Microsoft Dynamics® CRM Training

Introduction to the Project Service Automation App in Microsoft Dynamics 365

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This video will introduce the Project Service Automation app for Microsoft Dynamics 365 Enterprise edition. This app is included in Plan 1, but can also be purchased separately. This video will explain what project service automation is and how to get started using it. The project service automation app is a one-stop-shop that aids sales, project management, and delivery teams in delivering billable projects in a timely and efficient manner while staying within budget. It makes it easy to build your reputation and customer relationships by reducing the time and energy your team has to put in to stay organized and provide answers on-demand. You will likely find this app useful if your company delivers billable professional services through projects that are task-based and timeline-managed. First, let's navigate to the Project Service Automation app. Click the down arrow to the right of the app name, then click the Project Service Automation tile. Before we go into the how-tos, there's a little more you should know about what project service automation in CRM is and the benefit it will provide your business. It's an end-to-end solution, so you can use it from the beginning of the sales process, all the way to the final client deliverables, tracking any desired metrics as you go. It contains three distinct sections: Planning and Delivery, Billing, and Resources, as you can see here. Let's start with the Planning and Delivery section, which somewhat resembles Microsoft Project. Here, you can create projects, complete with timelines, team members, estimated and actual costs, and status. You can go back in and edit those projects as you get more information or get further along in them. And, you can even see what phase of a project you're in at all times, with really easy-to-understand visuals. To create a project, within the Planning and Delivery section, click Projects, and on the page that appears, click New Project. Enter desired text in the Name field, then complete the Description and Customer fields, if desired. While the name field is required, Description and Customer are optional, though we always recommend entering as much information as possible. choose the desired Calendar template, if different than what has autopopulated the field, by clicking on the magnifying glass, and either choosing from the list, clicking Look up more records, or clicking New. For today, we will use the Default Work Template, which actually autopopulated upon opening the New Project form. Verify that the listed currency is correct, then click the magnifying glass for the contracting unit and either choose a unit from the dropdown list, click Look up more records, or click to create a new unit. For today, I'll select an existing contracting unit from the list. If someone other than you is the project manager, click the magnifying glass for the project manager field to change it. Enter any dates you may know, estimated or actual, by clicking within the respective field, clicking the calendar icon, then clicking to select the desired date. Click Save to finish creating your project. That's it! You've created your first project. Of course, however, you will want to build this project out to get value out of it, so let's go through a few places you'll need to navigate to in order to do this. From the project page, click the down arrow to the right of the project name along the top of the screen, and choose Work breakdown structure. Within the Work breakdown structure is where you'll need to do quite a few things to get the project built out. Let's go over what those things are and where they're located. You'll want to: • Add tasks by clicking Add Task, then naming the task, entering any desired details, such as effort hours, start and end dates, duration, roles, and resources, and clicking Save. Please note that project tasks are not the same as Tasks or Activities elsewhere within Dynamics 365; the tasks you use and sync with Outlook in the Sales and Service apps are different than the tasks within Project Service Automation. • Indent/outdent tasks to move them up or down in the hierarchy and to make them part of other tasks or their own, standalone tasks • Edit task details by clicking on the desired detail, and editing accordingly. For effort hours, simply use the up and down arrows to edit. For dates, click the calendar icon and select a different date. • Show or Hide the Gantt chart as needed; the Gantt chart shows allocated resources for each day, week, month, or year, depending on what you choose in the Time Scale field • Delete tasks by clicking the task's row to select, then clicking Delete, and confirming deletion by clicking Yes in the window that appears • Generate a project team by clicking Generate Project Team; this will remove all unassigned roles from the project and create a new team based on the work breakdown structure For today, I'll click No, since we don't need to assign a team to this sample project. Now that you know the basics of creating and building out a project, let's touch on the other sections of the Planning and Delivery module of the Project Service Automation app. Remember earlier that some of the fields were autopopulated when you created your new project? These fields autopopulate based on the template you're using. Let's dive into that a bit more. Click the down arrow next to Project Service