CHAPTER 21: SCHEDULING SERVICES FOR YOUR CUSTOMERS

Transcription

1 Chapter 21: Scheduling Services For Your Customers CHAPTER 21: SCHEDULING SERVICES FOR YOUR CUSTOMERS Objectives Introduction The objectives are: Navigate and book service activities in the Service Calendar Schedule a service activity for your customers This demonstration illustrates how to create and schedule a service activity using the Service Calendar in Microsoft Dynamics CRM. Close, cancel, or reschedule a service activity This demonstration illustrates how to reschedule a service activity. View service activities and appointments Set customer preferences for a service activity This lesson discusses the scheduling process and scheduling service activities in detail since they are key entry points in the scheduling process. The lesson begins with scheduling services, and then discusses the other activities related to scheduling. 21-1

2 Applications in Microsoft Dynamics CRM 4.0 Scheduling Services The Microsoft Dynamics CRM Service Scheduling feature uses the following concepts: Selection Rules: Groups resources into sets. These sets are then used to manage the scheduling and tracking of services. Resources: Includes people (workforce), equipment, facilities, and workforce teams. Resource Groups: Groups Individual resources such that when one resource is scheduled, all other resources belonging to the member group are also scheduled. For example: Users may group a driver and a particular vehicle. Then, when the driver is scheduled for a particular job, the vehicle is also scheduled. Resources are users, facilities, or equipment that either perform the service or are required to perform a service. Individual resources have work schedules that define when they are available to work. Resource groups and teams are a pool of resources whose individuals can be scheduled in the same way. When the service is scheduled, anyone from the resource or group can be selected. Which resources are required to perform a service is defined in the service's selection rules. To schedule a service activity, users first select the service and then search for an available time. Microsoft Dynamics CRM uses the service's selection rules and the resource's work schedule to present users a list of available times. After users select the time users want, the service activity is added to the schedule. Scenario Before implementing Microsoft Dynamics CRM, Adventure Works Cycle's Service Scheduling team manually looked at a schedule to see who is available and when. With Microsoft Dynamics CRM, the Adventure Works Cycle Service Schedulers can select the Service and an approximate time; Microsoft Dynamics CRM determines which resources are available and when. A service activity is the actual appointment with the customer to complete a task. Microsoft Dynamics CRM Version 4.0 contains a scheduling engine that assists Adventure Works Cycle in scheduling service activities based on the information provided by the Service Scheduler. 21-2

3 Chapter 21: Scheduling Services For Your Customers Navigating and Booking Service Activities in the Service Calendar The Service calendar aids users by visualizing the organization's scheduling commitments and activities. The service activities calendar also provides the following: Views - Provides a number of helpful view ranges which means that the display does not change to accommodate a view nicely, it displays that amount of time. There are also other views: week and day. Ability to view, edit, and create items on the calendar. Ability to easily distinguish between various types of scheduled activities. Users can use the service calendar that is available in the Service area to schedule services and appointments for the organization. In the calendar, users can do the following tasks and activities: View the organization's daily, weekly, and monthly schedule of appointments and service activities. View work schedules and service schedules for a variety of resources. Create new appointments and schedule service activities. Change the status of an existing service activity. Search for conflicts in the schedule. NOTE: Microsoft Dynamics CRM locks the tables for the user so that unintentional overbooking is prevented. For example: More than one Microsoft Dynamics CRM user may attempt to book services at the same time, for the same resource. Viewing Appointments and Service Activities When you open the service calendar, a list of resources is displayed on the left side of the calendar in alphabetical order. If there are more than 50 resources, click the arrows to view the next page of resources. You can also use the clickable Index at the bottom of the list to jump to a specific letter in the alphabet. In the center of the page, a linear calendar displays the schedule for each resource. This display is divided into days and hours. Appointments and service activities appear in the linear calendar as labeled color blocks. Each color represents whether the time is for an appointment or a service activity, and also indicates the current status of the appointment or service activity. 21-3

4 Applications in Microsoft Dynamics CRM 4.0 NOTE: Businesses may set up additional views. Users can navigate to the Online Help topics to view a legend of color and statuses used in the service calendar. Viewing Details for Resources, Appointments, and Service Activities Users can view the resources, appointments, and service activities for anyone in their organization. In the Type list, select Resources, and then in the View list select the desired resource view. To find a specific resource, in the Look for box, enter the first few letters of a name to search for a particular resource. The linear calendar displays the resource's schedule. To view the details of any resource, appointment, or service activity, select the record in the list to the left of the calendar. Then, at the bottom of the linear calendar (under the Zoom scale), click to expand the preview pane. Users can also double-click a record to open it. Using the Calendar Pane to Change the Date Display The Calendar pane appears on the right side of the calendar. To change the date, click a date in the Calendar control. Use the arrows on either side of the month to change the month displayed. In the Calendar pane, users can change the number of days that are displayed in the linear calendar by clicking any of the following options: Today The daily schedule. Month The monthly schedule. Week The schedule for the 7-day week. Day The daily schedule for an individual, selected day. Users can use the Zoom scale to change how much of the calendar is viewable. For example, users can set the calendar to display an entire week, or a few hours. To view more of the calendar, click a tick closer to the plus end of the scale. To view less of the schedule, click a tick closer to the minus end of the scale. Users can select specific date ranges to view in the From and To lists. 21-4

