8

Toggle for "Update End Time" (Y/N) on the Booking Status

The current design of the BRB entity Booking Status updating the End Date/Time impacts our situation of wanting to complete a Booking with the Scheduled End Date/Time values. Currently when you complete a booking, it over-writes the End Date/Time value with a current datestamps Suggestion raised...

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2 Comments

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Category: Field Service (47)

STATUS DETAILS
Needs Votes
Ideas Administrator

Thanks for raising this from our Yammer conversation and sorry for taking so long to respond to this one. I'm interested to understand if this get votes and, for folks in favor of the idea, I'd love to understand how they think this should best be implemented, and what kinds of scenarios they're trying to enable with this feature.

This is a concept adjacent to some Booking behaviors that we've been considering for some time but it not quite the same so we're looking forward to seeing the feedback on this item.

Thanks,
Jason Cohen
PM - Dynamics 365 Field Service

7

Book multiple resources for the same requirement (via multi-select on the Schedule Board)

It is possible today in Field Service to create Requirement records with child Requirement Details. This allows planners who operate within a set of working-hour constraints (defined on the Work Calendar) to book multiple Resources across multiple Days for a single requirement, which is a mass...

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0 Comments

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Category: Field Service (47)

STATUS DETAILS
Needs Votes
Ideas Administrator

Hi Andrew,

Thank you for your feedback. We need some more details to understand your suggestion better. You are right in your assumption, when a work order is created the Primary Requirement created with out an allocation method, which is why no Requirement details records are generated. However, it once the primary requirement of the work order is created, the Requirement details creation is still supported by creating new ones in associated 'Requirement Details' grid view or Specify Pattern itself. 

Thanks,

Vinay Nalam,

PM, Microsoft

7

Carry SLA over from Case to Work Order

In many instances, a customer calls into a call center for an issue. If it meets an SLA condition, the clock starts. Many customers have SLAs for First Response (Case), arrival and resolution. In many instances, Arrival KPI / SLA begins on first call, not when the Work Order is converted from ...

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0 Comments

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Category: Field Service (47)

STATUS DETAILS
Under Review
Ideas Administrator

Thanks for sharing this idea.

As it is currently described, it seems like you these are still Case specific SLAs (the Case is where these things would be tracked an owned. What it sounds like you're really suggesting is passing back some specific time stamps based on the related work orders or related work order bookings.

Effectively, it sounds like you want to be able to fail or succeed certain types of SLAs at the Case level based on WO events.

Is that correct? If not, perhaps you can describe an example in enough detail to help me better understand the ask.

 

Thanks,

Jason Cohen, PM,

Microsoft.

7

One should not be able to move completed work order on schedule board

Once a field worker has completed a work order and its status changes to Open - Completed, no one should be able to move the work order to another resource or time.

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2 Comments

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Category: Field Service (47)

STATUS DETAILS
Declined
Ideas Administrator

Thank you for your feedback.

While we agree that, in general, there are few reasons to move a booking after it has been completed, when considering all possible scenarios, we do think that there are some scenarios where this makes a lot of sense. As such, we are declining this idea.

However, for organizations that want to limit this, behavior, we think that is a very valid possiblity for specific organizations and they should feel encouraged to limit such changes based on the Bookign Status or underlying Field Service Status.

Sincerely,
Jason Cohen
PM, Dynamics 365 Field Service

6

Extend Push Notification framework to Service Account & Contacts

Notifying and reminding Field Service Clients of scheduled service team visits is an important and time consuming aspect of providing good customer service. Currently, we must call and remind a customer of a service call one day prior to the visit and for great service we like to let the custo...

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0 Comments

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Category: Field Service (47)

STATUS DETAILS
Needs Votes
Ideas Administrator

The ability to improve customer engagement with every touch points are critical to service area and we agree with the importance of the scenario. We will inform the PM on this to see whether there is any plan to roll out the push notification to more entities in CRM and track whether we get more ask on this.

Meanwhile, you can take a look below integration that we already have today.

https://glympse.com/news_releases/glympse-launches-integration-that-enhances-microsoft-dynamics-365-field-service-experiences-with-live-map-technician-view-and-appointment-eta/ 

Thanks for the feedback and pls keep the ideas coming.

Regards,

Vivian Huang

Product Manager 

 

 

 

 

 Regards,

 

6

Field Service Agreement to cover customer equipment

A number of organisations have Field Service requirement require service agreements to specify the customer equipment which is under the scope of the agreement.  For example, the Field Service department provides break/fix for customer assets such as cars, computer equipment, facilities e...

