3 Cool Facts about Automated Field Service Scheduling with Microsoft Dynamics 365 for Field Service

Published August 14 2018 by Terry Roy
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In our previous blog, 3 Ways Mobile Communication with Microsoft Dynamics 365 for Field Service Can Reduce Field Service Costs, we talked about the three ways mobile communication can reduce field service costs. From any device, field service employees can get things done anywhere, at any time.

Now, let’s talk about the ways in which you can gain productivity through automated field service scheduling. The days of your technicians trying to plan their own schedules and routes will be a thing of the past.

By optimizing resources, your service team can quickly share and encompass all the information field workers need to deliver service effectively. Resource management tools enable dispatchers to assign resources and handle scheduling for multiple work orders at a time. With automation, your customer service team can assign work to the most available resources, while optimizing travel time and mileage, and reallocating resources as necessary. The right field service technician is sent to the right service location, equipped with the right tools for a first-time fix.

Real time and offline mobile capabilities empower workers with the tools and data to succeed in the field. Technicians update their work status and obtain a real-time list or map view of what’s happening with each service request and location. Additionally, insightful, step-by-step instructions provide insight to technicians to resolve the task at hand and speed issue resolution.

Cool Fact #1: You can Schedule Internal and External Technicians

With Microsoft Dynamics 365 for Field Service, if you have third-party contractors that are going out and completing jobs, you can have their dispatch plugged into the system, so they can then track or dispatch out to their various team members. You can even give their technicians ability to update their status and work orders within the system too.

Cool Fact #2: You can Create Automated Preventative Maintenance Schedules

With Microsoft Dynamics 365 for Field Service, you can build automated preventative maintenance schedules. For instance, if you perform maintenance every month, you can create a schedule within the system which then creates work orders automatically for you two weeks before, or within the timeframe that you specify. It then pops up on your schedule board automatically. Customer service reps then drag it to the appropriate resource, or it can be automatically associated to a predefined resource based on skillset and availability.

 We've got our work order created. We've gone through the steps of we had a case come inbound somehow, whether it be through a portal, a phone call, an email. We've initiated that case. We've created a work order off of that case. As you can see, there's not a lot for me to do on this screen. It's been populated for me already. One thing that is still blank though, is the bookings. The booking is that resource that is going to be tied to it to complete that work.

Work Order Screen shot

Cool Fact #3: You can Filter Resources Based on Skill Set or Territory

Inefficient scheduling and dispatching result in a high mean time to repair if field agents arrive at job sites and don’t have the qualifications or inventory to complete the job. Or agents far from job sites are sent when there are nearer agents available. If you enter a work order which needs to be scheduled, you can filter resources to find the right technician for the job. For instance, if you need a plumber, you can search for plumber, and filter by availability, skillset, territory. This can be performed manually, or automatically based on the parameters you enter when you create a work order. With Microsoft Dynamics 365 for Field Service, you can also send multiple technicians to a customer site if needed, with simply a drag and drop functionality.

You can see the other areas here. What's their role, what territory are they in, organizational unit, type of resource, part of a team, business unit, if there's specific business unit within the organization.

Field Service Schedule Board

Learn How Microsoft Dynamics 365 for Field Service can Help with Scheduling

For more information about field service automation, click here to check out our recent webcast which covers Microsoft Dynamics 365 for Field Service capabilities. Don’t miss Parts 1 and 3 in our Field Service blog series. Next up: Improve Customer Satisfaction.

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Terry is a veteran executive in the high-tech arena in both thriving and early-stage companies. His goal is to develop a roadmap for clients to become High Performing Field Service Organizations that drive business results and revenue to their bottom line. His expertise includes delivering the positive business outcomes expected from the Microsoft Dynamics 365 platform.

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