5 Chapter 21: Scheduling Services For Your Customers Changing the Gantt Chart On the right side of the main pane, users can view the resource's schedule in a Gantt chart. To change the time period displayed, either use the calendar in the left pane, or the From and To drop-down lists at the top of the page. Booking Service Activities in the Service Calendar In the Service area, the Service Calendar displays all the scheduled service activities and appointments as blocks of time in a linear view of the daily, weekly, or monthly calendar. Searching for an Available Time After selecting the service users want to schedule, they can select a combination of search criteria that includes the next available time, a specific time of the day or week, or times that are available by resource and site. If the customer's preferences have been entered in their record, they are offered in the Form Assistant pane as options for selection. If users do not find a suitable time, users can change the search criteria and search again. After selecting the time the customer wants, schedule the time and save it as a service activity. The service activity appears on the Service Calendar. Users can also create a service activity without searching for an available time. Service Activity Conflicts During scheduling, an alert indicates a potential conflict. Users can choose to select another time, or book the service activity anyway. At any time, users can identify service activities or appointments with conflicts by clicking Show Conflicts on the Actions toolbar on the Service Calendar. Users can reschedule any Open or Scheduled service activity. Viewing Reports and Printing Service Information The default report for service activities is Service Activity Volume Detail. Using this report, you can track patterns in service activities volume. If the default reports do not provide the information you need, try creating an Advanced Find search, and exporting the results to Microsoft Office Excel. Like all other activities in Microsoft Dynamics CRM, resources can print their individual service activity with all relevant detail. This is especially important for outbound field technicians. The data selected to print is displayed in a Print Preview form. From the Print Preview form, the document can be sent to the printer using the print icon or the Print Preview form can be closed. 21-5

6 Applications in Microsoft Dynamics CRM 4.0 NOTE: There is no direct command to print a list of appointments. Use Advanced Find to search for a list of appointments and then print the search results. Exporting Service Information Microsoft Dynamics CRM provides integration with Microsoft Office products such as Excel. Service records can be exported to Excel, from any screen where the Excel icon is displayed. Demonstration: Create and Schedule a Service Activity Using the Service Calendar The Service Scheduler received a telephone call from the owner of A Bike Store. A Bike Store has several bicycles that require a simple tuning, and would like Ben Burton the Eastern Region Bike Service Technician to perform the tuning. A Bike Store has limited availability and would like the service scheduled in the morning, preferably at 8:00 am, so all tunings can be completed before opening for business at 9:00 am. Goal Description Schedule a service activity for A Bike Store in Microsoft Dynamics CRM using the Service Calendar. Demonstration Steps 1. Log on to the Microsoft Dynamics CRM Web Application as Roger Van Houten. User ID: Roger Password: Pa$$w0rd. 2. In the Navigation Pane, click Service, and then click Service Calendar. 3. On the Actions toolbar, click Schedule. NOTE: If you click New and then Service Activity you create a service activity without checking for available times. 4. Enter the following information into the Schedule Service Activity form: Customers: A Bike Store, Service: Simple Tuning, Resources: Ben Burton, Site: Eastern and Central Region Service Center 5. Click Find Available Times. The next available times are displayed. 6. Select 8:00 AM the next day as the Scheduled Start time for the appointment. 7. Click Schedule. 21-6

7 Chapter 21: Scheduling Services For Your Customers Scheduling Service Activities 8. Enter the following information into the Service Activity form: Subject: Bicycle Tuning for A Bike Store, Service: Simple Tuning, Resources: Ben Burton, Site: Eastern and Central Region Service Center. 9. Save and Close the service activity. 10. In the Navigation Pane click Service Calendar, and enter the following information to locate the service activity: Look for: bicycle, Type: Appointment and Service Activity, View: All Activities. 11. Click Find. 12. Open and review the service activity. A service activity is a scheduled service that requires a resource, a service, and a time in the schedule. Users can either search for an open time using search criteria, which at a minimum includes selecting a service, or they can define a more complex set of criteria. Users can also create a service activity without checking for conflicts in the scheduled service. The service activity appears as a color block on the Service Calendar, as well as on the calendar in the Workplace and Activities areas. Procedure: Schedule an Activity for the Next Available Time Use this procedure to find the next available times for a service. This is the fastest way to schedule a service activity. 1. In the Navigation Pane, click Service, and then click Service Calendar. 2. On the Actions toolbar, click Schedule. If you click New, and then Service Activity, you will create a service activity without checking for available times. 3. On the Schedule Service Activity form, enter the following information: Service Locate and select the service you want to schedule. You can select a record from a filtered list in the Form Assistant pane, or you can click Lookup to search for other records. Duration Do not clear the Use Default Duration check box and change the duration unless you want to schedule more time than the default duration of the service. 21-7

