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

Notifications

Announcements

No record found.

Community site session details

Community site session details

Session Id :
Dynamics 365 Community / Forums / Field Service forum / Quotes within Field Se...
Field Service forum

Quotes within Field Service

(0) ShareShare
ReportReport
Posted on by

Hello,

We are using this system for break/fix IT repair.  We have to provide quotes to customer prior to repair.  Does Field Service have a quote feature that could be sent to the customer for approval?

Thanks,

Shelley

Categories:
I have the same question (0)
  • Verified answer
    Thomas David Dayman Profile Picture
    11,323 on at

    Hi Shelley.

    No, Field Service doesn't have its own quotes feature. You instead use the out of the box Quotes entity that CRM already comes with.

    For example you can create an opportunity which then converts into a quote which then you can convert the opportunity into a Work Order once the quote has been approved by the customer.

    The flow goes more like this:

    Customer/Lead > Opportunity (Opportunity Products) -> Work Order (Work Order Products) -> Invoice

     


    The opportunity products get transferred to the Work Order via Work Order Products. You don't necessarily need Quotes but you can still use them if you wish to

  • Community Member Profile Picture
    on at

    One follow-up question:

    Where would service technicians send part requests from within field service?  In our case, I will be creating work orders, dispatching, ordering parts (warranty and non-warranty) and invoicing.  

    Thanks!

    Shelley

  • Thomas David Dayman Profile Picture
    11,323 on at

    They would create parts request from within the Field Service App out in the field. Someone would most likely pick those Part Requests in the back office who will process them.

    Let me know if you me to expand on anything.

  • Community Member Profile Picture
    on at

    Could you please expand on the process or link me to the step by step process?

  • Thomas David Dayman Profile Picture
    11,323 on at

    This website is quite good - neilparkhurst.com/.../field-service-user-guide

    I would check out 'work order theory'. Was there anything really specific that you were wondering about?

  • Community Member Profile Picture
    on at

    My workflow is much different than above and we are trying to see if there is a way to modify it to match what dynamics appears to do.  

    Our flow is as follows:

    Work order >Tech Diag>Quote>PO>Repair>Invoice

    Looks like we need to try to change to:

    Opportunity (Tech Diag)>Quote>Work order>PO>Repair>Invoice

    Ideally the tech sends me the time it will take to repair a machine along with a part #.  Right now in the system we are using that information is emailed to me from the actual work order.  Sounds like I need to dig a little further to find where the back office (a.k.a. me) would pick those requests.

  • Thomas David Dayman Profile Picture
    11,323 on at

    Yep so instead of just sending you an email of the part number you can set up the parts as products in CRM. So you could have the Field Tech create a Parts Request via the Field Service App or via CRM itself if he/she is using a laptop. Then once the part is sent out to the field agent and they receive it, they then can receipt that part and it will adjust stock in your system (Depending if you have inventory tracking in the first place)

  • Community Member Profile Picture
    on at

    I have a question about the earlier flow you mentioned.  You suggested the need for a quote may not be necessary unless we wish to use it.  We have to have quote documentation that we can send to the customer for approval.  I don't see anything in the opportunity where we could send them a formal quote.  Would you this have to be a quote at this point?  (If this helps, we cannot just verbally quote them or I'd spend all day on the phone :))

    Also, I currently do all the paperwork from beginning to end for our technicians with the exception of requesting to order parts.  I place all orders and receive all parts and distribute them (we only have the one location).  I'm not sure if this helps you clear anything up for any questions you may have.  We are a smaller company (under 25 employees).

    Thank you for all your help!

  • Thomas David Dayman Profile Picture
    11,323 on at

    You can still use quotes.

    I'm not sure how familiar you are with Business Process Flows in CRM. But your process would look something like this:

    Lead/Customer > Opportunity (Create Opportunity Products) > Quote (Get Opportunity Products) > Opportunity (Convert to Work Order) > Work Order > Invoice

    So you will qualify a lead or existing customer to an opportunity. Then you will add potential Opportunity Products that your customer is interested in. Once you are happy you can create a Quote which will pull in the Opportunity Products from the Opportunity (Using the Get Products functionality) and then you can possibly send out a report of the quote to the customer or how ever you give out that information. Once the customer is happy with the quote you will return to the Opportunity again to convert the Opportunity to a Work Order which then eventually will generate an Invoice once the work is complete.

    Your Process sounds quite simple. Which is a good thing.

    Your Field Techs can create a parts request and you will receive them in the back office via CRM. Then you will order those parts to your current location and receipt them yourself, then you can distribute them to the Field Techs.

  • Community Member Profile Picture
    on at

    Thomas-If I understand correctly I would go back to the opportunity once the quote is approved and convert to an work order.  Is this correct?  I had not thought of doing it that way.  Typically when we take in a machine the first thing we do is create a work order so that there is a # tied to the machine in our system.  I notice opportunities do not have #'s tied to them them like quotes, sales order and work orders.  I asked my boss to look into that to see if that field could be added because that would simplify everything.  I'm excited to get this up and going but looks like I have more legwork to do on my end.  I appreciate all of your input.  

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

November Spotlight Star - Khushbu Rajvi

Congratulations to a top community star!

Forum Structure Changes Coming on 11/8!

In our never-ending quest to help the Dynamics 365 Community members get answers faster …

Dynamics 365 Community Platform update – Oct 28

Welcome to the next edition of the Community Platform Update. This is a status …

Leaderboard > Field Service

Last 30 days Overall leaderboard

Featured topics

Product updates

Dynamics 365 release plans