Field service management is a complex process that requires seamless coordination among technicians, customers, equipment, and suppliers. To address these complexities, we have introduced two new capabilities in Dynamics 365 Field Service to make this easier.

The first capability, Complete Work Order by Status, allows field service organizations to use a booking status to indicate if further work is required to complete a work order. This feature gives technicians the flexibility to indicate when additional work is needed on a work order, streamlining the process for field service teams to gain better insight into the tasks required to fulfill a work order.

The second capability, Complete Booking While Preserving End-Time, ensures that when a booking is marked as completed by someone other than the assigned resource, the end-time value will no longer automatically update to the current timestamp. Instead, it will retain the end-time value of the booking. This helps ensure accuracy and consistency in the record-keeping process.

These features aim to optimize service delivery, reduce costs, and enhance customer satisfaction. Now, let’s explore each feature in greater detail.

Complete Work Order by Status

Why is it needed?

In the Field Service industry, it’s not uncommon that what begins as a routine service request can morph into a complex task, requiring multiple follow-up visits to finalize a work order.

Consider a scenario where a commercial building is experiencing recurrent refrigerant leaks from its rooftop HVAC unit. Typically, these leaks are addressed by replacing a worn-out seal. However, upon closer examination, it becomes evident that the evaporator coil is corroded and requires replacement. This insight only emerges once the field service technician arrives on site. Typically, when this occurs, technicians find themselves without the required parts for immediate repairs. This results in the need to contact suppliers, procure necessary parts, and schedule follow-up visits—unforeseen tasks not factored into the initial work order creation. In this scenario, the technician would close the booking while still needing to acknowledge the need for a follow-up visit to complete the work order.

Previously, field service teams encountered challenges in accurately reflecting this information without implementing custom logic. However, with the introduction of the “Complete Work Order by Status” feature, these unexpected visits can now be effortlessly marked as requiring follow-up by utilizing a booking status to indicate the need for further work to fulfill the work order.

How it works?

To configure this feature, administrators should access the Resources section within Dynamics 365 Field Service. Navigate to Booking settings and choose Booking Status. Here, administrators can either select an existing completed status or create a new one. Next, administrators should navigate to the Field Service tab within the selected booking status. Within the “Field Service Status” dropdown, update the “Status Completes Work Order” toggle to “off”.

Upon adjusting this setting, technicians can utilize the newly configured booking status to indicate both the completion of a booking and the need for follow-up work on the associated work order. This adjustment optimizes the workflow for field service teams and enhances their understanding of the tasks necessary for work order fulfillment.

Complete Booking while preserving ‘End Time’

Why is it needed?

Field Service technicians are the backbone, tirelessly striving to meet deadlines, resolve customer issues, and ensure tasks are completed promptly. However, amidst their hectic schedules, oversights may arise, such as neglecting to mark a job as “completed” once finished. In such cases, dispatchers or field service managers step in to manually update the booking status on behalf of the technician.

For example, a dispatcher schedules a repair job from 1:00 PM to 2:00 PM. Despite an unforeseen delay, the technician completes the task at 2:00 PM but forgets to update the booking status to “completed.”

The dispatcher later notices the oversight and manually marks the booking as completed at 9:00 AM the following day.

Previously, this would inaccurately reflect a job duration of 19 hours, with the end time value set to 9:00 AM. With the implementation of the new “Complete bookings while preserving end-time” logic, when a user other than the assigned resource updates the booking to complete on behalf of the technician, the original end-time value of 2:00 PM is maintained.

How it works?

Exciting update: No setup is needed! When a booking is marked as completed by someone other than the assigned resource, the end-time value will no longer automatically update to the current timestamp. Instead, it will retain the end-time value prior to completion. This ensures accuracy and consistency in the record-keeping process.

We’re eagerly anticipating your experience with these new updates! Feel free to share your thoughts with us.

Share Your Feedback for Continuous Improvement

These new capabilities for Dynamics 365 Field Service are designed to simplify tasks for technicians and empower field service teams with enhanced tracking abilities for work orders and bookings. These advancements offer precision and efficiency, driving improvements in service quality, cost reduction, and customer satisfaction.

