Month: December 2018

MB2-877 MICROSOFT DYNAMICS 365 FOR FIELD SERVICE MODULE 2 TOPIC – Create and manage work orders

This is the 8th blog of this series, before this I have created last blog from module 2 on the topic “Describe the work order lifecycle”  which you can check here :MB2-877 MICROSOFT DYNAMICS 365 FOR FIELD SERVICE MODULE 2 TOPIC – DESCRIBE THE WORK ORDER LIFECYCLE

In this blog we are going to cover the second topic  “Create and manage work orders” from module 2:

  1. Create work order from an incident

    We have already learned that a work order can be added from a case or an opportunity. To add a work order from case, go from Field Service > Field Service > Case:

    select an existing case or create a new one and click on tab “Related” > Work order :

    Then click on “Add new work order” . A side screen will open, fill out the details and click on save & close:


  2. Add status and substatus information to a work order

    There are system predefined statuses are available that you can associate with a work which are as below:

    now these system statuses can have sub-statuses associated with them.
    for i.e under open – scheduled you can have ” waiting for the manager approval” or ” resource not available at the moment” etc.

    Now when you add a sub status and save a work order – it is clearly visible in the footer out of the box:


  3. Configure work order type and priority

         A. Work Order Type

    Work Order Type is an option of categorization of work orders such as “Maintenance” , “Repair”, “Training” etc.

    To define a work order go from field service > field service settings > work order types and click on new :

    Add required field such as incident required , associate a price list :
    The main point here is when you add this work order type to a work order , the price list you add here , that gets added by default on the work order:

    Then you can associate this with a work order and notice when you do that the price list associated on work order type gets added to the work and becomes a default price list , however you have option to overwrite it.

        B. Priorities

    Priority records let you prioritize your work orders. You can also assign each priority value a custom color, which will display in the outline of the resource booking time slot on the schedule board. This allows dispatchers to visually distinguish a job’s priority while managing the schedule.

    To create priorities for your field service work orders , go from field service >  Resource Scheduling and click on Priorities :

    click on  add new priority and give it a name and select level of important select 1 for the top priority and 2,3,4… for the lower ones subsequently :

    Late this can be assigned to work order on the work order setting tab:

    this can be seen on the scheduled board with colour representing the priority, in below the green colour represents the priority of the work order :

  4. Organize work orders and resource by geography

    A Service territory  helps Organize Work Orders and resources by geographical area. 
    In this blog here : Configure Additional Options ,  I have followed an approach to create a territory and assigned that to a resource , you can also associate this territory to a work order’s Settings tab :

    Which then can easily be located on the map view by adding the territory filter:


  5. Describe the process for closing work orders & Close a work order

    When you moved through business process of a work order – when work order is completed, the status is set to Open – Completed however that doesn’t mean that a work order is literally completed in crm. There may be some approvals/information required etc before accomplishing the definition of done.
    Finally when everything is done – the status should be changed to “Closed -Posted” which signifies that a work is completed.

    There may be additional Settings that you can do around these settings under field service administration such as what should be the default status when a work order is completed or when an invoice should be created etc.

    That’s it for this blog – i will see in you the last blog “Manage incidents” of module 2 “Manage Work Orders”.

MB2-877 MICROSOFT DYNAMICS 365 FOR FIELD SERVICE MODULE 2 TOPIC – Describe the work order lifecycle

This is the 7th blog of this series, before this I have created last blog from module 1 on the topic “Integrate other tools with Field Service”  which you can check here :MB2-877 MICROSOFT DYNAMICS 365 FOR FIELD SERVICE MODULE 1 TOPIC – INTEGRATE OTHER TOOLS WITH FIELD SERVICE

In this blog we are staring with the module 2  “Manage Work Orders” which is 15-20% content of the exam. The first topic is “Describe the work order lifecycle” :


  1. Describe work order fields

    A work order in Dynamics 365 for Field Service has information on what work needs to be done. It is used to coordinate and schedule resources and activities. It can be used for different types of work, such as installations, repairs, or preventive maintenance.

    A work order is usually created from a case or opportunity. It is then scheduled either manually or using the schedule assistant and then dispatched. Once the work is complete, it is reviewed and approved by a manager.

    When you are creating a work order you will have to capture main important below information :
         A. Description of the issue/ work order to be performed
         B. Customer/Account
         C. Location
         D. Products/Services that are required
         E. Tasks or steps to follow
         F. Priority & Estimated time to complete
         G. Skills/Characteristics needed

    this is how a typical work order looks like in Dynamics CRM 365 UI :

  2. Describe work order life cycle stages &  3.Identify booking status and work order status values for work order stages

    A work order in Dynamics 365 for Field Service more or less goes through upto 5 stages. They may vary based on the type of service the company provides:

    What happens in each of these stages is very nicely mentioned on here : Work Order LifeCycle  with categories as below:

        A. What happens in each stage
        B. Who performs the task in each stage
        C. Work order status in each stage
        D. Work order schedule status in each stage

  3. Describe uses and capabilities for billing accounts, service accounts and sub-accounts

    A service account in Dynamics 365 for Field Service is an account for which a work order is created or requires the service. 

    On the other hand a billing account is the account which will pay for the services.

    let’s have a look on a work order:

    Point to note is : if there is no billing account is associated with the order ; by default service account becomes the payer.

    if you navigate to field service >  Accounts > open an account and open the field service tab you will see below:

    You have option define some field service related information on this account. we will focus on the field “Billing Account”.
      A. if these is not filled , the service account will be the billing account on the work order by deafult.
     B. you can define here who needs to pay the bill such as other organization or account.
     C. All future billing for the current account will be billed to the associated account here.  

    So that’s it for this blog and i will see in the next blog with the MODULE 2 TOPIC – Create and manage work orders