Understand the Microsoft Field Service Solution Architecture and relationship to CRM Work Order process Mobile configuration

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2 Understand the Microsoft Field Service Solution Architecture and relationship to CRM Work Order process Mobile configuration

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5 an end-to-end solution that extends Microsoft Dynamics CRM to provide a complete field service management application, including: Service locations Customer assets Preventative maintenance Work order management Resource management Product inventory Scheduling & dispatch Mobility Customer billing Collaboration Analytics

6 CSR Maintain customer account information Receive incoming service requests Maintain customer satisfaction Dispatcher Monitor incoming work orders for completeness and accuracy Manage service schedule Collaborate with CSRs, customers, and Field Agents Field Agent Inventory Manager Service Manager Performs jobs outlined in the work orders Interacts with customers in the field Complete assigned work Monitor field service warehouse inventory levels Purchase inventory for stock and work order allocation Manage returns, transfers, and adjustments Manage field service processes and personnel Review completed work for accuracy Monitor field service metrics and analytics

7 Field Service CRM Architecture User Styles & Interfaces Desktop Mobile Web Portals Business Processes Installation Break Fix Maintenance Returns Inventory SLA Field Service Entities Work Orders Work Schedules Product Services Purchase Orders Skills Resources Returns Agreements Agreement Schedules Agreement Invoices Inventory Customer Equipment Schedule Rules Warehouses Field Service Functions Geo Coding Auto Routing Scheduling Assistant Mapping Services Schedule Boards Bar Code Scanning Mobile Payments CRM Functions & Entities Contact Case Account Lead Territories Opportunity Price Lists Activities Sales Marketing Integration Services.NET SOAP CRM HRM ERP Microsoft Dynamics CRM Dashboards Reports Security Model Auditing Workflow

8 Primary Overlap Mode Field Service Process Flow Work Order generation Work orders are generated as a result of won sales opportunities, recurring service agreements, or incoming customer service requests; and specify what type of work needs to be done, and where it will take place. Work Order Generation Schedule & Dispatch Service Delivery Review & Bill

9 Primary Overlap Mode Field Service Process Flow Work Order generation Work orders are generated as a result of won sales opportunities, recurring service agreements, or incoming customer service requests; and specify what type of work needs to be done, and where it will take place. Schedule & dispatch During the schedule and dispatch process work orders are assigned to resources, using manual, semi-automated, or automated functionality, specifying who will perform the work, and when it will be performed. Work Order Generation Schedule & Dispatch Service Delivery Review & Bill

10 Primary Overlap Mode Field Service Process Flow Work Order generation Work orders are generated as a result of won sales opportunities, recurring service agreements, or incoming customer service requests; and specify what type of work needs to be done, and where it will take place. Schedule & dispatch During the schedule and dispatch process work orders are assigned to resources, using manual, semi-automated, or automated functionality, specifying who will perform the work, and when it will be performed. Work Order Generation Schedule & Dispatch Service Delivery Review & Bill Service Delivery Field agents conduct work on site, primarily with the mobile application, to complete assigned tasks, collect service information, record products and labor, and ensure customer satisfaction.

11 Primary Overlap Mode Field Service Process Flow Work Order generation Work orders are generated as a result of won sales opportunities, recurring service agreements, or incoming customer service requests; and specify what type of work needs to be done, and where it will take place. Schedule & dispatch During the schedule and dispatch process work orders are assigned to resources, using manual, semiautomated, or automated functionality, specifying who will perform the work, and when it will be performed. Work Order Generation Schedule & Dispatch Service Delivery Review & Bill Service Delivery Field agents conduct work on site, primarily with the mobile application, to complete assigned tasks, collect service information, record products and labor, and ensure customer satisfaction. Review & Bill Upon completion of the service, the work order can be reviewed centrally before it is posted and an invoice is generated for customer billing

12 Initial System Configuration

13 Key Entity Relationships Territory Billing Account Service Account Work Order Schedule Customer Asset Agreement Work Order Incident Customer Asset Resource Work Hours Skills Incident Product Service Service Task Skills Territory

14 Initial Configuration Topics Personal Options User record extensions Security Roles & Field Profiles FieldOne Administration FieldOne Settings Features Skill Types Territories Price Lists Warehouses Priorities Work Order Types WO Sub status Schedule Sub status Resource Categories Products/Services Service Task Types Resources Incident Types And more.