8 Applications in Microsoft Dynamics CRM Click Find Available Times. The next available times are displayed. 5. Under Available Times click on the start or end time of the time to schedule, and then click Schedule. If you click the service or resource links, the related form opens. The Schedule Service Activity form closes and Microsoft Dynamics CRM fills in the information from the selected time into the Service Activity form. 6. On the Service Activity form, enter any additional information about the service activity. 7. On the Details tab, select and locate a record in the Regarding box to link to this service activity. You can also set a Priority for the service activity, and record a Category and Sub-Category. 8. Click Save or Save and Close. The service activity appears as a color block on the Service Calendar, as well as on the calendar in the Workplace and Activities areas. Procedure: Find and Schedule a Service Activity for a Specific Time Period Use this procedure to find the next available time based on a specific date, or range of dates, within the next day, week, or month. 1. In the Navigation Pane, click Service, and then click Service Calendar. 2. On the Actions toolbar, click Schedule. If you click New, and then Service Activity, you will create a service activity without checking for available times. 3. On the Schedule Service Activity form, enter the following information: Service Locate and select the service to schedule. Select a record from a filtered list in the Form Assistant pane, or click Lookup to search for other records. 4. Select criteria for the times you want under: Duration Do not clear the Use Default Duration check box and change the duration unless you want to schedule more time than the default duration of the service. 21-8

9 Chapter 21: Scheduling Services For Your Customers 5. Click Find Available Times. The next available times are displayed. 6. Under Available Times click on the start or end time of the time to schedule, and then click Schedule. Clicking the service or resource opens the related form. The Schedule Service Activity form closes and Microsoft Dynamics CRM fills in the information from the selected time into the Service Activity form. 7. On the Service Activity form, enter additional information about the service activity. 8. On the Details tab, you can select and locate a record in the Regarding box to link to this service activity. You can also set a Priority for the service activity, and record a Category and Sub- Category. 9. Click Save or Save and Close. The service activity appears as a color block on the Service Calendar, as well as on the calendar in the Workplace and Activities areas. Procedure: Find an Available Time for a Specific Resource, Site, or Other Criteria Use this procedure to find the next available time in the schedule of a specific user, facility, or equipment. For example, if a customer wants the head mechanic to work on a bicycle, you can search the head mechanic's schedule for the next available time. 1. In the Navigation Pane, click Service, and then click Service Calendar. 2. On the Actions toolbar, click Schedule. If you click New, and then Service Activity, you will create a service activity without checking for available times. 3. On the Schedule Service Activity form, enter the following information: Service Locate and select the service to schedule. Select a record from a filtered list in the Form Assistant pane, or click Lookup to search for other records. Resources Locate and select the user, or facility and equipment to schedule. Select a record from a filtered list in the Form Assistant pane, or click Lookup to search for other records. 21-9

10 Applications in Microsoft Dynamics CRM 4.0 Duration Do not clear the Use Default Duration check box and change the duration unless you want to schedule more time than the default duration. 4. Click Find Available Times. The next available times in the selected resource's schedule are displayed. 5. Under Available Times click on the start or end time of the time to schedule, and then click Schedule. Click the service or resource links to open the related form. The Schedule Service Activity form closes and Microsoft Dynamics CRM fills in the information from the selected time into the Service Activity form. 6. On the Service Activity form, enter additional information about the service activity. Subject You must enter a subject. The first 12 characters appear on the Service Calendar and the calendar in your Workplace. You can save the service activity now, or continue to add information. Customers If the service activity is for a customer, you can locate and select the account or contact by selecting a record from a filtered list in the Form Assistant pane, or by clicking Lookup to search for other records. Location Enter an address or room number where the service activity will occur. Show Time As To change the initial status of the service activity, select a status from the list. If you select any of the statuses under Scheduled, that block of time on the schedule is set so that another service activity or appointment cannot conflict with it during automatic scheduling. Potentially, forced service activities and appointments may conflict. Site Changing the Site after selecting a time for the service activity is not recommended. Resources are assigned to sites. If the selected resources are not available at the selected site, conflicts may occur. To record the specific room or address of the service activity, enter that information in the Location box on the Service Activity form. Notes Add additional (optional) information about the customer and service activity in this area. For example, enter the symptoms of a problem, special requests by the customer, or any messages to pass on to the resources providing the service. 7. On the Details tab, you can select and locate a record in the Regarding box to link to this service activity. You can also set a Priority for the service activity and record a Category and Sub- Category. 8. Click Save or Save and Close

