Define resource groups, facilities, and sites
As part of service scheduling, it's important that you can accommodate the different types of scheduling scenarios. For example, you might provide a service to your customers that requires multiple resources to complete, or they need to be done at a specific location. When setting up service scheduling, you want to make sure that you're defining the supporting elements that will assist in scheduling services.
Resource groups
Many services will require multiple resources to complete the job. For example, a service center that services and maintains vehicles will typically use several resources on a job. They'll need to find a service bay where they can service the vehicle, they'll need a technician who can perform the job, and depending on the service they might use specific pieces of equipment.
In Dynamics 365 Customer Service, service scheduling, resource groups are used to group different types of resources together. For example, you could create a resource group that specifies the need for the service bay, a technician, and a piece of equipment. When the resource group is selected the system will identify resources from each bucket.
Resource groups are created in the Customer Service admin center app. Under the Operations group, navigate to Service Scheduling > Resource group section > Manage.
When defining a resource group, you'll need to define the following:
Name: Defines the name that will be used to identify the resource group.
Business Unit: Defines the business unit that the resource group will be associated with.
Description: Provides details about the resource group, including the criteria that you used to determine which resources to add to the resource group.
After you save the record, you'll need to define the resources that make up the group. From the Resources tab, select Add Resources. Select the users, facilities/equipment, teams, or other resource groups to add to this resource group.
When you have many resources, one way you can simplify management is by adding resource groups to a resource group. For example, you could add the resource groups of "senior technicians" and "junior technicians" to a resource group of "technicians."
Add facilities and equipment resources
Facilities and equipment are resources you use to perform services for your customers. Facilities can be physical spaces like service bays or conference rooms, and equipment could be tools or other assets. Add these resources to Dynamics 365 Customer Service to ensure optimal services to customers.
In the Customer Service admin center, navigate to Service Scheduling > Facilities/Equipment > Manage.
When you define a facility or equipment record, you'll need to provide:
Name: Defines the name of the facility or equipment record as it will be displayed in the system.
Business Unit: Defines the business unit the record will be associated with.
Site: Defines the location where the facility or equipment is located.
Primary Email: Specifies the email address of the site manager or equipment manager. If there are any updates or cancellations related to the schedule, facilities, or equipment, notifications are sent to this email address.
Time Zone: Defines the time zone the resource is located in.
Description: Specifies details about the facility or equipment, such as the numbers, size, make, or model.
Another key element of scheduling is ensuring that you can identify when a facility and piece of equipment is available. For example, If a service station is open from 8:00 to 5:00, their service bays are also open. When defining a facility or piece or equipment, you'll need to define the working hours for the resource. Working hours are defined by selecting the working hours button.
Sites
In Dynamics 365 Customer Service, sites are used to define the locations where you provide service to your customers. As resources are being scheduled, you can define which resources will work on which site. Sites can be created in the Customer Service admin center by selecting Service Scheduling in Operations. In the Sites section, select Manage.
