The work order is a central part of the field service application. A work order contains the information on what work needs to be done and when. Work orders are used to allocate and schedule resources, and labor. The steps of the work order lifecycle include:
Work Order Creation
Work orders can be created from an opportunity or case record. They can also be manually created in D365. A work order contains vital information such as assigned task, services, skills or certifications required, territory of the project, etc. Using a pre-set incident type can save time, as this will automatically include the durations and tasks the field worker needs to perform to finish the work order.
Schedule and Dispatch
Once the work order is created, dispatchers can then view and interact with them on the schedule board. They can use Schedule Assistant or a routing engine to create a schedule for the work, considering the location, number of labor hours required and availability of field agents with the necessary skills. Once the order is sent to the client or field agent, the field agent can review the work order and accept or decline it.
Service Completion
While working onsite, field agent can leverage Dynamics 365 Field Service directly to enter information about the tasks performed or sends the information to the dispatchers for entry.
Reviewing and Billing
Last, the work is reviewed for accuracy by the back office. Once the competed work is approved, an invoice can be mailed out, inventory shifts can be made, etc.
Work Order Creation
Work orders can be created from an opportunity or case record. They can also be manually created in D365. A work order contains vital information such as assigned task, services, skills or certifications required, territory of the project, etc. using a preset incident type can save time, as this will automatically include the durations and tasks the field worker needs to perform to finish the work order.
Schedule and Dispatch
Once the work order is created, dispatchers can then view and interact with them on the schedule board. They can use Schedule Assistant or a routing engine to create a schedule for the work, taking into account the location, number of labor hours required, and availability of field agents with the necessary skills. Once the order is sent to the client or field agent, the field agent can review the work order and accept or decline it.
Service Completion
While working onsite, the field agent can leverage Dynamics 365 Field Service directly to enter information about the tasks performed or sends the information to the dispatchers for entry.
Reviewing and Billing
Last, the work is reviewed for accuracy by the back office. Once the competed work is approved, an invoice can be mailed out, inventory shifts can be made, etc.
