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We like the work-based forms and business flow and are using them these days for most opportunities, even those that are are product sales only. Can anyone see a downside to this, other than perhaps the need to modify some of the OOTB views?
The Work based opportunity form essentially runs the opportunity to invoice process in D365 CE in PSA's context. If you don't use Field Service and can't think of any strong arguments why Item based should not be used, then I can't immediately think of any "definitely no" reasons why you couldn't use Work based. I think one thing to consider is the Unified Interface: At the moment the Sales Hub leverages the Item based form and the PSA application leverages the Work based form. So I think this is one visible difference from a user's perspective.
If your business is mainly around what PSA does then using PSA as a UI app and for your sales process makes sense. But remember that the devil is in the details: PSA doesn't support bundles so if you want to use those on Quote and Order, then you will run into problems.
To summarize: think of your oppo to invoice business process and then run that on both forms with different variables that you can think of. There are some differences in how D365 CE makes you go through the process so do testing before deciding.
As a general rule of thumb, product sales are best kept in "core CE" and Project sales in PSA. MSFT clearly wants us to drive project based sales in PSA and product based sales in "core CE". There is also invoicing at the end of the process so that adds to the variables.
I hope you get some thoughts and ideas off of this. I can't say a definite yes/no because more info is needed. You have to think about your oppo to invoice process as a whole and identify the small details from the big picture.
Thanks Antti, a very helpful and thoughtful answer as always. We do in fact use bundles for both our own products and for 3rd party products we resell so this may be a show stopper.
In our implementation don't treat PSA as a particularly separate part of the system. It's seen very much as simply another part of an integrated solution, in the same way as 'Service" or "Marketing". But as you say there are areas where we need to be aware of the different rules and logic for the two.
Glad I could help :)
We ran some tests and there seems no real difference in behavior between the same process as work-based or item-based. At first we thought there was an issue when we got to invoicing, in that we could not delete a bundle or an item in a bundle from an invoice related to a work-based contract but we would from one related to an item-based order.
However on re-test that issue is apparent for individual products as well. As in, we cannot seem to delete a single product from an invoice related to any work-based contract / order. So we need to figure out that issue before we can move on.
I want to remember (but will still test this nevertheless) that products can't be removed from a PSA invoice. If you delete the invoice, the products will roll back to the Project Contract to be picked up on the next invoice that you create.
With products, every single product you have on a Project Contract (the ones that have not been invoiced) will be pulled on the next invoice. So at the moment in the current GA versions of PSA you can't control which product is pulled to an invoice and which isn't. You can accomplish this with a custom entity and a few plugins as an extension of PSA - I can send you more info if needed.
Bundles are not supported. I think it shouldn't even be possible to add them on a Project Contract. I'll check if V3.2 allows this for some reason.
Have anyone been able to review and find issues with just using Work based Opportunities for product and/ or services in latest PSA versions of 3.5+?
We didn't proceed beyond this discussion as it was not top priority for us, but we are as keen as ever to do this primarily because PSA fills gaps around the core sales module that we need to operate our business. For example, margin calculations on quotes and contracts plus being able to record the Account Manager separately to the record owner. Some of these we have addressed through simple forms which include standard fields from both types but the margin one is still dependent on logic as well as data. Having said that we are still on PSA 2.4 and will reevaluate as we move to later versions.
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