Learn how to effectively configure a Dynamics 365 for Field Service implementation to
maximize the tools and features available to efficiently manage a mobile work force.
Course dates and course fee may be subjected to changes.
Course Outline
Lesson 1: Configure Microsoft Dynamics 365 Field Service
- Key Field Service configuration considerations
- Define Field Service products and services
- Work with work order types, territories, and status settings
- Resolutions
- Define incident and service task types
- Define account preferences
- Exercise – Configure Field Service settings
Lesson 2: Configure bookable resources in Dynamics 365 Field Service
- Overview of bookable resources
- Setup and configuration
- Define bookable resources
- Work with crews, facilities, and pools
- Configure entities for URS
- Exercise – Set up and configure bookable resources
Lesson 3: Schedule crews, facilities, and resource pooling in Dynamics 365 Field Service
- Schedule multiple resources and facilities
- Define resources
- Work with fulfilment preferences
- Work with requirement groups
- Crew facility resources pool scheduling
- Exercise – Schedule multiple resources
Lesson 4: Work order management, agreements, inventory, and purchasing in Dynamics 365 Field Service
- Overview of the Field Service work order lifecycle
- Create and define work orders
- Work with work order-related records
- Exercise – Create work orders
- Entitlement
- Work with agreements
- Service level agreements (SLAs) for work orders
- Work with inventory and warehouses
Lesson 5: Incident types in Dynamics 365 Field Service
- Define incident types
- Create incident types
- Use incident types
Lesson 6: Inspections in Dynamics 365 Field Service
- Create inspections
- Associate inspections
- Perform inspections
Lesson 7: Manage scheduling options in Dynamics 365 for Field Service
- Overview of scheduling capabilities
- Overview of the schedule board
- Reschedule and move items
- Exercise – Schedule items
Lesson 8: Deploying Resource Scheduling Optimization
- Resource Scheduling Optimization overview
- Setup and deployment options
- RSO configuration options
- Define optimization goals
- Define optimization scopes
- Define optimization schedules
Lesson 9: Get started with Dynamics 365 Field Service Mobile application
- Deploy the mobile application
- Work with the mobile application
- Service customer assets
- Work offline and update offline data
- More mobile application capabilities
Lesson 10: Customize and configure the Dynamics 365 Field Service Mobile application
- Edit the mobile application
- Offline configuration
- Barcode scanning and global search
- Audit locations
- Configure push notifications
Lesson 11: Integrate Dynamics 365 Remote Assist with Dynamics 365 Field Service
- Application setup and user configuration
- Make Remote Assist calls for Field Service work orders
- Make Remote Assist calls
- Use Field Service booking on a HoloLens device
Lesson 12: Customer assets in Dynamics 365 Field Service
- Create customer assets
- Associate customer assets
- Set up customer asset hierarchies
- Use functional locations
Lesson 13: Set up Field Service to create work orders from IoT data
- Installation and setup
- Configure Connected Field Service
- Device data
- Visualize device readings
- IoT alerts
- Mobile app
Lesson 14: Create custom apps for Dynamics 365 Field Service
- Create apps from Power Apps
- Deploy the customer experiences portal
- Customize Dynamics 365 Field Service
- Universal Resource Scheduling
- Set up and customize schedule boards
Lesson 15: Gather customer feedback with Dynamics 365 Customer Voice
- Create a project by using the support template
- Customize email templates with survey variables
- Configure Power Automate to send surveys after a case is resolved
- Create surveys for omnichannel surveys and satisfaction metrics
- Set up post chat surveys
