Field Service user guide
Applies to Dynamics 365 for Customer Engagement apps version 9.x
Not sure what you're looking for, where to begin, or how to improve your Field Service knowledge? Use this guide to see a birds-eye view of the Dynamics 365 for Field Service resources.
Before we begin, here are the top places for information about Field Service:
Docs: The primary documentation for Dynamics 365 for Field Service (and it's where you are now).
Learn: Here you will find guided videos and courses.
Field Service YouTube Channel: This includes concept videos for Field Service.
Ideas: This is the portal where you can contribute product feedback and ideas.
Forum: Go here to ask questions, find answers, and see upcoming events.
Blog: On the blog, you'll find ongoing release notes and posts from the product team.
Understand Field Service concepts
The purpose of this section is to understand what Dynamics 365 for Field Service is, and why it's valuable to customers.
Set up Field Service
The purpose of this section is to help you set up a Field Service environment and configure the core Field Service scenario.
Set up an environment
This includes deploying an environment, setting up users, and performing initial administrative actions.
Configure work order scenario
This includes creating a work order, scheduling it to a resource, and viewing it on the Field Service Mobile app.
Additionally, configuring the core Field Service scenario involves understanding resources, work orders, scheduling, and the mobile app.
Configure more scenarios
The purpose of this section is to help you explore all the features of Field Service and configure more detailed scenarios and business requirements.
Start with this Learn course that shows an administrative view of the previous work order scenario to create products, services, incidents and other core work order entities.
Next, dive into configuring the schedule board and exploring other scheduling capabilities such as crews, facilities, and pools with this Learn course.
Agreements, assets, and inventory
Resource Scheduling Optimization
The pinnacle of field service scheduling is Resource Scheduling Optimization (RSO), which automatically schedules work orders (and other requirements) to the best resources in order to minimize total travel time and maximize working hours.
Learn how to deploy, configure, and run RSO.
Connected Field Service
Similarly, the pinnacle of work order creation is Connected Field Service (CFS) that combines AzureIoT and Dynamics 365 to analyze data streams from Internet-connected equipment and proactively create work orders based on alerts - oftentimes before the customer is aware of a problem.
Next, learn the difference between CFS with IoTCentral and CFS with IoTHub. In short, think of IoTCentral as the software-as-a-service option, an easy way to create and demonstrate a protoype, perform a proof-of-concept, test the IoT process with dynamics to outline structure and objectives, and implement CFS for organizations starting from scratch with no IoT infrastructure. Think of IoTHub as the platform offering and what will most likely be implemented because it is more customizable and is especially helpful for organizations with existing IoT infrastructure.
Next, set up a Connected Field Service environment to create work orders from simulated IoT telemetry. See the following video tutorial for detailed instructions: Set up Connected Field Service with Azure IoTCentral
Finally, here is a Learn course to guide you through setting up CFS with IoTCentral.
Combining Resource Scheduling Optimization and Connected Field Service allows an organization to proactively detect issues and schedule them to field technicians to fix.
Implement Field Service
The purpose of this section is to provide implementation guidance and best practices, both technical and strategic. It also points toward extensibility and developer instructions.
When working through implementation scenarios, it is important to know org level details that can be found in Field Service Settings.
Scheduling best practices
Schedule board tab settings are extremely important in implementations to get the most out of the schedule board.
Key implementation resources
Stay up to date on new and upcoming features with the Dynamics 365 release notes.
Use the version history to know the latest version and download the latest mobile projects.
Understand AppSource add-ins to meet more implementation requirements.
If you're looking for help with errors, unexpected behavior, crashes, and bugs, create a Dynamics 365 support ticket.