This is the 3rd blog of this series, before this I have created a blog on the first topic “Perform initial configuration steps” from Module 1 which you can check here : MB2-877 Microsoft Dynamics 365 for Field Service Module 1 Topic – Perform initial configuration steps
In this blog we will cover up the second Topic from the module 1 “Configure product and service pricing“
NOTE : Before we start the module I would strongly suggest you to understand product catalogue in dynamics crm as we will be using price lists, products, unit groups etc alot : https://docs.microsoft.com/en-us/dynamics365/customer-engagement/sales-enterprise/set-up-product-catalog-walkthrough and if you have the knowledge already lets begin:
- Configure product and service pricing features including minimum charge amount, minimum charge duration, and the flat fee option
You can add default “Standard” Price List to your Product in field service, however when you think about “Service” you might want to handle its price list slightly different. In Field service to accomplish this “Field Service Price List” has been added to dynamics CRM:
Once you have configured a price list , you then navigate to “Related” option and click on “Field Service Price List Items”.
( Note that My field service is in Unified Interface so don’t get confused, I am intentionally using field service application – Once you have created a dynamics CRM trial for yourself which should include field service module too, you will see the field service app which you can access :
So, Once your default price list – navigate to the related Field service price list and click on “Add new field service price list”
If you see above I have set Flat Fee, Min Charge Amount & Minimum Charge Duration. Let’s understand what these options are:
Flat Fee – If enabled then the pricing of this item will be not be multiplied by the quantity and also Let’s you decide if a fixed fee for this service applies.
Minimum Charge Duration– If this field has a value , The Min charge will first apply to the minimum duration and beyond the min duration the standard charges will apply in short it will make some amount of time service free.
Minimum Charge Amount – As name suggest these are minimum charges for this service which correlates to the min charge duration.
lets do some math, assume my training per hour charge is 20,000 INR.
now if I apply above field service price list. The requirement is for 5 hours of training. then the math goes like this:
Minimum Charge Duration defined by me is 1 hour. The requirement is 5 hour which means the bill will be for 4 hour which is 4*20,000= 80,000 INR then on this my minimum charge amount will be added which is 10,000 INR. So the final bill will be 90,000 INR.
- Add Products & Services to Incidents
To this, simply navigate to Field service > Incident Type and add incident type. Once you do that; Now When you creating a work order and select incident there – it creates an incident for you which will have the product or service associated. so on a work order you can add product or services via incident.
- Determine when a Product has default Price List and a work order price list.
Here are some quick points to cover up this topic. As we know Price List can be associated to following entities:
- Work Order
- product or service
There there can be a clash in which price list to be used when they combine such as what if work order has a price list & also associated product has a price list too, in that scenario we’ll consider below:
a. The Work Order Price List is used if a product has a different default price list than the Work Order
b. The price of the product will come from the list price on the product if an Item is not on the Work Order Price List
- Associate Products & Services to Price Lists.
Its Quiet easy and straight forward to associated a product or service to a price list. To do this go from Field service navigation > Field service navigation then click on an existing price list or create new as needed.
Open an existing price list or create new one and click on “Price List Items” & click on “+Add New Price List Item”:
Add the Product to it in my case I have added as “Exam preparation” and its Unit in “Hour” which is all defined on the product level and click on Save and Close.
- Define tax code.
You can define tax code within your dynamics CRM field service. Remember you can have different scenarios/requirement to have different – different tax codes.
To define a tax code, click on the dynamics 365 navigation from within field service app and click on field service setting and then on “Tax Codes“:
Click on “Add new tax code”:
Few important points on Tax Codes:
a. Used to define how tax on Work Order charged
b. Tax options for products,
agreements, and services
c. Can be individually defined
for each taxable item
d. A tax code can contain
multiple child tax codes and hence the total tax is defined by the sum of all the children.
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”:
- 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.
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.
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 :
- Postal Codes
- Bookable Resources
- Price Lists
- Time Groups
- Payment Terms
- Incident Types
- Tax Codes
- Booking Statuses
- Service Task Types
- Booking Rules
- 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:
I have been planning for this certification since quiet a while now. I am very much attracted towards the field service addition to dynamics CRM hence I decided to finally schedule the exam.
So will be preparing for this exam for next couple of weeks & as I go, I will be creating blogs on my study for this exam. I will try to put as much as details and explanation to understand the concepts.
The blog series will be fully aligned with the exam pattern given on the Microsoft learning page:
Visit this page here : https://www.microsoft.com/en-us/learning/exam-mb2-877.aspx & familiarize yourself with this exam.
What will you get out of this exam?
Well, I should have wrote this question in the beginning of this blog but it is not too late to talk about this now!
If you have a client which very much customer oriented and does a lot field work such as proving services as at home such as Instillation, uninstallation, fix/repair/service of the products that company offers, The field service module of dynamics CRM is perfect for them. Hence you have to have knowledge on this module of dynamics CRM.
I am very much excited to start the series and hope so are you.
In the next and very first blog, We will go through the the first main topic “Perform Initial Configuration Steps” from Set up and Configure Field service module.
So, I will see you in the next blog shortly! Make sure you subscribe to my blogs to get notified on next blogs!