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

1. D365 FIELD SERVICE – THE
HIDDEN GEMS
Field Service Saturday – Aug 2020

2. https://akhan.me
HI, I AM ALI 👋

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?
“I’ve 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?”
“don’t 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 can’t 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