15 Resources Overlap Mode Resources are normally thought of as Field Agents, but can be anything that may need to be scheduled to a work order, e.g. equipment, vehicles, service bays, etc. What types of Resources will need to be scheduled? Will Resources be employees? CRM users? Sub contractors? Where does each Resource start and end his/her day? (Home/Office) What are a Resource s standard Working Hours? How does each Resource interact with Warehouses/Trucks What skills will need to be assigned to Resources? Can Resources be assigned to multiple territories? Will Resources need to be scheduled as crews Will Resources need manager s approval for time-off requests?

16 Products / Service Overlap Mode How will the CRM product catalog be set up / maintained? How will product prices and costs be determined? Will inventory be tracked in CRM? Is the product catalog universal to the company? Are product units and unit groups defined? Will product families be needed? Will substitute products be defined? Is there a need to track serialized inventory?

17 Incident Type Discovery Topics Overlap Mode Can your standard services, or jobs, be defined as incident types, with tasks, services, products, skills, and estimated duration? How many incident types will be needed to start with?

18 Customer Management Work Order Management Schedule and Dispatch Mobility Customer Billing Analytics and Integration CSR Dispatcher Field Agent Inventory Manager Service Manager

19 CSR Accounts Will unique service locations be able to be defined as account records? Do existing service account records have accurate postal addresses? Do existing service account records have latitude and longitude values? Is there currently any address validation in place for new account records? Will service account records be assigned to service territories? Will invoices for work performed at a service location need to be mailed to a different address? Do all existing account records have price lists and currencies? Do you define a preferred resource at the service account level? How will you charge for travel time to service locations?

20 CSR Customer Assets Will customer assets be required? Will customer assets be located at individual service locations? Will the location of customer assets, within a service location, need to be identified/described separately? How will customer asset records be created / maintained?will customer assets need to be grouped into hierarchies? Will customer assets have warranties? Do customer assets, or sub components ever get replaced? If so does the service history remain with the replacement, or stay with the original record? What is the replacement process?

21 CSR Service Agreements What type of Service Agreements does the client have with their customers? Which user roles generate agreements, and where in the business process? Is an agreement unique to a service location? What is the normal term and what is the renewal process? What are the typical recurrence patterns for agreement generated work orders? Will service agreements require more than one recurrence pattern? Will service agreement work orders be associated to specific customer assets? Do your agreement contracts include any customer guarantees, or penalties, that may need custom service level agreement (SLA) functionality? Will agreement generated work orders be automatically scheduled, or will dispatchers be responsible for scheduling them? Will recurring invoices need to be created, in addition to recurring work orders? And if so, what effect will they have on the pricing, and invoicing, of the recurring work orders? How are customers billed for service agreement related work orders? Time of service vs. Automatic billing?

22 CSR Case Management Will a single Incident type be enough on the case form? Will CRM entitlements need to be configured to monitor service level agreements? Is there any additional field mappings needed on case conversion to work order? Will the CSR be responsible for service delivery and completion, or will the Dispatcher?

23 Customer Management Work Order Management Schedule and Dispatch Mobility Customer Billing Analytics and Integration CSR Dispatcher Field Agent Inventory Manager Service Manager

24 Dispatcher Work Orders How and who creates work orders? Incident types and Work Order types When one is appropriate versus the other Using Work Order Types to segregate Resources Calculating Work Order Durations Relating Customer Equipment to Work Order Incident Work Order Product can convert to Customer Equipment Service Tasks, Products, and Services Estimated versus Used Pricing Product requisition processes Write-In product processes (POs) Will work order duration be determined by service task durations? Will work order location need to be different than service account location? Will estimated amounts need to be compared to actual amounts? How will service resolution info need to be tracked/reported? What work order reports will need to be created, and how will they be delivered to the customer? What work order sub-statuses need to be created to track the unique business processes? Will payments be taken against work orders? How will work order priorities be used?

