Cards for Deck

Question 1

What are the 4 key pillars of D365 Field Service implementation?

Answer 1

1) Work Order Creation
2) Schedule & Dispatch
3) Service Delivery
4) Review & Bill

Question 2

What do you have to consider for Work Order Creation?

Answer 2

• What mechanisms inside the application will trigger Work Order Creation? (Are you a helpdesk Case organization or scenario where you sell kitchen remodels so you need to order parts and send out an installer?)
• When is the Work Order ready to be Scheduled? (Are we waiting for Parts?)

Question 3

What do you have to consider for Schedule & Dispatch?

Answer 3

• How will the Dispatchers interact with the Schedule Board and the Schedule Assistant? (manual or semi-automatic)
• Will each Dispatcher have 1 Schedule Board? Will multiple Dispatchers be scheduling multiple Resources?

Question 4

What do you need to consider for Service Delivery?

Answer 4

• What pre-existing information about the Work Order do the agents or technicians need to perform the Service Delivery?
• Are they using multi-media techniques such as taking pics, scanning barcodes, and capturing customer signatures?

Question 5

What do you need to consider for Review & Bill?

Answer 5

• What Back Office programs will we need to integrate with? (e.g., Inventory Management)
• How will the Approval process be triggered?
  Will D365 handle all billing?

Question 6

What 5 pre-determined Security Roles are included as part of the D365 Field Service solution?

Answer 6

Field Service - Administrator
Field Service - Dispatcher
Field Service - Inventory Purchase
Field Service - Resource
Field Service - App Access (those who need to be able to work within the mobile application)

Question 7

What is Resource Scheduling?

Answer 7

One-stop shop to manage shared scheduling components

Question 8

What fields will you see inside Resource Scheduling?

Answer 8

Resources
Resource Roles
Resource Skills
Proficiency Models
Resource Requirements
Resource Bookings

Question 9

What Settings are there in Resource Scheduling?

Answer 9

Organizational Units (by territory, business unit, etc.)
Work Hours Templates
Booking Statuses
Requirements Statuses
Priorities
Administration

Question 10

What entities are geo-coded?

Answer 10

Accounts, Work Order Addresses

Question 11

Resource Scheduling is shared among Field Service and Project Service automation.

Answer 11

True

Question 12

Location information is turned on by default.

Answer 12

False

Question 13

What do the administrative options within D365 Field Service do?

Answer 13

Allows greater flexibility and customization

Question 14

What can be customized?

Answer 14

Products
Services
Service Task Types
Bookable Resources
Characteristics
Territories
Booking Statuses
Warehouses
Postal Codes
Time Groups
Payment Terms
Tax Codes
Price Lists
Incident Types
Booking Rules

Question 15

How can Products and Services be added to Work Orders?

Answer 15

Schedule Board (manually)
Automatically from an associated Incident Type

Question 16

What are Incident Types?

Answer 16

Common issues or items reported by customers

Question 17

What is the difference between Incidents and Cases?

Answer 17

Incidents are more like templates that you can add Products or Services to.

Question 18

Products or Services can be marked as billed or estimated.

Answer 18

True

Question 19

Products can be inventory or non-inventory based.

Answer 19

True

Question 20

How can Services be charged out?

Answer 20

Time and materials and/or hourly basis

Question 21

What are the 2 ways Duration of Service can be calculated?

Answer 21

Technician can enter manually or can be derived automatically by calculating difference between Time of Arrival and Completion.

Question 22

What are the 3 Field Service Product Types?

Answer 22

Inventory
Non-inventory
Service

Question 23

Before you can select a Product, what do you have to do.

Answer 23

Add a default price list, publish it to the Product Catalogue, and/or activate it within the system.