Microsoft Dynamics® CRM Training
Introduction to the Field Service App in Microsoft Dynamics 365
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This video will introduce the Field Service app for Microsoft Dynamics 365 Enterprise edition. This app is included in Plan 1, but can also be purchased separately. The Field Service app is a complete Field Service management solution, useful for companies with employees out in the field, servicing products -- companies who need to keep track of inventory, available resources, work orders, customer billing, and analytics. For example, a company that sells, installs, and services elevators could significantly benefit from the Field Service app. Field Service helps optimize your service schedule, provide mobile support, increase on-time delivery performance and first time fix rates, and enhance real-time communication and collaboration. In short, the Field Service app provides: • Optimized scheduling • Contract management • Inventory management • Mobile productivity • Connected Field Service • Customer communications Using tools like AppSource, PowerApps, Power BI, and Microsoft Flow, you can also not only integrate add-on applications to enhance your service capabilities, but can also create custom applications specific to your business needs. The process shown here is a quick overview of what you're going to use Field Service for and when. There are quite a few additional features of this app, but this introduction video will focus on walking you through this process. So, after a case is created, for example, by a customer service representative, you're going to create a work order, schedule it, dispatch an individual to complete the work order, service the item, review and approve the work, and then, finally, invoice and make inventory adjustments based on the work that was done. Let's dive in. Click the down arrow to the right of Sales along the top of the screen, then click Field Service to view the contents of the app. Here, you'll see five section: Work Order & Scheduling, Sales, Service Delivery, Inventory & Purchasing, and Settings. Some of the entities shown here, you may recognize from other apps, such as accounts, contacts, leads, opportunities, and even the schedule board. This video will focus on the items that specifically apply to Field Service, as I mentioned. Let's start with work orders. Before you actually create work orders, you're going to want to do a bit of configuration, starting with incident types. Incident types are, essentially, service templates that allow quick creation of work orders for jobs your company regularly performs. Within the Field Service menu, click Administration within the Settings column. Click Incident Type, then, on the page that appears, click New in the upper left corner of the screen. Enter text in the Name field, then enter text in the Description field to detail the task a bit more. Next, you'll want to set the estimated duration. There are two ways to do this. If this incident includes any Service Tasks, the estimated duration will automatically populate based on the total time for all of the service tasks within the incident. You won't be able to add Service Tasks, however, until after you save the record. So, for now, we'll click within the estimated duration field, and choose the time from the dropdown list; if, later on, we want to add service tasks, once we do so, the estimated duration field will automatically update accordingly. Click Save to activate the record. Now, you'll be able to add additional details to this incident type, such as service tasks, products, services, and other notes. To add service tasks, products, and services, simply click to expand the appropriate section, and click the plus sign. For now, let's go back to the Administration section by clicking it along the top of the screen. Here, you'll want to set priorities, create work order types, set up work order sub-statuses, service task types, and time groups, in the same way we just set up the invoice type. After work order setup is complete, you can start using work orders. If we refer back to the process shown earlier, we'll want to start by creating a work order. Along the top of the screen, click the down arrow next to Field Service, and choose Work Orders from the Work Order & Scheduling column. Here, you'll see existing work orders, and can change the view by clicking the down arrow to the right of the view name and choosing the desired view from the list. To open or edit an existing work order, simply double-click the desired row. For now, though, we're creating a work order, so click New. Click the magnifying glass for the Service Account field, and choose the account from the dropdown list. If the account doesn't appear h ere, click Look Up More Records, or click New. You'll see account information populate within the form. Then, enter text as a quick summary of the work order in the Work Order Summary field. Click the Primary Incident Type from the dropdown list. This is where you'll notice the setup we just did comes into play. Incident type information will populate into the appropriate fields. Scroll down to the General section and click the magnifying glass for the Work Order Type; choose from the dropdown list. Price list information may populate, based on what you choose. If it doesn't, however, make sure you complete the Price List field. If the Taxable field didn't autopopulate, click the magnifying glass and select the appropriate tax code. Click Save, or Save & Close. After saving, sub-grids for Incidents, Bookings, and additional sections will show plus signs, where you can add additional information to the work order. For today, however, we're going to click Save & Close. Next, let's schedule a work order. There are a few ways to do this. You can do it manually on the Schedule Board, or directly on the work order using either the Book option, or the Schedule Assistant. For today, let's do it directly on a work order, using the Schedule Assistant, since this is one of the places that the Field Service app really provides value and improves existing processes. So, within the Work Orders entity, double-click the row for the desired work order to open. The System Status column shows which work orders are currently unscheduled, so most of the time, you're going to want to schedule those work orders; the exception would be a work order you needed to change the resource for after scheduling. So, I'm double-clicking the row for this Service Call for a fan that's out. When the work order opens, you'd click Book to manually select the