Set up field service users and security roles

Field Service comes with security roles and field security profiles unique to the Field Service application.

By setting security roles for users, you control the types of data and entities a user can access and edit. By setting field security profiles, you control which fields a user sees for an entity. For example, a user may have permission to see accounts but not to see specific fields for an account.

Screenshot of security roles in Dynamics 365 for Customer Engagement

Note

Any users assigned to field service security roles need a Dynamics 365 for Customer Engagement license that includes the Field Service application. After you complete the steps in this article, it's recommended that you sign in to verify that the capabilities appear as expected.

Field service roles

Field Service—Administrator is designed for service managers and IT administrators. This role has access to all field service entities including work orders, scheduling, and inventory. Additionally, this role has full Create, Read, Update, Delete (CRUD) abilities. For example, a field service administrator can create new work order types for the organization, which other people can then use on work orders that they create.

Field Service—App Access and Field Service—Resource are designed for field technicians and should be assigned to field technician users who carry out work orders for customers primarily via the mobile application. This role is generally characterized by read and update privileges. An example is the ability to view and update information on work orders that are assigned to this user (and only this user).

Field Service—Dispatcher is designed for schedulers who are responsible for managing and assigning a group of work orders to a group of resources. It is characterized by limited CRUD abilities for scheduling related entities within his or her business unit. An example is editing and scheduling work orders to resources in the Washington territory.

Field Service—Inventory Purchase is designed for inventory managers who are responsible for managing truck stocks, purchasing and reordering inventory, and processing product returns. It is characterized by limited CRUD abilities for inventory related entities within his or her business unit. An example is processing a product return for one or many lines of business.

IoT - Administrator is designed for users who are responsible for device registration and device data pulls that are IoTHub operations related to Connected Field Service. These roles are characterized by full CRUD abilities for IoT related entities. For example, a user with these roles may have access to all IoT Alerts and devices.

IoT - Endpoint User is used by Microsoft to connect Dynamics 365 to IoT systems. For more information on CFS security, see the topic on setting up security roles for Connected Field Service.

Prerequisites

  • Dynamics 365 System Administrator access

Note

We strongly recommended making copies of the Field Service security roles and assigning the copied security roles to users. This prevents product updates from overwriting your custom security configurations. To copy a security role, go to Settings > Security > Security Roles, then select a security role record and choose Actions > Copy Role. See the following screenshot for reference.

Screenshot of copying a security role

Set up a user for field service

Go to Dynamics 365 for Customer Engagement > Settings > Security > Users, and then set the fields used in the Field Service application. Refer to the table to learn how the fields are used in the Field service application.

Item Description
Account Information User Name: Validates the user record against Active Directory. Users must be created in Active Directory before being added to Field Service.
User Information Enter the user’s name, title, email address, and phone numbers.
Organization Information Enter the user’s site, territory, business unit, and manager. Territory on a user record is a Customer Engagement entity and will not add the associated resource record to the territory. You must do this in the Resources section of the Field Service Administration tile.
Mailing Address Enter the user’s address. This information can be used by the routing engine and scheduling assistant to calculate travel times and mileage. If the user is going to be a bookable resource, make sure to geocode the address. On the command bar at the top, click More, and then click Geo Code.

After assigning a user a security role, you must assign the user the corresponding field security profile.

Screenshot of Field Security profiles

Set up a dispatcher user

Follow these steps to set up a dispatcher who schedules work orders for field technicians.

  1. Go to Settings > Security > Security Roles and copy the Field Service - Dispatcher role

Screenshot of copying a security role

  1. Select a user, and then choose Manage Roles.

Screenshot of adding a security role to a User

  1. Assign the copied Field Service—Dispatcher role to allow schedule, dispatch, and work order editing capabilities to the user. Or, if the user is responsible for more than schedule and dispatch, make a copy of the Field Service – Administrator role and assign it to the user.

  2. Open the dispatcher's user record, and then select Field Security Profiles.

Screenshot of field security profiles in Dynamics 365 for Customer Engagement dropdown

  1. Assign the Field Service – Dispatcher field security role.

Screenshot of Field Security profile for dispatchers

Set up a field technician user

  1. Go to Settings > Security > Users.

  2. Select a user other than your dispatcher/administrator user to be a field technician, and then assign the Field Service – Resource and Field Service—App Access security roles.

Screenshot of adding secuirty roles for resources (field technicians)

  1. For the same user, select Field Security Profiles.

Screenshot of accessing field security profiles from the dynamics 365 dropdown menu

  1. Assign the field technician user the Field Service – Resource field security profile.

Screenshot of adding the resource field security profiles to a user record

Note

Field technicians aren't able to edit fields on the mobile work order form untl you complete this step.

Screenshot of field security profile

Set up geocoding for a field technician user

To set up geocoding to enable location awareness for scheduling and routing, define where each resource starts and/or ends the day.

  1. Go to Settings > Users, and then select the field technician's record.

  2. Verify that the record includes an address.

Screenshot of Dynamics 365 for Customer Engagement user record address

If there isn't already an address for the user, navigate to the Microsoft 365 admin center and enter one. To display the address in the Dynamics 365 for Customer Engagement organization, refresh the page.

Screenshot of office 365 user

  1. To enable geocoding in the Dynamics 365 for Customer Engagement organization, navigate to Resource Scheduling > Administration > Scheduling Parameters.

Screenshot of Resource Scheduling Administration in Dynamics 365 for Customer Engagement dropdown menu

Screenshot of how to access scheduling parameters

  1. To tag a latitude and longitude for the address on the user record, set Connect to Maps to Yes. The API key is filled out automatically to use Bing Maps API.

Screenshot of connecting to maps and Bing Maps API in Dynamics

  1. Go to the user record, and then select Geo Code.

Screenshot of geocoding user record

  1. On the Found Places dialog, choose the address.

Screenshot of system finding address

  1. Select Change.

Screenshot of latitiude and longitude from geocoding process

  1. Verify that the latitude and longitude display in the Scheduling section.

Screenshot of latitiude and longitude being populated on user record

Note

If you are having trouble populating an address or geocoding an address, manually enter a latitude and longitude into the fields.