Practice Lab 5 - Work order management

Scenario

Contoso Coffee wants to make it as easy as possible for technicians who are working in the field. To accomplish this, they have identified a few areas that can help technicians. The first is by correctly prioritizing work orders. The second is by providing technicians with predefined resolutions that they can leverage when completing work orders. These resolutions will help Contoso better understand how items are being resolved.

In this lab, you will be:

• Defining different priorities that can be assigned to work orders.
• Defining resolutions.

Exercise 1 – Settings for work orders

In this exercise you will configure settings for work orders including priorities and resolutions.

Task 1 - Priorities

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 Priorities.

2. Click + New.

3. Enter [your prefix ex. mollyc] + Low for Name.

4. Select 1 from the Level of Importance drop-down field.

5. Enter 6CC6CC for Priority Color.

6. Click Save & Close.

7. Click + New.

8. Enter [your prefix ex. mollyc] + Normal for Name.

9. Select 4 from the Level of Importance drop-down field.

10. Enter FFA8FC for Priority Color.

11. Click Save & Close.

12. Click + New.

13. Enter [your prefix ex. mollyc] + High for Name.

14. Select 8 from the Level of Importance drop-down field.

15. Enter FF8E42 for Priority Color.

16. Click Save & Close

17. Click + New.

18. Enter [your prefix ex. mollyc] + Urgent for Name.

19. Select 10 from the Level of Importance drop-down field.

20. Enter FF1C33 for Priority Color.

21. Click Save & Close.

Task 2 - Resolutions

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 Resolutions.

2. Click + New.

3. Enter [your prefix ex. mollyc] + Replaced Toner for Name.

4. Click Save & Close

5. Click + New.

6. Enter [your prefix ex. mollyc] + Replaced Printer Drum for Name.

7. Click Save & Close

8. Click + New.

9. Enter [your prefix ex. mollyc] + Inspection complete no issues for Name.

10. Click Save & Close

11. Click + New.

12. Enter [your prefix ex. mollyc] + Inspection complete with issues for Name.

13. Click Save & Close

Exercise 2 – Create and process work orders

In this exercise you will create work orders, schedule the work orders, and complete the work orders.

Task 1 - 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 a previous lab for Service Account.

4. Select the [your prefix] Service Printer incident type you created in a previous lab for Primary Incident Type.

5. Select the Settings tab.

6. Select the [your prefix] Normal priority you created in Exercise 1 for Priority.

7. Select the [your prefix] North territory you created in a previous lab Service Territory.

8. Select the [your prefix] Jane Doe contact you created in a previous lab for Reported By Contact.

9. Enter Today \@ 1:00 PM for Time from Promised.

10. Enter Tomorrow \@ 6:00 PM for Time to Promised.

11. Click Save.

Task 2 - Schedule the work order using the schedule assistant

Field Service provides several items that can be used to assist in scheduling resources for specific items. The two primary components that are used are the Schedule Board and the Schedule Assistant. The Schedule Board provides the ability to manually schedule items, and the assistant offers suggestions on resources based on factors like location, skills, and availability. In this task we will examine how you can use the Book button from within the work order.

1. In the work order you created in Task 1, click on the Book button in the command bar.

2. Select a time slot and click Book & Exit.

Task 3 - Create and process a work order without 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 a previous lab for Service Account.

4. Select the [your prefix] Inspection work order type you created in a previous lab for Work Order Type.

5. Select the Settings tab.

6. Select the [your prefix] Low priority you created in Exercise 1 for Priority.

7. Select the [your prefix] North territory you created in a previous lab Service Territory.

8. Select the [your prefix] Jane Doe contact you created in a previous lab for Reported By Contact.

9. Enter 10:00 AM for Time Window Start.

10. Enter 2:00 PM for Time Window End.

11. Click Save.

12. Select the Service Tasks tab.

13. Click + New Work Order Service Task.

14. Select the [your prefix] Inspection service task type you created in Task 2 for Task Type.

15. Click Save and Close.

16. Click Related and select Characteristics.

17. Click + New Requirement Characteristic.

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

19. Select the Resource Requirement for the work order. This will have the same number as the Work Order for Resource Requirement.

20. Click Save and Close.

21. Click Related and select Requirement.

22. Edit the Resource Requirement record and examine its contents. It should contain the same information on the work order.

23. Navigate back to the work order.

24. In the business process flow, click Work Order then click Next Stage. Verify that System Status is Unscheduled and Substatus is blank.

25. Click Book.

26. Select a time slot and click Book & Exit.

27. Click Refresh in the command bar. Verify that System Status is Scheduled.

28. Click Related and select Requirements.

29. Edit the Resource Requirement record and examine its contents. Select the Scheduling tab. The Remaining Duration should be 0 minutes.

30. Navigate back to the work order.

31. In the Summary tab, edit the booking in the Bookings section and examine its contents.

32. In the Bookable Resource Booking form, select the Scheduling tab.

33. Set the Actual Arrival Time to the Estimated Arrival Time.

34. Select the General tab and change the Booking Status to In Progress.

35. Click Save & Close.

36. Click Refresh in the command bar. Verify that System Status is In Progress.

37. In the Summary tab, edit the booking in the Bookings section.

38. In the Booking Record Booking form, change the Booking Status to Completed and Save & Close.

39. Select the Service Tasks tab.

40. Edit the service task and set % Complete to 100, Actual Duration to 30 minutes and click Save & Close.

41. In the business process flow, click Next Stage. Verify that System Status is Completed.

42. Select the Summary tab.

43. Select the [your prefix] Inspection complete no issues resolution you created in Exercise 1 for Primary Resolution.

44. Click Save.

Task 4 - Create an incident type from a work order

1. Edit the work order you completed in the previous task.

2. Click Create Incident Type in the command bar.

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

4. Click Create Incident Type.

5. Click Yes to the prompt, and inspect the new incident type.