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>> Hey, everyone. Let's take a look
at some of the great capabilities of
Dynamics 365 Field
Service for dispatcher,
field technician, and
service manager roles.
Logging into Dynamics
365 in my web browser,
I can navigate to the
Field Service app and see
all my important field
service information along
the side and a beautiful
and responsive interface.
Here we are seeing things
like my customer accounts,
work orders, agreements,
managed assets, and more.
Let's take a look at one
of our customer accounts.
Here we are seeing
basic information like
account name, phone number,
a timeline of events,
the location on a map,
and a primary contact.
My relationship assistant
is telling me that there's
an opportunity for this
customer that is closing soon.
Let's go ahead and take a look.
Here the customer is interested
in purchasing a motor from us.
After the opportunity has
been qualified, developed,
and proposed, we can
convert it to a work order.
So heading to the Field Service tab,
we can note what kind
of work order we need.
In this case, we're going to install
it and then we can go ahead and
convert it to a worker order.
Converting it to a work order
means that we need to
send technicians to
the customer's location to install
the newly purchased motor.
Our new work order has
pulled information from
the opportunity like the customer
and the work order type,
which is an installation.
But we can also add more details
such as that this is
a motor installation.
This adds a description and estimates
that it takes about three hours.
Other details we're seeing are
instructions that are passed
on based on the account.
We're also seeing a reference to
the original opportunity that
resulted in this work order.
Also pass from the account,
we're seeing the location.
If you zoom in here,
we can even get more
specific and choose
the exact location of
the account in case
this address represents a large area.
Finally, when we're done with this,
we'll go ahead and note that
this work order is
ready for dispatch.
Doing so outlines the three resources
we need for the installation.
Each has different skills and has
a different role as shown here.
But all of them must belong
to the Seattle area and they
all must be available for
three hours to do this job.
Once we're ready with our
resource requirements,
we'll go ahead and select "Book".
The system will find for
me the three resources I
need with the right
requirements in availability.
It will even tell me how
far away they are from
the job based on their
current schedules.
From here, I can go ahead and
select the three resources I
want and then click "Book and exit"
to schedule it to all of them.
Now, after the
equipment is installed,
we need to maintain it.
This reflects a trend in
the field service industry,
where products and maintenance
services are bundled together.
Heading over to agreements,
we have an agreement to perform
monthly maintenance as shown here.
This includes a two-hour
inspection that occurs every
month for the particular
asset that was installed.
In this case, the motor.
Automatically each month, the
system will generate work orders.
Here we have the standard
inspection work order
that takes two hours,
and this time it's tagged to
the particular asset that
needs to be inspected.
Similar to before, we
will select "Book".
In this case, we are utilizing
the Quick book feature,
where with one click,
the system will choose
the best resource to
perform this inspection job for me.
However, even though our equipment is
high-quality and even though we
perform monthly inspections,
we still need to closely
monitor the asset to ensure up
times to meet our service level
agreement with our customer.
For this, we use Azure IoT
and Connected Field Service
that allows us to monitor signals
coming from the servo motor.
As an example, we can monitor
various sensors on the
motor that measure
acceleration, humidity,
and temperature.
Here's an example of temperature
readings coming from the device.
In addition, we can set
up workflows called
rules that can notify us if,
for example, the
temperature is too high.
If the temperature is too high,
this creates what's called an alert.
Here's an alert that's
in Dynamics that was
passed along from Azure IoT.
We can see basic information like
the exact temperature reading and we
can also see the customer
assets this relates to.
If needed, an e-mail can also
be sent to the customer or
other stake holders notifying
them of a potential issue.
Additionally, because
of the urgency of this,
the system automatically
created a work order for us.
Here's the work order
and it's related to
the asset and the IoT
alert that created it.
Based on the particular issue,
the system identify that a core
part needs to be replaced,
and this generally takes three hours.
Because of the urgency of this,
it was automatically scheduled.
If we head to the schedule board,
we can see it here.
