Practice Lab 1 - Configure Dynamics 365 Field Service

Scenario

Contoso Coffee produces high-quality coffee and coffee machines. Their products are sold through retail channels including new Contoso retail stores in premium locations, premium food resellers and the Contoso Coffee Web Site. Even though their products are sold through different channels, they have certified technicians that either work directly for Contoso Coffee, or that work for authorized service providers.

Contoso coffee will be leveraging Dynamics 365 for Field Service to help manage machine installation for commercial vendors, and servicing machines for commercial and retail customers. You are the system implementor who has been tasked with configuring the Dynamics 365 Field service to support their rollout of the application.

Contoso wants to leverage the Dynamics 365 product catalog to define the products and services that will be delivered on work orders. Additionally, Contoso splits their service zones into territories to make it easier to schedule onsite workers. You have been asked to configure the system to support these needs.

Upon successful completion of this lab, you will have successfully configured the following:

Ensured that Bing Maps can be used with resource scheduling.
Defined the different territories boundaries required.
Defined the Products and Services that will be delivered in the Product Catalog.

Exercise 1 – Map Configuration

Task 1 - Enable Bing Maps to use with Resource Scheduling

To ensure Contoso can take full advantage of all the scheduling and mapping capabilities available with Dynamics 365 Field Service, you need to ensure that it is configured to use a mapping provider. Bing Maps is the default map provider, but additional providers could be enabled. For the purposes of this exercise, we will be using Bing Maps.

In the Dynamics 365 Field Service app, click the Resources area in the bottom-left of the sitemap, and in the Administration group select Scheduling Parameters.
Open the Resource Scheduling record.
Locate the Connect to Maps field. This should be set to Yes.
If Connect to Maps is set to No, set it to Yes and click OK from the popup.
Click Save and Close.

Exercise 2 - Configure Territories

As mentioned previously, Contoso breaks the areas that they service into different territories. In this exercise, you will define the territories that will later be associated with Contoso’s different resources and work orders.

Task 1 - Define Territories

In the Dynamics 365 Field Service app, click the Settings area in the bottom-left of the sitemap, and in the General group select Territories.
Click + New located on the command bar.
Enter [your prefix ex. mollyc] + North for Territory Name and click Save. Click + New.
Enter [your prefix ex. mollyc] + South for Territory Name and click Save. Click + New.
Enter [your prefix ex. mollyc] + East for Territory Name and click Save. Click + New.
Enter [your prefix ex. mollyc] + West for Territory Name and click Save & Close.
You will now have four Territories with your prefix.

Exercise 3 - Create Products

When onsite workers are servicing customers, they will often be installing, or replacing parts on different machines. Contoso wants to be able to track the products being installed, as well as the different services an onsite worker might provide. You will need to add different products and services to the Dynamics 365 Product Catalog to support this.

Task 1 - Add Inventory Product

In the Dynamics 365 Field Service app, click the Settings area in the bottom-left of the sitemap, and in the General group select Products.
Click Add Product.
Enter [your prefix ex. mollyc] + Remote Printer for Name.
Enter [your prefix ex. mollyc] + Print-Serv-1234 for Product ID.
Select Default Unit for Unit Group.
Select Primary Unit for Default Unit.
Set Decimals Supported to 2.
Select the Field Service tab.
Set Field Service Product Type to Inventory.
Set Taxable field to No.
Click Save. (You may see a warning that a default price list has not been set. You can ignore this.)
Click Publish and click Confirm from the popup.
Click Save & Close

Task 2 - Add Non-Inventory Product

Click Add Product.
Enter [your prefix ex. mollyc] + Monthly Printer Maintenance for Name.
Enter [your prefix ex. mollyc] + Print-Maint for Product ID.
Select Default Unit for Unit Group.
Select Primary Unit for Default Unit.
Set Decimals Supported to 2.
Select the Field Service tab.
Set Field Service Product Type to Non-Inventory.
Set Taxable field to No.
Click Save. (You may see a warning that a default price list has not been set. You can ignore this.)
Click Publish and click Confirm from the popup.
Click Save & Close

Task 3 - Add Service Product

Click Add Product.
Enter [your prefix ex. mollyc] + Printer Service Fee for Name.
Enter [your prefix ex. mollyc] + Printer-Service-Fee for Product ID.
Select Default Unit for Unit Group.
Select Primary Unit for Default Unit.
Set Decimals Supported to 2.
Select the Field Service tab.
Set Field Service Product Type to Service.
Set Taxable field to No.
Click Save. (You may see a warning that a default price list has not been set. You can ignore this.)
Click Publish and click Confirm from the popup.
Click Save & Close

Task 4 - Add Products to a Price List

In the Dynamics 365 Field Service app, click the Settings area in the bottom-left of the sitemap, and in the General group select Price Lists.
Click + New.
Enter [your prefix ex. mollyc] + Price List for Name.
Click Save.
Select the Price List Items tab.
Click + New Price List Item.
Select the [your prefix] Remote Printer product you created in Task 1.
Select Primary Unit for Unit.
Select the Pricing Information tab.
Select Currency Amount from the Pricing Method drop-down field.
Enter 1000.00 for Amount.
Click Save & Close.
Click + New Price List Item.
Select the [your prefix] Monthly Printer Maintenance product you created in Task 2.
Select Primary Unit for Unit.
Select the Pricing Information tab.
Select Currency Amount from the Pricing Method drop-down field.
Enter 750.00 for Amount.
Click Save & Close.
Click + New Price List Item.
Select the [your prefix] Printer Service Fee product you created in Task 3.
Select Primary Unit for Unit.
Select the Pricing Information tab.
Select Currency Amount from the Pricing Method drop-down field.
Enter 150.00 for Amount.
Click Save & Close.
Click Related on the Price List and select Field Service Price List Items.
Click + New Field Service Price List Item.
Enter [your prefix ex. mollyc] + Printer Service Fee for Name.
Select Yes from the Flat Fee drop-down field.
Select the [your prefix] Price List price list you created in Task 4.
Select the [your prefix] Printer Service Fee product you created in Task 3.
Click Save & Close.