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Dynamics 365 Community / Forums / Service | Customer Service, Contact Center, Fie... / Is this not a common p...
Service | Customer Service, Contact Center, Fie...
Suggested answer

Is this not a common process flow for Field Service companies?

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Posted on by crham 378

Technician goes to jobsite

They start the work timer by changing to arrived (or automagically with GPS). 

When work is complete the technician makes notes on the time entry of work done, exceptions to the work (trouble they had, time spent that's not billable maybe, etc.)

Office person reviews/edits/approves time entries

Different Labor items are added to the work order from the approved time entries based on the time entry Type (ie. troubleshooting is one labor rate, installation is another, remote troubleshooting is another, etc.)

Work Order turned into Invoice...

I ASK BECAUSE it's seems Work Orders do not work this way OOB.  ...but instead it's expected that technicians fill in each labor item to bill and their duration--which IMHO is not a role of a technician...not to mention Time Entry Description field is way to short for entering much info (created separate threat about that).

They just need to log the TYPE OF WORK (Time Entry Type), the start and finish times, description of the work, exceptions, etc.

  • Suggested answer
    Gabriel Dias Junckes Profile Picture
    Gabriel Dias Junckes 2,428 on at
    RE: Is this not a common process flow for Field Service companies?

    All the items in your list are available but you will need to do some automation.

    You can explore Approvals with Flows.

    The billable hours and time entry are disconnected, you will need to automate it if you want to automatically create the Work Order Service. The billable hour has the round capability. Check the price list config.

  • crham Profile Picture
    crham 378 on at
    RE: Is this not a common process flow for Field Service companies?

    ...but because:

    1. I see no way for a Time Log to be APPROVED/MANAGED

    2. I see no way to have Approved time logs create service items on the WO

    ...I felt like maybe this part of the process is either not requested or I'm doing things differently than most.

    So the questions then are:

    1.  Is there an OOB way to have personnel approve a time log?

    2.  Is there an OOB way for that person to do things like

        a.  This time log (although showing 2 hours 27 minutes) should be billed for just 2 hours.

        b.  Define all time logs to round up to the next x interval (say 15 minutes)

        c.  Define that this time log should be billed at a certain rate

    3.  Is there an OOB way that person can then EASILY have Labor items added to the Work Order for all the Time Logs approved time at the approved rate?

  • Suggested answer
    Gabriel Dias Junckes Profile Picture
    Gabriel Dias Junckes 2,428 on at
    RE: Is this not a common process flow for Field Service companies?

    You find all those functionalities in Field Service.

    The work order will have the customers, job details, etc. It can have multiple bookings before you complete the job. The technicians will work on the bookings, and the time spent will be automatically captured by changing the booking status. See: learn.microsoft.com/.../field-service-time-entry

    The technician can add Work Order Products/Services to the work order. 

    When all the bookings are completed the work order will move to complete, that is the stage the FS Administrator can review and approve the time.

    Time Entries will add the Work Order cost.

    For the billable line and invoice Field Service uses the Work Order Services and Products.

    The Invoice will be created by posting the Work Order. You can add notes to it before confirming. 

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