Resource scheduling optimization

When technicians are in the field, what work order they are scheduled to complete impact an organizations profitability. For example, let’s say that there is a work order on the south end of town that needs to be completed. It will likely be significantly more expensive to send a technician currently working on the north side that it would be to send a technician on the south end of town. This can be hard for individual dispatchers to handle. In these instances, organizations may turn to automated scheduling solutions. With automated scheduling, not only can you more effectively handle this scenario, but dispatchers are freed up to focus their attention on handling the scheduling anomalies that occur throughout the day.

Resource Scheduling Optimization (RSO) is an add-on capability for the Dynamics 365 Field Service application that enables organizations to automatically schedule work orders for the most appropriate resources. Organizations can optimize bookings to minimize travel time and maximize working hours and more, based on your configured objectives, such as “minimize travel time” and “maximize working hours.”

What are the benefits of using Resource Scheduling Optimization?

  • Automated scheduling: Automatically schedule most requirements to save time and allow dispatchers to focus on exceptions and billing.
  • Achieve scale: Dispatchers can manage more resources, enabling the business to scale up the resources they manage.
  • Customer satisfaction: Improved efficiency drives more predictable arrival and completion times, and seamlessly schedules alternate technicians for urgent situations.
  • Technician efficiencies and reduced cost: Fitting more appointments into working hours drives revenue and reduces overtime costs.
    • Matching work orders and technician skillsets reduces the cost of lost appointments.
  • Reduced fuel consumption and less vehicle maintenance: Ensuring your technicians are taking the shortest possible route with turn-by-turn directions reduces fuel consumption and wear and tear on vehicles.
    • If each field technician saves one tank of gas a month, the savings generally will surpass the cost of RSO.
  • Improved customer retention: Giving preference to higher-priority work orders helps avoid service level agreement (SLA) penalties and helps you meet customer service commitments.

With RSO, organizations have a tool to help them handle different scheduling needs and desired outcomes. There are many common scenarios where RSO can be used as starting points for more specific scenarios that an organization might use RSO.

These scenarios typically include:

  • Overnight scheduling: Typically involves creating an optimization schedule that runs in the evenings or after hours. After hours jobs typically involve larger amounts of data, such optimizing resources, requirements, and bookings for the next day or even in some cases the following week.
  • Intraday scheduling: Used to schedule or optimize items as the day progresses. Typically involves creating a schedule that runs multiple times during a specific day, such as every hour. This scenario might be used to schedule new high priority items.
  • Condition-based scheduling: This option does not leverage predefined schedules to run. New items are schedule or existing items are modified based conditions being met. For example, an item that has been flagged as an emergency might be scheduled right away.
  • Cancelation and delays: Used when a cancelation or delay is going to impact only one individual resource. Organizations can optimize the schedule for just one specific resource as needed for time frames that they specify.
  • Simulations: Lets organizations run pre-defined jobs in a simulated manner to evaluate the results before they commit them to the schedule. If they like what they see they can choose to apply the simulation.

RSO helps you to optimize bookings for the shortest travel time, available work hours, and other constraints. Use the schedule board to filter resources and build out multiple scenarios. Find available resources and map them to recently scheduled items. Through it all, filter and call out resource identification to ensure that work items are scheduled in the most efficient way with the required resources and crew members.

RSO enables you to manage how work orders are automatically assigned and scheduled to resources, based on the specific objectives such as maximizing agent work hours. This provides the ability to leverage it to support multiple scenarios.

Icon indicating play video In this video you’ll see how RSO is used to support some common scheduling scenarios.

As you saw in the video, with the Resource Scheduling Optimizations, organization can easily handle automated scheduling of resources during overnight hours to ensure that items are ready to go in the morning, or they leverage it during the day as new items are created.

As work items are scheduled, use Resource Scheduling Optimization (RSO) through Dynamics 365 Field Service to manage constraints and issues as they arise. Optimize scheduling, create emergency work orders, and deal with cancellations and delays along the way.

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