Explore more on Dynamics 365 Field Service documentation and share your feedback within the Field Service product or via our ideas portal. Your input drives continuous improvement for enhanced operational performance.

The post Optimize Service Delivery with improved booking capabilities in Dynamics 365 Field Service appeared first on Microsoft Dynamics 365 Blog.

Editor Denis Conway

Introduction

In the relentless pursuit of customer-centric excellence, optimizing our return process emerges as a pivotal strategy for both customer satisfaction and operational prowess. This blog exploration delves into Dynamics 365 SCM Warehouse Management’s transformative role in enhancing customer return receiving process, showcasing a strategic framework that promises elevated customer experience and operational efficiencies.

Elevating Standard Processes

In the traditional realm of return management, the issuance of a Return Material Authorization (RMA) order has been the cornerstone. This process, while effective, faces challenges in scenarios where the reason for return is not immediately apparent. Our executive journey begins with understanding the standard RMA process and its limitations.

This current sales return approach with RMA order, while effective in many respects, introduces potential delays and customer frustration due to its structured and sometimes rigid procedures. The complexity of documentation, especially in unplanned return scenarios, coupled with communication gaps and limited automation, poses challenges. Additionally, as businesses scale, the classic RMA order process may face scalability concerns, raising questions about its ability to efficiently handle increased volumes of return requests. Addressing these limitations is crucial for executives aiming to optimize return management processes, enhance customer satisfaction, and ensure operational resilience. The previous return system does not support the creation of return labels that is a must have for many industries, such as e-commerce. 

Enhanced processes in customer return receiving

In the innovative landscape of our enhanced customer return receiving process within Dynamics 365 SCM, the traditional requirement for a pre-existing Return Material Authorization (RMA) order has been reimagined. In the new way of enhanced customer return process, we can pre-generate return data, create return labels that can be shipped in a shipment and used for seamless return of items. If items need to be returned, customers now have the flexibility to initiate returns seamlessly through two distinct scenarios: the ‘Blind Return’ and ‘Return Details,’ eliminating the upfront necessity of an RMA order.

Blind Return Scenario: In the ‘Blind Return’ scenario, customers can initiate return requests without disclosing specific details initially. We will still need to have a customer number to assign (it can be a dummy customer) to the return order and the item numbers, but we do not need to have an issued return order number. This approach caters to situations where the reason for return may not be immediately apparent or where customers prefer a swift and straightforward process. By bypassing the need for upfront details, this streamlined approach accelerates the return initiation phase, enhancing the overall customer experience.

Return Details Scenario: Alternatively, the ‘Return Details’ scenario allows customers to provide comprehensive information about the return from the outset. This more structured approach is ideal for situations where a detailed explanation of the reason for return, return until date or additional information is available. It facilitates smoother and more informed return processing, using pre-generated RMA-number included on the return labels, enabling the receiving team to address customer needs with precision and efficiency.

Crucially, what sets this enhanced process apart is the automation that follows these customer-initiated returns. In the subsequent stages, the system intelligently generates the necessary RMA order automatically in the background. The post-return generation of the RMA order streamlines the process, combining customer convenience with the structured documentation needed for efficient internal processing. As we evolve in our commitment to customer-centric operations, this innovative approach sets the stage for a more agile, responsive, and efficient return management process. In the image below, we can see an illustration of the return receiving process:  

Conclusion

In the executive suite, strategic decisions are paramount. The enhanced customer return receiving process in Dynamics 365 SCM Warehouse Management is not merely a feature; it’s a strategic tool that aligns our organization with the demands of modern business. As we navigate the complexities of customer interactions and operational excellence, let us leverage this innovation to propel our brand into the forefront of customer-centric leadership.

More details

Learning article can be found at:
Sales returns – Supply Chain Management | Dynamics 365 | Microsoft Learn,
Receive unannounced sales returns – Supply Chain Management | Dynamics 365 | Microsoft Learn.

Welcome to join Yammer group at: Dynamics 365 and Power Platform Preview Programs : Dynamics AX WHS TMS

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