11 Chapter 21: Scheduling Services For Your Customers The service activity appears as a color block on the Service Calendar, as well as on the calendar in the Workplace and Activities areas. Procedure: Create a Service Activity Without Checking for Conflicts Use this procedure to create a service activity. If you save this service activity without finding available times in the schedule, then the service activity appears on the schedule without checking for conflicts. One reason to force a service activity into a time slot is to squeeze another service activity into the left-over time from a previous service activity. 1. In the Navigation Pane, click Service, and then click Service Calendar. 2. On the Actions toolbar, click New, and then click Service Activity. 3. On the Service Activity form, enter the following information: Subject Type a subject. The first 12 characters appear on the Service Calendar and the calendar in your Workplace. Service Locate and select the service you want to schedule by selecting a record from a filtered list in the Form Assistant pane, or by clicking Lookup to search for other records. 4. You can enter additional information about the service activity in the following fields. Customers If this service activity is for a customer, locate and select the account or contact by selecting a record from a filtered list in the Form Assistant pane, or by clicking Lookup to search for other records. Resources Locate and select the user, or facility and equipment to schedule by selecting a record from a filtered list in the Form Assistant pane, or by clicking Lookup to search for other records. Location Enter an address or room number where the service activity will occur. Show Time As To change the initial status of the service activity, select a status from the list. If you select any of the statuses under Scheduled, that block of time on the schedule is set so that another service activity or appointment cannot conflict with it during automatic scheduling. Forced service activities and appointments might conflict

12 Applications in Microsoft Dynamics CRM 4.0 Site Locate and select the site for the service activity. Sites are defined in Microsoft Dynamics CRM and assigned to resources. Only resources from the same site can be selected. To record a specific room or address of the service activity, enter information in the Location box. You can select a record from a filtered list in the Form Assistant pane, or you can click Lookup to search for other records. 5. Under Scheduling Information, you must enter the Start Time and End Time, but the other information is optional. Start Time and End Time Select the date and times when the service activity starts and ends. The Duration box is updated to the length of the service activity. If you select a different duration, the End Time is adjusted. If this is an all-day event, click All Day Event. An all-day event is the entire working day of the selected resource. If the resource works 8 a.m. to noon, then an all-day event is four hours. Duration You can add additional time to the end of a time slot by changing the duration. The default duration is determined by the selected service. Notes You can add additional information about the customer and service activity in this area. For example, you could enter the symptoms of a problem, special requests by the customer, or any messages to pass on to the resources providing the service. 6. On the Details tab, select and locate a record in the Regarding box to link to this service activity. You can also set a Priority for the service activity, and record a Category and Sub-Category. 7. Click Save or Save and Close. The service activity appears as a color block on the Service Calendar and on the calendar in the Workplace and Activities areas. Close, Cancel, or Reschedule a Service Activity If a service activity is completed, it can be closed and marked for billing. If the service activity is not completed, it can be cancelled. If the customer wants to reschedule the activity, users can search for a new timeslot. NOTE: The service activity appears in the Service Calendar color-coded with its current status and the subject of the service activity. Procedure: Close or Cancel a Service Activity 1. In the Navigation Pane, click Service, and then click Service Calendar. 2. Locate and open the service activity to close. 3. On the Actions menu, click Close Service Activity

13 Chapter 21: Scheduling Services For Your Customers 4. In the Service Activity Close Confirmation dialog box, in the Status list, do one of the following: If the service activity is completed and can be billed, select Completed. If the service activity will not be completed and cannot be billed, click Canceled. If the customer never arrived and the service activity cannot be billed, select No Show. 5. Click OK. 6. On the Standard toolbar, click Close. Rescheduling a Service Activity When rescheduling a service activity, the flow is similar to scheduling. The user can make adjustments to a service that has been booked and the system ignores this booking when calculating availability. Procedure: Rescheduling a Service Activity 1. In the Navigation Pane, click Service, and then click Service Calendar. 2. Locate and select the service activity to reschedule. 3. On the Actions toolbar, click Reschedule. 4. On the Schedule Service Activity form, change information as needed. 5. Click Find Available Times. Microsoft Dynamics CRM returns a list of all the available time slots that meet the criteria on the form. If you do not find a suitable time slot, change the criteria and try again. 6. In the Available Times list, select a time slot. 7. Click Schedule. 8. Click Save or Save and Close. Demonstration: Reschedule a Service Activity NOTE: This demonstration is a continuation of the Demonstration: Create and Schedule a Service Activity Using the Service Calendar 21-13