desired resource, but today, as I mentioned, I'm going to click Schedule Assistant and let Dynamics 365 show me the resources that would be best for this work order. In the popup window, choose the desired criteria from the Search Available Slots sidebar. Use the arrows to set the amount of time the resource should be available for. It will default to the amount of time the specific incident type normally takes, but let's say we know what the exact fan issue is already, so we think this work order will take less time than usual. As a result, I will use the arrows to lower the available duration to just an hour and a half. I don't want to ignore location or anything so I'll scroll down and change the radius to the furthest I want the technician to be traveling to complete the work order. I'm pretty sure we have a tech closer than 20 miles from the work site, so I will change the radius to 10 miles. Choose dates and times for Search Start and Search end to correspond with how soon this work order must be completed. I'll leave them set as is for now. In the Characteristics field, check or uncheck requirements for the technician. As mentioned earlier, we know what the fan issue is, so while this incident type normally requires AR12 certification, this specific work order does not, so I'll uncheck this box. Click the Search Resources button to find available resources. Oops, looks like there are currently no resources that match my search terms, so I'm going to edit what I'm looking for. I realize that maybe the technicians within 10 miles are already booked, so I'll change the Radius back to 20 miles and search again. Much better. So now I see everyone that meets the criteria I've searched for. I'm going to click to view the map of resources to try to pick the individual who is the closest to the work site. Click to zoom out or in to see more resources, if desired. You can click to see which resource is represented by each symbol, so I click and see that Luke Lundgren appears to be the closest available technician. I'll click to go back to the available resources list and click the row for Luke Lundgren. I'll verify the appointment details and click Schedule & Close to book. This appointment will now appear in the Bookings sub-grid on the work order. As you can see, the Schedule Assistant helps you book resources as efficiently as possible. Luke will be automatically notified of this appointment and can accept or decline it. When Luke begins this work order, he'll use the mobile app to enter information about what is done in real time, including changing the status to Open - In Progress when he starts, and when he's done, he'll change it to Open - Complete. When the field supervisor or manager verifies that the work was done properly and information shown is correct, he or she will change the status to Closed - Posted. If the work order was canceled instead of being completed, there's a status option to reflect that as well, so wherever a work order is in the process, it can be appropriately tracked. After the work order is closed and posted, an invoice is automatically created and sent by the system, based on products and services utilized. This significantly increases efficiently and accuracy in tracking available inventory. We can, of course, always create purchase orders and initiate inventory adjustments or transfers manually as well, by clicking the down arrow next to Field Service and choosing the desired entity from the Inventory & Purchasing column, we just don't have to, most of the time. While we're here, let's quickly click the Schedule Board. If we search for Luke Lundgren, we can see he's tentatively booked for the work order we just scheduled; this is because he has not yet accepted. We can click his name and see a breakdown of what he's booked for. As you can see, we've walked through a lot of parts of the field service app, just in showing the process a work order goes through. Now, let's talk about some of the other important parts of the Field Service App: RMAs and purchase orders. Click the down arrow to the right of Field Service and choose RMAs within the Inventory & Purchasing column. When a product is returned, an RMA is created in the system. Click New to create a new RMA. Choose the Service Account by clicking the magnifying glass and choosing from the dropdown list, or clicking Look Up More Records, which is what I'll do now. Find the desired account in the window that appears, select it and click Add. Choose the associated work order, if applicable. Scroll down and choose a price list from the dropdown list. Click the magnifying glass and choose the desired Processing Action, which is the type of return. The type of return will be one of three things: return to warehouse, return to vendor, or RTV, or change equipment o wnership. If it's being returned to the vendor, please note that an RTV must be created after the product is received. For this example, I'll choose to return to warehouse. Choose a tax code from the dropdown list, then click Save. Scroll down, expand the Products section, and click the plus sign to add a new RMA product. This is the product being returned. Choose the quantity, then click the magnifying glass for Product and choose the product being returned. Click the magnifying glass for Return to Warehouse and select the warehouse the return should go to. Enter the price in the Unit Amount field, then click Save & Close. To Approve the RMA, click the magnifying glass in the Approved By field and choose your name, or whoever is approving it. Next, click the down arrow to the right of the RMA name along the top of the screen and choose Receipts. Click Add a New RMA Receipt, then enter a name for the receipt and click Save. Click the plus sign for the Product sub-grid, and in the window that appears, choose the RMA Product from the dropdown list, enter the Quantity, and click Save & Close. If this had been a Return to Vendor RMA, I'd create an RTV now, but it's not, so we're finished. Again, inventory is automatically updated based on purchases and returns, making tracking inventory significantly easier and less time-consuming. Being able to manage inventory in real time, between locations, is key. From knowing what parts you have and where to improve first-time fix rates, to predicting what materials you'll need, Field Service provides excellent tools for inventory management. What I just showed was just a small portion of what the Field Service app is capable of. This app is an extremely beneficial tool for businesses with employees out in the field. Thanks for watching this video by xRM!