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Hello community,
We are a Managed Service Provider and we are wondering if Dynamics 365 is a good solution for us. It seems difficult to find a solution for time tracking on cases so we can detect the billable hours of our remote / onsite service technicians.
Most of the cases we receive, are solved in hours. If we only need 10 minutes, then only 10 minutes will be billed to the customer if it concerns support.
Are there existing solutions, if not, will it be difficult to build a solution like than can operate like a ticketing system with time tracking and billing?
Kind regards,
Reinoud
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T helpdesk company Calgary
Thankyou for sharing such as nice article about It & cloud computing. Keep it sharing it will helpful me and i was also writing same article on our website.
<a href="http://klaren.ca/">IT helpdesk company Calgary</a>
Hi Reinoud
First things first; welcome to the D365 community .
It is a bit hard to fit-gap without going into details of your requirements, but let me answer it from the angle of what D365 Field Service does and then you can see how it maps to your business. In summary; D365 Field Service enables the following in work management space:
1. Create a ticket/case in the Field Service app, analyze and convert it into 'Work Order' - which is like a work package with possible instructions, checklists, what work needs to be done, where it needs to be done (location), promised date/time with customers etc.
2. Planner then books a resource (call it technician) to work on work orders. Scheduling is a powerful capability of the Field Service with many features around filtering, finding the best resource, work hours etc.
3. Technician uses a mobile app to find work to do, finds driving direction, start -> execute -> complete work (status captured on the entire work execution). Live progress is relayed back to planners and potentially to customers
Above is a highly condensed version of just the work management capabilities. It does let you do invoicing, work planning in future for customer assets/devices, purchase orders, notifications etc. also. In terms of timekeeping, it will capture time spent on the work, or various stages of the work, link it back to the technician work on it, work order itself and all of this information are captured in Timesheets and journal entries. It also lets you bil customers based on actual working time (10 mins vs hour), minimum billable time, minimum billable cost etc.
*Please mark 'Verified' if this was useful - thanks *
- Ali (I write about D365 Field Service related exciting stuff at [https://akhan.me](https://akhan.me/))
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