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Dynamics 365 Community / Forums / Microsoft Dynamics CRM (Archived) / Work Order vs. Service...
Microsoft Dynamics CRM (Archived)

Work Order vs. Service Activity || Service Calendar vs. Schedule Board

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Posted on by zmk 792

Hello,

I'm exploring Field one sky using CRM 2016 online. Does Work Orders and Schedule Board in Fieldone sky replaces Service Activity and Service Calendar in the Services module especially that a work order is simply a request for service.

What is the best practice for using either of them?

Thanks

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  • Verified answer
    Neil Parkhurst Profile Picture
    Neil Parkhurst 10,727 User Group Leader on at
    RE: Work Order vs. Service Activity || Service Calendar vs. Schedule Board

    Saying that FieldOne work orders / schedules replaces service activity / service calendar might not be quite the case. But there is certainly some overlap with the two concepts. In my opinion, if you use FieldOne you are unlikely to also use service activity. But you could!

    There can be quite a bit of setup with service activity scheduling but probably still simpler than FieldOne. But then FieldOne has more scheduling capabilities, generally. Although I don't think some of the least busy / most busy logic of service scheduling is mirrored in FieldOne. (At least not exactly.)

    Which one to use will depend on specific business needs, I think both have a place. If you are in a field service situation then FieldOne and its mobile app has some obvious (big) advantages.

    But if you wanted to simply schedule things like facilities and equipment maybe the "old" service activity concept is best. For example it might be "better" than FieldOne if you wanted to schedule a train course. And defined your training rooms as facilities etc. Previously I have used the least busy concept in service scheduling to evenly spread work across multiple team members.

    I don't think there is a definite right or wrong approach in terms of which to use, if you have engineers out in the field and want to use a mobile application or wish to track travel time then FieldOne would the clear choice. FieldOne contains geocoding logic which isn't found in service scheduling. So if you have any requirements that relate to locations that probably means FieldOne is the clear winner. (E.g. If you want to show work orders on a map.)

    If the requirements are simpler then the best solution maybe more debatable.

    Hope this helps.

  • zmk Profile Picture
    zmk 792 on at
    RE: Work Order vs. Service Activity || Service Calendar vs. Schedule Board

    Thanks Neil for your answer.

  • Process Profile Picture
    Process 120 on at
    RE: Work Order vs. Service Activity || Service Calendar vs. Schedule Board

    Hi Neil

    Thanks for your sharing, I am seeking the same topic, i have a confuse thing about using SLA for Work Order?? How can I use SLA when using Field Service.

    Thank you.

  • Suggested answer
    Neil Parkhurst Profile Picture
    Neil Parkhurst 10,727 User Group Leader on at
    RE: Work Order vs. Service Activity || Service Calendar vs. Schedule Board

    Hi Huong

    Out of the box there isn't an SLA on a work order.

    But as I am sure you know we can now apply an SLA to any entity so one could be created.

    I haven't (yet) applied an SLA on a work order but I guess this will be a common question. So I am happy to try it!

    The main question will be what do you want to measure as an SLA on a work order? With a case it would be first response and resolution.

    With a work order I guess you might want to say that it is scheduled and completed. But there is a difference!

    With cases (and other entities) we would normally work from the date the record was created. But a work order can be generated ready for scheduling in "n" days time. I think some experimentation will be needed to work out what an SLA should / could actually show.

    Do you have any thoughts on how the SLA should ideally operate?

    Neil.

  • Process Profile Picture
    Process 120 on at
    RE: Work Order vs. Service Activity || Service Calendar vs. Schedule Board

    Yes Neil,

    I have just found how to enable SLA in Work Order (sorry for my question, cause I dont search carefully about the new in CRM 2016 update 1)

    Before I have a big problem to compare Field Service vs Service (as Case with Word Order, Service Activity vs Work Order..)

    I tried create SLA for Worder Order, a problem at SLA KPI, I will think more about that :(

    Thanks  you so much.

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