Advanced Field Service

The integration between Cases from Dynamics 365 for Customer Service and the information available for customers in Dynamics 365 for Field Service has been thoroughly extended. Your helpdesk employees will be able to directly link a Customer Asset to a case and relevant details of the Customer Asset will become visible. If this Customer Asset is linked to an active agreement, the case will be linked to the agreement as well.

The entity Customer Asset has been extended with various additional information fields, with an owner & agreement account, with views to related Cases and Work Orders and we have introduced Customer Asset Warranty. By introducing Customer Asset Type, Customer Asset Group and the connection of a Number Sequence to these entities, Advanced Field Service allows you to generate unique Customer Asset ID’s automatically when saving a record.

With Advanced Field Service you can connect many Customer Assets to an agreement as you want, without the necessity to define an agreement booking setup. This way the coverage of a Customer Asset in an agreement is defined and also identified in Cases and Work Orders. We also introduced agreement coverage terms. These terms represent what you as a company cover in a specific type of agreement.

Use an invoice schedule with Work Order invoice schedule lines to automatically invoice a Work Order for a fixed price. Get organized with estimated Work Order Totals Overviews, actual and invoiced amounts that have been extended, including fixed price. Use functionality that overrules standard hourly sales rates of working hours based on the resources executing the Work Order with for example junior, medior, or senior engineer rates.

Customer Location allows you to create physical locations for accounts such as an office building with floors or a large construction site. Customer location is fully integrated into cases, Work Orders, and Customer Assets. A customer's location is different than a Customer's Asset. The Customer Asset is ‘what’ you service as a company and the customer location is ‘where’ the Customer Asset is serviced.