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

Notifications

Announcements

No record found.

News and Announcements icon
Community site session details

Community site session details

Session Id :
Dynamics 365 Community / Forums / Service | Customer Service, Contact Center, Fie... / FS
Service | Customer Service, Contact Center, Fie...
Answered

FS

(3) ShareShare
ReportReport
Posted on by PR-11031733-0

Need information on Field Service Scheduling Vs Scheduling in RSO.
With examples, to understand the scope of RSO.

Categories:
Dynamics 365 Field Service
I have the same question (0)
  • Suggested answer
    Tom_Gioielli Profile Picture
    Tom_Gioielli 2,792 Super User 2025 Season 2 on at
    The Microsoft documentation does a pretty good job of explaining the overview of these two options. If you have specific questions on some of the functionality, we may be able to assist further.
     
     
  • Verified answer
    Saif Ali Sabri Profile Picture
    Saif Ali Sabri 2,351 Super User 2025 Season 2 on at
    Field Service Scheduling vs. Scheduling in RSO (Resource Scheduling Optimization)
    Microsoft Dynamics 365 Field Service provides two primary scheduling methods:
    1. Manual or Semi-Automatic Scheduling (Field Service Scheduling)
    2. Automated Scheduling with Resource Scheduling Optimization (RSO)
    Here’s a detailed comparison with examples to clarify when to use each:

    1. Field Service Scheduling

    What is it?
    Field Service Scheduling allows dispatchers to assign work orders to resources manually or semi-automatically using the Schedule Board. The system provides recommendations, but the dispatcher has control over the final decision.

    Key Features:

    ✔️ Drag-and-drop scheduling on the Schedule Board
    ✔️ Resource availability and skill matching
    ✔️ Travel time estimation
    ✔️ Manual or assisted scheduling via the Schedule Assistant

    Example Use Case:

    A dispatcher at an HVAC company needs to assign a repair job. They manually check the Schedule Board, find a technician with the required skills, and drag the work order to their calendar slot. They might also use the Schedule Assistant to get resource suggestions based on location and availability.

    2. Scheduling with RSO (Resource Scheduling Optimization)

    What is it?
    RSO is an advanced scheduling engine that uses AI and optimization algorithms to automatically assign and optimize resource schedules based on predefined goals (e.g., minimizing travel time, balancing workload, prioritizing high-value customers).

    Key Features:

    ✔️ Fully automated scheduling and optimization
    ✔️ Configurable objectives (e.g., minimize travel, maximize work hours)
    ✔️ AI-driven real-time adjustments
    ✔️ Batch or real-time optimization of schedules

    Example Use Case:

    A telecom company has 200+ service calls daily across multiple cities. Instead of manually assigning each job, RSO runs automatically at night, optimizing schedules based on:
    • Technician proximity to jobs
    • Skillset matching
    • Reducing total travel time
    • Prioritizing urgent cases
    A dispatcher only needs to review and approve the schedule, significantly reducing manual effort.

    Key Differences:

    Feature Field Service Scheduling RSO (Resource Scheduling Optimization)
    Control Manual/Semi-automatic (Dispatcher decides) Fully automated (AI-driven)
    Optimization Basic scheduling suggestions Advanced multi-parameter optimization
    Use Case Small teams, fewer daily jobs Large teams, high job volume
    Travel & Efficiency Dispatcher must consider manually AI optimizes routes and work distribution
    Scheduling Frequency On-demand Automated (Scheduled or real-time)
    Complexity Simple Advanced
     

    When to Use RSO?

    ✅ Large-scale field service operations
    ✅ High volume of work orders
    ✅ Need for AI-driven efficiency improvements
    ✅ Desire to reduce manual scheduling workload

    When to Use Standard Scheduling?

    ✅ Small teams with fewer jobs
    ✅ When manual adjustments are needed frequently
    ✅ For dispatchers who prefer control over assignments
    Let me know if you need deeper insights or configuration steps!
     
     

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

Quick Links

Responsible AI policies

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

Neeraj Kumar – Community Spotlight

We are honored to recognize Neeraj Kumar as our Community Spotlight honoree for…

Congratulations to the November Top 10 Community Leaders!

These are the community rock stars!

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

#1
Tom_Gioielli Profile Picture

Tom_Gioielli 55 Super User 2025 Season 2

#2
Daniyal Khaleel Profile Picture

Daniyal Khaleel 27 Most Valuable Professional

#3
Soundari Profile Picture

Soundari 15

Last 30 days Overall leaderboard

Featured topics

Product updates

Dynamics 365 release plans