14 Applications in Microsoft Dynamics CRM 4.0 Scenario The Service Scheduler received a telephone call from the owner of A Bike Store. A Bike Store has just spoken to another Service Scheduler at Adventure Works Cycle and needs to reschedule the simple tuning. A Bike Store still wants Ben Burton, the Eastern Region Bike Service Technician, to perform the tuning. However, they want to reschedule for any time after 2:00 pm the day after the original service activity was scheduled to occur. Goal Description Reschedule the Bicycle Tuning service activity for A Bike Store in Microsoft Dynamics CRM using the Service Calendar. Demonstration Steps 1. Log on to the Microsoft Dynamics CRM Web Application as Roger Van Houten. User ID: Roger Password: Pa$$w0rd. 2. In the Navigation Pane, click Service, and then click Service Calendar. 3. Enter the following information to locate the service activity for A Bike Store: Look for: bicycle, Type: Appointment and Service Activity, View: My Activity. 4. Click Find. 5. Open and review the service activity. 6. On the Actions toolbar, click Reschedule. 7. On the Schedule Service Activity form, change the Scheduled Start time to 2:00 pm on the following day. 8. Click Schedule. 9. Click Save or Save and Close. 10. Navigate to the Service Calendar and enter the following information to locate the service activity: Look for: bicycle, Type: Appointment and Service Activity, View: Search results. 11. Click Find. 12. Open and review the service activity to confirm the service for A Bike Store. View Service Activities and Appointments Users can view service activities and appointments in both the calendar in the Workplace area or in the Service Calendar in the Service area. In the calendar in the Workplace area, users can only view, create, or edit new service activities and appointments. In the Service Calendar in the Service area, users can manage resources, search for conflicts, and change the status of service activities

15 Chapter 21: Scheduling Services For Your Customers Procedure: View Service Activities and Appointments The workplace calendar displays the appointments and service activities to which the user is the participant. 1. View the Calendar in the Workplace. The workplace calendar displays the appointments and service activities to which you are a participant. 2. In the Navigation Pane, click Workplace, and then under My Work click Calendar. 3. On the calendar, you can change the view by doing any of the following: Change the calendar view. Under Calendar Views, click one of the views: Month The calendar displays a monthly calendar. Week The calendar displays a 7-day week. Day The calendar displays the hours for a single day. 4. View a summary of an appointment. On the calendar, place the cursor over the appointment. 5. View or edit the details of an appointment. On the calendar, click the appointment link. The Appointment form opens. 6. Change the dates displayed on the calendar. On the calendar control, click the arrows or a specific date. 7. View today's appointments and service activities. On the calendar control, click Today. The calendar displays the hourly list for today. 8. Refresh the calendar. In the top right corner of the calendar, click Refresh. Procedure: View the Service Calendar The Service Calendar displays the appointments and service activities for the organization. 1. In the Navigation Pane, click Service, and then click Service Calendar. 2. On the calendar, you can change the view by doing any of the following: 21-15

16 Applications in Microsoft Dynamics CRM 4.0 Change the calendar view. Under Calendar Views, click one of the views: Today The daily schedule. Month The monthly schedule. Week The schedule for the 7-day week. Day The daily schedule for an individual, selected day. View a summary of an appointment or service activity. On the calendar, place the cursor over the appointment or service activity. 3. View or edit the details of an appointment or service activity. On the calendar, double-click the appointment. The Appointment form opens. 4. Change the dates displayed on the service calendar. On the Calendar control, click the arrows or a specific date. 5. View today's appointments and service activities. On the calendar control, click Today. The calendar displays the hourly list for today. 6. Refresh the calendar. In the top-right corner of the calendar, click Refresh. Procedure: Change the Status of a Service Activity After a service activity is created, you can change the service activity. The status of a service activity is displayed in the Service Calendar and the Workplace calendar. 1. In the Navigation Pane, click Service, and then click Service Calendar. 2. On the Service Calendar select the service activity you want to change. 3. On the Actions toolbar, click Change Status. 4. In the Change Status dialog box, in the Show Time As list, select the new status, and then click OK. The status of the service activity is updated and the color of the service activity time slot changes

17 Chapter 21: Scheduling Services For Your Customers NOTE: Closing a service activity causes the activity to become read-only and cannot be edited. Procedure: Check the Schedule for Schedule Conflicts Microsoft Dynamics CRM indicates service activities with conflicts on the Service Calendar by outlining them in red. 1. In the Navigation Pane, click Service, and then click Service Calendar. 2. On the Actions toolbar, click Show Conflicts. The button label changes to Hide Conflicts and any service activities, appointments, or resources that have scheduling conflicts are outlined in red. Setting Service Activity Preferences for Customers Summary Users can provide personalized customer service for customers by recording their preferences regarding services and service times. These preferences become the default criteria the next time that a service activity is scheduled for the customer and they are offered in the Form Assistant pane. Procedure: Setting Customer Preferences for a Service Activity 1. In the Navigation Pane, click Settings, and then under Customers, click either Accounts or Contacts. 2. In the list, open the desired record. 3. Under Details, click Information. 4. On the Administration tab, under Service Preferences, select the customer's preferred time and day for appointments. 5. Click the Preferred Service, Preferred Facility/Equipment, or Preferred User box to search for the appropriate record by selecting a record from a filtered list in the Form Assistant pane, or by clicking Lookup to search for other records. 6. Click Save or Save and Close. Service Scheduling allows for schedulers to be kept up-to-date and informed with calendars views that enable the scheduler to clearly see: Weekly scheduled service activities Monthly scheduled service activities Daily scheduled service activities 21-17

