Dynamics 365 Field service

Field service

Important terminologies:

1. Work orders: Gives info abt work that needs to be done

    - Can be created manually

    - Converted from an opp

    - Converted from a case

    - Created from an agreement

2. Agreements: Allows generating work orders and invoices automatically

3. Purchase orders: allow adding inventories to the warehouse

4. Inventories transfer: transfer product from 1 warehouse to another.

5. RMA: Return Merchandise Authorization: Created when product is returned

6. Scheduled Board: allow scheduling resources & track the work order activities

Other terms are the same as the Sales Module.

Process flow of field service:

Opportunity/case->work order created -> resource scheduling -> resource mob. Service delivery->invoicing -> RMA(if any)

Dynamics 365 Project Service

Project Service

Important terminology:

    - Project Contract
    - Project template

    - Projects

    - Invoices 

    - Resources 

    - Time entries

    - Expenses

    - Schedule board

Other terms are the same as the Sales Module.

Project service process flow:

Opportunity/quote -> project planning -> project contracts-> resourcing->record time/expense -> invoicing-> send to the customer for payment

Dynamics 365 Customer Service

Customer service
 

Important terminology:

1. Cases: It allows companies to resolve issues faced by their customers.

    - Create a case 

    - Assign a service agent 

    - Resolve the case - communicate to customer abt resolution

    - Reopen if required 

2. Service calendar: It's a place where all the service activities scheduled can be seen.

    - Resource wise service scheduling

    - Shows activities with statuses

    - Synchronized with outlook

3. Queues: Used to organize, prioritize and monitor the progress of work

    - Public Q - viewed by everyone - Private Q - specific issue 

    - May be used for different levels of cases - high, low

    - Queue items are created

    - User can focus on completing tasks assigned to him/her

4. Articles: An article can be used as a knowledge base for service agent

    - Pdt guide

    - Datasheets

    - Frequently Asked Questions

    - Problem solution

    - Standard operating procedures

5. Contracts: used to define accurate terms and condition for the support to customers

    - No. Of cases

    - Times

    - Coverage Dates

    - A contract uses contract template

6. Services: It is a work performed for a customer (further same as sales )

    - Service duration

    - Define resource required

    - Define site required

    - Used by service scheduling engine

Other terms are the same as the sales module.

Service process flow:

Issue logged (Question or feedback)-> Assign an agent -> Ask more info-> resolve issue -> Communicated (to customer)-> reopen case(if any issue)-> proceed to step 2 

Dynamics 365 Marketing Overview

Marketing: 

Important terminology:

1. Marketing Lists: This allows you to the group account, contact, leads for marketing
    - Choose either account or contact or lead

    - 2 types - Dynamic & Static

2. Campaign: This allows u to plan & execute a marketing project

    - Define campaign details

    - Choose marketing list

    - Create & run campaign activity

Other terms are the same as Sales Module.

Marketing Process Flow:

Plan campaign -> attach marketing list-> marketing activity-> define budget->Execute the campaign (create activity)-> generate lead-> follow the sales process