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Replacing a product on the company location (at the company branch)

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Posted on by alexy Microsoft Employee

Hello,

I am trying to build the following scenario using Field service (possible together with RSO):

A customer needs to replace a product, the replace of the product can be done *only* at the company's branch, for the purpose of the scenario there are 3 different branches.

From here I have a few questions:

* Does the company branch have to be a facility? Organizational Unit?

* If we need to display the branch closest to the customer in relation to the customer's addresses - is this possible?

* At the moment it is not required - but if we need to reserve time for a resource located in the specific branch to handle the replacement of the product - is it possible?

Thanks in advance

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Gabriel Dias Junckes 2,428 on at

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Hi Alex.

You will need to configure the Organizational Unit for each branch and set latitude and longitude.

To manage the availability, you can use a facility on the branches.

In the work order, you will set the Work Location to Facility.

So it will give you the location from the customer to the nearby facility.

If you need to combine a facility with a resource you can try a resource group.
alexy Microsoft Employee on at

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Hi.

Basically it worked.

However, the travel time shown to the user is 0.(The branch is offered correctly out of the 3)

In principle, I understand why it shows 0, because the resource requirement location is the same as the customer location, so the calculation is 0. However, is there any workaround? to show how far the customer has to travel from his site to the company's location ?
Gene Glenn 125 on at

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I'm not sure if this will help, but you can modify the Start Location per Resource.
alexy Microsoft Employee on at

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Since in my case it is a facility,, start and end are set to the organizational unit.
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Gabriel Dias Junckes 2,428 on at

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The work order/location is the customer location which will be the current location. I am not sure how you capture this information but you can change in the work order location for testing purposes.

It might give you the travel location. I have done it with the APIs where the customers book themselves to the closest facilities and it worked well.
alexy Microsoft Employee on at

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that's correct, however entering the branch address when setting up a work order is, in my opinion, too early step. I would expect the scheduler to select the nearest branch and display the distance between the customer and the branch.

However, I understand that the correct way is when setting up a work order to use the API to locate the nearest branch and populate the location in the work order.
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Gabriel Dias Junckes 2,428 on at

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I meant the customer location in the work order and kept the branch location on the facilities resources.

Setting the Work Location to the facility will reverse the calculation.
alexy Microsoft Employee on at

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Unfortunately it keeps showing zero.

In my work order/resource requirement - the customer address is set.

on the facility/Organizational Unit- set the address of the company.