? can we automatically book estimated products? dont allow resources to book materials if stock level is zero
  • 25. 10.In inventory stores, can we? Feature: Field Service Settings: > Auto-allocate Estimated Production =TRUE > Use Out of Stock Products = RESTRICT
  • 26. 11.What if service calendar changes? Function: Reset Agreement Status (Active -> Estimate -> Active) 1. Re-creates Booking Date records 2. Re-creates Work Orders
  • 27. 12. Install a product and service it later we install and maintain assets each part is an asset for us and is under warranty..
  • 28. 12. Install a product and service it later Feature: Products can be converted into an asset in D365 > Convert to Asset flag on a product > Automatically creates an asset onWork Order completion > An asset can be then added to a new or existing agreement for servicing Read more: here
  • 29. 13. Resource preferences Can we send the same crew which did stellar work last time? We cant re-send the same crew/resources who damaged the asset
  • 30. 13. Resource preferences Feature: Resource Preferences > Setup preference on Service Account >Works on Resource Requirement records >Three types of preferences: Restricted, Preferred, Must choose from Read more: here
  • 31. 14. Re Crews, can we setup Crew lead only lead can make booking changes setup adhoc crews / add-remove members
  • 32. 14. Re Crews, can we Feature: Crew Strategy To do: Setup Crew Strategy: Leader management: Leader makes a changes -> cascades to all Cascade:Anyone makes a changes -> cascades to all Self-management: as the name implies Setup Crew with leads Read more: here
  • 33. 15. Can we make UX changes on Schedule Board? Yes and No but mostlyYes. What is configurable: Schedule Board data, views, colours, booking templates What to explore: Tab Settings Filters Scheduler Settings BookingTemplate
  • 34. OUTLINE 1. Resource PayTypes 2. Field Service Pricelist 3. Service Accounts vs Billing Account 4. Postal Code andTerritory 5. Entitlements 6. Auto-numbering 7. Rostering andWork HourTemplates 8. Auto-generateTime Entries 9. BookingTimestamp Settings 10. Auto-allocate Estimated Products 11. Restrict Out of Stock Product 12. Reset Agreements 13. Products to Assets 14. Resource Preference 15. Crew Strategy 16. Configure Look & Feel Of Schedule Board HIDDEN GEMS
  • 35. Virtual Coffee: Twitter: @KhanAli https://akhan.me ali.khan@hey.com Q&A

Editor's Notes

  • #12: A. Datum Fabrication
  • #14: Blue Yonder Airlines
  • #16: Blue Yonder Airlines
  • #20: Blue Yonder Airlines
  • #22: WO00106
  • #24: WO00106
  • #26: WO00106
  • #29: Universal Network Card -> Asset -> WO0003
  • #31: The Phone Company 00110
  • #33: The Phone Company 00110