Create or edit a service (Customer Service app)

To make scheduling services quick and easy, it’s helpful to predefine the specifics of the services you’d provide to customers. By using the service records in Dynamics 365 Customer Service, you can define:

• How long a service activity would last

• What resources are available for the service activity, like users, facilities, or equipment

A service requires at least one selection rule and one or more resources, resource groups, or teams before the service can be scheduled with a service activity.

Important

With the latest release of Dynamics 365 Customer Service app, the new Service Scheduling is now available in the Customer Service Hub sitemap. We recommend that you create services using the new experience. More information: Create or change a service

Create or change a service

1. Make sure that you have the Manager, Vice President, CEO-Business Manager, System Administrator, or System Customizer security role or equivalent permissions.

2. Go to Settings > Business Management.

3. Select Services.

4. To create a new service, select New.

   -OR-

   To edit a service, open a service from the list.

5. Type or modify information in the text boxes.

   1. Under General, enter a name and description to reflect the specifics of the service and describe what the service is. Also, specify the initial status of the service activity when it is created. If your organization prefers to approve all service activities before committing them to the schedule, you can select Requested or Tentative.

   2. Under Scheduling, in Default Duration, select how long the service lasts. This can be changed when the service activity is created. The maximum duration of an appointment or service activity is 10 days.

   3. In Start Activities Every, select how often service activities can start. This allows the start times of service activities to be staggered.

   4. In Beginning At, select the time when the service activities must begin.

6. In the Required Resources area, define a selection rule:

   1. Select a selection rule in the right-hand pane.

      Selection rules appear in the tree beside the Selection Rule button .

   2. Select one of the items under Common Tasks to define the selection rule by indicating how many resources are required and in what combination.

Add a Selection Rule

You can add complexity to a rule by adding a subrule to it.

Add Resources

Add users, facilities, equipment, or teams as resources to a selection rule.

Add Resource Groups

Resource groups are users, facilities, or equipment that can be scheduled interchangeably.

Note

You can save a service without defining a selection rule, but you won’t be able to schedule that service.
More information: Create or edit a selection rule

7. When you’re ready to save your data, select Save.

   

Activate or deactivate a service

You can make a service available on unavailable for scheduling by activating or deactivating it. To do this, in the list of service records, select a service, then select More Actions > Activate or More actions > Deactivate.

See also

Set the capacity required for a service or resource
Create or edit a selection rule
Create or change a resource group
Set work hours for a resource