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GYDE365-Design Content: Field Service

About Field Service

The Dynamics 365 Field Service business application forms part of the Microsoft CRM solution. It exists to enable organisations to improve their management and organisation of on site service delivery at customer locations. The application combines workflow automation, scheduling algorithms, and mobility to set up mobile workers for success when they’re onsite with customers fixing issues. Field Service is positioned to provide tools for Customer service agents, Service managers, Dispatchers, Field technicians and Inventory managers.

Field Service enables users to;

  • Improve first-time fix rate
  • Complete more service calls per technician per week
  • Manage follow-up work and take advantage of upsell and cross sell opportunities
  • Reduce travel time, mileage, and vehicle wear and tear
  • Organize and track resolution of customer issues
  • Communicate an accurate arrival time to customers
  • Provide accurate account and equipment history to the field technician
  • Keep customers updated with the status of their service call and when it’s resolved
  • Schedule onsite visits when it’s convenient for the customer
  • Avoid equipment downtime through preventative maintenance
Field Service Chapters and Sections

Survey sections are found within each chapter and segment the chapter into manageable topics. This enables end users to review the topics prior to taking the survey to gauge an understanding of the types of question content that will follow. This ensures the correct business user is assigned to answer questions.

Questions are found within each section to ask end users business specific questions to enable the build of a functional Dynamics 365 system. Questions can be assigned to specific users to answer. GYDE365 provides questions within the template as standard, however partners can also build their own questions.

Business Administration
  • Company Overview
  • Territories
  • Tax and Payment Terms
  • Products and Services
  • Currency and Exchange Rates
  • Products and Pricing
Resource Management
  • Organisation
  • Skills and Proficiencies
  • Bookable Resources
  • Pay Types
Works Orders
  • Works Orders
  • Incident Types
  • Digital Forms

Planning & Scheduling
  • Planning
  • Scheduling
  • Optimisation
Mobile Enablement
  • Mobile

Customer Accounts
  • Service and Billing Accounts
Agreements and Entitlements
  • Agreements (Preventative Maintenance)
  • Entitlements (Discounts)

Inventory and Purchasing
  • Functional Locations
  • Asset Servicing
  • Warehouses
  • Inventory
  • Purchase Orders and RMAs
  • User Security
  • Application Integration

Field Service appears in the below Survey Templates