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Maintenance Support Company - Service Tickets and Billing options

Sorry but we are new with Dyn365, we have a customer who is a Support Company for Buildings maintenances (home and office kind), so they need:

- Their customers should be able to open a ticket (for example a car gate not working or even install some new bulbs on the garden);

- They need to input costs for execute that services (transport like Gasoline, kilometers, time in/out of hours of work) and also cost of parts replaced (lets say that after Thunderbolt some devices on build was lost/burned);

- At the end of month, they need create a report to send to their customers and also billing all costs;

After read the License guide, we think that they need the 'Field Service' module, but with this module only could be a customer open a case (like support ticket)? Or they need also 'Customer Service' module?

http://download.microsoft.com/documents/en-us/dynamics365/pricing/Dynamics%20365%20Licensing%20Guide_May2018.pdf

Hi Renato Pereira,

Dyn365 for Customer Engagement does not have OOB Billing functionalities.
You may have to customize/develop 1 or integrate with another system.

Customer Service is the original CRM module for Customer service using Cases and related entities which may be customized as per your needs.

https://docs.microsoft.com/en-us/dynamics365/customer-engagement/customer-service/overview

Field Service caters more towards working in the field with Work Orders, Resource Scheduling, Locations, etc.

https://docs.microsoft.com/en-us/dynamics365/customer-engagement/field-service/overview

Please go through the 2 articles to get an overview and highly suggest to get a Customer Service and Field Service trial to check the OOB functionalities.

Dynamics 365 for Finance & Operations is more like an ERP (revamped AX) which has Financial Management Module.

https://docs.microsoft.com/en-us/dynamics365/unified-operations/fin-and-ops/

Although making a decision depends on various factors and what capabilities are required by business but I have seen a Customer Service module achieve the basic requirements. You will have to customize the calculations within CRM.

Hope it helps.

-Aamer.

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