Configure Microsoft Dynamics 365 Field Service

One of the main advantages to Dynamics 365 Field Service is the ability to configure it based on your organization needs. Configuration options might include Identifying key configuration considerations, defining products and services, and other related factors and the defining the necessary Work Order Types, substatuses, service territories, and account configuration that will support the desired Functionality.

• Key Field Service configuration considerations
• Define Field Service products and services
• Work with work order types, territories, and status settings
• Resolutions
• Define incident and service task types
• Summarize records with Copilot in Field Service
• Define account preferences
• Configure Field Service settings

Work order management in Dynamics 365 Field Service

Use agreements to help creating Work Orders on a predefined schedule such as in preventative maintenance scenarios. Additionally, by using inventory, they can more effectively manage inventory levels at warehouses and ensure that technicians have what they need to deliver services to their customer while in the field. Dynamics 365 has several foundational elements that can be configured to better tailor a Field Service implementation to meet the desired needs of an organization.

• Create and define work orders
• Work with work order-related records
• Create work orders with Field Service in Outlook
• Collaborate on work orders with Microsoft Teams
• Work with Copilot in Field Service
• Work with incidents
• Scheduling considerations
• Work with inventory and warehouses
• Customer assets

Define agreements in Dynamics 365 Field Service

This module examines the process of creating agreements in Dynamics 365 Field Service.

• Create agreements
• Booking setups
• Define a recurrence pattern
• Define invoices
• Activate the agreement

Use service-level agreements and entitlements in Dynamics 365 Field Service

This module examines how to set up service-level agreements and entitlements in Dynamics 365 Field Service.

• Price lists
• Create an entitlement
• Create a work order and add work order products and services
• Entitlement conflicts
• Service-level agreements for work orders
• Create service-level agreements

Create custom apps for Dynamics 365 Field Service

Learn how to use Microsoft Power Platform to create custom apps for Dynamics 365 Field Service.

• Create apps from Power Apps
• Deploy the customer experiences portal
• Customize Dynamics 365 Field Service
• Universal Resource Scheduling
• Set up and customize schedule boards

Get started with the Dynamics 365 Field Service Mobile application

Dynamics 365 Field Service Mobile application is built on Microsoft Power Platform and provides tools that help frontline workers serve customers in the field. While working in the field, they can access important information such as work orders, customer asset lists, accounts, and contacts.

• Deploy the mobile application
• Work with the enhanced mobile application
• Service customer assets
• Work offline and update offline data
• More mobile application capabilities

Customize and configure the Dynamics 365 Field Service Mobile application

Learn how to customize and configure the Dynamics 365 Field Service Mobile application forms, views, and site map.

• Edit the mobile application
• Offline configuration
• Barcode scanning and global search
• Audit locations
• Configure push notifications

Configure bookable resources in Dynamics 365 Field Service

This module focuses on how bookable resources are used in universal resource scheduling. We also cover configuring resources, working with bookable resources, setup of supporting components such as characteristics and roles, and working with facilities, crews, and resource pools.

• Overview of bookable resources
• Setup and configuration
• Define bookable resources
• Work with crews, facilities, and pools
• Configure entities for URS

Manage scheduling options in Dynamics 365 for Field Service

Dispatchers and schedulers need to easily identify and schedule resources to work on jobs. They should be able to identify which scheduling method is best based on the scenario that they're trying to schedule. When scenarios arise that require assistance, dispatchers can use the schedule assistant. The assistant provides recommendations based on requirements that you define for the job. Many times, you need to reschedule items or assign them to a different resource. With Dynamics 365, schedule board dispatchers can easily identify which items need to be rescheduled and either reschedule them or rebook them to a different resource.

• Overview of scheduling capabilities
• Overview of the schedule board
• Schedule and reschedule
• Reschedule and move items

Customize the schedule board in Dynamics 365 Field Service

Tailoring the schedule board for easier scheduling is made possible with multiple schedule boards, views, and schedule board options. We look at how we configure the filters, queries, and entities for use with the schedule board.

• Work with multiple schedule boards
• Schedule Board options
• Design and use views with the Schedule Board
• Configure schedule board filter queries

Deploying Resource Scheduling Optimization

Learn how to setup and deploy Resource Scheduling Optimization in this module. Topics include configuration options, defining optimization goals and scope as well as optimizing schedules.

• Resource Scheduling Optimization overview
• Setup and deployment options
• RSO configuration options
• Define optimization goals
• Define optimization scopes
• Define optimization schedules

Use Resource Scheduling Optimization for Dynamics 365 Field Service

This module explains how to work with the schedule board, booking conflicts, and use single resource optimization, and then provides some basic troubleshooting steps.

• Resource Scheduling Optimization scenarios
• Use RSO from the schedule board
• Work with locked bookings and resolve conflicts
• Single resource scheduling
• Troubleshooting tips

Schedule crews, facilities, and resource pooling in Dynamics 365 Field Service

Handle more advanced scheduling options that might involve multiple resources, or specific facilities. Use resource pooling to provide place holders for scheduling groups of resources. Schedule crews to work on specific items. Schedule specific facilities that might be used to help deliver a specific service.

• Schedule multiple resources and facilities
• Define resources
• Work with fulfillment preferences
• Work with requirement groups
• Crew facility resource pool scheduling

Work order management in Dynamics 365 Field Service

Use agreements to help creating Work Orders on a predefined schedule such as in preventative maintenance scenarios. Additionally, by using inventory, they can more effectively manage inventory levels at warehouses and ensure that technicians have what they need to deliver services to their customer while in the field. Dynamics 365 has several foundational elements that can be configured to better tailor a Field Service implementation to meet the desired needs of an organization.

• Overview of the Field Service work order lifecycle
• Create and define work orders
• Work with work order-related records
• Create work orders with Field Service in Outlook
• Collaborate on work orders with Microsoft Teams
• Work with Copilot in Field Service
• Work with incidents
• Scheduling considerations
• Work with inventory and warehouses
• Customer assets

Define agreements in Dynamics 365 Field Service

This module examines the process of creating agreements in Dynamics 365 Field Service.

• Create agreements
• Booking setups
• Define a recurrence pattern
• Define invoices
• Activate the agreement

Use service-level agreements and entitlements in Dynamics 365 Field Service

This module examines how to set up service-level agreements and entitlements in Dynamics 365 Field Service.

• Price lists
• Create an entitlement
• Create a work order and add work order products and services
• Entitlement conflicts
• Service-level agreements for work orders
• Create service-level agreements

Incident types in Dynamics 365 Field Service

Define and create incident types to use as templates when you are creating work orders in Dynamics 365 Field Service.

• Define incident types
• Create incident types
• Use incident types

Inspections in Dynamics 365 Field Service

Learn how to create and perform inspections in Dynamics 365 Field Service.

• Create inspections
• Associate inspections
• Perform inspections

Customer assets in Dynamics 365 Field Service

Learn how to create and associate customer assets with work orders in Dynamics 365 Field Service.

• Create customer assets
• Associate customer assets
• Set up customer asset hierarchies
• Use functional locations

Get started with making Remote Assist calls

Learn about the features of Remote Assist and how it can help technicians solve issues quickly.

• Remote Assist users and roles
• Compare different device options
• Make Remote Assist calls
• Make calls in the Microsoft Teams mobile app

Integrate Dynamics 365 Remote Assist with Dynamics 365 Field Service

Organizations that use Dynamics 365 Field Service to manage work orders can also enable their technicians to make remote assist calls in context of work orders.

• Application setup and user configuration
• Make Remote Assist calls for Field Service work orders
• Make Remote Assist calls
• Use Field Service bookings on a HoloLens device