FieldOne Basics


After completing the FieldOne Certification, I tried to list done some important terms and features of FieldOne and how they relate to standard CRM service module entities. As built on top of Dynamics CRM, it uses all the powers of Dynamics CRM with an addition to FieldOne services like Schedule Board, Mobile app, resource pay and advance scheduling algorithm.

The list is more of a quick guide to understand or revise the terms. See FieldOne learning material and other blogs (listed below) for detailed information on each term. Feel free to add more information or correct me in comments section below.

FieldOne Users

  1. Dispatcher
  • FieldOne user who manages work order creation and scheduling.
  • Usually manages work orders using FieldOne web client from Dynamics CRM.
  • Notifies and dispatches a field agent for a particular work order.
  1. Field Agent
  • Field agents are users who visits customer location to provide services.
  • Uses FieldOne mobile application to get notified about work order assignment, work on work order, change status of work order, driving direction, etc.
  1. Manager
  • FieldOne users who analysis data by making use of reports, dashboards, etc.
  • All standard features of Dynamics CRM applicable to reports and dashboard like export to excel.

Important Terms

  • Work Orders
    • Consist of description of the issue or work to be performed, customer information, check list of steps to be followed for completing the work order, location, etc.
    • These are related to a service accounts and not billing account. A customer can have one billing address and multiple service accounts.
    • A particular work order goes through various stages before it is closed. These stages are Create, Scheduled, Dispatched, Serviced, Review / Approval, Invoiced & Inventory adjusted.
    • Work orders can be created manually into CRM or automatically from Case, Order or agreement.
  • Schedule Board
    • Power full tool that helps Dispatcher to schedule work orders and assign resources based on availability, territory, skill set, etc.
    • Shows list of work orders as well as map.
    • Allows rescheduling, updating status and reassigning of work order.
    • Dispatcher can make use of various filters to find right resource to assign to a work order.
  • Skill Types
    • Used to document skills
    • These can be associated with resources and incidents.
    • A resource can be selected for a particular work order based on skills possessed by the resource.
    • Skills related to incidents can be helpful to find right resource who can fulfil incident needs.
  • Accounts
    • Accounts are customers.
    • A customer can have one billing address and multiple service locations.
    • Based on above point, customers are divided in two types as:
      • Service Account
        • These are locations where service is to be provided.
        • Service accounts can be used as billing address too.
      • Billing Account
        • These are locations used for billing.
        • E.g. Head office of a customer.
  • Price Lists
    • Same functionality as CRM price list.
  • Security Roles & FLS
    • Uses standard CRM security roles and Field security profiles.
    • Few OOB security roles specific to field one are (all prefixed with Field Service):
      • Administrator
      • Dispatcher
      • Inventory Purchase
      • Resource
  • Territories
    • Defines service areas.
    • Zip codes are assigned to territories.
    • Resources with similar zip code fall under relevant territory.
    • Work orders are auto assigned to territories based on zip codes.
  • Resources
    • These are users, crews, service center, etc.
    • Resources can be configured to have work hours, time offs, etc. similar to user in CRM.
    • Resources can be paid based on their time tracked for a particular work order and their status like Working hour, overtime, Travel, Break, Business closure, etc.
  • Customer Equipment
    • These are products owned by customers and serviced by field agents.
  • Agreements
    • These are similar to contracts.
    • Agreements can be used to auto create work order and invoices

Important features

  • Scheduling
  1. Manual Scheduling
    1. By using drag and drop of work orders from Work Order list or Map available on Schedule Board.
  2. Scheduling Assistant
  3. Auto Routing Scheduling
  • Sky Mobile App

Additional resource:

https://neilparkhurst.com/2015/12/12/fieldone-sky-work-order-theory/

http://terra.fieldone.com/support/terra/support-faq

http://www.fieldone.com/mobile

https://community.dynamics.com/crm/b/crmandunifiedservicedesk/archive/2015/12/19/fieldone-sky-creating-work-orders

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