1. CRM for Microsoft Dynamics 365
What’s New in Field Service?
CRM for Microsoft Dynamics 365
BILL KERN
Senior Architect – Field Service Practice

2. SERVICE
SUPPORT
We are a professional services firm 100% focused on CRM for Microsoft Dynamics 365.
EDUCATION
ADD-ONS

3. Your Presenter Meet Your Presenter Bill Kern Image
Facebook.com/PowerObjects
Bill Kern
Image
Senior Architect – Field Service Practice
PowerObjects Milwaukee
x765

4. What’s new in Field Service for Dynamics 365
New Schedule Board UI
Schedule more than Work Orders
Sales Cycle with Agreements
Integration with Outlook
RSO (Resource Schedule Optimization)
Connected Field Service

5. DEMO
Our POV

6. Sales Cycle with Agreements
Agreements are now related to opportunities, quote, and order entities. Line items for each of these entities can be related to an agreement and a different service account.

7. Top Benefits of RSO SLA Compliance(+) FTFR(+) Travel Costs (-)
Total WOs, WO Priorities
Technicians, Capacity, Costs
Locations, Drive times, distances,
SLAs, Booking Windows, MTTS
Match Skills, Expertise
Access hours, Holidays
Costs, Overtimes thresholds
Preferred Tech,
Working hours, Breaks
SLA Compliance(+)
FTFR(+)
Travel Costs (-)
Overtime Cost(-)
Tech Utilization (+)

8. What is the RSO? Run RSO WO #1 WO #2 WO #3 WO #8 WO #2 WO #50
Travel distance
WO #4
WO #5
WO #6
WO #48
WO #9
WO #11
Working hours
Skillset
WO #7
WO #8
WO #9
WO #7
WO #1
WO #5
Priority
Promised time windows
WO #10
WO #11
WO #12
WO #4
WO #10
WO #12
and more …
WO #48
WO #49
WO #50
WO #6
WO #49
WO #3

9. What is the RSO? Run RSO WO #8 WO #8 WO #2 WO #50 Travel distance
Working hours
Skillset
WO #7
WO #1
WO #5
Priority
Promised time windows
Once RSO is completed the dispatcher still has the ability to manage exceptions. Like the cancellation of Work Order #8 (Click on WO #8) or rearranging Work Order 48 and 11. (Click on WO #48).
WO #4
WO #10
WO #12
WO #6
WO #49
WO #3

10. Microsoft Azure IoT Suite with Connected Field Service
Connect and scale
with efficiency
Analyze and act
on new data
Integrate and transform
business processes
Talking Points
Let’s take a deeper look into our end-to-end capabilities of the Azure IoT Suite.
We’ll start with connecting and scaling to millions of devices efficiently
Use the Azure IoT Suite to connect your devices, sensors and systems to the cloud with confidence.
You can connect your devices irrespective of the operating systems they run by using the client agent libraries.
We’ve designed Azure IoT Suite to connect up to millions of devices worldwide.
Next, once you have the data collected all the data Azure IoT Suite makes it easy to help you analyze the data
First of all in order to properly analyze the data, you need to know which device is sending what data. The device registry in Azure IoT Suite allows gives a unique ID, and authorization credentials to each of your device. This way you can securely connect to these devices and even revoke connectivity on a per device basis if need. Of course, there is two bidirectional control so you can not only ingest data but also send back commands to the devices.
After you have the data streaming in from these devices you can act on it in real time based of rules and actions. Azure IoT Suite also allows you to do predictive analytics through the use of machine learning.
Azure IoT Suite also allows you to build customized dashboards to help with the visualization of the data, key KPIs, etc.
Now, once you have the insights
Azure IoT Suite also allows you to build customized dashboards to help with the visualization of the data, key KPIs, etc. Use the Azure IoT Suite to create rich dashboards and reports so the right people in your company have access to the data and insights they need.
Lastly as we discussed before all this is quite useless unless you can integrate with business back-end and automate business processes
Integrates with your company’s existing back-end systems to enable you to make the best use of the data and processes you already have.
Whether it’s as simple as sending a text or integrating with your CRM or ERP system
Ex. and managed remotely. You set up rules to trigger an alert when real-time data shows a certain set of warning signs. That alert can even drive remote actions to remediate the issue such as creating a ticket in the CRM system and dispatching a service technician or launching a software patch.
Analytics
Customer Assets
Device Registry
Work Orders
Rules and Actions
Schedule Routing & Optimization
Connected Field Service

11. Connected Field Service - IoT Device

12. Connected Field Service – Service Alert

13. Connected Field Service - Case

14. Connected Field Service – Work Order

15. Connected Field Service – Mobility and AssetTrack

16. Outlook Integration

17. Outlook Integration
With simple out­ of ­the ­box configurations, any booking, whether field service work order, project service task, or personal time off can be synced to a Resource’s (User’s) Outlook calendar. This is a one ­way sync and edits made in Outlook are not sent back to Dynamics 365.

18. Take a Deeper Dive into CRM for Dynamics 365
Upcoming Offerings:
Update (3 Days)
January | Minneapolis
March 6-8 | Minneapolis
Boot camp (5 Days)
January 30-February 3| Minneapolis
February 27-March 3 | Toronto
Visit: powerobjects.com/dynamics-crm-events
Promo Code: “CRMforDynamics365” for 10% off*
*Expires March 30, 2017
Visit: CRMUGSummit.com
Use Code: PO16 for 10% off

19. THANK YOU! What’s New Overview January 5, 1pm - 1:30pm CST
What’s New in Field Service January 10, 1pm - 1:30pm CST
App for Outlook January 12, 1pm - 1:30pm CST
Relationship Insight January 17, 1pm - 1:30pm CST
Mobile Features January 19, 1pm - 1:30pm CST
What’s New in Portals January 24, 1pm - 1:30pm CST
Designing the User Experience January 26, 1pm - 1:30pm CST
Learning Paths January 31, 1pm - 1:30pm CST
What’s New in Project Service February 2, 1pm - 1:30pm CST

20. SERVICE
SUPPORT
QUESTIONS?
EDUCATION
ADD-ONS

21. Your Presenter Meet Your Presenter Bill Kern Image
Facebook.com/PowerObjects
Bill Kern
Image
Senior Architect – Field Service Practice
PowerObjects Milwaukee
x765