Course 81065
Dynamics 365 Field Service Workshop (CRM) MB2-877

Course Description

This workshop provides you with the skills you need to manage the Field Service modules in Microsoft Dynamics 365 (CRM 2016). Your organization may already own Field Service but you need to know how to set it up.

This 1 day, instructor-led, workshop provides you with the skills to administer and maintain Field Service. Additionally, this workshop, is useful for individuals who manage the Dynamics 365 (CRM) infrastructure or develop applications to extend Dynamics 365 (CRM).

Corresponding Exam: MB2-877: Microsoft Dynamics 365 for Field Service

Who should Attend:

If your organization is using Dynamics 365 or CRM 2016 you need to learn how to use the Field Service application. This workshop helps Field Service Managers, Professional consultants, system integrators, and support professionals who work with Dynamics 365 or (CRM 2016).

After completing this workshop, students will be able to:

  • Schedule and track work-in-progress
  • Manage Customer Interactions
  • Improve profitability by optimizing schedules
  • Manage Contracts and Service scheduling
  • Manage inventory and Purchasing
  • Configure and Manage Mobile Devices
  • Configure Alerts and responses.

Course Outline

Module 1: Introduction to Dynamics 365 Field Service

Lessons

  • The case for field Service
  • Examples of companies who improved by using Dynamics Field Service
    • Sales: Technicians can identify and create opportunities in the field for sales teams.
    • Project Service Automation: Use the same resource pool for short or long-term projects.
    • Customer Service: Accept customer concern calls through phone, email, social, or chat.
    • Operations: Automate warehouse processes.
    • Sales: Technicians can identify and create opportunities in the field for sales teams.

  • Field Service Process Flow

Module 2: Setup and Configuration

Lessons

  • Deploying the Dynamics 365 Field Service Solution
  • Factors to be considered in Planning Field Service Implementations
  • Setup and Configure Field Service
  • Field Service Security Profiles (roles)
  • Detail Initial Configuration Settings
  • Demonstrate Setting up Field Service Resources
  • Explore how to use Products and Price Lists in Field Service

Module 3: Work Order Management

Lessons

  • The Work Order Management Process
  • Explain Scheduling and Dispatching in Field Service
  • The Work Order Life Cycle
  • The Records that are Used with Work Orders
  • Customer Assets in Field Service

Module 4: Agreements

Lessons

  • Agreements in Field service
  • Defining agreements
  • Agreement bookings
  • Create and Manage Agreements
  • Define Bookings and Invoices
  • Planning for scheduled Maintenance
  • Customer Assets are used in Field Service

Module 5: Scheduling and Dispatching

Lessons

  • Detail the different scheduling options in Field Service
  • Manually Scheduling, the Schedule Assistant, Automatic Scheduling
  • Demonstration working with the Schedule Board
  • Demonstrate using the Schedule Assistant
  • Explain Resource Scheduling Optimization

Module 6: Inventory and Purchasing

Lessons

  • The Purchasing Process
  • Customer assets
  • Working with Inventory
  • Managing inventory
  • Purchasing
  • Processing returns
  • Managing Adjustments and Transfers

Module 7: Mobility

Lessons

  • Different scheduling options in Field Service
  • Working with the Schedule Board
  • Using the Schedule Assistant
  • Resource Scheduling Optimization

Module 8: Field Service and Customer Service

Lessons

  • Customer Management in Customer Service
  • Service Contracts and Warranties
  • Transfer between Customer Service and Field Service

Module 9: Review Workshop

  • Dynamics 365 Field Service
  • Setup and Configuration
  • Work Order Management
  • Agreements
  • Scheduling and Dispatching
  • Inventory and Purchasing
  • Mobility
  • Field Service and Customer Service
  • Review Microsoft Dynamics 365 Field Service Exam MB2-877

Prerequisites

This course requires that you meet the following prerequisites:

  • Dynamics 365 Customer Service workshop is helpful as Field Service pulls information from the Customer Service module.

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