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Using Customer Assets

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Posted on by antc 2,909

Hi all,

What are your thoughts on the best implementation of Field Service.

Scenario:

Each Customer can have multiple Assets in various locations. All work orders will be based on these assets.

The assets although similar are all unique to some extent.

Would you create a new address for each asset and map it to Work Order address? Not sure if this would work!

Or would it be better to have child Accounts (Customer) for each asset to maintain oob address mapping?

One issue I see through some very basic testing is when on an asset and you create a new work order through the related work order subgrid it pulls up the asset into the quick create although not the service account. If I went with the scenario of child accounts for each asset I could then have a workflow that populates the billing account.

Any thoughts?

Categories:
Field Services
  • Community Member Profile Picture
    Community Member Microsoft Employee on at
    RE: Using Customer Assets

    I do not see the action "Resource Scheduling – GeoCode Address" in Workflow designer. I do see it in the Processes list, however. Any idea why it is not available in Perform Action step in Workflow designer?

    Please refer to the following article: www.powerobjects.com/.../geocode-anything-with-dynamics-365

    Thanks.

  • Suggested answer
    antc Profile Picture
    antc 2,909 on at
    RE: Using Customer Assets

    Hi,

    Might be a bit late however I use custom fields mapped from Service Account for each address and added map to Customer Asset form.

    As this was migration from another org I concatenated some fields for historical reasons.

    3441.44183.Capture.JPG 

  • Community Member Profile Picture
    Community Member Microsoft Employee on at
    RE: Using Customer Assets

    I know this is an old thread, but I'm curious about how to add an address to the Customer Asset entity. There's already an Address entity in D365, but I don't see it listed when I try to customize the Customer Asset form. Do you have to create custom fields to manage addresses for Customer Assets?

  • Verified answer
    antc Profile Picture
    antc 2,909 on at
    RE: Using Customer Assets

    I have changed my thinking on this one.

    As the customer doesn't have many assets per account (ussualy 1) it's better to use the Service Account model as it's a cleaner implementation. Nearly all Assets will have the same Account for Billing and Service.

    The geo coding from Customer Asset did work well however and I would implement if Account has multiple Assets in multiple locations.

  • antc Profile Picture
    antc 2,909 on at
    RE: Using Customer Assets

    I customised Customer Asset and added an address fields as well.

    Setup Geo Code for the address with Workflow use action “Resource Scheduling – GeoCode Address” onchange address field.

    Mapped these Customer Asset fields to Work Order so popul;ates the Quick create form.

    I don't think it would be to bad to use Child Accounts as sub Accounts as you could have views to deferintaite Service Account to Billing Account.

  • Thomas David Dayman Profile Picture
    Thomas David Dayman 11,323 on at
    RE: Using Customer Assets

    I'm guessing you have customers that have assets which are spread around in different locations?

    I wouldn't recommend that you should have child Customer Accounts for your Assets as they are not really customers.

    But it seems like you have found a solution. Could you explain in more detail how you are achieving it? I work closely with Customer Assets but they are only ever at the Customer Address, so it would be nice to hear how you handled having assets which are not on site.

  • antc Profile Picture
    antc 2,909 on at
    RE: Using Customer Assets

    Cheers Thomas!

    I will be customising Customer Asset, mapping to Work Order and publishing to the App.

    Was more after feedback if most people utilise the Customer Asset as the center piece so to speak or prefer custom entities for equipment and possibly any advantages or disadvantages. 

  • Thomas David Dayman Profile Picture
    Thomas David Dayman 11,323 on at
    RE: Using Customer Assets

    Could you add the Customer Asset entity to the list of Entities that you could schedule? Then you could add address's to those Assets?

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