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1 Comments

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Category: Field Service (47)

STATUS DETAILS
Completed
Ideas Administrator

Thank you for your feedback.

We released portions of this Idea as part of the functionality in our Field Service SLA and Field Service Entitlement feature in Field Service v8.x. It isn't tied specifically to an Agreement but we see Agreement, Entitlement, and SLA as parts of the overall Entitlement story within Field Service.

Field Service SLA connects the long-standing SLA feature with the Field Service scheduling logic to drive Arrival time SLA scenarios. We don't yet attempt to auto-apply SLAs based on customer conditions but would welcome new ideas on how this logic should be universally driven in a way that would meet the needs of all customers using the feature. For now, we would rely on customer-specific logic or manual application. Please refer to the following link for more information: 

https://docs.microsoft.com/en-us/dynamics365/customer-engagement/field-service/sla-work-orders

Field Service Entitlements enables entitlement creation against a Work Order and allows an organization to drive specific pricing logic at the Work Order Product/Service level based on the way the entitlement applies to a given work order. We expect that this initial implementation of Entitlement satisfies a significant portion of your ask and would love new ideas to understand how we might improve it further. The detailed documentation for this feature is coming soon; when it is delivered it will be posted in our Docs. 

Thanks for sharing this great idea and please keep your ideas coming.

 

Sincerely,

Jason Cohen

PM, Microsoft.

6

Migration tool from Field One Sky to Field Services

Actually many clients are facing the problem to migrate from Field One Sky solution to the Field Services.

In order to solve this problem we need a tool that is able to "transform" and migrate all Field One Sky Data into Field Services.

This will help ALL old clients from Fi...

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2 Comments

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Category: Field Service (47)

STATUS DETAILS
Completed
Ideas Administrator

Thank you for your feedback.

We briefly released such a tool but it was too difficult to use and significantly more complex than expected. Customers and partners would not have been able to navigate the upgrade, unfortunately, so we decommissioned the tool. While I suspect this is not something you continue to need, this will never be made generally available, again.

Sincerely,

Jason Cohen
PM, Dynamics 365 Field Service

6

Field Service - Service cannot be added via Product’s View

Products are categorized into Service, Inventory and Non-Inventory.

When you need to add services tasks to the Work order, you will go to the Service Tasks section and click + Add Work Order Service Task record.

In the product’s View, when you click + to open a new window, ...

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0 Comments

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Category: Field Service (47)

STATUS DETAILS
Declined
Ideas Administrator

Thank you for your feedback. We are not considering the suggestion at this time due to the following reason: Service Tasks are not meant to enter products, they are meant to track your internal tasks that the technician would need to perform on the job site, acting as a "check-list" for his/her technical actions. 

To enter products/services please use the respective entities (Work Order Products and Work Order Service), which is where you would be able to use the CRM Products. For Work Order Products we allow you to enter a CRM product that is tagged as an Inventory or Non-Inventory item, likewise for the Work Order Service entity we only allow using CRM products that are marked "Service" in the field service section. 

For further details on how to enter products I would advise consulting the help section of the Dynamics 365 Field Service.  

Sincerely,

Shloma Baum

PM, Microsoft

4

Retrieve required work order skills from entities other than incident type (e.g. asset, product, customer)

OOTB the work order skills are populated based on the incident type. However multiple customers have explained situations where they would like to specify required skills also on the account (e.g. entry certificate), customer asset (e.g. for highly-customized assets) or product (instead of bui...

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0 Comments

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Category: Field Service (47)

STATUS DETAILS
Needs Votes
Ideas Administrator

Thanks, Alexander.

I really like this idea and will begin to look into it further; however, if this gets more votes, it will be easier to justify prioritizing this idea.

Thank you for your insight,
Jason Cohen
PM, Dynamics 365 Field Service

4

Alternate Mapping of Bing Maps 'Neighborhood' Field to the D365 'Address: City' Field

In Australia and perhaps other countries around the world, address standard include the 'Neighborhood' field from Bing Maps, not the 'City' field. For example, Adelaide in South Australia has a population of 1+ million and covers hundreds of square miles. Addresses are NOT written as: 1 George...

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1 Comments

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Category: Field Service (47)

STATUS DETAILS
Under Review
Ideas Administrator

Thank you for your feedback.

Currently, we're working with Bing to see how this can be accomplished. We are aware of this ask and are tracking it. If we get positive feedback from Bing, we'd like to consider it in the future.

Sincerely,

Jason Cohen

PM, Microsoft