This article guides you through the first steps with the application and the scenario of creating and scheduling a work order to resolve a customer's service request.
Tip
You can add users and create the following records quickly from the Get started page in the Service area of Field Service.
Administrators decide which entities can be scheduled to resources. A solution called Universal Resource Scheduling adds scheduling capabilities to entities and provides the schedule board. Any entity (including custom entities) can be enabled for scheduling; typical examples include cases, opportunities, and orders.
Assign Field Service licenses to users
Create users or select existing users and assign them a license for Field Service. Users with a license can access the Field Service application, according to their user role. For more information, go to Set up Dynamics 365 Field Service users and security profiles.
Set up at least a dispatcher and a frontline worker. Dispatchers manage work orders for your organization. They schedule the work and assign it to a frontline worker, who completes the work for the customer.
Create customer accounts
Every customer of your company usually has its own account record. It lists their location, contact information, billing information, and numerous related details. Field Service represents individuals working for your customer as contacts. You can create relationships between contacts and accounts to ensure you get in touch with the right person.
Work orders contain all the information for a service request that originates from a customer. It outlines the work to be done, typically at the customer's location or at the location of an asset or equipment. To quickly create a work order, go to the Get Started page and select Create in the work order section and enter relevant details.
The Service Account represents the customer who the work order relates to.
Tasks are a checklist of things that need to be done.
Products are parts that the technician needs for the job.
Services represents required labor to complete the work order.
Schedule a work order
Schedule the work order to a frontline worker to complete the work.
The Booking tab shows the work order you scheduled to the frontline worker. Update the status of the booking and related details to indicate completion of the work order.
This module introduces Dynamics 365 Field Service. It starts with an overview of the typical field service lifecycle, and then discusses how to manage work orders and inspections in Dynamics 365 Field Service. Learners are introduced to the Dynamics 365 Field Service mobile app, which allows technicians to work effectively and efficiently in the field.
Demonstrate how to configure a Microsoft Dynamics 365 for Field Service implementation to maximize tools and features available while managing a mobile work force.
