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Field Service today only supports creating Work Orders for a Service Account. It would be great to also support Contact (so we can support the B2C scenario).

Category: Work order
STATUS DETAILS
Needs Votes
Ideas Administrator

Thank you for your feedback.

Currently this is not in our roadmap; however, we are tracking it and if we get more feedback and votes, we may consider it in the future. As you're likely aware, all of our data is associate to service accounts so this would be a significant shift, however, if there's enough demand, we would consider making this change.

Sincerely,

Jason Cohen

PM, Microsoft

Comments

J

We really need this capability as Work orders should be about the contact. We can derive the Account from that but we are trying to service individuals, not orgs.

Category: Work order

J

Indeed a much needed feature. Having a limitation of creating work orders only for accounts essentially limits the applicability of Field Service to B2B scenarios only. B2C scenarios are so common though where field service is applicable. There are many examples where a companies service individuals in their premises such as installation and servicing of HVAC appliances.

Category: Work order

J

As with previous posters, I feel this is an absolute must have to convince most retail customers to actually use MS Field Service. Otherwise they simply purchase other solutions. Up-voted this one.

Category: Work order

J

Yes, it seems strange they didn't use the customer field and instead opted for the Account Entity instead. We have 2 clients now with B2C requirements - A large wholesaler of cleaning and steam iron products and a solar company that sells to residential addresses. Both of these require the use of contact or customer entities and this short-sightedness causes us to create contacts as accounts and then map that way.

With over 2,000 solar installations to date and 50,000 retail customers for Steam Irons and cleaning products, this is going to put a lot of bad data in to our system. It also makes universal search more convoluted because staff see duplicate entries when searching.

Microsoft, we need a solution!

Category: Work order

J

In our case, most of the times Work Orders are getting associated with Contacts rather than Accounts. Since, Field Service is not providing feature to associate Contact with Work Order, our client is not happy with this behavior. Kindly look into it and do the needful. Thanks.

Category: Work order

J

I think this is one of the most common requirements. All new projects I am working with require this scenario and we have to handle Accounts as Contacts as a workaround at some point. This is not efficient and I can see a rise in the demand for Field Service solution in MENA region at least. I hope Microsoft will tackle this issue soon before the customers start looking for alternate solutions.

Category: Work order

J

B2C field service is more common than B2C in my experience. The current account fields should definitely be customer fields rather than lookups to accounts.

Category: Work order

J

In any scenario where the service is provided to private customers, without this option Field Service is not operational. It is a very serious problem ...

Category: Work order

J

I dont really understand the reason why you did choose the account lookup on the work order instead of using the customer lookup to be able to choose between company OR contact. I am also having a customer looking for a B2C scenario where the contact and his personal address does matter for the job do be executed. Please consider quickly to implement this feature as well to be able to do offer the solution for a larger number of customers.

Category: Work order

J

I am working with a public sector where they wish to provide service to patient's wheel chairs and other assets provided to them by the Hospital. In this scenario it is important to track assets and work orders against Contacts than Accounts. And I believe this could be a very common and genuine ask from other customers as well. Hence, I would request for this possibility in the product.

Category: Work order