RSO is a great addition to Field Service but there is limited documentation for Dynamics 365 consultants to understand how the optimisation engine operates, which makes it difficult to discuss solutions with clients.

I have tested schedules with many different configuration and the results I am getting vary and can be quite inconsistent. There are two I am finding occur regularly. The first is that not all in-scope work orders scheduled when there is more than enough valid resource capacity (in some cases no work orders are scheduled by the run), and a subsequent run of the schedule will then schedule additional work orders. The second is that multiple overlapping work hours will be scheduled to the same resource.

Another thing that I would like more information on is the time promised fields. From my testing, the only way to ensure that a work order is scheduled at an exact time is to set the from and to promised dates 1 minute apart, otherwise it may be scheduled anytime within the promised "window". This doesn't seem right as in effect it doesn't operate any differently to the time window fields.

I understand that it is a scheduling engine and so it isn't expected to be perfect and consistent every time, however it's difficult to give potential clients confidence in RSO when as consultants we can't explain why certain results are occurring.