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Customer Service or Field Service? Which is best suited for my need

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Posted on by prosper.popoola 10

Hi Everyone,

I will quickly describe my situation. 

We are required to take customer complaints either through email or phone calls, then log these complaints, category of complaints (Software, Hardware, Operation, etc), we also log the sub-categories (Operating System, Network, User Error, etc) in a system (currently Zendesk).

We log these complaints, assign Field Engineer to resolve the complaints. The field engineer is required to visit the customer, resolve the issue, then log the root cause, corrective measures, make recommendations, then mark the complaints as solved.

We should be able to use the system to run the report on the performance of field engineers, the number of complaints per customer within a period, type of reports, etc.

My question is, which module is best suited for my situation, the Customer Service Module or the Field Service module or any other one available on Dynamics 365?

Thank you.

  • Suggested answer
    Community Member Profile Picture
    Community Member Microsoft Employee on at
    RE: Customer Service or Field Service? Which is best suited for my need

    Hi,

    To simplify your understanding 

    Customer Service : Provide Customer Service remotely.

    Field Service : Provide Customer Service at customer Site.

    As per your scenario you have field engineers visiting customer site so I would recommend to use field service which has tight integration with customer service to address your demand .

    You need to figure out how many license you need as Field Service or how many license you need as Team Member. because Team Member license is cheap with limited privileges. You can refer below snapshot from Licensing guide.

    pastedimage1620882235496v1.png

    You can download the Licensing Guide and refer : https://go.microsoft.com/fwlink/p/?LinkId=866544

    If this helps you please mark as verified answer so it will be helpful to others.

    Thanks,

    Goloknath

  • Suggested answer
    Fubar Profile Picture
    Fubar 2,752 on at
    RE: Customer Service or Field Service? Which is best suited for my need

    Not a straight forward one, it depends - and you may end up finding that you need both Field Service and a Customer Serve add-on (which is cheaper than both licences separately as I don't think Cases are licensed other than for reading from with the Field Service License), would need to verify with the latest Dynamics 365 Licencing Guide.

    Based on what you have written you potentially could use Customer Service Cases using tasks or record assignment to assign tot he field tech and then have them use the Mobile App to update the case etc.

    Field service has a lot more functionality and it probably comes down to how much of it is relevant to your situation.  If you need the following kind of stuff then you will probably end up going down the Field Service route

    • Work orders to define the service work needed primarily (but not exclusively) at customer locations.
    • Scheduling and dispatch tools to manage resources and equipment needed for customer service, visualize onsite appointments, and optimize service schedules with efficient routing and resource skill matching.
    • Communication tools to enhance collaboration between customer service agents, dispatchers, field technicians, customers, and other stakeholders.
    • An easy-to-use mobile application that guides technicians through schedule changes and service work.
    • Asset management capabilities to keep track of customer equipment and service history.
    • Preventive maintenance by automatically generating recurring maintenance appointments for equipment.
    • Inventory, purchasing, and returns capabilities to manage truck stock, purchase order requests and fulfillment, and product returns.
    • Billing capabilities to generate invoices based on products and services delivered to customers.
    • Time tracking to help you track how resources are spending their time, whether they're traveling, on break, or working.
    • Analytics for reporting on key performance indicators for managing work orders, scheduling activities, and interacting with customers.

    docs.microsoft.com/.../overview

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