18 Applications in Microsoft Dynamics CRM 4.0 The service calendar also enables schedulers to save time by providing up-to-date information about schedulers unavailable days and times. Scheduling services in Microsoft Dynamics CRM provides the tools that let users organize and keep track of resources, resource schedules, time off and company closures

19 Test Your Knowledge Chapter 21: Scheduling Services For Your Customers Service Activity Calendar 1. What does the service activity calendar supply? (Select all that apply.) ( ) a. Ability to view, edit, create, and delete items on the calendar. ( ) b. Ability to see the resource's Outlook Calendar. ( ) c. Ability to see monthly view a primary view for Work Calendars for an individual resource. ( ) d. Ability to easily distinguish between various types of calendar tasks. Viewing the Service Calendar 2. What are the visual aids the service calendar provides? (Select all that apply.) ( ) a. The Appointment book has different colors/shading to indicate status. ( ) b. The From and To boxes can be used to change the date range. ( ) c. The Hold Resource button can be used to reserve resource. ( ) d. The Thumbnail view lets users see items multiple. Information Search 3. What is the minimum amount of information users need to search for an open? ( ) a. Customer name ( ) b. Resource name ( ) c. Service to be provided ( ) d. Date of service Service Calendar Menu 4. What menu option do users use to book service activities in the Service Calendar? ( ) a. Action menu Schedule ( ) b. Action menu Add Related ( ) c. Action Menu Find ( ) d. Action menu Book 21-19

20 Applications in Microsoft Dynamics CRM 4.0 Service Activity 5. What must users indicate to schedule a service activity for a requested time? (Select all that apply.) ( ) a. Customer ( ) b. Resource ( ) c. Requested time ( ) d. Description of the service activity Data Entry 6. What is the result of entering more information about the service activity? ( ) a. The more information, the greater the customer satisfaction ( ) b. The more information, the better the resource ( ) c. The more information, the fewer available timeslots ( ) d. The more information, the more available timeslots Resoving Service Activity What resolution actions can be taken on a service activity? (Select all that apply.) ( ) a. It can be closed ( ) b. It can be marked for billing ( ) c. It can be marked On Hold ( ) d. It can be marked Expired Rescheduling 8. What kind of flow does rescheduling a service activity mimic? ( ) a. Canceling a service activity ( ) b. Closing a service activity ( ) c. Scheduling a service activity ( ) d. Putting a service activity On Hold Activity Changes 9. What can users change about service activities? (Select all that apply.) ( ) a. Resource ( ) b. Time and date ( ) c. Status ( ) d. Priority 21-20

21 Chapter 21: Scheduling Services For Your Customers Service Activite Views 10. What are some views that are available for Service Activities? (Select all that apply.) ( ) a. My Service Activities ( ) b. My Rescheduled Activities ( ) c. Closed Service Activities ( ) d. Canceled Service Activities Customer Preferences 11. How are customer preferences considered when a new service activity is scheduled? ( ) a. They need to be updated ( ) b. They need to be selected ( ) c. They are defaulted ( ) d. They are left blank Customer Preferences 12. What can customer preferences include? (Select all that apply.) ( ) a. Preferred Service ( ) b. Preferred Facility/Equipment ( ) c. Preferred Payment terms ( ) d. Preferred User Advanced Find 13. What are some of the features of Advanced Find? (Select all that apply.) ( ) a. Users can choose Criteria ( ) b. Users can specify Properties ( ) c. All records become the basis of the Advanced Find ( ) d. Users can sort the resultant records 21-21

22 Applications in Microsoft Dynamics CRM 4.0 Lab Scheduling a Service Activity for a Case In this Lab users create new services in Microsoft Dynamics CRM. Scenario The East Region Service Scheduler at Adventure Works Cycle handles all customer service requirements for the eastern region. To manage the services business, the Service Scheduler schedules service appointments effectively based on resources available and the priority of the request. The Service Scheduler functions in a dispatcher role, controlling the field technicians so that maximum service efficiency is achieved with minimum cost. Goal Description The Service Scheduler must create a Total Overhaul service activity for Eleventh Bike Store based on the Wheel Alignment Problem case. The service activity is regarding the Overhaul Activity for Eleventh Bike Store, and it must be created as soon as possible. The Site location for this service is the Eastern and Central Region Service Center, and the Resource is Chris Perry. Challenge Yourself! Using the information above, create the service activity from the case. Log on to the Microsoft Dynamics CRM Web Application as Roger Van Houten. Login Username Password Roger Pa$$w0rd Notes: The labs in this chapter depend on a user Roger who has scheduling privileges based on his role. This user may or may not have these privileges and depends on the Microsoft Dynamics CRM implementation or VPC you are working on. See your instructor for specific instructions. Depending on the Microsoft Dynamics CRM implementation or VPC you are working on, you may or may not have any services listed in the test data set. You may have to add a couple of services to you system to complete the lab exercises. See you instructor for specific instructions

