Customer assets
Customer assets let you keep track of equipment that you're responsible for inspecting, maintaining, and repairing. At their simplest, customer assets note which products are located at each customer location. But they can also track service history of all past and present work orders for each asset. And if you're using Connected Field Service, you can connect customer assets to sensors that monitor the asset's health and trigger IoT alerts and work orders as needed. With customer assets you can:
Record specific information about an item.
Create an historic log of all the work orders that are related to an item.
Many times, a customer asset starts as a product that is stored in a warehouse. After the product has been delivered to the customer, it can be automatically converted into an asset. The ability to have a product automatically converted into a customer asset can be defined on the product record when it's created.
After customer assets are created, you can track repairs, inspections, tests, IoT data, and issues to build out a service history. Understanding service history is important for making better repair decisions, maintaining asset lifespan and uptime, and ultimately keeping customers happy.
There are a few ways to build out a service history, including:
Adding notes using the timeline: Adding a note to the customer assets timeline. For example, from Field Service Mobile, the field technician can navigate to the customer asset record and add a note.
Work orders: When you create a work order, you can associate it with a customer asset. This is typically done by associating adding the customer asset to an incident type. The asset is automatically defined on the work order. All associated work orders are visible on the customer asset record.
With agreements: When defining an agreement, you can define the customer asset the agreement is associated with.
For more information on building a service history, see Build a Service History.
Microsoft Dynamics 365 Connected Field Service uses customer assets to represent IoT devices at a customer's location. These devices are registered with an IoT hub and can be accessed directly from Dynamics 365.
For more about customer assets, see Configure and set up customer assets to maintain a list of serviceable items (Field Service).
For more about using Connected Field Service to monitor and service equipment, see Remotely Monitor and Service Customer Equipment with Connected Field Service for Dynamics 365 and Azure IoT.