Learn more about what is Field service in Dynamics 365? its advantages, installation and field service entities. Contact Cyntoeck if you want to learn more about Dynamics 365 for field services.

2. CONTENTS
1. What is Field Service ?
2. Why use Field Service ?
3. Install Field Service
4. Entities in Field Service
5. Conclusion

3. What is Field Service?
Field service capabilities extend Microsoft Dynamics 365 to provide a
end to end solution to manage field agent activities, including service
locations, customer assets, preventative maintenance, work order
management, resource management, product inventory, scheduling and
dispatch, mobility, collaboration, customer billing, and analytics.

4. Advantages of Field Service
1. Scheduling : An intuitive, visual, and flexible drag-and-drop schedule board lets
users assign resources and set up schedules for people, places, and things.
2. Mobile capabilities: Built on the best mobile experience in CRM today, it
leverages the built-in features of each device, providing significant features that
help you leverage the full power of smartphones and tablets.
3. Asset Management: Manage and track customer equipment to keep a clear audit
trail.

5. 4. Stock control: Organize stock and inventory and use workflows to
automatically re-order items once they reach a pre-determined level, so reduce
pressure on staff and remove any chance of human error.
5. Reporting: Managers can track progress, get instant updates, view detailed
insights and even use Advanced Find.
6. Work Tracking: Field agents can easily record their progress and status to show
order acceptance, travelling, work commencement and completion – plus book any
follow-up work required.

6. Install Field Service for Dynamics CRM
This feature is supported for Microsoft Dynamics 365 (Online) and (On - Premise).
Microsoft Dynamics 365 (Online): Earlier Field Service solution was required to be
imported now this feature is supported for Microsoft Dynamics 365 (online) form the
December 2016 Update.
Microsoft Dynamics 365 (On-Premise): A Microsoft Dynamics 365 for Field Service
Enterprise Edition (online) license, or a Dynamics 365 Enterprise Plan 1 or Plan 2
(online) license.

7. ENTITIES
All the Entities of Field Service are covered under following four section:

8. 1. Sales and Service Delivery
Field Service area is designed to support sales process from acquiring leads to the close
of the lead along with the complete field service management capabilities, work order
management, resource management, product inventory and scheduling. Following
Entities are included in Sales and Service Delivery:

9. 1.1 Customer assets: Keep better track of your customers' equipment and assets with field
service capabilities for Microsoft Dynamics 365. Can see the assets a particular customer
has, or a snapshot of all assets sold and serviced by your organization.
1.2 Time Off Request: Keep the schedule board up to date by logging time-off requests.
For example, if one of your field technicians is on vacation, it's important to log the time off
request so that a dispatcher can see this time-off request on the schedule board when
scheduling a work order.

10. 1.3 Agreements: An Agreement provides the framework to automatically
generated work orders and invoices. It allows you to choose how often work orders
will be generated. These invoices may be generated on daily, weekly, monthly, or
yearly basis Or on the basis of the details of the work order such as incidents,
products, services, and service tasks.
1.4 Actuals: The actuals entity will store details of actual business transactions on
your project. Actuals would be created once the expense (or time) entries are
approved.

11. 2. Inventory and Purchasing
2.1 Purchase Order: Purchasing is used to
request and receive products from vendors to
replenish stock within warehouses. It involves
creating a purchase order, gaining approval and
recording delivery of stock using P.O. receipt.
2.2 Purchase Order Receipt: When a delivery is
taken a purchase order receipt is recorded and stock
levels automatically incremented. The first step is to
create a delivery and associate it with a purchase
order.

12. 2.3 Purchase Order Bills: Purchase order bills are invoices you receive from suppliers
for goods supplied. These relate to goods received and purchase orders.
2.4 Inventory Adjustment: Inventory transfers feature allows you to move stock from
one warehouse to another one. In a field service environment, a common example of this
will be transferring parts from a physical warehouse into the truck of a field agent.
2.5 Inventory Transfer: An inventory transfer works in a very similar manner as to an
adjustment, expect this time we record the source and destination warehouse.
2.6 Warehouses: A warehouse is a planned space for the storage and handling of
products. It allow a company the ability to manage entire storage systems within a
structure like a warehouse

13. 2.7 RMA Receipts: A return is not finalized until an RMA receipt is created. The RMA
receipt confirms that the correct product and quantity are received, as well as the date and
person handling the receipt.
2.8 RTVs (Return to Vendor): In the cases where a product must be returned to a
vendor, an RTV must be created after receipt of the product that is going back to the
vendor.
2.9 Return merchandise authorization (RMA): is created in the system when a product
is returned. There are three ways of returning a product: return to warehouse, return to
vendor (RTV), or change equipment ownership.

14. 3. Work Order and Scheduling
3.1 Work Order: A work order has
information on what work needs to be done.
It is used to coordinate and schedule
resources and activities. It can be used for
different types of work, such as installations,
repairs, or preventive maintenance. It is
usually created from an agreement, a case, or
on its own. Once the work is complete, it is
reviewed and approved by a manager.

15. Work Order Lifecycle

16. 3.2 Schedule Board: Once a Work order has been created, it is ready to get scheduled to
a resource.
A work order can be scheduled in following ways:
1. Schedule a Work order using Book option.
2. Schedule a Work order manually.
3. Schedule a Work order using the scheduling assistant.
Factors according to which resources are scheduled:
• Duration (and allow for overlapping work orders)
• Radius
• Date
• Preferred Resources (if already identified)
• Characteristics (skills)
• Territory
• Resource Type

17. Schedule Board (Filter View)

18. Schedule Board (Map View)

19. 3.3 Resource Booking: Resource booking minimizes overall travel time and
makes efficient use of all schedulable resources. It takes many constraints into
account, such as resource availability, skills required, priority, duration, and time
windows to optimize the schedule.

20. 4. Administration
It basically includes the
features of Field Service like
Settings, Price lists, Work
Order Types, Products,
Incident types, Priorities,
Work order sub statuses,
Warehouse etc.

21. Administration

22. 4.1 Field Service Settings: Set default settings for work orders, bookings, schedule
board settings, agreements, and more.
4.2 Incident Types: These are types of issues which a customer reports based on work
order. It includes all the necessary service tasks, products, services, required skills, and
estimated work order duration.
4.3 Time Off Request: If one of your field technicians is on a vacation, it's essential to
log the request so that a dispatcher is able to see the time-off request on the schedule
board when scheduling a work order.
4.4 Work Order Types: Different work order types are created to reflect the different
types of work that your company offers like inspection, installation etc.

23. 4.5 Resources: Resource that has capacity which can be allocated to work. Resources
could be of type: contact, account, user, equipment, generic and group.
4.6 Characteristics: Characteristics are used to record the skills and certifications a
resource has, information that is then used on work orders to ensure only correctly
qualified engineers are assigned.
4.7 Territories: The territories are used to divide large service areas. If a service territory
is assigned to a service account record, and a work order is generated for that service
account, then the work order will inherit the service territory from the service account.
4.8 Priorities: Priority records let you prioritize your work orders. You can also assign
each priority value a custom color, which will display in the outline of the resource
booking time slot on the schedule board.

24. Conclusion
Field Service is a powerful addition to the Microsoft Dynamics 365 family, bringing
fantastic benefits for field service management. For those in field service management, it
provides an out-of-the-box solution to allow these organization to enjoy the above benefits
that are tailored to their business.

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