along the top of the page, then, within the Planning and Delivery section, click Project Templates. Here, you'll see a list of templates, and also have the option to create new templates. Click a template name to open it. Templates are intended to save you time if your company regularly has similar types of projects. You can create a template for each type of project, with standard roles and hour estimates. Then, when creating a project, you'll be able to select the desired template and save time on data entry. Once you've landed a project, you can also use the Project Service Automation app to create the client contract. To do this, click the down arrow next to Project Service along the top of the page, then, within the Planning and Delivery section again, click Project Contracts. To create a new contract, click New, and complete at least the required fields. Since this will be an actual contract between you and your client, be sure to enter the information exactly as it was agreed upon, or exactly as you are proposing. Again, the required fields are denoted by red asterisks, and some will be autopopulated. Enter text for the desired order Name, verify that the default currency is correct, changing if not, select a Price list by clicking the magnifying glass for the price list field, then choosing a price list from the dropdown list, or clicking Look Up More Records or New. Click the magnifying glass for the Customer field. Choose the customer from the list, click Look Up More Records, or click New. I'll choose a customer from the dropdown list for today. After entering any additional desired contract information, such as shipping dates or sales information, click Save, or Save & Close. For today, I'll click Save & Close. You will want to ensure you come back in and build out the contract with all the contract details prior to sending to the client. To open an existing contract, click its name on the contracts view page. After verifying all details are correct, and after the client approves the contract, click Confir m. If the client wants to change the contract, you'll want to create a new project draft. If the client does not agree to the contract and decides not to utilize your company's services, click Close as Lost along the top of the page. Next, let's talk about billing! The Billing section is where you track finances involved in a project. Invoices, actual costs, and journals are kept here. The information entered here strengthens reporting, as it ensures financial information is tracked uniformly throughout each project. At the same time, it simplifies things such as overrides and expense approvals, since they can be done by the project manager, all within the same system where timelines and tasks are being tracked. To create a new invoice, you'll click the down arrow next to Project Service along the top of the screen, choose Invoices within the Billing column, then click New in the upper left corner of the screen. For now, however, we're going to skip this, because most of the time, you won't be creating invoices from scratch. Rather, you'll simply be reviewing and sending invoices that were automatically generated. So let's go over that. Click the name of the invoice you'd like to review. After making any desired changes, click Recalculate. If, for some reason, you need to cancel an invoice, click Cancel Invoice. If the invoice is now ready to be sent, click the ellipses, choose Run Report, and click Invoice. Once the invoice opens, click the save icon and choose the desired format to save the report in. Send to the customer however you prefer, then, once the invoice has been paid, click Invoice Paid. In the window that appears, choose if the invoice was completely or partially paid, then click OK. In addition to creating invoices from scratch, and editing and sending invoices that were automatically created, you can also manually invoice a project by invoicing directly from the project record. We won't dive into the Actuals and Journals sections right now, but they have similar functions. On these pages, you can verify that prices, items, time, and resources are being tracked correctly, providing a simple double-check for all the work that's being done on each project. The last part of the Project Service Automation app we're going to talk about right now is the Resources section, where you track which resources are being utilized for each project, can see available consultants and their recommendations, and also where team members can apply for positions they'd like to fill. It eliminates the need for an internal job board by making information for qualified consultants and team members readily available. The Resources module has nine distinct sections: Schedule Board, Re source Utilization, Resource Requests, Resource Requirements, Resource Bookings, Resources, Resource Roles, Resource Skills, and Proficiency Models. First, let's talk about the schedule board, which gives a quick overview of which resources are available and what bookings can be made. It must be set up before it can be used, however, and in order to use the booking functionality, geocoding, and location services, you must first turn on maps. Let's go over how to turn on maps now. Click the Resource Scheduling tile, then choose Administration from the Settings column. Click Schedule Parameters on the page that appears. Within the General section, click within the Connect to Maps field and toggle to Yes. Click OK in the window that appears to accept the terms. Finally, click the save icon