25 Customer Management Work Order Management Schedule and Dispatch Mobility Customer Billing Analytics and Integration CSR Dispatcher Field Agent Inventory Manager Service Manager

26 Customer Management Work Order Management Schedule and Dispatch Mobility Customer Billing Analytics and Integration CSR Dispatcher Field Agent Inventory Manager Service Manager

27 Entities Overlap ModeInvolved Schedule Board Schedule Assistant Resources Work Orders Work Order Schedules Business Units, Users, Accounts Territories, Skills Work Order Schedule Rules

28 Business Overlap Mode Processes to Address Set up and interact with Schedule Board Manual Scheduling Semi-automated scheduling (Schedule Assistant) Fully-automated scheduling (Automated Routing Engine) Preventative maintenance scheduling (Agreements)

29 Important Overlap Mode Questions to Ask How many Resources is a dispatcher in charge of? How are Resources segregated when it comes to management and scheduling? Are Resources split by Skills, Work Order Types, Territories, Business Units, Time Zone, or custom entities? How is a Work Order manually scheduled? How does the customer want to use the Schedule Assistant? How should a dispatcher reschedule Work Orders? How are field technician delays dealt with? How are notifications triggered (internal/external)?

30 Discussion: Overlap Mode Fields on Work Order that Affect Schedules Latitude/Longitude (Geocode) Service Territory Preferred Resource Priority Time from/to Promised Time Window Start/End Date Window Start/End Time Group

31 Discussion: Overlap Mode Work Orders Schedules Separation of Work Orders and Schedules Work Order: Work Order Schedule, 1:N One Work Order, Many schedules, one resource One Work Order, Many schedules, many resources How to schedule a single Work Order multiple times

32 Best Overlap Mode Practices Each dispatcher gets his/her own schedule board tab Encourage use of Schedule Alerts Be smart about Schedule Sub-Status colors Put thought into duration of incident types/work Orders Customers replacing paper based system tend to opt for manual scheduling and may need more help adopting the Schedule Assistant Customers replacing existing field service solution can often make the leap to Scheduling Assistant

33 Mobility Overlap Mode Overview FieldOne mobile application is built on the Resco Mobile CRM platform which is built on MS Dynamics CRM Resco is required to use this product Resco platform is the go-to-market strategy for Microsoft Field Service for the foreseeable future

34 Unique Overlap ModeFieldOne Mobile App Features The FieldOne mobile app has many unique features the Resco mobile app does not have and must be used FieldOne mobile app has embedded logic, business rules and custom user interfaces

35 Unique Overlap ModeFieldOne Mobile App Features Combination of Work Order and Work Order Schedule forms Ability to create follow up work orders from mobile app command Mandatory synchronization of work orders created within past week

36 Unique Overlap ModeFieldOne Mobile App Features Work Order Schedule agenda and calendar view

37 Unique Overlap ModeFieldOne Mobile App Features Auto-populated fields (offline mode) Schedule statuses calculate times and creates timestamps Specifying Account on work order auto-populates fields Adding incidents to work orders auto-populates fields Adding products/services to work orders auto-populates fields and calculates totals

38 Customer Management Work Order Management Schedule and Dispatch Mobility Customer Billing Analytics and Integration CSR Dispatcher Field Agent Inventory Manager Service Manager

39 Mobile Overlap ModeQuestions How does a technician view his/her Work Orders? Does a technician need to accept a Work Order? What information/action is needed from customer once technician is on site? Can field technicians create Work Orders? Can field technicians self-schedule? How does a technician cancel a job and how is it rescheduled?

