Microsoft Dynamics® CRM Training
Creating a Service
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Creating a Service
Hi, and welcome to the xRM.com CRM Success Portal.
In CRM Online, a Service is a generalized description of a unit of some type of work that can be performed for a customer or customers by one or more Resources, Resources being Users and the Facilities/Equipment they use. For example, installing a certain product could be a Service. Repairing that product could be a different Service.
If your business is primarily service oriented, you will need to create at least one Service in CRM Online before you can schedule Service Activities in the Service Calendar to perform those Services for your customers.
In this tutorial, we will pretend that our business is an electric company. We will create a Service called "Product Installation".
This task requires a Security Role of Manager, Vice President, CEO-Business Manager, System Administrator, or System Customizer, or equivalent privileges.
We begin by navigating to Service > Services.
In the ribbon, click New.
The Service form opens with the temporary name of "New". In the Name field, we'll type "Product Installation".
The Initial Status Reason is the default status of the Service Activity when it is created. Options like Requested or Tentative are optimal for a business that prefers to approve all Service Activities before committing them to the Service Calendar. Let's select Reserved, indicating that the Service Activity is committed to the schedule, but not yet In Progress.
In the Default Duration field, we must indicate how long this Service typically takes to complete. When a Service Activity is created, the Duration copies this value but can be changed if need be. The drop-down menu allows you to choose durations from "1 minute" up to "3 days", but you can go up to "10 days" if you type the value in manually. Let's say that it takes approximately an hour to complete a Product Installation for our fictional company, so we'll select "1 hour".
The Start Activities Every field and the Beginning At field work together. Let's set the Start Activities Every field to 1 minute, and the Beginning At field to 8:00 AM. This means we can start Activities every minute starting at 8:00AM.
In the Required Resources section, we must define a Selection Rule. Services can be saved without a Selection Rule, but they cannot be scheduled without one.
A Selection Rule is a set of criteria that specifies which Resources are required to perform a Service, or how to select the Resources based on certain parameters. For example, we could designate a specific Team of Users as the only Resource able to complete this Service. Say we have a Team called "Technicians". We could design a Selection Rule that only allows a User from our "Technicians" Team to complete the Product Installation.
We can also designate one User as the sole Resource for this Service, which is what we'll do for this tutorial.
In the Required Resources section, click the gear icon next to where it says the word "Choose". This will highlight the line of text in blue.
Now, in the Common Tasks pane to the left, click Add Resources. This opens the Look Up Records dialog.
We'll select (the User) "xRM Boss", click Add, and then click OK. The dialog then closes.
We have entered all the necessary information regarding our new Service, so we'll click Save & Close, thus closing the Service form.
When you create a Service in CRM Online, it is automatically Activated. Let's walk through briefly how to Deactivate and Activate our Service if need be. Back at the View called Active Services, select "Product Installation", highlighting it in blue. In the Records section of the ribbon, we can click Deactivate and Activate. When we do this, we get a confirmation dialog before the action is finalized.
That's how we create a Service in CRM Online.
Thanks for watching.