Dynamics Advanced Field Service

In This Topic

Business value

The momentum for enhanced field service productivity has never been greater. In today’s professional service organizations, managing every aspect of the end-to-end cycle of field service management is critical. The best organizations look to deliver intelligent, world class field service, managing all aspects of the end-to-end field service management cycle. Microsoft Dynamics 365 for Field Service allows organizations of any size to deliver intelligent, world class field service, managing all aspects of the end-to-end field service management cycle.

HSO Innovation understands the need to streamline operations when facing increased competition and cost-cutting initiatives. We realize to maintain competitive advantage, you must accomplish more with less staff, while customers continue to demand higher service levels. HSO Innovation Dynamics Advanced Field Service offers additional functionality on top of Microsoft Dynamics 365 for Field Service to achieve these objectives.

This document describes the functional changes that have been developed in Microsoft Dynamics 365 for Field Service for the solution HSO Innovation Dynamics Advanced Field Service.

Features

Case Enhancements

Service Category & Case Incident Type
Complaint, Cause & Solution Codes
Link Customer Asset and Agreement in Cases
Detailed information about linked Customer Asset and Agreement
Automatic Agreement SLA detection
SLA KPI's Work Order Scheduled, Work Order In Progress & Work Order Completed
Show Work Orders created for a Case
Integration with Customer Location

Customer Asset Enhancements

Additional fields such as Customer Asset ID, serial number and warranty start date
Owner and Agreement Account
Customer Asset Type, Customer Asset Group and Customer Asset Status for categorizing Customer Assets
Automatic generating unique Customer Asset ID's
Setup of generic Customer Warranty Terms
Warranty update based on warranty start date of Customer Asset
Customer Asset Warranty Terms
Customer Asset Structure Designer
Customer Asset Structure Template & Structure Template Designer
Customer Asset Properties
Customer Asset Address
Customer Asset Type Dependent Incident Type Defaults
Integration with Dynamics Customer Location

Agreement Enhancements

Agreement Type for categorizing Agreements
Link Customer Assets to Agreement without the requirement to add preventive maintenance
Load Customer Asset structure in Agreement
Setup of generic Coverage Terms
Agreement Coverage Terms (coverage updated based on coverage start date of Agreement)
Easily define Case & Work Order SLA's for Customer Assets covered in an agreement and integrated with Cases and Work Orders
Agreement ID in Agreement Invoice
Agreement Totals Overview
Copy Agreement AFS entities
Agreement Quotations
Agreement Indexation

Work Order Enhancements

Inherit Customer Asset and Agreement when Work Order is converted from a Case
Warranty indicator on Work Order Products and Services
Agreement Coverage indicator on Work Order Products and Services
Automatically apply Warranty and Agreement Coverage to Work Order Products and Services
Load Work Order Address from Customer Asset
Manual Work Order Address
Work Order Fixed Price Invoicing using an Invoice Schedule
Define Hourly Rates by Resource or Resource Role
Define Overtime Surcharge for working outside office hours
Work Order Totals Overview
Work Order ID in Work Order Invoice
Load Incident Type defaults from Customer Asset Type in Work Order
Integration with Dynamics Customer Location
Work Order Discount Coverage Date
Work Order Quotations

Quote Enhancements

Quote Work Order Incidents
Quote Work Order Customer Assets
Quote Work Order Products, Services and Service Tasks
Quote Agreement Lines
Quote Agreement Booking Setup and Invoice Setup
Quote Agreement Customer Asset, Agreement SLA Setup and Agreement Coverage Terms

Integration HSO Innovation solutions

Dynamics Advanced Field Service is delivered together with 3 other solutions from HSO Innovation AG.

Dynamics License

The solution Dynamics License is always part of our solution and controls the license validation of our intellectual property.

For further explanation on how to install Dynamics Advanced Field Service and request a license file, we refer to the topics Installation via AppSource and HSO Innovation Licensing.

Dynamics Customer Engagement Essentials

The solution Dynamics Customer Engagement Essentials is always part of Dynamics Advanced Field Service as well. The solution contains address location, number sequence functionality, contact salutation & addressing, auto capitalize names and some generic technical components that are re-used in other solutions.The solution requires a license in order to run correctly.

For further explanation on how to use the solution, we refer to the topic of Dynamics Customer Engagement Essentials.

Dynamics Customer Location

The solution Dynamics Customer Location is always part of our Dynamics Advanced Field Service as well. The solution contains location functionality to define for example a site location or building, which are not registered as customer assets in Field Service. The solution requires a license in order to run correctly.

For further explanation on how to use the solution, we refer to the topic of Dynamics Customer Location.

