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Dynamics 365 Community / Forums / Service | Customer Service, Contact Center, Fie... / enter multiple custome...
Service | Customer Service, Contact Center, Fie...
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enter multiple customer assets in one work order - using incidents

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Posted on by Samantha73 3,390
Hi Guys
Our business requirement is as follows:
1. A work order consists of more than one customer assets
2. Need to allocate products, services, tasks and inspection template to each individual customer asset within a WO
3. Report base on each customer asset and estimated vs Used
4. Schedule as one work order as one technician handles all customer assets within a WO
 
We are thinking of using incidents and link all products and services to customer asset within the incident. Will that work? Are there any other alternatives?
  • MichaelTorres Profile Picture
    MichaelTorres 86 on at
    Hi,
     
    Yes, using incidents for each customer asset within a single work order is a good approach. You can assign products, services, and tasks to each asset via incidents, and this will let you track them individually.
     
    For reporting, incidents will allow you to track estimated vs. used resources for each asset. Scheduling can still be managed as one work order since the technician handles all assets together.
     
    You might also consider using functional locations or sub-work orders if you need more flexibility.
  • Vahid Ghafarpour Profile Picture
    Vahid Ghafarpour 12,278 on at
    Your approach of using incidents to link products and services to customer assets within a work order (WO) can work, but there might be more streamlined alternatives within Dynamics 365 Field Service. 

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