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...
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...
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
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 ...
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.
Multi-select on Schedule board
On the Schedule board I would like to select and drag and drop more than one requirement at the same time.
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,
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
Personal views on Schedule Board
Our customer works with a lot of dispatches. Each dispatcher has their own group of requirements (based on i.e. Territory or Resource groups). These dispatchers would like to set up their on personal Schedule Board with their pre-filled Requirement views. Currently they cannot do that, because: ...
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...
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.
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...
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
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 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