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Day2_Field_Service_Training

The document outlines the process and details involved in managing work orders, including resource availability, scheduling, and customer interactions. It emphasizes the importance of inspections, service agreements, and the use of technology for efficient operations. Additionally, it covers the roles of administrators and field service dispatchers in creating templates and managing resources effectively.

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trisam.kaviash
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2 views

Day2_Field_Service_Training

The document outlines the process and details involved in managing work orders, including resource availability, scheduling, and customer interactions. It emphasizes the importance of inspections, service agreements, and the use of technology for efficient operations. Additionally, it covers the roles of administrators and field service dispatchers in creating templates and managing resources effectively.

Uploaded by

trisam.kaviash
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as DOCX, PDF, TXT or read online on Scribd
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Work Order details

We can associate a color as per the organization


Bookable resource- technician is available at that time, is present in that location and can work on that
task

IOT Alert- Internet of things/smart devices

Work orders can also be created from an escalation. Example- Customer called and tried to trouble shoot
but still did not work.

Customer can go to the portal himself. Example- To service his car

From Agreements- Example- warranty is getting over/servicing to be done on a particular date as per
agreement
Service account- house address

Billing account- account responsible for paying and where billing will be sent. Billing account can also be
the account of your organization.

Type- kind of work performed for the customer. Example- Installation, Repair, Preventive maintenance

Priority- importance of the work order to determine scheduling.

Territory- Based on the location, equipment, prices, facility and resources will be available.
Time promised- the time a customer is promised that the technician will arrive. Takes highest priority.

Time/Date window- The time/date range a customer would like a technician to work on the task.
All setup is just a one time effort unless some big change takes place.

When a particular service is needed at regular intervals. If the intervals are irregular, do not rely on
automated schedule.
If the resource is to be changed for an agreement, do it via resource scheduling optimization/via
dispatcher.
Work order may not necessarily mean it needs an incident.
Whatever details are provided will be added to the WO

Product a technician may use for which client will pay.


Example- Drill machine, hammer.

Inventory- Drill machine.

Non-inventory- nails as they cant be tracked/cable used as length will have to be measured accurately

Services- measured in time

Checklist
Perform Inspections-:

After the service is done, if the equipment is now working properly


Comfortable- answer is below the question.

Compact- answer to the right of the question

Example- Ask if you are happy with the product. And if he says yes its fine and if not, then give a survey
logic
Revise the inspection

But once published cannot be deleted

You can revise the inspection by making a version


Administrators- Can create inspection templates.

Field service dispatchers- Will be able to add the service task to the template.

Field service- resources- Will only be able to read it and work.


Like 70% work is completed.
Inspections are saved into data verse in the JSON Format

We need to extract the JSON data.

CRM can be used for-:

1) Handling application
2) For business purpose
Displays all available resources. View mode- can choose hours, days, weeks and months.

Actions- List of actions that can be executed. Example- Directions, move the booking to a different day.

Sort- By default- Name

Different types of maps are available


If you have a WO and an available resource, you can simply drag and drop
If you want to directly schedule from work order, can simply click Book button in work item
Can have different schedule boards as per region.
Filter by territory, roles or skills

If you save, the filter becomes default.


SLAs are not missed and all Work orders are scheduled properly
Emergency scheduling could be condition based like which needs immediate attention

Simulations allow the organization to run jobs


RSO is free to move the booking to someone else. If the booking is assigned already, RSO will ignore and
will not be able to move the booking.

Example- Technicians are maximizing their work hours and minimum travel time.

Constraints- Example the technician is available only from 9am to 5pm.


You can add notes.
A new work order
Schedule Board-:

Filter on schedule board-:


Color coding for schedule booking-:

Inspection Templates
Logic created-:

Lab 4-:

https://microsoftlearning.github.io/MB-240-Dynamics365forFieldService/Instructions/Labs/LAB%5BMB-
240%5D_Lab04_Incident_Types.html

Lab 5-:

https://microsoftlearning.github.io/MB-240-Dynamics365forFieldService/Instructions/Labs/LAB%5BMB-
240%5D_Lab05_Work_Order_Management.html

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