Field Service – User Guide

Field Service for Microsoft Dynamics CRM 2016 is a powerful tool to help support the activities of field based engineers.

I have been blogging on this subject for a few months!

Here I will give a collection of links to my various posts on Field Service for Microsoft Dynamics CRM. Collectively these posts should provide you with a detailed user guide, you could think of this post as a “book” on Field Service.

  • Introduction / Theory
  • Installation
  • General Setup
  • Using Field Service
  • Customizing Field Service

Keep checking back to this post, I will continue to add more detail.

Introduction / Theory

Post Description Last Updated
An overview of the capabilities of Field Service August 2016
Work Order Theory
A description of what a work order is, its lifecycle and how it relates to other Field Service entities August 2016


Post Description Last Updated
Installation Step by step guide to creating a Field Service trial solution and installing the mobile application. August 2016

General Set-up

Post Description Last Updated
User Setup
Field Service users, security roles and field security profiles explained. August 2016
Reference data
There are many reference data fields to define including work order types, pay types, work order sub-statuses etc. I describe them all here. August 2016
Skill Types (Characteristics) How to create skill types and use them to ensure the right engineers are used. August 2016
Configuring the Schedule Board In this post I describe how to configure the schedule board including adding new tabs and changing views. September 2016
Service and Billing Accounts A description of the additional fields on service and billing accounts in Field Service. Plus, how to Geo Code accounts. August 2016
Price Lists How to create price lists for Field Service including using Field Service Price List Items to apply minimum call out charges etc. August 2016
Product and Services
How to create the products and services to be included on work orders August 2016
Incident Types Incident types are used to speed the creation of work orders. In this post I explain what is involved in creating an incident type. August 2016
Resources How to create resources, define their working hours and associate them with territories. August 2016

Using Field Service

Post Description Last Updated
Calculating Engineer Pay A description of how pay types and resource information is used to derive payment values for each booking September 2016
Manual Scheduling (Schedule Board) An explanation of how to manually schedule work orders on the schedule board and also review driving direction / routes. September 2016
Scheduling Assistant Using the scheduling assistant to use the semi-automatic scheduling capabilities of Field Service. September 2016
Time Groups A description of how to define timeslots and then how you can use them in the scheduling assisstant. September 2016
Customer Assets / Equipment How to create and see customer assets September 2016
Agreements Agreements are used to automatically create regular work orders based on a “contract”. Ideal for a preventative maintenance schedule. This post describes on how to create agreements and their associated booking and invoice setups. September 2016
Time Off Requests This post explains what happens when the engineers request time off from the mobile application. August 2016
Purchasing and Inventory An overview of the purchasing and inventory options in Field Service September 2016
Inventory Quantities An explanation of when stock quantities and allocated values change. Plus unit groups explained.  September 2016

Customizing Field Service

Post Description Last Updated
Field Service and Voice of the Customer Example workflow to send out a survey after completion of a work order. You may also find this post on how to create a survey useful. September 2016
Download Resco CrmMobile Woodford You will need to download the client if you wish to customize the mobile application. September 2016
Risky Situations A description of a simple change to warn if your field agent is working on something risky. September 2016
Show Entity Images A example of how to improve the mobile app by adding images. September 2016

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