Product documentation
Advanced Field Service

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

 

Customer Asset Enhancements

 

Agreement Enhancements

 

Work Order Enhancements

 

Quote Enhancements

 

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