I. 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.

II. Duration: 32 hours (4 days)

III. Intended Audience:

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

IV. Prerequisites:

• Experience with Microsoft Dynamics 365 applications is helpful, especially Field Service.

V. Course outlines:

1. Implement Microsoft Dynamics 365 Field Service

• Configure Microsoft Dynamics 365 Field Service: One of the main advantages to Dynamics 365 Field Service is the ability to configure it based on your organization needs. Configuration options might include Identifying key configuration considerations, defining products and services, and other related factors and the defining the necessary Work Order Types, substatuses, service territories, and account configuration that will support the desired Functionality.
• Work order management in Dynamics 365 Field Service: Use agreements to help creating Work Orders on a predefined schedule such as in preventative maintenance scenarios. Additionally, by using inventory, they can more effectively manage inventory levels at warehouses and ensure that technicians have what they need to deliver services to their customer while in the field. Dynamics 365 has several foundational elements that can be configured to better tailor a Field Service implementation to meet the desired needs of an organization.
• Define agreements in Dynamics 365 Field Service: This module examines the process of creating agreements in Dynamics 365 Field Service.
• Use service-level agreements and entitlements in Dynamics 365 Field Service: This module examines how to set up service-level agreements and entitlements in Dynamics 365 Field Service.
• Create custom apps for Dynamics 365 Field Service: Learn how to use Microsoft Power Platform to create custom apps for Dynamics 365 Field Service.
• Get started with the Dynamics 365 Field Service Mobile application: Dynamics 365 Field Service Mobile application is built on Microsoft Power Platform and provides tools that help frontline workers serve customers in the field. While working in the field, they can access important information such as work orders, customer asset lists, accounts, and contacts.
• Customize and configure the Dynamics 365 Field Service Mobile application: Learn how to customize and configure the Dynamics 365 Field Service Mobile application forms, views, and site map.

2. Universal Resource Scheduling in Microsoft Dynamics 365 Field Service

• Configure bookable resources in Dynamics 365 Field Service: This module focuses on how bookable resources are used in universal resource scheduling. We also cover configuring resources, working with bookable resources, setup of supporting components such as characteristics and roles, and working with facilities, crews, and resource pools.
• Manage scheduling options in Dynamics 365 for Field Service: Dispatchers and schedulers need to easily identify and schedule resources to work on jobs. They should be able to identify which scheduling method is best based on the scenario that they're trying to schedule. When scenarios arise that require assistance, dispatchers can use the schedule assistant. The assistant provides recommendations based on requirements that you define for the job. Many times, you need to reschedule items or assign them to a different resource. With Dynamics 365, schedule board dispatchers can easily identify which items need to be rescheduled and either reschedule them or rebook them to a different resource.
• Customize the schedule board in Dynamics 365 Field Service: Tailoring the schedule board for easier scheduling is made possible with multiple schedule boards, views, and schedule board options. We look at how we configure the filters, queries, and entities for use with the schedule board.
• Deploying Resource Scheduling Optimization: Learn how to setup and deploy Resource Scheduling Optimization in this module. Topics include configuration options, defining optimization goals and scope as well as optimizing schedules.
• Use Resource Scheduling Optimization for Dynamics 365 Field Service: This module explains how to work with the schedule board, booking conflicts, and use single resource optimization, and then provides some basic troubleshooting steps.
• Schedule crews, facilities, and resource pooling in Dynamics 365 Field Service: Handle more advanced scheduling options that might involve multiple resources, or specific facilities. Use resource pooling to provide place holders for scheduling groups of resources. Schedule crews to work on specific items. Schedule specific facilities that might be used to help deliver a specific service.

3. Manage work orders in Dynamics 365 Field Service

• Incident types in Dynamics 365 Field Service: Define and create incident types to use as templates when you are creating work orders in Dynamics 365 Field Service.
• Inspections in Dynamics 365 Field Service: Learn how to create and perform inspections in Dynamics 365 Field Service.
• Customer assets in Dynamics 365 Field Service: Learn how to create and associate customer assets with work orders in Dynamics 365 Field Service.

4. Solve problems in real time with Dynamics 365 Remote Assist

• Get started with making Remote Assist calls: Learn about the features of Remote Assist and how it can help technicians solve issues quickly.
• Integrate Dynamics 365 Remote Assist with Dynamics 365 Field Service: Organizations that use Dynamics 365 Field Service to manage work orders can also enable their technicians to make remote assist calls in context of work orders.