An organization needs to perform monthly maintenance on a device it has installed at a customer`s site over the next 2 years. You want to use Dynamics 365 Field Service to automatically generate maintenance orders in the middle of each month with some flexibility. You want dispatchers to schedule monthly maintenance work to the best and most appropriate field service technicians and charge the customer for the completed work at an agreed price. The Pre-Booking Flexibility and Post-Booking Flexibility fields specify how many days the work order can be scheduled before and after the scheduled date. These fill in the Start fields of the Date window and The End of the Date window in the work orders generated to support the Scheduling Wizard. For example, if you plan to schedule one out of 8 monthly maintenance. of each month and set the flexibility before and after booking at 7 days, work orders can be scheduled between the 1st and 15th of each month. An easy-to-use mobile app for iOS, Android, and Windows devices guides field technicians through the process of resolving assigned work orders. For each work order, the field technician can view important information such as location, step-by-step instructions, customer resources, and service history, and use their device to take photos and videos or save a digital customer signature. Field technicians can also automatically download important information to their devices to work offline when the internet is not available.
Although the agreement provides a framework for generating work orders, the details can still be changed at the work order level. For example, although a work order can be generated from an agreement, additional products and services can be added to the work order if necessary. Other details, such as the price list and the type of work order, can be changed if sufficient permissions are available. In addition to a booking setup, each contract can also have an invoice setup. Each billing device contains one or more billing products. The ease of display of the agreement and the timing of contractual invoices can be repeated. You can (for example) have an annual contract to maintain a device every week, but you will be billed monthly. In the agreement, set the System Status field to Active. This triggers the creation of reservation data that represents the data on which the service is to be run. RSO automatically schedules work orders to optimize working and travel times. This includes work orders generated from agreements. If you want to use RSO to schedule contract work orders, here are 3 options: Under the Other tab, you can enter more details, such as.
B as the service territory to which the resulting work orders must belong, and the record generation time, which specifies the time of day of work orders, invoices and other records related to this agreement. This is important because some organizations don`t want agreements that create work orders in the middle of the workday. If no value is set, the value is used by default in the field service settings. If you don`t want to use incident types, you can easily add products, services, and service tasks directly to the agreement. By specifying a client object for the agreement incident, you can define the recurring work to be done for specific devices and create the service history. You can also add multiple incident types to an agreement publishing configuration, each with a client asset. On-site service contracts are used to automatically schedule work orders and invoices based on one or more specified occurrences. These contracts are most often used for preventive maintenance. For example, if you are a floor polishing company, a routine floor maintenance contract can be set up every year for a customer. In this blog post, we will focus only on the automatic generation of work orders.
Bookings made through agreements do not take into account existing bookings, which means that they are booked twice in addition to existing times. The contract record defines customer information such as billing account, start and end dates, price list, etc. The duration is automatically calculated based on the start and end dates. All agreements begin with the status of the estimating system and change to Active once the agreement is configured. Service account and billing account: As with work order fields, the service account defines where work orders should be agreed, while the billing account defines to whom the invoice should be sent. Permissions are applied to work order pricing based on several factors such as service account, incident type, and customer resource categories. It is common to create specific incident types for specific customers that describe custom work. One option is to apply an authorization when the custom agreement incident type is added to a work order that increases products and services by $0 by reducing them by 100%.
Let`s set up the scenario in which a customer pays a field service organization a quarterly amount for a service plan. The invoice is generated in advance, based on what you set for X in the Generate agreement invoices X days in advance field in the on-site service settings in the Contract section. This means that the invoice due date is set based on your recurring billing setup, but X is created days in advance. If no value is entered for Agreement invoices Generate X days in advance, the system generates the invoice on the day of the invoice date in the Agreement Record Generation Time field and then in the field service settings. Record generation time: This value exists in the agreement and determines when agreement records on the day when agreement records such as accounting data and work orders should be generated. This is useful because some organizations don`t want agreements to generate many work orders in the middle of the workday, while dispatchers plan and manage other tasks. Work order data, such as accounts, incident types, products, services, and service tasks configured in your system. As the time approaches accounting data, work orders are generated based on the Generate work orders field several days in advance. The publication date then has the status Modified with a search for the generated work order.
A single agreement can have different booking settings. For example, you can create a booking feature called Weekly Visits that creates work orders each week with specific incidents, products, services, and service tasks. In addition, as part of the same agreement, you may have a different booking service called “Monthly Visits” that creates work orders each month with different incidents, products, services and service tasks. The Dynamics 365 Field Service line-of-business application helps organizations provide on-premises service to customer sites. The app combines workflow automation, scheduling algorithms, and mobility to configure mobile workers to succeed when they`re on-site with problem-solving customers. Here are different ways to set up and use agreements. Agreement generates: In field service settings, there are important default settings that you can set for agreements that allow administrators to control how the organization creates agreements. If you want to use contracts to manage client resources, use agreement incidents.
Generate work orders in advance: Specifies the number of days before the expected service date of the generated work order. If you select a large number of days in advance, you can have a lot of work orders right sitting there. However, if you decide too few days in advance, you may not have time to prepare. If no value is entered, work orders are generated on the scheduled duty day (called the accounting date) at the record generation time entered in the contract. We use agreements, as well as customer resources, incident types, and price lists, to configure this scenario. .