Practice Lab 4 - Incident types

Scenario

Many of Contoso Coffees’ work orders are similar in the fact that the products, services, and tasks are all the same. One that they perform often is preventative maintenance on commercial coffee equipment. To improve the amount of time that it takes to enter items into the system, Contoso wants to have templates that can be selected when new work orders are created that will pre-populate information onto a work order.

In this lab, you will be creating an Incident Type that will be used for preventative maintenance as a template for creating work orders.

Exercise 1 – Create an Incident Type

In this exercise you will create and populate a preventative maintenance inspection Incident Type that will be used as a template for creating work orders.

Your Incident Type will include the following:

• The Products and Services to be delivered
• The Service Tasks (with time estimates) that will need to be done.
• Any Skills/Certifications that would be required for a technician to have.

Task 1 - Work Order Type

1. In the Dynamics 365 Field Service app, click the Settings area in the bottom-left of the sitemap, and in the Work Orders group select Work Order Types.

2. Click + New.

3. Enter Service Call for Name.

4. Select Yes from the Incident Required drop-down field.

5. Select the Price List record you created in the previous lab for Price List.

6. Click Save & Close

7. Click + New.

8. Enter Inspection for Name.

9. Select No from the Incident Required drop-down field.

10. Select the Price List record you created in the previous lab for Price List.

11. Click Save & Close

Task 2 – Service Task Types

1. In the Dynamics 365 Field Service app, click the Settings area in the bottom-left of the sitemap, and in the Work Orders group select Service Task Types.

2. Click + New.

3. Enter Clean Printer Assembly for Name.

4. Select 30 Minutes for Estimated Duration.

5. Click Save and Close.

6. Click + New.

7. Enter Replace Toner for Name.

8. Select 15 Minutes for Estimated Duration.

9. Click Save and Close.

10. Click + New.

11. Enter Final Test for Name.

12. Select 15 Minutes for Estimated Duration.

13. Click Save and Close.

14. Click + New.

15. Enter Inspection for Name.

16. Select 45 Minutes for Estimated Duration.

17. Click Save and Close.

Task 3 – Incident Type

1. In the Dynamics 365 Field Service app, click the Settings area in the bottom-left of the sitemap, and in the Work Orders group select Incident Types.

2. Click + New.

3. Enter Service Printer for Name.

4. Select the Details tab.

5. Select the Service Call work order type you created in Task 1 for Default Work Order Type.

6. Select Yes from the Copy Incident Items to Agreement drop-down field.

7. Click Save.

8. Select the Service Tasks tab.

9. Click + New Incident Type Service Task.

10. Enter Clean Printer Assembly for Name.

11. Select the Clean Printer Assembly service task type you created in Task 2 for Task Type.

12. Click Save and Close.

13. Click + New Incident Type Service Task.

14. Enter Replace Toner for Name.

15. Select the Replace Toner service task type you created in Task 2 for Task Type.

16. Click Save and Close.

17. Click + New Incident Type Service Task.

18. Enter Final Test for Name.

19. Select the Final Test service task type you created in Task 2 for Task Type.

20. Click Save and Close.

21. Select the Products tab.

22. Click + New Incident Type Product.

23. Enter Remote Printer for Name.

24. Select the Remote Printer product you created in a previous lab for Product.

25. Select the Primary Unit for Unit.

26. Enter 1 for Quantity:.

27. Click Save and Close.

28. Select the Services tab.

29. Click + New Incident Type Service.

30. Enter Printer Service Fee for Name.

31. Select the Printer Service Fee product you created in a previous lab for Service.

32. Select the Primary Unit for Unit.

33. Click Save and Close.

34. Select the Characteristics tab.

35. Click + New Incident Type Characteristic.

36. Select the CISM characteristic you created in a previous lab for Characteristic.

37. Select the Familiar rating you created in a previous lab for Rating Value.

38. Click Save and Close.

39. Select the Characteristics tab.

40. Click + New Incident Type Characteristic.

41. Select the Building Security characteristic you created in a previous lab for Characteristic.

42. Select the Level 2 Security rating you created in a previous lab for Rating Value.

43. Click Save and Close.

Exercise 2 – Test the Incident Type

Now that you Incident Type is created, In this exercise you will create a work order by using the incident type.

Task 1 - Create Customer

1. In the Dynamics 365 Field Service app, click the Service area in the bottom-left of the sitemap, and in the Customers group select Accounts.

2. Click + New.

3. Enter Relecloud for Account Name. Click Save.

4. Click Save & Close.

5. Click on Contacts in the Customers group of the sitemap.

6. Click + New located on the command bar.

7. Enter Jane for First Name.

8. Enter Doe for Last Name.

9. Select the Relecloud account you created in Task 1 for Account Name.

10. Click Save & Close.

Task 2 – Create a new Work Order using an Incident Type

1. In the Dynamics 365 Field Service app, click the Service area in the bottom-left of the sitemap, and in the Scheduling group select Work Orders.

2. Click + New.

3. Select Work Order(Legacy) form under New Work Order for the Work Order. If Required select Discard changes.

4. Select the Relecloud account you created in Task 1 for Service Account.

5. Select the Service Call you created in a previous lab for Work Order Type.

6. Select the Service Printer incident type you created in a previous lab for Primary Incident Type.

7. Click Save.

8. Wait about 30 seconds to a minute and click Refresh in the command bar.

9. Select the Products tab and verify that the Remote Printer Product was added.

10. Select the Services tab and verify that the Printer Service Fee was added.

11. Select the Service Tasks tab and verify that the three tasks were added.

12. Click Related and select Characteristics.

13. Verify that the two Characteristics defined on the Incident Type were added.