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Dynamics 365 Community / Forums / Service | Customer Service, Contact Center, Fie... / Multi site Agreements
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Multi site Agreements

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Posted on by Luke Sartain 1,266

Hi all

We're currently in the process of moving our service business into Field Service and wondered how we can best handle agreements which cover multiple different sites / branches. We have numerous large accounts who insist on a single agreement / service contract for all of their branches. In other words a single agreement may cover assets located throughout the country. We need to be able to schedule work orders at the sites the assets are located which isn't always the same as the service account on the agreement. Whenever a work order is scheduled it always defaults to the location of the service account as opposed to where the asset is located, which runs of risk of engineers turning up at the wrong site. 

I appreciate the logical answer would be to create a separate agreement for each site but all of the different sites need to be billed under a single invoice. 

Any suggestions would be greatly received.

  • Dan Gittler - Dynamics Field Service Profile Picture
    Dan Gittler - Dynam... on at
    RE: Multi site Agreements

    Hi Luke, yes, you are correct. If you are using functional locations as "room 1", "conference room" in the same campus/building it may make sense to have one booking setup, but if they are completely different geographical locations you should create different booking setups.

  • Luke Sartain Profile Picture
    Luke Sartain 1,266 on at
    RE: Multi site Agreements

    Hi Dan

    That was an extremely helpful answer and exactly what I was looking for - many thanks. The bit I was missing was adding the asset to the agreement booking incident (I was adding a service task and relating that to an asset which didn't pull through the location).

    One final question, am I correct in saying that separate agreement booking setups must be made for each location covered by the agreement? For example if an agreement covered three different locations I would require three agreement booking setups? I just tried adding two agreement booking incidents (for assets at different geographical locations) to a single agreement booking setup and the functional location was set to the one first created. It seems logical that multiple agreement booking setups would be required but just to confirm my understanding.

    Thanks again for taking the time to reply.

    Luke

  • Verified answer
    Dan Gittler - Dynamics Field Service Profile Picture
    Dan Gittler - Dynam... on at
    RE: Multi site Agreements

    There is a concept in field service called functional locations. Functional locations can have an address and lat and long and you can relate assets to functional locations.

    When setting up an agreement, you can add agreement bookings setups with incidents that relate to functional locations and assets.

    When work orders are generated, the address on the work order comes from the functional location, and only falls back to the service account address if there is no functional location set.

    Link to docs - https://docs.microsoft.com/en-us/dynamics365/field-service/assets-functional-location

    Link to YouTube video - https://youtu.be/UCjyEKH0qFg

    video talks specifically about agreements 15:30 in but you may need the context from earlier in the video

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