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OnBoarding Steps for Teams Channel (or Collaboration Best Practices question)

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Posted on by crham

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Two very different questions but both related to Teams

PREFACE
Most of our team collaboration happens around customers, and most of that happens around operations (work orders and questions between on-site techs and more senior techs, or just documenting exceptions, etc.).

We use a Teams channel that we manually create once a customer gets a WO scheduled for the first time.

SO MAYBE I HAVE 3 QUESTIONS

0. Are there good Best Practices resources or discussions on ways to use FS365 and Teams for companies whose primary income is derived from techs in the field?

...but here are my questions that started me typing this thread:

1. When a prospect accepts a quote we would like one of the automated steps to be that the system creates a new Teams channel for them (so any collaboration about this customer can be stored in a history). Most of the collaboration will be within the operations division serving Work Orders (which is what the next question is related to). I'd prefer that we can create SUB channels so as to create a channel for each WO for specific collaboration on that WO but so far it seems that sub channels are not possible.

...but what's the "best" way to create a new channel in Teams from FS365?

2. I forgot my second question

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Hi crham,

You could create a Power Automate flow to do this. Please refer to the following screenshots, it would automatically create a channel when Quote is Won.

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Gabriel Dias Junckes 2,428 on at

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Hi.

The documents in Field Services are generally relevant to a Customer, Site or Asset. So all the Quotes, Work orders and Inspection results you may want to keep in the same Customer or Site folder. You can use Power Automate to create the folder in SharePoint to link the Customer, Sites, Work Orders and Quotes to the same folder. (Check the table Document Location)

With Teams embedded in D365 and collaboration is critical. You can create the Chats and Channels using Power Automate. Link it to the same SharePoint folder.

How you create the chats and channels will vary in how the people work together.

Regarding the SUB channel, I think a work order has a small lifecycle, so that you could resolve it with a Chat Group. Keep the channels for Customers and a Long Term Maintenance Opportunity.

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crham 390 on at

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Thank you both. Yes I figured a Power Flow would do the trick, just didn't want to take the time to research. So thank you.

As for the Chat Group suggestion I would not have thought of that and so appreciate that little tidbit.

So then the question remains. Can you create Chat Groups with a flow as well? I assume so, but will find out in my testing if no response here.

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Gabriel Dias Junckes 2,428 on at

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Hi.

I suggest you to check if there is a Teams chat already linked to your record before creating another.

The adaptive card is a good idea to send a notification, you can also add buttons for actions.

Otherwise, you can create the new chat.

I found this Custom Web API, you can use it to link the new chat with the record in D365.

Here is the result.

I haven't found any documentation regarding the Teams Web API and it is still under preview. Check it before adding to production.

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