Category Archives: Customer Service

Customer Service, Field Service, Field Service Mobile

Knowledge Articles for Field Service

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  • was available for a long time for Customer Service / Cases
  • now available for Field Service, also offline
  • rich text including pictures, hyperlinks etc.
  • Pictures aren’t available offline [improve@microsoft]

Directly available in Field Service menu now:

  • can be associated to Cases, Work Orders, Customer Assets, Products & Incident Types
  • Knowledge Articles are taken over from a Case into the Work Order, if the Work Order is created out of that Case
  • also if Knowledge Articles are associated with a Customer Asset and/or Incident Types, Knowledge Articles are automatically available at the Work Order

And remember: if you have a Portal, your Knowledge Base is thought to be exposed to your customer base from there as well.

Sources:

Microsoft: https://youtu.be/W4SKfynrjXU

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Customer Service, Customization, Field Service

Facility/Equipment

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Technical entity name: equipment
Microsoft reference here.

Originally coming from Service module.

  • Reachable in menu via Settings=> Business Management.

If you’re opening the form from Unified Interface you’ll see the lookup field Organizational Unit on the form.

For Organisational Unit there is no helpful field description [improve@MS].

But if you’re opening it from the former UI you’ll get another lookup field Site instead:

For Site there is a field description: “Site where the facility/equipment is located.”

So is Organizational Unit the “newer” replacement for Site (at least when it comes to Field Service?

If you are creating a Bookable Resource with Resource Type Equipment than the Organizational Unit gets automatically populated from Facility/Equipment.’Organizational Unit’ into ‘Bookable Resource’.’Organizational Unit’.

Work Hours

There is a Work Hours ribbon button in Unified Interface:

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