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Dynamics 365 Community / Forums / Microsoft Dynamics CRM (Archived) / Is anyone else an IT R...
Microsoft Dynamics CRM (Archived)

Is anyone else an IT Reseller?

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Posted on by Community Member

Is anyone else out there an IT reseller using this system? 

We have both sales and service departments.  We will use field service for break/fix in-shop and onsite but we are having a problem with flow as normally a work order number is assigned to the machine when it comes in the door or when we send the tech in the field.  If we do follow that flow the quote will not be attached to anything. 

It was suggested that we fill out Lead/Opportunity for each machine and then quote and go back to that lead to create a work order once it's a approved.  The work order would then be attached to the opportunity but not to the work order.  But there wouldn't be a work order number attached to the machine until after the technician diagnoses the machine. I think this would get really message because we have large numbers coming in.  

Thanks!

Shelley

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  • MOPO Profile Picture
    MOPO 237 on at

    Hi Shelley,

    I do understand that it is a bit confusing to use lead / opportunities.

    I have made a solution for a customer (not IT) who does inhouse repair and also onsite repair - all done only using work orders.

    If it is "inhouse repair" they do as follows:

    1. Create all "Assets" - serial numbers that need to be repaired

    2. Create work order

    3. Now the add an "Incident type" per "Serial Number".

    On each "Incident Type" the add a "Description", "Services", "Products" and finally the correct "Sales Price List" - Sales Prices could be added manually and a total fixed could also be added.

    4. "System Status" on the Work order is "Open - Unscheduled" and they have the following "Sub-status":

    A) Quote needed

    B) Quote accepted

    C) Quote not accepted (Automatically sets the work order to "Inactive"

    5. They e-mail a PDF-report (Quote) to the customer directly from the work order. They use "Documents CorePack" to create PDFs

    This works fine for them.

    /Morten

  • Community Member Profile Picture
    Community Member on at

    Thank you Morten!  I will have a look at this and see if this is an option for us!  I appreciate your insight.  

  • Community Member Profile Picture
    Community Member on at

    Morten,

    Where is the quoting option from within the work order.  I'm not seeing it.  

    Thanks,

    Shelley

  • MOPO Profile Picture
    MOPO 237 on at

    Hi Shelley,

    You do not have a quoting option on a work order.

    Instead we have added a report "Quotation" that includes all necessary products, services, serial number etc. from the work order.

    This report is automatically emailed to the contact person in the field "Reported by contact" on the work order when sub- status is changed to "Quote created".

    I am aware this is probably not the correct way to do it "CRM Wise" but it works fine and if you want to follow up on "Quotes" you can just create your own dashboards etc.

    / Morten

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