Automatic Update Policy for Field Service
The Field Service (FS) solution will enable system-driven, automatic updates, in alignment with other Microsoft announcements that have highlighted the improved update process for Dynamics 365.
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This blog provides a solution to requirement of Client for Call Management in D365 Field Service.
Most clients specify an requirement where Customers gives a Phone Call to Call Center or send email to Customer Care department and how to design this requirement in Field Service.
We need to provide solution to requirement as detailed below
1. Create a record of Case from Service Module by Customer Care Representative User as shown below
2. Client has first level of Support team who provide phone support and provide resolution to Customer, then can continue using OOB BPF to Resolve the Case.
3. Other Scenario is Client First Level Support Team is not able to resolve the issue and needs to create an Work Order for Case then User needs to below steps.
Note: By Creating Case record below are advantages:
This blog explains how Phone Calls and email from Customer can be recorded in system and on need basis we can create Work Order from Case record by using OOB feature.
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