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Dynamics 365 Community / Forums / Service | Customer Service, Contact Center, Fie... / What are the differenc...
Service | Customer Service, Contact Center, Fie...
Answered

What are the differences between Work Order (field service) and Service Activity (customer service)?

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Posted on by Michele Cristofani 45

Hi all,

I'm finding out which is the best solution for my needs between the two dynamics apps and main entities.

I have to manage a car workshop services and their scheduling, so no need to track transfers time.

To me, it seems that work order is more complete and also simpler - it's not mandatory to create predefined services as for service activities.

Can you shortly explain the main differences/feature between the two?

Best regards,

Michele Cristofani

I have the same question (0)
  • Suggested answer
    Al Iggs Profile Picture
    Al Iggs Microsoft Employee on at

    There are several differences. An important one is that the work order is meant for carrying out more or less complex work onsite or at a facility. A technician in a car workshop might not need all the WO details such as spare parts, services, related assets, etc., though they might consider inspections. I would still prefer WO, b/c that's where you see a lot of investments and innovation, also it's the biggest driver/user of scheduling. Downside may be - work order management requires a FS License.

  • Michele Cristofani Profile Picture
    Michele Cristofani 45 on at

    Thank you very much.

    Licensing is not a problem. Now customer's has CE licenses (so all D365 apps) and, for new users, I have to choose between the customer service and field service one, that's still one base license.

    I don't need the help desk scenario of case management now, so i think field service it's best suited.

    WO integration with schedule board also seems better, with automatic WO status update (upnlanned, planned, completed) as the bookings are created, updated or deleted.

    The WO details are still optional, so in first step i can avoid them. That's different for service in service activities, which is mandatory - and I can enter just one service. What if the technician has to do multiple inspections or maintenances (and so predefined services) in the same car? There will be N service activities for each inspection, that seems a bit overkill.

    Thanks for the answer.

  • Verified answer
    Al Iggs Profile Picture
    Al Iggs Microsoft Employee on at

    If you have the licenses I would also go for work orders. There is just way more existing functionality that may become relevant over time and I don't see anything that would make us prefer service activities.

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