Before this blog – I have provided an overview about this exam which you can see here: MB2-877 Microsoft Dynamics 365 for Field Service Exam Overview

In this blog we will be focusing on the module 1 “Set up and configure Field Service” and first  topic “Perform initial configuration steps”:

1. Identify key security roles.
   

   A user in Field Service is a member of your organization who will use a Field Service license. Security roles define which entities a user can view as well as how they can interact with those entities. Field security profiles define which fields a user can see. As an example, a user may have permission to see accounts but not to see specific fields for an account. Field Service comes with four predefined security roles and field security profiles:

   • Field Service Administrator: Generally assigned to key people within the organization who need access to the Administration tile. Global access to all Field Service entities.
   • Field Service Dispatcher: Generally people in the organization who are responsible for scheduling and need to manage resources and work orders.
   • Field Service Resource: Generally people within the organization who will access Field Service from a mobile device.
   • Field Service Inventory Purchase: Generally people within the organization who are responsible for inventory, purchase orders, RMAs, and RTVs.
   • Field Service App Access: these would be the people who really only need to have access to the Field Service mobile application.  So they don’t necessarily need the full gamut of functionality from a resource standpoint, but they do need to be able to login to the application, see what work orders have been assigned to them, and carry out some basic day-to-day functionality.

2. Identify resource scheduling options.

   Resource Scheduling is all about understanding who and what resources you have available to be able to work through these different projects or service tickets that need to be done.  So as part of the resource scheduling scenario, this gives you kind of a one-stop shop or a single point of contact to be able to go out and manage some of the different shared scheduling components in the application.

   This can be divided into 3 categories:
   

   In short to understand this, You define resources , resource roles & skills etc and then you can schedule work orders using the Schedule Board. Also you have some Settings that you can do for example setting up Orgnizational Units i,e you may have services that you provide over different countries so you can create different organizational units such as one for India, One for UK etc.

3. Identify entities that can be customized with administrative settings.

   This allows an administrator to customise entities as per business field service requirement. Below entities can be included in this process :

   • Characteristics
   • Territories
   • Priorities
   • Warehouses
   • Postal Codes
   • Products
   • Bookable Resources
   • Price Lists
   • Time Groups
   • Payment Terms
   • Incident Types
   • Tax Codes
   • Booking Statuses
   • Service Task Types
   • Booking Rules
4. Identify Product & Services Categories. Before Understand the Product Categories, lets understand what is a Product and a Service.
   • Products are anything the company sells
   • Services are products that are designated as a service the company provides
   • Can be added manually to a Work Order when created
   • Can be added automatically to a Work Order from an associated Incident Type
   • May be marked as “used” billed to a client or left as “estimated” on a Work OrderField Service related products can be defined as any of the following:
     • Inventory: Products sold and deducted from inventory
     • Non-Inventory: Products sold but not tracked in inventory
     • Services: Sold on time and materials basis & Price and costs are hourly rates

                      Duration of Service:

1. • • Manually Entered on mobile by field agent
     • Derived from elapsed time between work order schedule statuses

     
     In the next blog, we will go through the topic 2 from module 1 – Configure product and service pricing