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 [your prefix ex. mollyc] + Service Call for Name.

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

5. Select No from the Taxable drop-down field.

6. Select the [your prefix] Price List record you created in the previous lab for Price List.

7. Click Save & Close

8. Click + New.

9. Enter [your prefix ex. mollyc] + Inspection for Name.

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

11. Select No from the Taxable drop-down field.

12. Select the [your prefix] Price List record you created in the previous lab for Price List.

13. 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 [your prefix ex. mollyc] + Clean Printer Assembly for Name.

4. Select 30 Minutes for Estimated Duration.

5. Click Save and Close.

6. Click + New.

7. Enter [your prefix ex. mollyc] + Replace Toner for Name.

8. Select 15 Minutes for Estimated Duration.

9. Click Save and Close.

10. Click + New.

11. Enter [your prefix ex. mollyc] + Final Test for Name.

12. Select 15 Minutes for Estimated Duration.

13. Click Save and Close.

14. Click + New.

15. Enter [your prefix ex. mollyc] + 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 [your prefix ex. mollyc] + Service Printer for Name.

4. Select the Details tab.

5. Select the [your prefix] 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 [your prefix ex. mollyc] + Clean Printer Assembly for Name.

11. Select the [your prefix] 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 [your prefix ex. mollyc] + Replace Toner for Name.

15. Select the [your prefix] 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 [your prefix ex. mollyc] + Final Test for Name.

19. Select the [your prefix] 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 [your prefix ex. mollyc] + Remote Printer for Name.

24. Select the [your prefix] 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 [your prefix ex. mollyc] + Printer Service Fee for Name.

31. Select the [your prefix] 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 [your prefix] CISM characteristic you created in a previous lab for Characteristic.

37. Select the [your prefix] 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 [your prefix] Building Security characteristic you created in a previous lab for Characteristic.

42. Select the [your prefix] 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 [your prefix ex. mollyc] + 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 [your prefix ex. mollyc] + Jane for First Name.

8. Enter Doe for Last Name.

9. Select the [your prefix] 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 the [your prefix] Relecloud account you created in Task 1 for Service Account.

4. Select the [your prefix] Service Call you created in a previous lab for Work Order Type.

5. Select No from the Taxable drop-down field.

6. Select the [your prefix] 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 [your prefix] Remote Printer Product was added.

10. Select the Services tab and verify that the [your prefix] 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.