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I want ot create a follow up task on my booking in case person is not at home or appointment gets cancel or a later follow up is needed to check on things. I want to create this follow up task.What is the best possible way to do it.
I was thinking of creating a new activity by workflow by taking information from booking.
But then there might be situation where a follow up needs a new booking, so need to check on that.
OR is there a better OOB functionality available.
Yes, this is a familiar scenario in field service orgs - the solution really comes down to what the 'business' wants to do in the situation when client is not at home, or booking needs to be cancelled, or it is to be rescheduled. Is there a business process involved or dispatcher will just rebook? Techs will just come back after an hour or will need a new booking? In terms of what is possible in Field Service, top of my head, here are few ways which we've used in past:
1. Use 'follow up Work Order' functionality - out of the box (OOB) but it does require creating a new Work Order and Booking (admin overhead)
2. Let users mark the booking as completed but set the Work Order's sub-status as 'Client Inaccessible' (you can add sub-status in Settings). Create a view to show only WOs with above sub-status. Dispatchers keep an eye on Work Orders in this view and create a new booking
3. Create a case or task from Work Order to reschedule an appointment - goes through a business process and then dispatcher manually create a WO and book it
Please mark as verified if the answer is helpful. Thank you.
- Ali (I write about D365 Field Service related exciting stuff at [https://akhan.me](https://akhan.me/))
I agree with Ali that the solution depends on your bigger picture. If for example you use FTFR as a KPI, creating a new WO would dilute your data quality. I have also seen customers (partially) charging their end customers in such cases.
I would lean towards option 2, and you might consider auto-creating a booking alert to immediately get the dispatcher's attention. RSO or SRO (single resource optimization) could finally help you fill the technician's slot that has become vacant.
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