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 ...
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...
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.
Thanks for the feedback and pls keep the ideas coming.
Regards,
Vivian Huang
Product Manager
Regards,
Enable drag-and-drop movement of tabs on the schedule board
In previous versions of Field Service, tabs in the schedule board could be moved by drag-and-drop. However, in the new version of Field Service, tabs on the schedule board cannot be moved by drag-and-drop. It is more convenient to move them by drag-and-drop as before.
Aerial Map View On Schedule Board Map
PLEASE add the Aerial Map View On Schedule Board Map as it used to be an option but no longer is...Our Energy customers need this view to see lease roads that may not necessarily be on a normal map view.
Scheduler Board- Request to Extend Maximum Days for 'Number of days displayed in days view'
'Number of days displayed in days view' to be 30 days. The current maximum allowed is 14 days. Please provide support to change the maximum days from 14 to 30.
PDF Files loaded as a service task that can be modified and saved to work order for completion
Have the ability to create a new service task in field service that has specific paperwork that is in a PDF format that technicians can modify and save that will be able to be printed once moved to invoicing. This paperwork is usually specifically mandated forms that must be exact in nature.
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.
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
Change default search operator from "Equals" to "Contains"
Hi team,
The default search operator on the list view is “Equals”. There are lots of complains from end user about this, they need to change the operator to “Contains” manually since they can’t enter the whole information to search for most of the time.
Get information f...
Agreement Booking Setup's Recurrence Settings to draw from Entity Fields
Currently, the only fields the Agreement Booking Setups default to are the Start Date and End Date of the parent Agreement Entity. The other fields: Recurrence Patterns and Range of Recurrence (except Start Date) all have to be entered manually on each Agreement Booking Setup. (and Recurrence ...
Thank you for your feedback. We really like this idea. We are doing work in some related areas and may take the opportunity to look at some of this, depending on complexity.
At the moment, by itself, this is not currently in our roadmap; however, we are tracking it and if we get more feedback and votes, we may consider it in the future.
Thanks, Boris.
Jason Cohen
PM, Microsoft
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, ...
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
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.