The color in the top
right, which is red,
indicates that it's a high priority
job and it was picked up by
our automated scheduling
system that assigned it to
the best and most available
resource that could do the job.
Next, let's dive into
the schedule board
more and see how it helps
dispatchers assign work.
Let's take a look at the schedule
of one of our resources.
All of this person's
bookings are blue.
This means that they are scheduled,
but work has not begun on them yet.
The line before each
booking represents
the travel time to get from the
previous location to this job.
Because of automated scheduling
with resource scheduling
optimization,
the jobs are scheduled
back-to-back and
travel time is minimized
across all resources.
On the left is a map view
of the current board.
We can isolate an individual
resource and see his or her route.
The resource starts his day
here as shown on the map,
goes to his first job here,
his second job here,
and so on and so forth
throughout the day.
We can also see jobs that
have not been scheduled yet.
These are shown as red pins
with question marks on the map.
We can also see how
these jobs relate to
current jobs and current
routes among all resources.
A dispatcher can simply select
a pin and drag it to a
resource who has availability.
This will update the
schedule and it will
also update the map
showing the new route.
From here, we can simply
select that route
and drag it to yet another
pin to add onto the schedule.
Just then one of our
resourcers calls in sick.
From the schedule board, we
can record the sick day.
Here we just add information such as
the resourcers name,
a brief description,
in this case, out sick,
start and end times and a
status that says Out of office.
Then we simply save and close.
The fact that this resource is
out will display in
the schedule board.
We can see a yellow booking here
that's taking up the entire day.
Next, we need to find
substitutions for his jobs.
For the first one,
we can simply select
"Re-book" and the system will
find appropriate resources
based on skills,
role, availability and location.
Here I see one
recommendation is Ricardo of
Sealy and I'll go ahead
and select this time,
assign a status and
then re-book and close.
For a simpler substitution,
I can go ahead and select this job,
choose "Substitute Resource" and
then I could find a resource
who has availability,
in this case Edgar and then reassign.
This moves the job
to Edgar's schedule.
However, at this point we have
moved Edgar's schedule around.
To ensure that he
still has good route,
we're going to go ahead, select
Edgar and then choose
"Optimize Schedule".
This will trigger single
resource optimization.
Here we can see this system
is looking for a way to order
these schedules in order
to minimize travel time.
Once it finds the best route,
it'll go ahead and book them
as seen here and of course,
the map will be updated.
Beyond managing schedules,
the schedule board
helps dispatchers
understand capacity.
As an example, for a day,
a week or even a month,
you can see how many hours of
work resourcers are scheduled.
The colors indicate if
they are meeting or
exceeding define utilization targets.
Zooming out, you could have
numerous scheduled board tabs
as shown across the top here.
Each schedule board tab can display
different resources
in different jobs.
This is typically to reflect
different geographic
territories that your business
may operate in or different lines of
business that offer different
products and services.
Let's take a look at the field
technician role who will view
their work orders on
the Field Service Mobile app
on their phones and tablets.
I'm viewing the Field Service
Mobile app on my Windows 10 device,
but it is available
as a native app on
Apple and Android platforms as well.
Starting the day, a field
technician will log in with
his or her dynamics credentials
and sync to the server to get
his or her latest schedule.
The mobile app has full
offline capabilities,
which means you can
download data locally to
use when there's no Internet access.
By selecting this button,
I can go to offline mode.
The bookings tab shows my agenda for
today as well as this week and month.
However, I've just received
a push notification that I've
been booked to a new job.
This means it is important,
so I'll take a look.
Here I had been scheduled
an urgent work order.
I can see that it was generated from
an IoT alert and it's a
diagnosis and repair job.
I'll notify the team that
I'm heading there by
changing the status to traveling.
Next, I can see the location
on the map and then
trigger turn-by-turn directions
with an app of my choice.
Once on site, I'll change
the status to "In Progress".
Next, I'll begin the work.
First thing I'll do is locate
the motor asset that needs attention.
