We are just getting started with Dynamics AX7. We haven't arrived at our solution for field service. It seems like the Field Service component (Field One) that is part of the CRM offering which will be part of Dynamics 365 could be the way to go. What I'm unclear about is how much information would or could be shared between AX (Operations) and Field Service (CRM).
My concerns/questions are around the following:
- Product/Asset - The item that work is being performed on.
- Serialized Item that is manufactured in AX. In general the serialized item is not sold to a customer and is rented/leased.
- Inventory Items/Parts - Inventory Items that are used In AX for manufacturing, but also in service.
- Items are purchased in AX. Is there an easy means of transferring or ordering them directly to the truck warehouse (assuming tie a mobile truck inventory to a warehouse in AX)?
- New Items have to be created in each system?
- Labor Tracking
- Ability to record/charge hours - from tech mobile interface?
- Invoicing - Does stay within the CRM or does it flow into Operations?
- Generation of work order based on return of asset.
- Generation of work order prior to it going on rent (added to a sales order).
- 3rd Party Vendor dispatched WO and recording their work (Tech Interface).
- Ability to cut PO to allow vendor to perform the work.
- Configuring SLA on Customer managed within CRM or in AX or maybe managed in the CDM.
- Employees correlate to Resources?
- Employee Requests Absence in Operations or Field Service does it update the corresponding?
- Tax Codes - Shared Between? Way of updating both?
- Customer
- Created in each?
- Data Changes flow one way or both way?
- Which one is the system of "record"
Basically are they still two separate systems?
If they are is it reasonable to think that CDM/Flow will facilitate the data sharing/updating?
