web
You’re offline. This is a read only version of the page.
close
Skip to main content
Community site session details

Community site session details

Session Id :
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)?

(0) ShareShare
ReportReport
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)
  • Verified answer
    Al Iggs Profile Picture
    Al Iggs on at
    RE: What are the differences between Work Order (field service) and Service Activity (customer service)?

    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.

  • Michele Cristofani Profile Picture
    Michele Cristofani 45 on at
    RE: What are the differences between Work Order (field service) and Service Activity (customer service)?

    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.

  • Suggested answer
    Al Iggs Profile Picture
    Al Iggs on at
    RE: What are the differences between Work Order (field service) and Service Activity (customer service)?

    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.

Under review

Thank you for your reply! To ensure a great experience for everyone, your content is awaiting approval by our Community Managers. Please check back later.

Helpful resources

News and Announcements

Join experts in person to explore low code and AI agents at the Power Platform Community Conference sponsored by Microsoft
Our Community Code of Conduct has been updated!

Quick Links

Responsible AI policies

As AI tools become more common, we’re introducing a Responsible AI Use…

Andrés Arias – Community Spotlight

We are honored to recognize Andrés Arias as our Community Spotlight honoree for…

Congratulations to the August Top 10 Community Leaders!

These are the community rock stars!

Leaderboard > Service | Customer Service, Contact Center, Field Service, Guides

#1
Abhilash Warrier Profile Picture

Abhilash Warrier 101 Super User 2025 Season 2

#2
Daniyal Khaleel Profile Picture

Daniyal Khaleel 49

#3
Nour Abuzaid Profile Picture

Nour Abuzaid 28

Last 30 days Overall leaderboard

Featured topics

Product updates

Dynamics 365 release plans