Quick scheduling in Dynamics 365 Field Service

Quick scheduling (sometimes referred to as “quick book”) simplifies the schedule assistant experience to make scheduling easier and quicker.

Within the same window of a work order, a single click brings up a pane showing available booking time slots.

Screenshot of the quick schedule pane appearing over an open work order.

This is useful in several scenarios:

  • Organizations with a high volume of bookings that they need to quickly schedule.
  • Organizations with call-center workers who might need to schedule while they are on the phone with a customer, and need to do so quickly to respect the caller's time.
  • Organizations with schedulers who don't need to see the extra details provided by the schedule assistant or manipulate the filters to make a resource assignment.
  • People for whom scheduling is not their primary job. For example, customer service representatives spend most of their time handling customer issues, and the few times they need to schedule, it should be quick and easy.

When quick scheduling is not enabled, the Book button defaults to the full schedule assistant experience, which displays additional information and filter options for more comprehensive resource assigning.

Screenshot of the schedule assistant in Dynamics 365 for Field service.

Prerequisites

  • Dynamics 365 Field Service version 8.7 or later. See the “Additional notes” section at the end of this article for more details.

  • Quick scheduling must be enabled:

    • Go to Resource Scheduling > Settings > Administration > Enable Resource Scheduling for Entities.

    • Select an entity to display the entity's Booking Setup Metadata.

    • Set Enable Quick Book to Yes.

      Screenshot of Enable Quick Book set to "Yes."

In the preceding example, we enabled quick book for the work order entity, meaning quick book will trigger from the work order form and requirements created by work orders. The process is the same for enabling quick booking for other entities you have enabled for scheduling.

However, not all scheduling relates to other entities. Some organizations use requirements on their own for scheduling. Organizations like this should enable quick book for the Default Metadata Settings (none) option.

Screenshot of the "Default Metadata Settings (none) option selected in the enabled entities settings.

Quick book a single resource

1. Create a work order

First, create a work order or another entity that is enabled for scheduling and quick booking.

Screenshot of a new work order entity.

Then, go to the related requirement and add additional attributes.

Screenshot of the related resource requirement.

In this example screenshot, we are looking for a resource who is available within the specified date range, who has the "Assembly Repair" skill, and who is part of the "Seattle" organizational unit.

2. Select Book

From the requirement or the work order, select Book in the top ribbon. This opens the quick book pane. If quick book is not enabled, the Book button triggers the schedule assistant interface.

Next, select a time slot, and then select Book in the lower-right side of the pane.

Screenshot of the quick book pane triggered from a work order.

Screenshot of a booking summary in the quick book pane.

In the background, the system chooses an available resource that also meets requirement criteria like skills and organizational unit.

If the requirement is location-based, as in the case of onsite work orders or facilities, the system chooses the closest resource. The closest resource is determined based on the resource's starting location or previous work order location.

For location-agnostic requirements, the system chooses the first available resource based on alphabetical order of the resource's first name.

Screenshot of the filter and map view including resources and the booking.

3. Filter options

Although quick scheduling is designed for quick and easy scheduling, there are a few simple filters in the quick book pane.

The date range is taken from the requirement date range and can be changed.

Note

Time parameters on the work order like Date Window Start and End are passed down to requirements and are factored into quick booking.

The Filters option allows you to search through all resources (meaning all resources that meet the requirement criteria) or select a specific resource to quick book (only if the selected resource meets the criteria).

Additionally, you can select the resource icon next to a time slot to see a simple list of applicable resources for that time slot. See the following screenshot for reference.

Screenshot of the resources icon in the quick book pane.

This displays more details like travel time and distance, but still has a simpler interface with fewer details than the full schedule assistant. The schedule assistant can still be triggered by selecting the Open Schedule Assistant link at the bottom of the quick book pane.

Screenshot of the quick book pane, including the link that opens the schedule assistant.

Quick book multiple resources

Quick scheduling also works with requirement groups, which allow organizations to schedule multiple resources at once.

1. Create a requirement group

Go to Resource Scheduling > Requirement Groups > New.

Use the requirement group control to define the multiple resources needed. Each row represents a resource requirement.

In the following screenshot example, we need two resources, each with different skills but part of the same Seattle organizational unit, and we need them for two hours.

