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

1. Dynamics 365 Field Service Important Terminologies

Alright, so welcome to this new module. This is all about customer service. And first I’m going to explain you customer service important terminologies so that you are aware of the terms and it becomes easy for you to start using the application. So let’s start with this. The first thing you should know is about cases. So Cases is an entity that allow companies to resolve issues of the customers that they are facing. It can include the issue, the problem that the customer is facing, or if they have any questions that can also be created as a case, or if they have any feedback that they want to share with you regarding your productive services, then can also be included as a case. So you can create a case, then you assign a service agent who is going to resolve that particular case and then you resolve the case. And once the case is resolved, you communicate to the customer. If the customer is happy with the case resolution, they appreciate, if they don’t, then they are going to reopen the case and say that the problem is not solved, you need to solve it again.

So you can reopen the closed case and again assign the agent and basically solve that particular case. So Cases allows companies to resolve customer issues. The next one is service calendar. So Service Calendar is a place where all the service activities that you have scheduled are seen. So you can see the resources on the left of the application and on the right hand side you can see a calendar where you can see the schedule that particular resource is assigned. So it shows all the activities with statuses, whether it is the activity is the openest activity or it’s already closed. So based on that it shows the different colors and you can see that differently. And also if you have installed Dynamics 65 for Outlook, then it is going to synchronize those activities to Outlook so that users can just work from their Outlook and all the activities they want to work on can be seen in the Outlook and they can start working on that. So Service Canada allows to schedule activities for the resources and resources can perform their work really really well. The next one is queues.

So queues are used to organize, prioritize and monitor the progress of the work. So there can be two kind of queues that can be public or private. Public can be viewed by everyone. So there can be the scenario where in a company all the people who are in customer service needs to work on specific type of issue so they all can work on that. Or there can be specific issues like answering the questions or resolving the issues of a specific product that can be managed by a specialized theme only. So in that case you can create private queues and you can assign the ownership. So it may be used for different levels of cases. For example, high priority cases goes to queue number one and the person who is responsible for managing those queue will resolve the issues one by one.

Or the low priority cases goes to queue number two or three, right? So those you can define. And for example, when the case is created with high priority so a queue item is created and that is assigned to that high priority queue. So it allows users to focus and work on completing their tasks that are assigned to them. So they just need to see their cues, that what queue items they need to work on today. They can one by one finish those activities and this basically improves their work, it improves their productivity and they know that what they want to do, right? So queues are very helpful in organizing and prioritizing the tasks. The next is article.

So Article can be used for knowledge base for service agents. It can include the product guides that they need to have so that they know about the product, they should have the product information, it can include the data sheets, it can also include the frequently asked questions. So if there is any specific question that is coming on again and again, then you can create this as a frequently asked question and include that in Article and you can publish it. It can also be the problem solutions. There can be multiple problems that your customer faces and if they say that okay, I’m facing the problem, a then customer representative can search for that particular problem and give them a step by step solution to resolve that issue, right? And it can also be a standard operating procedures which shows them the step by step process to resolve any issues or step by step process to perform any activity. So you can create articles in Dynamics 65 for service module where the service agents get help and they can perform their job really well. The next one is contract.

So contract is used to define accurate terms and conditions for the support to your customers. So when you have a customer who is seeking the support you have certain terms and conditions with them, right? Contract allows you to define those terms and conditions. So contract can be of three types. The first one is number of cases. For example, customer has agreed with you to get ten incidents or ten number of cases they want to get resolved. So you define that in your contract and whenever a service call is initiated or case is created, you assign that contract of that customer. When the problem is solved, the system is automatically going to reduce the case from the contract terms. For example, you have given ten cases, if they consume one, then it remaining is nine, right? Also on the basis of time. So how many hours of support the customer can avail or it can be coverage date from January 1 to 31 january I’m going to provide you the support.

So you can also define this as the coverage date. So you can choose a contract, either one of these templates and contract uses contract template. So you define that which type of contract you are going to create in the contract template, right? So contracts are very important for managing the terms and conditions and making sure that you are following up with the customer. As agreed, the next one is services. So service is the work that is performed for a customer. So it includes the service description, what exactly the service is. It defines the resources required that what kind of resources you need to perform the service for the customer, what is the service duration? It means it is going to take 2 hours, 3 hours or one day or two day.

