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Dynamics 365 Community / Forums / Service | Customer Service, Contact Center, Fie... / Group the WO & Fie...
Service | Customer Service, Contact Center, Fie...
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Group the WO & Field Service Team

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Posted on by CEklx 278

Hello community,

It's a bit confusing when to use Teams, Org Units, Territories, Postal Codes etc to divide the Field Service business. Because our Field Service team works mostly in Org units and most of the data displayed should be driven by that. Today Org Unit are ORG visible by security role.

My thought is, what should we use to separate the Field Service Business in the best possible way? Since it will mean that it will affect every view, schedule board, booking and so on, it will be time consuming and would be important to take the right decision here.

For e.g Org Units, then we need to create a relationship to BU to make it restricted by BU level and add some additional js scripts for the "hiding" of the Org units only the the BU related country, then maybe a relationship is also needed to the User table since it's only now connected to Bookable Resource, but both Resources & Dispatcher works in the same Unit so to say and should quickly see their related data.

Any thoughts on how to solve this in a good way? I think one table to divide is enough, doing multiple just really confuses everyone.

Thanks for your input!

  • Lucky Dog Profile Picture
    Lucky Dog 666 on at
    RE: Group the WO & Field Service Team

    In my experience, Territories is the most common construct to narrow down the number of resources. If the service account is also assigned a service territory and you have your settings correct, it will filter the resources on the territory of the service account. If you want to filter based on the territory of the user, this can be done by modifying the Filter Layout and Retrieve Resources Query in the scheduler as per Alexander Heinze's excellent article. https://www.linkedin.com/pulse/dynamics-365-advanced-user-specific-filter-options-schedule-heinze/  mentione by Dan a few days ago.  Alternatively, each Scheduler could just store their filter criteria.

    Org Units could also work but are probably at a less granular level. So you would get more resources. They may also be used for different business lines and not for geography (say Laundry vs Catering equipment) if this is the case you need Territory and Org Unit as filter criteria. Or, if they span multiple geographies.

    I don't see Postal Codes as very relevant here - today these are far too granular in any of the countries I worked in. 

  • Verified answer
    Dan Gittler - Dynamics Field Service Profile Picture
    Dan Gittler - Dynam... on at
    RE: Group the WO & Field Service Team

    I would not use postal codes as a dividing construct.

    The most common method for dividing in Field Service if you are not concerned with data access is territories. Resources and work orders both are assigned territories, and schedule boards can be setup by territory as well. So if you don't need to enforce record access, this is the most common.

    If you do need to restrict certain access, business units is definitely the way to do. Depending on how complex the organization and how stringent the barriers are, you can also use a combination of business unit and territory so you leave room for users to jump between territories within the same business unit. Happy to give more advice if you would like to provide some more information on the org structure and the security model you are thinking about!

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