4/6/2019 7:27 PM © Microsoft Corporation. All rights reserved. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.

Microsoft Dynamics 365 for Field Service – Deployment Best Practices 4/6/2019 7:27 PM BRK2478 Microsoft Dynamics 365 for Field Service – Deployment Best Practices Darren Liu Principal PM Manager / Solution Architect Eric Dipple Sr. R&D Solution Architect © Microsoft Corporation. All rights reserved. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.

Session objectives and expectations 4/6/2019 7:27 PM Session objectives and expectations Objectives Understand why you should use key out-of-box entities Recognize what customizations may be a negative impact to the success of your deployment Creating a positive mobile experience for field engineers How to deploy a highly effective booking experience Expectations Not a training or how-to technical session General understanding of Field Service for Dynamics 365 Recommendations and Best Practices based on past experiences We are not covering a list of Do(s) and Don’t(s) © Microsoft Corporation. All rights reserved. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.

4/6/2019 7:27 PM Deployment Scenario Contoso Technologies is a specialty equipment manufacturing company. The equipment is highly sensitive and often installed at customer sites with very limited access to cell data and Wi-Fi. Requirements: Field engineers are often in areas with no cell coverage or Wi-Fi. Field engineers are often asked to work on other equipment while onsite. The technician needs to track this work on a new work order and track what was done. Dispatchers need accurate view of resource capacity and allocation. Dispatchers perform 70% of the booking, technicians can perform self- booking via mobile. Work performed by field engineers need to identify if it is “Standard Time, Overtime Time, Out Call Time, Holiday Time”. Initial design: 75+ custom entities which are required on mobile with offline access 50+ custom synchronous plugins on the work order and child entities 30+ real-time workflows on the work order and child entities Not using key OOB entities Work Order Service / Work Order Service Task Product catalog entities © Microsoft Corporation. All rights reserved. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.

4/6/2019 7:27 PM Entity Review © Microsoft Corporation. All rights reserved. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.

Field Service - ERD 4/6/2019 7:27 PM © Microsoft Corporation. All rights reserved. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.

Incident Type Work Order Templates? 4/6/2019 7:27 PM Incident Type Work Order Templates? Recommendations Changing an Incident Type does not affect existing work orders Copy Incident Items to Agreement Incident Types are the only out-of-box way to apply a duration to the work order and resource requirement Service Tasks & Services Work Order Service Tasks and Work Order Services define the work to be performed. Products Use Work Order Products to identify what parts/products are required to perform the defined work. Characteristics Characteristics allow you to define what skills are required to perform this effort. © Microsoft Corporation. All rights reserved. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.

Agreements Recommendations Agreement Agreement Schedule Setup 4/6/2019 7:27 PM Agreements Recommendations Avoid choosing a large number for Generate Work Orders Days in Advance Set Auto Generate Work Order if you would like to manually generate work orders. When auto generate booking, specify resource, time window start/end Stagger when agreement schedule setups will generate work orders Agreement The agreement entity is similar to a contract. Use agreements to track contracted services which occur on a scheduled bases. Agreement Schedule Setup The agreement schedule setup defines the recurrence pattern. Incident Type Agreement Schedule Setups support the use of Incident Types to define the information for a Work Order. © Microsoft Corporation. All rights reserved. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.

Bookable Resource Recommendations Resource Type Work Hours 4/6/2019 7:27 PM Bookable Resource Recommendations Generic Type resources are not bookable Location Agnostic for Starting and Ending location is useful if a resource never travels Once the bookable resource record is save you are not able to change the resource type. Resource Type Identifies what type of resource and the intended usage. Work Hours Use the working hours calendar to define a resources working schedule and track time off. Resource Territories Associate resources to the territories they are allowed to work in. Resource Characteristics Defines the skills and proficiency of the resource. © Microsoft Corporation. All rights reserved. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.