You define the duration, you also define that where exactly this service is going to take place, whether it’s going to be in your premises, if in your premises, at which location or if it is going to be at customer premises, then you define it there. And also it is used by service scheduling engine. So Dynamics 65 has the inbuilt scheduling which allow users to schedule agents based on their skills, based on their availability. So it’s a very powerful process. So services are nothing but the activities that you perform for the customer and also you will find in the service module accounts, contacts, products, goals, metrics so these are same as the sales module that you have seen in the previous modules. So that’s it for this video and in the next video I’m going to explain you the complete customer service process flow.

2. Dynamics 365 Field Service Process Flow

Okay, so welcome to this training video. In the previous video you learned about the service module important terminologies, right? So in this module, you will learn about the service process flow that is default in Dynamic 65. So let’s start with that. So whatever you see as the green are the optional steps, but it can happen when you follow the process. So these are optional steps, not mandatory. So you can skip those, but in case if it’s required, you can follow those processes, services. So first is the customer logs in the issue. It means the customer is facing any issues, the problems with your product or services, and they have logged the issue with you.

So they can send you an email to a particular email ID, or they can make a call where the service agent logs the case in Dynamics 365. So the issue is logged. Now, this can also be a question, this can also be a feedback. So you can include those things in the Dynamics 65. Then you assign an expert to the particular case. So when the case is logged, either you can assign it automatically, so you can create a workflows based on the case type, it automatically assign a particular service engineer, right? Or if you want to manually do it, you can manually assign an engineer or service agent or an expert who is going to take care of that case and resolve that case. So you assign the expert, then the expert may ask more information from the customer.

This happens when the service expert needs some more information from the customer to resolve the issue. In case if they don’t need any information, they can skip this process and move to resolve the issue. So they work on the issue and they resolve the issue that the customer has faced. Once it has been resolved, it is communicated to the customer that yes, your issue is resolved and the case is closed in Dynamics 65. So once you’ve communicated, the customer, customer will check. In case if customer think that the issue is not resolved and they are still facing certain kind of problem, then they can reopen the case. Now this is again an optional thing.

If the customer is happy with the resolution, they will not reopen the case. But you have flexibility to reopen that particular case and you can move to step two, which is again you assign an expert. So you can assign the same expert who has worked on this particular problem earlier, or you can assign a new expert who can understand this better and basically solve the issue of the customer. All right, so this is the standard process of service in Dynamic 65. But in case if you have any additional steps of approval or reviews or anything else that also can be included in Dynamic 65, that’s it for this video. And in the next video, I’m going to show you the demo of the application.

3. Dynamics 365 Field Service Application Navigation

Okay, so in the previous video you learned about the process flow of customer service. Now in this video I will take you through the service module of Dynamic 65 and explain you how this process works. So let’s look at this. So this is the service module, this is how it looks like. So let me walk you through the application. So here we go, here we are in Dynamics 65 service module and you can go that by clicking here in service and first thing you will see is the dashboard. So dashboard is available for customer service and here you can see all the information like what are the trending product issues, what are the cases by priority, whether that’s high priority, low priority or novel priority and the case is by agent. So individuals who is working on how many cases and the cases by origin.

So it’s originally through email, Facebook, phone, Twitter, web or any other one and also cases by priority per owner. So for a particular service agent that these are the number of cases then how many are high priority, how many are low priority and how many are normal priority and also by incident type. So what kind of issues they are logging. So based on that you can see the complete this is a customer service performance dashboard. The manager can see that what’s happening on the daily basis. So let’s move into this service module. As you can see here, the customers, it is same as the different modules we have. The next is service which is cases. So first is case where you can see all the cases, let me open active cases and here you can see all the cases that are available. So active cases means all the cases and when I say my active cases, it means the cases that I’m working on so I’ll open any of these cases. So as you have seen in the sales module we have lead qualification and opportunity process here also we have a process flow. So it says that first is to identify the issue right when the case is created and then you qualify it and it means you assign it to the user and did you send the first response to the customer or not or did it escalated?

The next step is research that okay, so if you have any known issues then you can search for the knowledge base and is there any set of section survey that you need to send or if the activities are complete or not. So you research that and finally you resolve the issue and send the customer satisfaction survey to the customer and ask them that okay, how did you like the service and ask them for the feedback. So it also has the complete process that you can follow. So your customer service representative need not to worry about what’s the next step. So here you capture all the case details, the description, say for example, customer contact details requested and here you have the recent other cases that you have with the particular customer, the person involved, right? So you can see all those information you have any case relationship, it means are there any cases related to this particular case? So those things you can define here. And finally you can resolve the case by clicking the resolve. So when you resolve it, you can say that its problem is solved and you can give the resolution here. So you can just say solved, how much time you have spent. So this will come automatically based on the activities that you have performed there.

