MB-230 Microsoft Dynamics 365 – Microsoft Dynamics 365 Field Service Module Overview

1. Dynamics 365 Field Service Important Terminologies

Alright, so welcome to this new module. This is all about field service. And first I’m going to explain you what are the important terminologies you should be aware of in field service. So let’s start with that. The first one is work orders. So when you see work orders in Dynamics 365 for field service, work orders gives the information of the work that needs to be done, right? So it implies with the name that. So whatever work that needs to be done for your customers, that is considered as the work order. And the work orders can be created manually. It means you can manually create and assign resources. It can also be converted from an opportunity. So remember, we have worked on the opportunity management where you convert it to quotation and order.

So similarly, you can use it for project service and same for the field service, you can convert it from an opportunity, you can convert it from a case. So in case if there’s an issue that a customer has logged in and that needs to be worked out, so you can convert that case into a work order and assign a resource to work on that. And it can also be created from an agreement that you have with the customer for the working, right? So this is the way you can create work orders for the work that needs to be done for the customer. The next is agreement. So agreement allows generating work orders and invoices automatically based on the configurations that you have done. So it allows you to define the periodicity of work order generation through the booking setup. So you need to do a booking setup so that shows what is the periodicity in which the work order should be generated. And it also allows billing through invoice setup. So in invoice setup you define when the invoices should be generated automatically and agreement activation is required.

So if it’s not activated, these functionalities will not work, right? So this is where you define agreements with the customer. The next is a purchase order. So purchase order allows you to add inventory to your warehouses. So purchase order is nothing, but you are purchasing your product from your supplier so it can be used to stock the product in your warehouse. It means you have certain mechanism which says that okay, if the inventory level is below this, then I need to reorder it to stock into my warehouse. Or it can also be purchased for selling it to the customer. So we know that a certain kind of work orders require some products that needs to be purchased. So you purchase that for selling it to the customers and you need to create the purchase order.

After that you create a purchase receipt where you receive the products and then the PO bill which will be used to give payment to the supplier or vendor. So this is where you define purchase orders. Next is inventory transfer. So inventory transfers is to transfer product from one warehouse to another. So in companies they can be multiple warehouses.

So in case if the company has only one warehouses, then this will not be used. In case if you want to transfer from one warehouse to another, then you can use inventory transfer. So there you select what is the source warehouse from where you are transferring the inventory or the product and you select the destination warehouse where you are sending that product and also you select the products and the quantity that you are transferring from one location to another. So this is where you use inventory transfer. The next is RMA, which is called Return Merchandise Authorization and it is created when the product is returned, so it can be returned to the warehouse. The customer has returned the product and it needs to be stocked in the warehouse and it can also be returned to vendor. It means you’re sending back to the vendor and saying that no, this product we don’t need, it can also be the change in ownership. So person who is responsible for maintaining that product, that basically you can define. And RMA. Recept is processed against RMA.

So when you create an RMA, it is created when the product is returned and is a recept processed against this RMA. The next is a schedule board. So similar to the project service here, also we have scheduled board and Dynamic 65 uses the common schedule board for both things. So in this case, schedule board allows scheduling of resources and track of work orders and activities. So as I explained, the field service shares this schedule board with the project service and you can book the resources by drag and drop. So you have the resource and when you know that this work needs to be done, you can just drag it from the location or you can drag it from the list and the resource can be assigned to the work order and it shows the interactive map which is available and many more things. So interactive map shows that where is the work location and where exactly the location of a resource and what is exactly the path the resource need to take to reach that works.

And the resource can manually update all their statuses like they are going for the job or they started a job, it’s in progress or they have completed the job. So everything is updated automatically in the scheduled dashboard. So you know that what exactly the current status is. For example, when the customer calls and say that okay, I have this job needs to be done, when are you sending a resource, you can just look at the scheduled dashboard and it shows that, okay, this resource and what is their current status, and you can communicate the same to the customer. So this gives the live status of any resource that is working on a work order. So it’s a very powerful feature and similarly you will find account, contact leads, opportunities, quotes which are same as sales module but they use different forms so remember on the project service we have seen the different form is used for the court. Similarly in the field service also, we have different form for field service. All right, so that’s it for this video. And in the next video I’ll show you what is the process flow of field service?

2. Dynamics 365 Field Service Process Flow

All right, so welcome to this training video. In this video you will learn about the field service process flow. So I’m going to give you the default field service process flow and then you can work on that. So the field service, the first step starts with the opportunity or case. So in case if there’s an opportunity or you’re getting a contract for a work order that you can consider as an opportunity or it can be a case that a customer has logged and that needs to be treated as a work order and the resource has to be sent to finish up the work. So the opportunity or case is created, then the work order is created from opportunity or from case. It means that what work needs to be done, who is the customer, and all the details about the work is defined here.

