Intro & Overview

Question 1

What are the 4 main steps in the Field Service process in regard to work orders?

Answer 1

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

Question 2

Field Service capabilities help organizations to….

Answer 2

…deliver outstanding onsite service.

Question 3

What is the cornerstone of Field Service?

Answer 3

The Work Order.

Question 4

Describe 3 things you can do with Work Orders.

Answer 4

1) Capture essence of what needs to be performed.
2) Used to schedule Resources & Activities.
3) Can be used for Installation, Repairs or Preventative Maintenance.

Question 5

What type of Scheduling does D365 Field Service allow you to do?

Answer 5

Smart Scheduling - right resource, right time, right location, the right equipment, meet SLAs, etc.

Question 6

What is the Schedule Board?

Answer 6

Drag-and-drop interface for scheduling

Question 7

What does the Scheduling Assistant allow you to do?

Answer 7

Query for resources on a larger scale.

Question 8

What filters can you select as part of the Scheduling Assistant?

Answer 8

Duration, Radius, Start & End Days, Territory and Resource Types

Question 9

For Resource Management, what are the different types of Resources you can manage?

Answer 9

Employees, Equipment, Accounts, Contacs, 3rd Party Vendors, etc. - items typically used to service work orders

Question 10

What can you assign to Resources?

Answer 10

What are called Characteristics or Skillsets.

Question 11

From here what can you do with Resources?

Answer 11

Assign them different Proficiency Models.

Question 12

Helps us to?

Answer 12

1) Understand who or what our Resources are

2) Better manage their schedules

Question 13

What is mobile field enablement?

Answer 13

Technicians can use a handheld device, smartphone or laptop to open and view work orders, get a customer signature, update information, etc. - allows technicians to be nimble and “in the know”.

Question 14

What is Unified Scheduling?

Answer 14

It’s not just about scheduling Work Orders anymore. You can Schedule Opportunities, Cases,

Question 15

PLANNING YOUR FIELD SERVICE IMPLEMENTATION:

WORK ORDER GENERATION:
What Qs do you need to ask yourself for an implementation in terms of Work Orders?

Answer 15

• How are people going to enter information? Manually by schedulers and/or dispatchers, through a portal by you or by your clients, Internet of Things (IoT) capability (connected field service), automatically generate monthly work orders for SLAs, will technicians be able to create and update this information in the field, etc.
• What information do you need to capture?
• How do you mark a Work Order as ready to be Scheduled?

Question 16

SCHEDULE & DISPATCH: Questions for implementation?

Answer 16

• How are you going to handle the Scheduling process? Manually move things around in Schedule Board or automated process, e.g., Scheduling Assistant (semi-automated).
• What Skillsets or Use Cases are important?
• How are you going to Optimize your Resources?

Question 17

SERVICE DELIVERY: Questions for implementation?

Answer 17

• Will the Agents be using the mobile app?
• What pre-existing information will they need to do the Service?
• Will the Customer get information on who is coming and when?
• Will the Technician capture signatures?

Question 18

REVIEW & BILL: Questions for implementation?

Answer 18

• How do we handle billing?
• Is there follow-up and how will it be done?
• Integrations with back-office software for billing? Or, inventory adjustments through the application? (there are some inventory and purchasing functionality but not in-depth)
• How do you mark the Work Order as completed?
• Next step to trigger an Invoice?