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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What’s new? Lookup field of type Customer

In normal business scenarios, a customer can be of type Account or Contact in Dynamics CRM. We also have fields of type Customer on some entities like incident which are lookup of type Account or Contact. But the creation of this type of lookup was not possible.

With CRM 2016 Update 1, customizer now has the ability to create Customer field for any OOB or custom entity.

What’s new? Feedback and ratings on entities

With Microsoft Dynamics CRM Online 2016 Update 1 and Microsoft Dynamics CRM 2016 Service Pack 1, we now have an option to track feedback and ratings from customer for records in CRM with the click of a check box.

  • A new option appears on general tab on an entity customization form called “Feedback” which once checked creates an 1:N relationship of that entity with feedback entity similar to activities.
  • Users can use this entity to enter their response.
  • Feedback entity itself is customizable.

You can enable feedback on entities to allow customers to write feedback or provide ratings for any entity record.

Scenario: Business wants to track feedback received from customers on the customer support experience. In this case you can enable feedback for the Case entity to receive feedback.

In case of multiple ratings against one particular record, with use of simple rollup field the ratings can be consolidated.

References

https://www.microsoft.com/en-US/dynamics/crm-customer-center/enable-an-entity-for-feedback.aspx

https://technet.microsoft.com/en-us/library/dn531078.aspx#BKMK_Feedback

Voice of Customer available for CRM 2016 Update 1 Online

As mentioned in CRM Team Blog, Voice of the Customer surveys is now a feature in Microsoft Dynamics CRM Online 2016 Update 0.1 and out of preview. Using which you can create surveys to capture feedback regarding your product or service from CRM. Recipient can take the survey on any web enabled device and the response is logged into CRM. This captured data can be utilized for generating reports, analyzing trends and making appropriate changes to your product/service. More information on the product is available here.

Enable CRM tenant for Voice of Customer

Though late as my CRM online tenant was set up in APAC region, yesterday my org was provided with an option to install two new solutions, Voice of Customer and Fantasy Sales team. To use these features, your O365 admin should install and enable these solution for the organization. Details for doing it are available here.

Once the solution is installed and displayed on your O365 page, you can navigate to your CRM 2016 tenant.

Configure Voice of Customer

Successful installation of the solution will add new tab to the ribbon named “Voice of Customer” which contains all related entities.

Before you can start using the service, you are required to enable it.

For enabling it, navigate to Settings à Solutions à Voice of Customer solution.

Select the agreement check box and click “Enable Voice of the Customer” button.

Once this is done, you are ready to start using the feature.

The configuration page of solution also provides you a link to Configuration Entity for VoC.

This configuration entity consists of details like default email template, Organization Id, Content Delivery Network path, etc.

Creating a new Survey

To create a survey, navigate to Voice of the Customer à Surveys and create a new record.

On the New Survey page, we have 3 options

  1. Survey: This page has all configuration related data for the survey like Survey Appearance (Theme, Logo, Redirect URL, Redirect Text, and Header Text), Invitations and Actions, Feedback, etc.

  2. Designer: This page allows us to create the UI for the survey. It provides options to add pages, questions, ratings, etc.

  3. Dashboard: Here we can see the details regarding the response obtained for the feedback.

Once a survey is created, you can preview it from the Survey page itself before publishing it.

No feedback data of the preview will be stored in CRM.

Creating a Survey Activity

** We are creating this manually but I’m sure we should be able to automate it using processes too.

A survey activity can be created from most of the entities in CRM like Contact, Account, Case, etc. We will be creating one form Contact.

Navigate to Contact and open a record for which we want a survey. In the related records, select Survey Activity and “Add New Survey Activity”.

Set the activity details like Regarding, To, Survey, etc. Once saved this will generate the survey invitation Link that can be sent to users for providing feedback.

Executing/providing the feedback

End users can provide feedback simply by clicking the feedback link provided to them. Below is the sample feedback that I created for capturing the session feedback (one of the hobby project I’m working onJ)

Page 1

Page 2

Page 3

Tracking the Survey Response

Survey response can be tracked from related Survey Response for Survey Activity.

I’m still exploring the feature more. Please comment if you have anything to share on same.

Connecting CRM 2016 to Power Query in Excel 2013 with updated Odata feed

In my previous posts we had discussed about how we can connect Dynamics CRM with Power Bi and Power Query. But with the introduction of API in CRM 2016, there is slight change in the OData feed URL generated for CRM 2016.