Then the resource scheduling is done. It means the identification of the right resource based on the skill set is defined. So the resource is scheduled for the work. Then the resource go to the field, they visit the customer, they resolve the issue and they keep on updating all the information on the real time basis. So once they reach there, they can just say like the process started or in progress.

Once they finish the job, they can just say the job completed in case if there is any follow up needs to be done. They can also create a follow up from there and they can update that in their device and it updates automatically in Dynamics 365 scheduled board.

So the service delivery is done by the field service agent. So once the job is completed, the invoice is sent to the customer for the billing and customer makes a payment. And in case if there is any issue with the product, then you might need to create RMA written merchandise order for returning of the product. So you might need to take that inventory into your warehouse. This is not a mandatory step, but in case if it is required, you might need to create RMA for the returning. Right. So this is the field service basic process and there are a lot of things goes inside the process. But as an introduction, this is what it’s good to start with. So in the next video I’m going to show you how the application works in Dynamics 65.

3. Dynamics 365 Field Service Application Navigation

Right, so welcome to this training video. In the previous videos you learned about the important terminologies and the process flow. And in this video I’m going to cover the application demo. So you will go through the field service. This is how the field service looks like and it helps different modules, different options available. So let me walk you through the application. So here we are in the application and you can see that it’s a field service. And here you have the work order as a screen, where it is one of the main screens where you can see the complete thing that is happening. So when you open the work orders from there, you can click on the work order number and you can see the entire work order that has been there. So work order is nothing but activity or task that needs to be done for the customer. So work order, by default it says initiating.

So what is the service account? It means who is the customer that you’re going to serve? What is the primary incident type, whether it’s an inspection or other activities, a customer may have multiple locations, so you might do the service differently, but the billing can be done to some other person as well, or some other company as well, which belongs to the same company. So you can do that. What is a priority, you can define it here. So it’s an emergency, low, moderate, urgent and work out a type, whether it’s an inspection, other things. Similarly, you can add other details here. Here you can see the incident details, what is the estimated cost, what settings are there, what is the preferable times, preferences, and you can see the entire screen.

So record logs, service tags that has been performed, what products are used for this particular service or work order, what services are required. Say you define it here, what is the price and the address that the person needs to go? The next stage is schedule the work order. So, status is open and here you have sub status. It means appointment confirmed with the customer or with a building estimate. So those kind of status you can define here. So once it is scheduled and the service engineer will go to the place, they will finish their work and they will change the status from their device. So it can be the case that they say it’s completed. It means the work order is completed from the service engineer point, but is still open in the application.

The work order is open as a complete work order. So then once it is completed, you can just click closed and posted and the status will be changed. So this way you can have work orders and here you can see the complete information of sales which says account, contact, lead opportunities, quotes which are same as different modules and same as orders. Then you have agreements, so you can create agreements with the customer. So in the agreement as I explained earlier, you can define that what is the booking setup and the invoice setup. The booking setup allows you to create work orders automatically on the periodic basis and invoice setups create invoices automatically so you can just click on plus and there you can define all the information so do you want to autogenerate the booking yes or no and what is the estimated duration flexibility? Then you have autogenerated work order, you can say yes and here you can define all that information.

Similarly for the invoice setup you can do that. Then what are the sales contract that you are working on? This particular agreement, any quotations that you have sent so this is where the agreements you can create the invoices you can send the customer assets so what are customer assets that you are maintaining? You can define it here. Are there any work orders that need to be generated that you can see in the customer assets? Is there any time of request by the resources you can see here? What is the actual spent the time spent on this? You can create purchase orders from here so when you create a purchase order that you want to take the inventory onto the warehouses that you can create then once you have finalized the purchase order with the vendor you basically book the receipt of that it means you have received the material and finally you build it.

It means you need to pay to the vendor. If you want to transfer the inventory from one warehouse to another, you can do through inventory transfers and number of warehouses you can define here. Plus also you can do inventory adjustments in case if you want to adjust inventory on the particular warehouse, you can do that. And in case if there is any requirement of RMA, if the product is returned, then you need to create RMA and the book RMA. Sips. If the return is to vendor, then you need to create an RTV and send it to the vendor.

And also you need to do a lot of configuration and administration before you can start using the application. So you have different setups here. You have field service setup, you have characteristics, diet, trees. You can define the resources and that can be allocated to the work. You have booking statuses, you can create different warehouses, RTV, substatuses what is the status that you are returning back to the vendor shipwire, the shipping methods you can use here, the payment terms and there are a lot of setups that you need to do before you can start using field service. So this is the basic overview of field service and the process that I’ve explained you in case if you want to learn more about in detail, then I’m going to be launching new training module which will be specific to the field service. And you will learn everything step by step in detail. And you will become master at field service. So that’s it for this training video. And I will see you in the next video tutorial.

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