Work Order Recommendations Work Order Type 4/6/2019 7:27 PM Work Order Recommendations Promise window is a continuous duration and overrides start/end windows. Incident Type will assign a duration to Resource Requirement. No incident type = no duration. Avoid synchronous plugins and workflows. Work Order Type Create different work order types to reflect the different types of work that your company offers. Work Order Sub-Status .Work Order sub-status will set the Work Order System Status. Start/End vs. Promise Window Time From Promised and Time To Promised represent a commitment to your customer of when a technician will arrive. Use the Start/End date and time values to represent time slots per day. © Microsoft Corporation. All rights reserved. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.

Bookable Resource Booking 4/6/2019 7:27 PM Bookable Resource Booking Recommendations Use the Booking Status for your custom status values. It is ok to read/use the Booking Timestamp records. Booking Journals are re-generated. Booking Status Booking Status records are used to identify the various status of a bookable resource booking. Such as Scheduled, Traveling, In-Progress, Completed. Estimated & Actual Travel When using the booking assistant or RSO the Estimated Travel Duration and Estimated Arrival will be set for you. Actual Arrival Time and Actual Travel Duration are set when using the Field Service Mobile Application. Booking Timestamps For each Booking Status change a booking timestamp is created. Booking Timestamps track the date/time for each status change. Booking Journals Booking Journals are created from the Booking Timestamps and track the Start, End, Duration, and monetary information. © Microsoft Corporation. All rights reserved. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.

Customer Scenario - Resolution Refactoring Final Result HAPPY CUSTOMER = HAPPY LIFE  Reduced custom entities from 75+ to 15 Removed or changed synchronous plugins to Asynchronous Converted real-time workflows to background workflows Used client side scripting and business rules where appropriate. Work Order Service OOB Support for Pay Types Product Catalog Service Items OOB Field Service Features FS Price List Items Minimum Charge Timestamp Used for Time Entry customization Work Order Service Task Track if required tasks were completed OOB Field Service Integration with Incident Type

Unified Scheduling 4/6/2019 7:28 PM © Microsoft Corporation. All rights reserved. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.

Field Service Scheduling Performance and Accuracy 4/6/2019 7:28 PM Field Service Scheduling Performance and Accuracy Scheduling Settings Enable map access Default radius Auto filter service territory Custom geo data entity Schedule Board Tabs Default tab settings How many tabs is too many Default Schedule Board © Microsoft Corporation. All rights reserved. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.

4/6/2019 7:28 PM Field Service Scheduling Schedule Board Views – Hourly, Days, Weeks, Months © Microsoft Corporation. All rights reserved. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.

Field Service Mobile Application 4/6/2019 7:28 PM Field Service Mobile Application © Microsoft Corporation. All rights reserved. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.

Mobile Scenarios Mobile Project Development Offline vs. Online mode Data usage What should NOT be done in offline mode Synchronization performance Number of entities on the mobile device Incremental and Full Synchronization Why incremental synchronization can be slower. Mobile Project Development Always clone Microsoft template project When and when not to use child projects © Microsoft Corporation. All rights reserved. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.

Mobile Scenarios Offline recommendations 4/6/2019 7:28 PM Mobile Scenarios Offline recommendations Good: Typically less cell data usage Manage bookings when offline Work where no cell signal available Better experience for Field Service Engineer, no need to worry about being connected Bad: Current day schedule board will not show what is happening real time Field Service Engineer waiting for synch Current day scheduling can be difficult © Microsoft Corporation. All rights reserved. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.

Data Integration 4/6/2019 7:28 PM © Microsoft Corporation. All rights reserved. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.

Data Integration What to integrate and when 4/6/2019 7:28 PM Data Integration What to integrate and when What: Products & Price Lists Invoices Inventory Adjustment, Inventory Transfer When: Inventory transactions or Inventory quantities Invoicing Create invoices in CRM Work Order Creation Agreements © Microsoft Corporation. All rights reserved. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.

Please evaluate this session Your feedback is important to us! 4/6/2019 7:28 PM Please evaluate this session Your feedback is important to us! Please evaluate this session through MyEvaluations on the mobile app or website. Download the app: https://aka.ms/ignite.mobileApp Go to the website: https://myignite.techcommunity.microsoft.com/evaluations © 2014 Microsoft Corporation. All rights reserved. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.

4/6/2019 7:28 PM © Microsoft Corporation. All rights reserved. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.