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 docs.microsoft 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