I'll head to customer assets and
then trigger the barcode scanner.
I can confirm I'm looking at
the right asset by scanning
the barcode and I can see here
the system has located it for me.
Here I can see work orders related to
this asset and I can
also see a 3D model.
The 3D visual helps me
understand what I'm looking at
and effectively serves as
a 3D knowledge article.
Next, I'll begin the repair.
I'll first go through
my checklist of tasks.
I've confirmed the part to replace,
I've reviewed the procedure and
I'm ready to begin the repair.
If needed, I can record any parts I
use or labor I need to bill for.
I'm going to mark that I've used
this part by changing the status to
"Used" and drawing a quantity
in noting that it
comes from my truck.
As far as services,
I'm going to select
one of my services.
Also note that I've
used it and I'm going
to bill for 90 minutes and then save.
Because this is a native app,
I can trigger the device's camera
and audio as needed to record work.
This includes things like
capturing a picture,
choosing a picture
that's on my device,
selecting a file,
recording audio or video.
As I'm finishing, I notice
a competitor's product
onsite and I'm going to go
ahead and flag this
for the sales team
by saying that there's a
competitor's presence.
From here, I can
quickly create a lead.
Upon leaving, I'll
get a signature from
the customer and I'll
give her a quick sales pitch for
a promotion that we are running.
If she confirms interests,
I can go ahead and
mark that as well and
more information will be displayed so
I can talk about the details.
Then I'll change my
status to "Completed",
so the back office can be notified
and begin the next steps.
Other than completing work,
the Field Service Mobile
app integrates with
Exchange to display e-mails,
and my global maps shows
my other jobs as well
as warehouses nearby.
If needed, I can travel to
the warehouse and pick up
more inventory by recording
a transfer to my truck.
In this case, it will be from
the warehouse to my truck.
Finally, field technicians are
given mobile dashboards and reports.
One example is tracking my
personal first time fix rate.
This is used as a
friendly competition
among employees to reward good work.
Additionally, I could
see a breakdown of
the different types of jobs that I've
completed over the past week.
Lastly, let's view field service
from the service
manager's perspective.
Back on the schedule board,
dispatchers and managers
can view real-time status
updates across resources and jobs.
The light blue color here
denotes the work order
the field technician just
completed on his mobile device.
Additionally, the map also shows
the real-time location of resources
as they move from job to job.
Let's take a look at the
completed work order.
Here's our list of work orders and
we can click "See more detail."
Here's our work order that began as
an IoT alert when the temperature
threshold was exceeded.
We can see the status
is now completed based
on the status change of
the field technician.
We can also see a picture of
the customers signature here.
If needed, the manager can
review the products that
were used and billed,
the labor that was charged and
the tasks that were completed.
Here we can see one product was
used and a travel charge was added.
If everything is finished to
the customer satisfaction,
we can close out this work order as
manager by changing the
status to "Close Posted".
This creates an invoice
for the products and
services we use with the final price,
and it also tracks any new assets
installed at the customer's
location for service delivery.
Most importantly for managers,
many different parts
of the scheduling and
the service process are
measured for improvement.
This Power BI dashboard
embedded in field service
give service managers a view of
all of work orders being carried out.
Below that, we can see
those same work orders
by geography and service type,
whether it's an inspection,
service call or other,
as well as the cost.
We can zoom into specific geography
to see the breakdown as well.
Beyond that, service managers
want to view the first time fix rate,
which is the best
indicator for how well
on-site service providers
are performing.
This report allows managers
to view first time fix rate
as it relates to different
geographies and service call types.
As the day ends,
managers can look to
plan for tomorrow.
Unfortunately, sometimes not
all planned work orders are
finished and a manager may choose to
move all unfinished
jobs to the next day.
Here we have a simple
action to do so.
Finally, before going
home the manager may also
run Resource Scheduling
Optimization to run overnight.
This will re-optimize
the current schedules
that were moved to
the next day and add
more schedules to fill
availability with
the latest schedule information
from customers and employees.
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