【微软认证Field Service】备考 Part 1

Implement Microsoft Dynamics 365 Field Service

1. Key Field Service Configuration considerations
2. Work order management, agreements, inventory, and purchasing
3. Create custom apps for Dynamics 365
4. Get started with the Dynamics 365 Field Service Mobile application
5. Customize and configure the Dynamics 365 Field Service Mobile application

Part 1 - Key Field Service Configuration considerations

Concepts 概念

Work order generation - how work orders will be generated, and what info is needed?

工单的产生- 订单如何产生，以及需要那些信息。

• are they based on incoming calls or emails? 通过电话或者邮件生成？
• can they be automatically generated as part of a service agreement? 是否可以通过服务协议自动生成？
• should customers be able to create them from a portal? 消费者是否可以通过门户创建？
• can they be created based on an event triggered by an internet of things devices? 是否可以通过事件触发 或者IoT物联网生成？

Scheduling and dispatching - the process for scheduling work items

安排和分派 - 安排工作流程

• what are the responsibiliteis of a dispatcher?调度员的职责
• are there any factores that can impact how items are schduled? 影响安排的因素
• How will we know when it is ready to be scheduled?如何得知安排的时间
• what types of scenarios will a dispatcher need to manually schedule items? 调度员手动安排的场景？
• what might a semi-automated solution look like? 半自动化解决方案
• what might an automated scheduling solution look like? 自动化解决方案如何

Service Delivery - How fields agents will complete the work onsite?

服务交付 - 现场代理如何完成工作

• What detials do we need to provide for them on tickets? 详细信息
• what types of tasks will they be performing onsite? 那些类型的任务
• what information will they be capturing while onsite? 现场将会捕获那些信息
• will they be primarily working online or offline? 联网还是断网离线工作？
• will they need to be able to engage with subject matter experts while onsite? 是否能够在线程与行业专家互动

Review and billing - How and when an item is billed after the work is completed?

审核和账单 

• how is follow-up work dealt with? 如何跟进
• how are billing and inventory adjustments carried out?如何调整账单和库存

RSO - Resource Scheduling Options 资源安排选项

• What types of resources will we need? 将需要哪些类型的资源？

• How will resources be scheduled? 将如何安排资源？

• Are we just scheduling work orders, or do we need to consider other entities? 只是安排工作订单，还是需要考虑其他实体？

• What about dealing with time off?  如何处理休假的问题？

3 Product types to choose 产品类型

1. Inventory 库存 ： printer, applicance, windshield, carpet, or telivisions

2. Non-inventory 非库存: zip ties or cable, contract items such as lawn care services 

3. Service 服务: service that are sold on a time-and-material basic.

        - manual 通过移动端进行手动设置

        - Calculated 基于工单安排的状态