23 Chapter 21: Scheduling Services For Your Customers Need a Little Help? Instructions Log on to the Microsoft Dynamics CRM Web Application as Roger Van Houten. 1. Navigate to Service, and select the Case titled Wheel Alignment Problem. Case Number: CAS GWF0S8. 2. Open the Case. 3. On the Actions bar, click Add Activity, and then select Service Activity. 4. Complete the Service Activity form, and schedule the activity. Step by Step 1. Log on to the Microsoft Dynamics CRM Web Application as Roger Van Houten. User ID: Roger, Password: Pa$$w0rd. 2. In the Navigation Pane, click Service. 3. Click Cases. Change filter to Active Cases. 4. Open the case titled Wheel Alignment Problem the case number is: CAS GWF0S8, for the customer Eleventh Bike Store. 5. To schedule a service activity for this case, click Activities on the left side of the case window. 6. Click New Activity. From the options available in the dialog box that displays, select Service Activity. 7. Fill in the subject as Overhaul activity for Eleventh Bike Store for the service activity. Select Total Overhaul as the service. 8. Click Schedule on the top menu bar. 9. Set the start date as As soon as possible and the start time as Any time. Click Find Available Times. 10. The search results show a list of possible service scheduling options. Select the topmost slot and click Schedule. 11. Save and close the activity window. The activity has been scheduled for this case and assigned to Chris Perry, the Bike service technician

24 Applications in Microsoft Dynamics CRM 4.0 Lab Create and Schedule a Service Activity In this Lab users create a new service and add resource, site, and time information Microsoft Dynamics CRM. Scenario Cycles and Scooters has just contacted Adventure Works Cycle; they are having a conference for Bike Technicians. They want to schedule a four-hour training session to take place in the afternoon during the conference. The conference is happening during the next week. Goal Description Create a service activity for a Bike Training service for Cycles and Scooters. Judith Walker, the Western region Bike service manager, is the best available resource for this service. Challenge Yourself! Using the information above, create a new service and add resource, site, and time information. Log on to the Microsoft Dynamics CRM Web Application as Roger Van Houten. Login Username Password Roger Pa$$w0rd Notes: The labs in this chapter depend on a user Roger who has scheduling privileges based on his role. This user may or may not have these privileges and depends on the Microsoft Dynamics CRM implementation or VPC you are working on. See your instructor for specific instructions. Depending on the Microsoft Dynamics CRM implementation or VPC you are working on, you may or may not have any services listed in the test data set. You may have to add a couple of services to you system to complete the lab exercises. See you instructor for specific instructions

25 Chapter 21: Scheduling Services For Your Customers Need a Little Help? 1. Log on to the Microsoft Dynamics CRM Web Application as Roger Van Houten. 2. Navigate to the Calendar area and create a new Service Activity named Bike Training Service for Cycles and Scooters. Use the information in the following table to complete the form. Save and close the Service Activity form when finished. <a name=ole_link2>service Site Customer Resources Bike Training Service Western Region Service Center Cycles and Scooters Judith Walker 3. Click Schedule. 4. Use the following table to complete the form. Duration Start Date Start Time Customer Use Default Duration As Soon as Possible Range of Times Judith Walker 5. Save and close the Service Activity form when finished. Step by Step 1. Log on to the Microsoft Dynamics CRM Web Application as Roger Van Houten. User ID: Roger. Password: Pa$$w0rd. 2. Navigate to the Calendar area. Use this page to view or create appointments by the day, week, or month. 3. Select Create a New: Service Activity. The Service Activity form opens

26 Applications in Microsoft Dynamics CRM Use the information in the following table to complete the Service Activity form. You can type the information you are looking for in the Look For box, and then click Find. Then, select the records you want from the Available records list, and move them to the Selected records list. Subject Service Site Customer Resources Bike Training Service for Cycles and Scooters Bike Training Service Western Region Service Center Cycles and Scooters Judith Walker 5. Click Schedule. 6. Use the following table to complete the form and then click Find Available Times. Duration Start Date Start Time Resources Use Default Duration As Soon as Possible Range of Times Judith Walker 7. Schedule the Service to start at 1:00 PM one week from today's date, and the schedule ends at 4:00 pm. To find an available time select the arrow to move to the records displayed on Page Save and close the Service Activity form when finished

