Field Service- Tips & Tricks

Hello Readers

This blog of mine, will certainly take few of your confusions away, on Field Service. I have tried to keep it simple, but you can ask questions to me any time J

Change Colour of Statuses on Schedule Board

Many a times, you have this requirement to match the colours with your organization’s colour theme and you wonder, how to change colours on the schedule board. Well, it’s really simple to fix, follow the screenshots below:

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Go to Field Service>>Administration>>Booking Statuses

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Open any of the statuses and pick your preferred colour from the ‘colour picker’

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Save the changes.

How to make work order visible on Schedule Board?

First things first, technically, it’s not the work order on Schedule Board. it’s related records to a work order, which gets generated automatically by an OOB Plugin. These records are:

  • Bookable Resource Booking (What you see in the calendar)

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  • Resource Requirement (What you see in the bottom of Schedule Board under ‘Unscheduled Work Orders’)

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In order to schedule a work order, you must configure a territory in the system by going to Field Service>>Administration>>Territories

Now as highlighted below, click on the ‘settings’ button on SCHEDULE BOARD and apply territory filter.

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This will enable you to see work orders (Bookable Resource Bookings/Resource Requirements) on Schedule Board.

**This will also narrow down your map to your territory instead of the world map J 😀

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How to differentiate between the Push Pins on the Map?

if this has confused you a lot, here’s the answer:

S.No. Type Detail Image
1 Full Colour filled Pins This is actually a resource; all resources are randomly given a colour by the system. it can’t be configured.      10
2 Red colour Pin with Question Mark These are your unscheduled Work Orders.     11
3 Coloured Circumference Pins These are your scheduled work Orders; the colour tells you about the status of work order. once completed, it will not be visible on the map.     12

Using Schedule Assistant

I am not sure about everyone, but every time I tried to use ‘Schedule Assistant’ to schedule my work order, it never worked. So here’s a tip:

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When you click on that button, you reach this page:

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You need to checkmark ‘Ignore Duration’ and then click on search again. if you’re not very particular about ‘Characteristic Rating’, you can set it to ‘Any Rating’. if you still can’t find resources, select the ‘territory’.

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Can I have multiple work orders for a single case?

Yes, you can. OOB system has this Business Process Flow -Case to Work Order, which allows you to create a work order only when you have ‘Resolved’ a case. But your clients may have scenarios to have multiple work orders against a case, here’s a trick:

After you have done this, you might receive a query builder error, read this for resolution: https://community.dynamics.com/crm/f/117/t/227184

How to manage Billing/Service Account lookup of work order? (if, you have a B2C scenario)

Your client can be a Government organization, providing support to the residents FOC and they do not need Billing or Service Account. But, its mandatory to have them to create a work order. Here’s a trick:

Case to Work Order (1:N Mapping): I have mapped Case Customer to Work Order Service Account

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Now ‘Billing Account’ is defaulted equal to ‘Service Account’, its OOB and then I have make those field ‘Visible by Default’ as No. J

Configuring the mobile app for Field Service

it is very important to know, that a lot of things can be customized for Field Service Mobile App. You need to download RESCO Mobile -WOODFORD Solution for that. its free for 30 days and then you can buy a plan. You can configure, what should be visible on Mobile App, you can even design the mobile forms. But its quiet simple to configure and does not need much explanation.

Download WOODFORD here http://www.resco.net/mobilecrm/woodford.html

Import the managed solution to your MS CRM by going to Settings>>Solutions>>Import

Once done, open WOODFORD configuration and follow instructions here https://www.microsoft.com/en-us/dynamics/crm-customer-center/install-the-field-service-mobile-app.aspx

Hope you find the post helpful!

Happy CRMing !!

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