40 Best Overlap Mode Practices User Acceptance Have field technician at the table when discussing mobile Only show what is absolutely necessary Have mobile forms and tabs reflect the order field technician conducts work Use Form Rules to improve adding Work Order Products and Services and all data input Configuration Use sync filters and define smart sync triggers

41 Common Overlap Mode Configurations Make field technicians accept work orders Hide fields based on conditions Make fields mandatory Add yes/no completed toggle to Work Order Service Tasks Add Barcode scanning for field input and view lookup

42 Customer Management Work Order Management Schedule and Dispatch Mobility Customer Billing Analytics and Integration CSR Dispatcher Field Agent Inventory Manager Service Manager

43 Overview Overlap Mode Just because the field technician travelled on site and performed work does not mean the Work Order is complete Field Service has two Work Order Statuses Open Completed and Closed Posted Once a Work Order status is Closed-Posted it is deemed finished and should not be edited. The question is: Who has the authority to close a Work Order? How do they do this? What other processes does a closed Work Order trigger such as invoices and inventory adjustments?

44 Work Overlap Mode Order Completion What are the upsell, cross sell, and follow up work order processes? What are the business rules regarding the billing and invoicing of products and services? Warranty? SLA? What work order products should be auto-converted to customer assets? How are customer asset replacements handled? How will product consumption be integrated into the inventory management processes? How will product and labor costs be tracked to report on work order profitability? How will the work order invoice be integrated into the overall customer billing and accounts receivable processes?

45 Cost Overlap Mode and Revenue on a Work Order Cost (Pay Types) Dictates cost of Work Order to company Relates to Work Order Schedule Each time stamp (In traveling, in progress, on break etc) is assigned a Pay Type Revenue (Price Lists) Dictates cost of Work Order to client Relates to Work Order Services and Products Each Work Order Service is assigned a Price List Note: Pay Types are created in Field Service Administration and assigned in Field Service Settings Note: Price list that is assigned to Work Order Service is derived from Work Order

46 Dealing Overlap Mode with Follow Up Work Options: 1. Create follow up Work Order via mobile or desktop command Pro: new work order with reference to originating work order, will have its own invoice and will be segregated for reporting purposes Con: requires extra step and must go through entire work order process 2. Edit Work Order by adding sub-status and/or incidents and reschedule Pro: less steps/easier and shorter turnaround time Con: field technician may have a harder time distinguishing between previous work and follow up work, all work will appear on same invoice 3. Create new Work Order

47 How Overlap Mode to choose your first Field Service project Pros Replacing paper-based system Client has CRM experience Client s #1 problem is managing the scheduling process and Resource utilization Client shows willingness to alter current field service process Client is primarily focused on process, wants a business solution Cons Client has highly developed schedule/resource automation process in place Client is mostly interested in replicating current field service process in Field Service Client must comply with a lot of regulations and penalties Client is primarily focused on data and wants an IT solution

48 How Overlap Mode to think about Field Service entities Work Orders Resources Scheduling Review and Invoicing Mobile Configuration Level 1: Level 2: Agreements Mobile Configuration Schedule & Dispatch Preventative Maintenance Warehousing Product Inventory Purchase Orders RMA/RTV Mobile Configuration Level 4: Inventory Level 3: Asset Management Customer Assets Mobile Configuration

49 Best Overlap Mode Practices: Estimating and Scoping Perform ride-alongs with field technicians Create field service environment with sample data Perform gap analysis from work order creation to work order completion Do not underestimate mobile component of solution Be smart when choosing the first field service project Asset management can be more effort to implement than you may initially think because it can affect all of the 4 major processes

50 Best Overlap Mode Practices: Initial System Configuration Understand Resources in the system Employees Sub-contractors Company Assets/Equipment Internal Equipment/Asset Resources Use Resource Type = Account for internal equipment/assets that need to be geocoded instead of Resource Type = Company Asset

51 Microsoft Overlap Mode Field Service Roadmap What are we working on? Grow with xrm platform Tight integration with MS Project Services and Adx Portals Enhance the maps and schedule board Incorporate inventory into scheduling Self adjusting time estimates using historical data Predictive maintenance Work in concert with IoT technologies

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