Microsoft Dynamics 365 for Field Service

Course Overview

Learn how to effectively configure a Dynamics 365 for Field Service implementation to maximize the tools and features available to efficiently manage a mobile work force.

Target Audience

This course is designed for IT professionals with experience or interest in delivering Field Service solutions for large-scale customers.

Course Content

Configure Microsoft Dynamics 365 Field Service

• key Field Service configuration considerations
• Define Field Service products and services
• Work with work order types, territories, and status settings
• Resolutions
• Define incident and service task types
• Define account preferences
• Exercise - Configure Field Service settings
• Check your knowledge
• Summary

Configure bookable resources in Dynamics 365 Field Service

• Overview of bookable resources
• Setup and configuration
• Define bookable resources
• Work with crews, facilities, and pools
• Configure entities for URS
• Exercise - Set up and configure bookable resources
• Check your knowledge
• Summary

Schedule crews, facilities, and resource pooling in Dynamics 365 Field Service

• Schedule multiple resources and facilities
• Define resources
• Work with fulfillment preferences
• Work with requirement groups
• Crew facility resource pool scheduling
• Exercise - Schedule multiple resources
• Check your knowledge
• Summary

Work order management, agreements, inventory, and purchasing in Dynamics 365 Field Service

• Overview of the Field Service work order lifecycle
• Create and define work orders
• Work with work order-related records
• Exercise - Create work orders
• Entitlement
• Work with agreements
• Service level agreements (SLAs) for work orders
• Work with inventory and warehouses
• Check your knowledge
• Summary

Incident types in Dynamics 365 Field Service

• Introduction
• Define incident types
• Create incident types
• Use incident types
• Check your knowledge
• Summary

Inspections in Dynamics 365 Field Service

• Introduction
• Create inspections
• Associate inspections
• Perform inspections
• Check your knowledge
• Summary

Manage scheduling options in Dynamics 365 for Field Service

• Overview of scheduling capabilities
• Overview of the schedule board
• Schedule and reschedule
• Reschedule and move items
• Exercise - Schedule items
• Check your knowledge
• Summary

Customize the schedule board in Dynamics 365 Field Service

• Work with multiple schedule boards
• Schedule Board options
• Design and use views with the Schedule Board
• Configure schedule board filter queries
• Exercise - Customize the Schedule Board
• Check your knowledge
• Summary

Deploying Resource Scheduling Optimization

• Resource Scheduling Optimization overview
• Setup and deployment options
• RSO configuration options
• Define optimization goals
• Define optimization scopes
• Define optimization schedules
• Check your knowledge
• Summary

Get started with the Dynamics 365 Field Service Mobile application

• Introduction
• Deploy the mobile application
• Work with the mobile application
• Service customer assets
• Work offline and update offline data
• More mobile application capabilities
• Check your knowledge
• Summary

Customize and configure the Dynamics 365 Field Service Mobile application

• Introduction
• Edit the mobile application
• Offline configuration
• Barcode scanning and global search
• Audit locations
• Configure push notifications
• Check your knowledge
• Summary

Integrate Dynamics 365 Remote Assist with Dynamics 365 Field Service

• Introduction
• Application setup and user configuration
• Make Remote Assist calls for Field Service work orders
• Make Remote Assist calls
• Use Field Service bookings on a HoloLens device
• Check your knowledge
• Summary

Customer assets in Dynamics 365 Field Service

• Introduction
• Create customer assets
• Associate customer assets
• Set up customer asset hierarchies
• Use functional locations
• Check your knowledge
• Summary

Set up Field Service to create work orders from IoT data

• Introduction
• Installation and setup
• Configure Connected Field Service
• Device data
• Visualize device readings
• IoT alerts
• Mobile app
• Check your knowledge
• Summary

Create custom apps for Dynamics 365 Field Service

• Introduction
• Create apps from Power Apps
• Deploy the customer experiences portal
• Customize Dynamics 365 Field Service
• Universal Resource Scheduling
• Set up and customize schedule boards
• Check your knowledge
• Summary

Gather customer feedback with Dynamics 365 Customer Voice

• Introduction
• Create a project by using the support template
• Customize email templates with survey variables
• Configure Power Automate to send surveys after a case is resolved
• Create surveys for omnichannel surveys and satisfaction metrics
• Set up post chat surveys
• Exercise - Customize email templates with survey variables
• Check your knowledge
• Summary

Course Prerequisites

• Target Audience should have a basic understanding of how to navigate the Dynamics 365 application.
• A basic overview understanding of what the Field Service application is and used for is also helpful.