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 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 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 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 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 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 solutions
Advanced Field Service is delivered together with 3 other solutions from HSO.
License
The solution License is always part of our solution and controls the license validation of our intellectual property.
For further explanation on how to install Advanced Field Service and request a license file, we refer to the topics Installation via AppSource and Licensing.
Customer Engagement Essentials
The solution Customer Engagement Essentials is always part of 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 Customer Engagement Essentials.
Customer Location
The solution Customer Location is always part of our 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 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 |
- 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 Advanced Field Service and Customer Engagement Essentials
- Integration with 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 |
- 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 Customer Engagement Essentials 2.0
- Compatible with Customer Location 2.0
- Compatible with 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 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 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)
- Compatible with License 5.0 from version 3.3.23110.1
|
3.3
|
Feature |
Introduced in version |
- Multiselect Option Set
- Quote Fixed Price Work Order
- Totals Calculation for Quote Work Order and Quote Fixed Price Work Order
- Totals Calculation for Quote Agreement
- Tax calculation for Quote Work Order
- Tax calculation for Quote Agreement
|
3.4
|