Screenshot of a requirement group entity with two requirements listed.

For further details, see the topic on requirement groups.

Select a row, and open the form to edit more fields.

Screenshot of requirement group details.

These requirements call for resource types contact, user, and account and have a work location of Onsite with a defined location (latitude and longitude). This means we are sending resources to the customer's location.

Screenshot of resource requirements with attention to type and location.

Next, from the requirement group control, select Book to trigger quick book.

Again, you can select a time slot and then Book to assign the requirement group to multiple resources, or you can select the resource icon to see different combinations of resources that fulfill the requirement group.

Screenshot of the quick book pane showing a calendar and a list of resource groups.

The results are displayed in order of average travel time and distance. Because each resource might be traveling from a different location, travel time and distance are calculated as averages.

Lastly, as discussed in the requirement groups topic, requirement groups can include different option sets, and quick book will respect these. In the following example, we want to schedule a single resource with both required skills or two resources, each with one of the required skills.

Screenshot of the requirement group settings, showing different resource options.

To use requirement groups as part of the work order process, associate a requirement group template to an incident type. See more details in the requirement groups for work orders section of the requirement groups topic. Additionally, you can use requirement groups for customer service scenarios. Visit the customer service scheduling topic to learn more.

Configuration considerations

  • After quick booking a single requirement, selecting Book again for the same requirement creates an additional booking and will not rebook the previous one. Selecting Book again for a requirement group will trigger the rebook process, which cancels previous bookings.

  • If you have enabled quick book, you enable it for your entire organization; it can't be enabled only for specific users or security roles.

  • Quick Scheduling does not support fulfillment preferences with time groups.

Consider using fulfillment preferences with quick scheduling

The purpose of quick scheduling is to simplify the scheduling process. Fulfillment preferences further simplify scheduling by organizing quick book (or schedule assistant) results in neat time blocks. By default, quick scheduling uses a fulfillment preference with 30-minute intervals for single requirements, and 30-minute intervals with 10 results per interval for requirement groups. To apply a custom fulfillment preference and override the default:

  1. Create a fulfillment preference. In this example, we created a fulfillment preference with 1-hour intervals.

    Screenshot of an example fulfillment preference.

  2. Add the fulfillment preference to a requirement and quick book. The quick book results will appear in hourly intervals.

    Screenshot of the quick book panel with 1-hour intervals.

See our topic on fulfillment preferences for more information.

Additional notes

  • The confirmation message shown after quick book is currently not configurable.
  • When quick book is enabled and applicable to the schedulable entity, it triggers wherever the Book button is displayed.
  • Quick book is disabled by default in Dynamics 365 Field Service version 8.7 (Universal Resource Scheduling version 3.7) but is enabled by default in Field Service versions 8.8 and later (Universal Resource Scheduling versions 3.8 and later).
  • With Field Service version 8.7 (Universal Resource Scheduling version 3.7), quick book is not applicable to onsite requirements. With Field Service version 8.8 and later and Universal Resource Scheduling version 3.8 and later, quick book is applicable to onsite, facility, and location-agnostic requirements.
  • When there are no search start and search end dates used on the resource requirement, requirement group, or the schedulable entity, then the search window defaults to 60 days from today, and resource availability is shown for the next 60 days. When only a search start date is populated (but no end date), then the search window defaults to the current day plus 60 days, and not the provided start date plus 60 days.
  • When quick scheduling an entity that does not have a related requirement, the time zones of search results appear in GMT (UTC) timezone. For example, if you enable the leads entity for scheduling, you'll see a book button at the top of the leads form. The leads record will not have a related requirement record by default, but you can still book it with quick scheduling. The timezone of recommended timeslots will be in GMT (UTC). If you create a requirement for the leads record and then quick book, the search results will appear in the timezone noted on the requirement based on the requirement calendar. If there is no timezone on the requirement calendar, quick book will use the timezone of the user who created the requirement. If the user doesn't have an associated timezone, then GMT (UTC) timezone will be used.
  • The resource available time slots shown on the quick book respects the Book based on setting on the default schedule board settings and will show the resource availability based on the value chosen for Book based on - in other words, Estimated arrival time or Start Time. This behavior aligns with how schedule assistant also shows the resource availability based on Book based on setting.