Define facilities and sites
As part of service scheduling, it's important that you can accommodate the different types of scheduling scenarios. For example, you might provide a service for your customers that requires multiple resources to complete, or they need to be done at a specific location. When setting up service scheduling, you want to make sure that you're defining the supporting elements that assist in scheduling services.
Add facilities and equipment resources
Facilities and equipment are resources you use to perform services for your customers. Facilities can be physical spaces like service bays or conference rooms, and equipment could be tools or other assets. Add these resources to Dynamics 365 Customer Service to ensure optimal services to customers.
In the Customer Service admin center, navigate to Service Scheduling > Facilities/Equipment > Manage.
When you define a facility or equipment record, you'll need to provide:
Name: Defines the name of the facility or equipment record as it's displayed in the system.
Business Unit: Defines the business unit the record is associated with.
Site: Defines the location where the facility or equipment is located.
Primary Email: Specifies the email address of the site manager or equipment manager. If there are any updates or cancellations related to the schedule, facilities, or equipment, notifications are sent to this email address.
Time Zone: Defines the time zone the resource is located in.
Description: Specifies details about the facility or equipment, such as the numbers, size, make, or model.
Another key element of scheduling is ensuring that you can identify when a facility and piece of equipment is available. For example, If a service station is open from 8:00 to 5:00, their service bays are also open. When defining a facility or piece or equipment, you'll need to define the working hours for the resource. Working hours are defined by selecting the working hours button.
Sites
In Dynamics 365 Customer Service, sites are used to define the locations where you provide service to your customers. As resources are being scheduled, you can define which resources work on which site. Sites can be created in the Customer Service admin center by selecting Service Scheduling in Operations. In the Sites section, select Manage.