in the lower right corner of the screen to save your changes. Now that we've turned on maps, let's go back to the Schedule Board, which is actually a calendar that shows you each resource's availability each day, week, or month. Within the Schedule Board, you'll have the following options for looking at available resources: • Filter & Map View will be along the left side of the screen. Click the arrow to expand this sidebar. You'll be able to filter on many different criteria here, such as roles, territories, resource types and teams. You can filter by as many criteria as needed to narrow down results further. For now, I'm going to leave my criteria as is. • View Mode. Click the down arrow to choose to view the calendar by hours, days, weeks, or months. • Map View. When locations are associated with resource requests, you can use the map view to see which resources are booked where and when. • You can select a date range to view, and even book resources on the schedule board. • Search. In addition, you can even get driving directions, push bookings back a day, print the schedule board, and set up alerts for new bookings in the Actions dropdown menu. Last but not least, you can hover over a resource name to see more information, such as skills, role, and time zone. Let's check out the next section within the Resources module: Resource Utilization. Here, you will see and be able to filter and sort the resources that are booked for each day, week, and month. This is a great way to get a quick overview of the consultants currently working on projects at any given time. Next, let's review the Resource Requests section. Here, you'll see any current resource requests and have the options to delete them, email links to them, or do reporting on them. The line items that show up here are populated from the projects themselves. When you're working on a project, along the top of the project page, click the down arrow to the right of the project name, and choose Resource Requirements. Here, you can select the roles you want to request resources for, then click Submit Request. Enter notes, if desired, and click OK. A resource manager will then go in and approve requests. It's important to note that, rather than requesting a resource, you also have the option to do a hard booking straight from the Resource Requirements section of a project. To do so, click the check mark to the left of the desired role, then click Hard Book. Select the desired individual from the list, using the search tools along the left side of the page if necessary, then click Book. Click OK in the window that appears. Now that you've seen what resource requirements and requests look like in the context of a specific project, let's click the down arrow to the right of Project Service and choose Resource Requirements within the Resources column. This will bring up all existing resource requirements. You can change the view, if desired. For example, I can click the down arrow to the right of the view name and choose Submitted to see the resource requirements that have already had requests submitted for. You can create and delete resource requirements right here as well. Now, remember how we just hard booked Dick Cowley as the developer for the employee tablet project? Let's navigate to the Resource Bookings entity by clicking the down arrow to the right of Project Service, and choosing Resource Bookings within the Resources column. This will show all existing bookings in the system. You can change the view to show just your bookings, or whatever it is you want to see by clicking the down arrow to the right of the view name. The next section within the Resources module is Resources. This is a comprehensive list of all of your resources. You can see different selections of resources by choosing the desired view from the dropdown menu -- be it Active or Inactive Bookable Resources, Contact or User Resources, etc. You can also create new resources, delete resources, email links to them, or do reporting on them here. Resource Roles shows you all of the different roles that exist in the system that can be assigned to individuals, and can be added to projects. You can create new roles, delete roles, activate or deactivate, assign, and edit roles here. To edit a role, click the role name to open, and change any desired details, such as skill requirements. To add skill requirements for a role, click the plus sign within the Skills subgrid. Then either select a skill from the list that appears, or click Look Up More Records or New. Click Save. Resource Skills is similar to the resource roles section in that it's a list of all skills that exist in the system that can be assigned to individuals, and required for certain project roles. Last but not least, Proficiency Models. After adding skills to project requirements and roles, you’ll use proficiency models to rate your resources’ skills to ensure they align with project needs. A default proficiency model exists within Dynamics 365, which you can use or edit, but you can also create a new proficiency model to meet your specific organization’s needs. The default rating model looks like this. It has a scale of 1 to 3, 1 being familiar and 3 being proficient. As you can see, the Project Service Automation app is quite comprehensive. Check out the additional videos available in the Success Portal for more information, as well as this link to more information on PSA directly from Microsoft. Thanks for watching this video by xRM!

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