Work with work order-related records

Completed

A work order in Microsoft Dynamics Field Service has relationships with multiple records. This helps ensure that the work order is executed correctly, helps its scheduling, and provides detailed information about the specific products and services involved. Typically, work order records are related in the following way:

Account relationships

Work orders in Field Service are always associated with an account record. When you create a work order, you need to define the account it's associated with.

There are two places where accounts are defined on the work order:

• Service Account: Defines the account for which the work is taking place

  • Address information from the service account is added to the work order and is used to help scheduling the item.

• Billing Account: Defines the account record that is responsible for paying, and where the invoice will be sent.

  • The billing account for a work order defaults to the service account unless a billing account has been defined on the account record for the service account.

  • The billing account can be overwritten at any time.

Work order types, priorities, and service territories

You can provide additional information to help reporting and scheduling. To do so, define items like the type of work, priority of the work order, and the service territory.

• Work Order Types: Used to categorize work orders by type. You'll typically define work order types by the kind of work performed for customers. Examples of work order types are installs, repairs, preventative maintenance, and break fix.

• Priority: Defines the importance of the work order. Organizations can define priority levels, which are used along with work order types to determine scheduling priority. For example, work orders with a type of preventative maintenance might have a priority of 1, and a break fix type might have a priority of 5.

• Service Territory: Used to organize work orders and resources by geographical area. Accounts can be assigned to a service territory. When work orders are created for an account, the service territory will automatically be entered on the work order. Resources associated with a territory can then be scheduled to work on orders in that territory.