Release notes

Feature	Introduced in version
Extended Case Management integration with Field Service Customer Asset additional fields and entities Warranty Coverage Agreement Coverage	1.0

Feature

Introduced in version

Extended Case Management integration with Field Service
Customer Asset additional fields and entities
Warranty Coverage
Agreement Coverage

1.0

Feature	Introduced in version
Additional functionality in Customer Assets such as Customer Asset Structure Designer, Templates and Template Designer, Customer Asset Properties Resco Mobile Template including Advanced Field Service additions Language support for English, German, French and Dutch	2.0

Feature

Introduced in version

Additional functionality in Customer Assets such as Customer Asset Structure Designer, Templates and Template Designer, Customer Asset Properties
Resco Mobile Template including Advanced Field Service additions
Language support for English, German, French and Dutch

2.0

Feature	Introduced in version
Technical split of Dynamics Advanced Field Service and Dynamics Customer Engagement Essentials Integration with Dynamics Customer Location License Framework	2.1

Feature

Introduced in version

Technical split of Dynamics Advanced Field Service and Dynamics Customer Engagement Essentials
Integration with Dynamics Customer Location
License Framework

2.1

Feature	Introduced in version
Additonal functionality in Work Orders such as Work Order Fixed Price Invoicing, Hourly Rates by Resource & Resource Role, Overtime Surcharges and Work Order Totals Overview Agreement SLA integration and additional SLA KPI's in Cases Agreement Booking Setup and Invoicing Setup Totals Editing existing Customer Asset structures via Designer Editing existing Customer Location structures via Designer Booking Rules examples	3.0

Feature

Introduced in version

Additonal functionality in Work Orders such as Work Order Fixed Price Invoicing, Hourly Rates by Resource & Resource Role, Overtime Surcharges and Work Order Totals Overview
Agreement SLA integration and additional SLA KPI's in Cases
Agreement Booking Setup and Invoicing Setup Totals
Editing existing Customer Asset structures via Designer
Editing existing Customer Location structures via Designer
Booking Rules examples

3.0

Feature	Introduced in version
Customer Asset Type Dependent Incident Type Defaults Load Incident Type defaults from Customer Asset Type in Work Order Inactive Customer Asset Type Dependent Incident Type Defaults are not considered in a Work Order Agreement SLA integration for Case and Work Order Copy Agreement AFS Entities Agreement Totals Overview Language support for Italian, Japanese and Chinese Compatible with Dynamics Customer Engagement Essentials 2.0 Compatible with Dynamics Customer Location 2.0 Compatible with Dynamics License 4.0	3.1.0

Feature

Introduced in version

Customer Asset Type Dependent Incident Type Defaults
Load Incident Type defaults from Customer Asset Type in Work Order
Inactive Customer Asset Type Dependent Incident Type Defaults are not considered in a Work Order
Agreement SLA integration for Case and Work Order
Copy Agreement AFS Entities
Agreement Totals Overview
Language support for Italian, Japanese and Chinese
Compatible with Dynamics Customer Engagement Essentials 2.0
Compatible with Dynamics Customer Location 2.0
Compatible with Dynamics License 4.0

3.1.0

Feature	Introduced in version
Work Order Discount Coverage Date for searching Warranty Discount % and Agreement Coverage Discount % (including forward and backdating) Check on Warranty & Agreement Coverage for each Customer Asset added to a Work Order Inactive Customer Asset Warranty Terms and Agreement Coverage Terms are not considered in a Work Order Agreement ID on Work Order Products and Work Order Services Automatic Agreement ID and Agreement Account update on a Customer Asset based on expiration or status change of an Agreement Check on duplicate Customer Assets in date overlapping active Agreements	3.1.1

Feature

Introduced in version

Work Order Discount Coverage Date for searching Warranty Discount % and Agreement Coverage Discount % (including forward and backdating)
Check on Warranty & Agreement Coverage for each Customer Asset added to a Work Order
Inactive Customer Asset Warranty Terms and Agreement Coverage Terms are not considered in a Work Order
Agreement ID on Work Order Products and Work Order Services
Automatic Agreement ID and Agreement Account update on a Customer Asset based on expiration or status change of an Agreement
Check on duplicate Customer Assets in date overlapping active Agreements

3.1.1

Feature	Introduced in version
Work Order Quotes including Quote Work Order Incidents, Quote Work Order Incident Customer Assets, Quote Work Order Products, Quote Work Order Services and Quote Work order Service Tasks Work Order Quote Discount Coverage Date for searching Warranty Discount % and Agreement Coverage Discount % (including forward and backdating) Inactive Customer Asset Warranty Terms and Agreement Coverage Terms are not considered in a Work Order Quote Convert Work Order Quote to Work Order Agreement Quotes including Quote Booking Setups, Quote Invoice Setups, Quote Agreement Customer Assets, Quote Agreement SLA Setup and Quote Agreement Coverage Terms. Convert Agreement Quote to Agreement Entity Manufacturer moved to solution Dynamics Customer Engagement Essentials Model Driven App section Training (Documentation, Release Notes and Support) New button Calculate Totals in Work Order New button Caluclate Totals in Agreement	3.2

Feature

Introduced in version

Work Order Quotes including Quote Work Order Incidents, Quote Work Order Incident Customer Assets, Quote Work Order Products, Quote Work Order Services and Quote Work order Service Tasks
Work Order Quote Discount Coverage Date for searching Warranty Discount % and Agreement Coverage Discount % (including forward and backdating)
Inactive Customer Asset Warranty Terms and Agreement Coverage Terms are not considered in a Work Order Quote
Convert Work Order Quote to Work Order
Agreement Quotes including Quote Booking Setups, Quote Invoice Setups, Quote Agreement Customer Assets, Quote Agreement SLA Setup and Quote Agreement Coverage Terms.
Convert Agreement Quote to Agreement
Entity Manufacturer moved to solution Dynamics Customer Engagement Essentials
Model Driven App section Training (Documentation, Release Notes and Support)
New button Calculate Totals in Work Order
New button Caluclate Totals in Agreement

3.2

Feature	Introduced in version
Agreement Indexation (including renewal)	3.3

Feature

Introduced in version

Agreement Indexation (including renewal)

3.3