As we’ve seen here, the Microsoft Field Service Management solutions is an additional feature of Microsoft Dynamics 365. It helps companies to manage, in an effective and efficient way, it’s geographically distributed workforce, so they can offer their customers the best standards in service.

Considering the application configurations, we can say that Field Service is extremely flexible, with options capable of adapting its use to the customer needs. The main available options will be described in a series of articles that will show how to best adapt the solution to your business requirements.

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Assuming that you already have Field Service enabled in your environment and that you’re already capable of understanding the use purpose of the product, let’s now focus on the settings that can make a big difference when adapting Field Service in your company. We’ll discuss specifically of the options available in the menu Field Service > Administration.

Let’s do this!

Standard Definitions

From the submenu Field Service > Administration > Field Service Settings, you can make macro adjustments with a global effect on the product. That is, here is where you define the options that will impact all other functionalities, mainly prefix definitions, starting numbers and addresses geocoding. Those settings are ideally defined after the product activation before you start using it.

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Here, the options area divided into groups: work order / booking, RMA (Return Merchandise Authorization), RTV (Return to Vendor), Agreement, Purchase, Inventory and Other.

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Of the groups mentioned above, RMA, RTV, and Inventory have Prefix and Starting Number adjustments. They serve basically to define the name format (or title) that each created record will have. For example, if the Prefix is defined as FSvc and the starting number as 0100, the first created record will have its name defined as FSvc0100, the second as FSvc0101 and so on.

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The other groups also have these options, as well as others that we will cover next.

For example, in Purchase, you can configure how the system should behave if there is an attempt to use a product that is out of stock.

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In Contract, it’s possible to define advance pattern settings in months or days to automatic creation of Bookings, Invoices, Agreements and Work Orders, and also enabling or disabling the automatic generation of Work Orders.

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We can find more settings in the group Work Order / Booking. Among them, the standard status of Work Orders, when the system should automatically create an Invoice, standard Warehouse definition and the system behaviour for Work Order and Booking deactivation.

In this group, we can also configure the Resource Pay Types, which we’ll discuss in further detail in the second part of this article when we’ll talk about Resources.

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It’s in the Other group that we find the settings of Cost Order, Automatic Estimated Product Allocation and a very interesting feature of Field Service: address geocoding.

When enabled and properly configured, the geocoding feature allows the system to find the Latitude and Longitude of the accounts. These values are inherited by the Work Orders and enable the calculation of distance and time of travel between the Resource and the customer.

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In the next articles, we’ll talk specifically about the geolocation (or geocoding) and all its features.

As you must have noticed, in this menu alone (Field Service > Administration > Field Service Settings) we already have many settings to understand, apply and test to adapt the product to our needs. This is only the first of 25 (yes, twenty-five) currently available.

The correct system configuration represents a significantly big part of the implementation, but will certainly guarantee a highly pleasant experience with very positive results for your company.

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In the next article, we’ll talk about the settings of Resources and Bookings. And that will not be all, since we’ll still have to adjust the settings of Work Orders, Inventories, Contracts, and Invoices.

See you there!

Alan Farias
Solutions Architect at AlfaPeople