You capture that how much time you have spent there. Also you can specify them manually, that how much is available, time and the remarks and click resolve. So as it is resolved you can see that the case is resolved and now you can no longer work on this case, right? So this is all about cases again if the customer asks for reopening it, it means the problem is not solved. So you can reactivate the case by clicking the reactivate case and you can just click Reactivate. So system again is going to reactivate it, you can again assign it to some person, the expert and you can follow the same process. Okay, so the next is service calendar. In the service calendar you can see all the resources as well as what is their schedule. So you can see on the left hand side all the resources available and what work you have assigned to them. So if you want to schedule any activities you can just click schedule. So this is the service scheduling activity where you can search for specific customer that you want to provide service to this customer, what service they are looking for. So there you can add the service, which resource is going to work on, where exactly the work will be done and when do the customer need as soon as possible or any specific date.

Then what is the range time, when is the time the customer is available? And when you say search, then basically system is going to give all the resources that are available for the specific criteria that you have selected. So this allows you to identify the resources the best for the particular job. So once it is done, you can define those things in here and this becomes an activity and this activity will be shown in the calendar. So there you can see that. Okay, for this user the person is busy from 08:00 A. m. To 10:00 A. m. On this activity and it shows the color that whether the activity is open, activity is closed or activity in progress. So those things you can define and you can see this by month. So it shows the complete month here when you say week, it is going to show the week wise. Okay, so only weeks it will show or if you want to say day then it shows day wise. So from which date you want to look at you can just select the date, it will show the information for that date only. All right? So this way you can schedule the activities. Then next you have queues. So queues basically shows that okay, what items I’m working on. So I can also say like all the items or which queue you want to work on. So tier one support, tier two support you can create different queues. As I am admin I can see all the queues but people who are involved and associated with a specific queue will be able to see only those queues. Okay? And from there they can open up the item and they can work on that and close that particular issue. Right? So next we have articles. So articles are nothing but the knowledge base. So you can create an article here by clicking new and there you can define whether it’s a procedure or question and answer solution, problem or knowledge base.

So you define these templates and then you can just select for example when it’s a question and answer just click OK. And System is going to create a knowledge base article where you define the question and what is that answer and any additional comments and you can submit it. Once it is submitted it will be approved, once it is approved it will be published and available to all the service agents. So you can define any number of articles here. The next is contracts. So as we discussed there are three type of contracts. So when you open a contract you will see the contract details and also you can see the contract template. So when you open the contract template it shows that okay, the contract template is based on number of cases and the billing will be done on monthly basis which are the days and time you are going to support customer on the specific day. Right? So it says Sunday to Thursday, 08:00 a. m to 04:00 P. m. . So it shows that the customer can avail the services from this time to this time and the number of cases defined. So in case if you have defined five cases then system is going to define that in here, right? So this is all about contracts. The next is products. This is the same as we have seen in the previous module. The next is services.

Servicing are nothing but the activities that are being performed by the user for the customer. So here you can create activity. So it allows you to define the activity and give the description what is the duration of that particular activity, when does the activity start? It is going to start every then you can define the interval then beginning when it starts in a day and then there you can specify that what site the users will work on or this activity will be performed and what is the quantity on what are the resources that you need for this particular service activity. So you can define those services here and this will be used in the service scheduling engine for giving you the right resources for your job, right? So this is there and then we have goals. So goals you can define in the customer service as well as in sales. So in sales you define for the revenue and in the customer service you define on the number of cases that the users have resolved, right? So my goals for this, all the goals you can see here. So here you have quarter one goals, so it says the fiscal period, quarter one.

And what is the target of the goal, what is the child goals, if there are any, then what is the actual money, what is the percentage it’s already achieved. So those kind of things you can see automatically when the system keeps on updating. This is for the sales, so you can also have it for service. Like a customer service representative need to resolve the cases, 80% of what they have assigned, right? Or 100% on the particular day. So those kind of things you can define in here and manage. And finally you have the goal matrix where you define that how these numbers will be calculated. So whether it’s a number of products, units or it’s a revenue. So when I open revenue, it says that it is going to be revenue amount and it is going to calculate it from the opportunity entity where the status is one, right? So it shows the actual money where the status is one and in progress will be shown as opportunities which are in open stage. Okay? So you can define those metrics in goal matrixes. All right, so let’s move to the next one. And then you have just reports, alert and calendar. So this is what about the service module, the basic overview and you can just start practicing it. As for the process, you can just configure and you can start using the application. Alright, so that’s it for this video and I will see you in the next video tutorial.

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