27 Chapter 21: Scheduling Services For Your Customers Lab Following Up on Appointments, Adding Notes, and Changing Service Statuses In this Lab users add notes and change the status of a service activity. Scenario Chris Perry is a bike service technician in the field. He has a schedule of service appointments prepared by the service manager. He executes service appointments and updates the status. When the calendar loads, Chris will see all his scheduled (but not yet completed) appointments. Goal Description Chris has completed a service appointment Removing and Replacing the Cogs for the customer More Bikes! And he wants to change the status and add his notes to this appointment. Steps Challenge Yourself! Using the information above, add notes and change the status of the service activity. Log on to the Microsoft Dynamics CRM Web Application as Chris Perry. Login Username Password Chris Pa$$w0rd Notes: The labs in this chapter depend on a user Roger who has scheduling privileges based on his role. This user may or may not have these privileges and depends on the Microsoft Dynamics CRM implementation or VPC you are working on. See your instructor for specific instructions. Depending on the Microsoft Dynamics CRM implementation or VPC you are working on, you may or may not have any services listed in the test data set. You may have to add a couple of services to you system to complete the lab exercises. See you instructor for specific instructions. Need a Little Help? 1. Log on to the Microsoft Dynamics CRM Web Application as Chris Perry. 2. Navigate to the appointment Removing and Replacing Cogs. 3. Open the service appointment and add a notes explaining that the service has been successfully completed

28 Applications in Microsoft Dynamics CRM Change the status of the service activity to completed. 5. Close the record. Step by Step 1. Log on to Microsoft Dynamics CRM Web Application as Chris Perry. User ID: Chris, Password: Pa$$w0rd. 2. Chris has completed the service appointment Removing and Replacing the Cogs for the customer More Bikes! And, he wants to change the status and add his notes to this appointment. 3. In the Activities view, you will find the activity Removing and replacing the cogs. 4. Open the service activity. Add the note Successfully replaced cogs in the Notes section. 5. Click Actions on the top menu, and click Close Service Activity. Select Completed from the Status drop-down list and click OK to save the changes. 6. Close the window

29 Chapter 21: Scheduling Services For Your Customers Quick Interaction: Lessons Learned Take a moment and write down three key points you have learned from this chapter:

30 Applications in Microsoft Dynamics CRM 4.0 Solutions Test Your Knowledge Service Activity Calendar 1. What does the service activity calendar supply? (Select all that apply.) ( ) a. Ability to view, edit, create, and delete items on the calendar. ( ) b. Ability to see the resource's Outlook Calendar. ( ) c. Ability to see monthly view a primary view for Work Calendars for an individual resource. ( ) d. Ability to easily distinguish between various types of calendar tasks. Viewing the Service Calendar 2. What are the visual aids the service calendar provides? (Select all that apply.) ( ) a. The Appointment book has different colors/shading to indicate status. ( ) b. The From and To boxes can be used to change the date range. ( ) c. The Hold Resource button can be used to reserve resource. ( ) d. The Thumbnail view lets users see items multiple. Information Search 3. What is the minimum amount of information users need to search for an open? ( ) a. Customer name ( ) b. Resource name ( ) c. Service to be provided ( ) d. Date of service Service Calendar Menu 4. What menu option do users use to book service activities in the Service Calendar? ( ) a. Action menu Schedule ( ) b. Action menu Add Related ( ) c. Action Menu Find ( ) d. Action menu Book 21-30

31 Chapter 21: Scheduling Services For Your Customers Service Activity 5. What must users indicate to schedule a service activity for a requested time? (Select all that apply.) ( ) a. Customer ( ) b. Resource ( ) c. Requested time ( ) d. Description of the service activity Data Entry 6. What is the result of entering more information about the service activity? ( ) a. The more information, the greater the customer satisfaction ( ) b. The more information, the better the resource ( ) c. The more information, the fewer available timeslots ( ) d. The more information, the more available timeslots Resoving Service Activity What resolution actions can be taken on a service activity? (Select all that apply.) ( ) a. It can be closed ( ) b. It can be marked for billing ( ) c. It can be marked On Hold ( ) d. It can be marked Expired Rescheduling 8. What kind of flow does rescheduling a service activity mimic? ( ) a. Canceling a service activity ( ) b. Closing a service activity ( ) c. Scheduling a service activity ( ) d. Putting a service activity On Hold Activity Changes 9. What can users change about service activities? (Select all that apply.) ( ) a. Resource ( ) b. Time and date ( ) c. Status ( ) d. Priority 21-31

32 Applications in Microsoft Dynamics CRM 4.0 Service Activite Views 10. What are some views that are available for Service Activities? (Select all that apply.) ( ) a. My Service Activities ( ) b. My Rescheduled Activities ( ) c. Closed Service Activities ( ) d. Canceled Service Activities Customer Preferences 11. How are customer preferences considered when a new service activity is scheduled? ( ) a. They need to be updated ( ) b. They need to be selected ( ) c. They are defaulted ( ) d. They are left blank Customer Preferences 12. What can customer preferences include? (Select all that apply.) ( ) a. Preferred Service ( ) b. Preferred Facility/Equipment ( ) c. Preferred Payment terms ( ) d. Preferred User Advanced Find 13. What are some of the features of Advanced Find? (Select all that apply.) ( ) a. Users can choose Criteria ( ) b. Users can specify Properties ( ) c. All records become the basis of the Advanced Find ( ) d. Users can sort the resultant records 21-32