Introduction: Work Hours mentioned under a User/Bookable Resource aren’t the same as they show. Ever wondered what is Cross Day on Work Hours for a Bookable Resources in Dynamics 365 PSA or Field Service? Or even User record for that matter? And why not the actual Work Hours a resource is set to? You should see this – instead of this – Reasoning: So, The Bookable Resource’s time zone is GMT. And so is the same time zone of the logged in user i.e. GMT. In that case, you’ll see the actual time set for the user i.e. 8am to 5pm. But, let’s say, you are in a different time zone – Sydney, for example. And you are viewing Work Hours for a Bookable Resource who was set in some other time zone, their time conversion to your time will result in “crossing the day” over and hence, you see “Cross Day”.

In order to help your organization manage complex service management track assets and inventory, identify and dispatch resources, and manage service order Microsoft has given D365 field service which is an end to end solution that turns out to be an integral part of your day to day business. It provides customers with proactive updates and self service portals that helps is tracking of technicians hence giving customers a smooth and positive experience at every step. Detecting troubleshooting and resolving issues has been made possible through Dynamic 365 field service due to which a technician is dispatched only when it is necessary. A real time guidance is provided in order to build customer trust and improve resolution time which empowers technicians with a 360 degree view of the customers. Introduction: Sometimes, stock Schedule Board doesn’t quite do justice by default to your bookings and how Dispatchers see this information today. Out-of-the-box information on a Bookable Resource Booking looks like this – What if you want to modify this information and show what’s relevant to Dispatchers? Modifying the Schedule Board: You can modify the details of what you need to see on the booking by modifying/configuring some details as shown below: First, this is how the default Booking Template looks like – Double-click on the board you want to make changes to (Or, navigate to Tab Settings). As in picture 1 above, double-click on Initial Public View to open the Tab Settings area, then look for Schedule Types section and look for Work Order / Project entity (depending on which entity’s Bookings you want to effect.) In the Booking Template section, write this sample code which will show different information other than what comes out-of-the-box. Sample Code: Customer:{msdyn_msdyn_workorder_bookableresourcebooking_WorkOrder.msdyn_account_msdyn_workorder_ServiceAccount.name} WO Name: {msdyn_msdyn_workorder_bookableresourcebooking_WorkOrder.msdyn_name} Type: {msdyn_msdyn_workorder_bookableresourcebooking_WorkOrder.msdyn_workordertype} 5. Once finished, click Apply. The Schedule Board will refresh and you’ll see the updated information as shown below: And very simple, you’ve modified the Booking Template without much hassle or complex coding.

Introduction: Field Service in PSA uses Incident Types. Incident Types can be defined to showcase what are the most common scenarios for field works on a particular Work Order. Having generic tasks, skillsets defined for an Incident Type saves the effort to re-enter the iterative information on a WO. Setting Up Incident Types: Field Service Incident Types can be defined in FS Administration area as shown below: Assuming I’m a branded furniture reseller, most common tasks for my technicians on field is assembling wooden furniture like Beds, Cupboards, Tables etc. So, I’ll create a generic Incident Type called as Furniture Assembly. What all to enter in Incident Types 1. Incident Types has first important section called as Characteristics. Meaning, any resource with that Skillset is required to be performing this WO. In my example, I want the carpenter to be Proficient in using Sawing and Drilling. 2. Next, is the Details In this section, Estimated Duration is automatically calculated based on the Service Tasks (point no. 3 below) to be performed by the resource and what should be the Default Work Order type. Note: Once when Default Work Order Type is selected, if you select the Primary Incident Type on the WO, the Work Order Type is automatically picked in the Work Order you are creating. 3. Service Tasks is the next section where you can list what common tasks should be performed by the resource on field. With the Estimated Duration entered, they drive the Estimated Duration on the Incident Type itself. 4. Products section is next where you can enter the Products that will be used by the field service agent in order to perform their required task. Products can be Inventory, Non-Inventory depending on their use. 5. Services are what field service agents will provide to the customers and might charge for it. Products of type Services can be entered here. Adding Details to the Work Order: Once your Incident Types are set up, you can use them in your WO and get all the data in the WO itself! You can choose to override any data from it if you want. Create a WO and fill out the common details. Then, select the Primary Incident Type as the one you selected. And when you select it, you’ll see the WO type has been automatically populated. And once you save, details from the WO like the Characteristics, Incidents, Service Tasks, Services and Products have been auto-populated. This makes things a lot easier!