Using the same process mentioned in older posts but making use of this new OData feed URL, we can achieve same results for CRM 2016 as well.

The url format is [Your Organization Root URL]/XRMServices/2011/OrganizationData.svc.

e.g.: https://u———–y.api.crm5.dynamics.com/XRMServices/2011/OrganizationData.svc

OnLoad event for SubGrid in CRM 2015 Update 1

Till CRM 2011 we used to use Xrm.page.getControl(“grid”) to get a grid control available on form and perform any runtime activity like changing the view/query, etc. Also we were required to write the complete script on OnLoad even of form and add a timeout till the subgrid is loaded as subgrids are loaded asynchronously after the form is loaded. There was no way we can have a trigger on load of a subgrid till CRM 2015 Update 1. What we used to do is explained in older post here.

But with CRM 2015 update 1, we now have an option to execute scripts when data is loaded in subgrids. Because of which we are not required to have any timeout added in the script and iterate it till the data is loaded into subgrid.

With addition on GridControl.addOnLoad method, we can now add event handler for OnLoad event of subgrid which is more reliable than the form OnLoad event for form with a timeout. This event will get triggered whenever data is bound to a subgrid.

The steps to add this event is not similar to adding a form OnLoad event (from form customization popup), the way to add it is by invoking it using a code from other events (e.g. form OnLoad) by making use of GridControl.addOnLoad method. Similarly, use GridControl.removeOnLoad to remove event handlers.

Xrm.Page.getControl(“Contacts”).addOnLoad(myContactsGridOnloadFunction);

References:

https://msdn.microsoft.com/en-us/library/dn932137.aspx?f=255&MSPPError=-2147217396

https://msdn.microsoft.com/en-us/library/dn932126.aspx#BKMK_subgridAddOnLoad

https://crmcooking.wordpress.com/2015/07/15/writing-scripts-for-subgrids-with-crm-2015-update-1/

Solution Segmentation in CRM 2016: Add selected entity assets to solution

With the launch of Microsoft Dynamics CRM 2016, out of many important features added one is Solution Segmentation and Patches.

With solution segmentation we can now export solutions with selected entity assets (fields, forms, views, etc.) rather than entire entities with all the assets.

This helps a lot as previously if we were required to deploy a single new view created for an entity, we were required to deploy and publish the complete entity. This used to end up deploying some under development depended components too. The feature is most importantly useful in applying patches.

This feature allows granular control of the solution package without changing any XML. This will make ALM and Deployments much smoother.

Also by making use of the API aspect, we can try to automate build and deployment process.

Supported entity assets that can be selected for a entity are:

  1. Forms
  2. Views
  3. Charts
  4. Fields
  5. Keys
  6. Relationships (1:N, N:1, N:N)
  7. Messages
  8. Business Rules
  9. Hierarchy Settings
  10. Dashboards

Follow TechNet articles for more information on Use segmented solutions and patches to simplify solution updates

Configuration Migration tool for CRM 2015

Note: Contents re-blogged as it is from TechNet blog.

The Configuration Migration tool enables you to move configuration data across Microsoft Dynamics CRM instances and organizations.

The Configuration Migration tool allows you to:

  • Select the entities and fields from where you want to export the configuration data.
  • Avoid duplicate records on the target system by defining a uniqueness condition for each entity based on a combination of fields in the entity, which is used to compare against the values on the target system. If there are no matching values, a unique record is created on the target system. If a matching record is found, the record is updated on the target system. If no duplicate detection (uniqueness) condition is specified for an entity that is being exported, the tool uses the primary field name of the entity to compare against the existing data on the target system.
  • Disable plug-ins before exporting data and then re-enable them on the target system after the import is complete for all the entities or selected entities.
  • Validate the schema for the selected entities to be exported to ensure that all the required data/information is present.
  • Reuse an existing schema to export data from a source system.
  • Embed the exported modules created from this tool (schema and data files) in other programs. For example, you can use the exported data in Microsoft Dynamics CRM Package Deployer along with other solutions files and data to create and deploy packages on a CRM instance.
  • The Configuration Migration tool does not support filtering of records in an entity. By default, all the records in the selected entity will be exported.

The following diagram illustrates how the Configuration Migration tool is used for migrating configuration data.

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Get data from Dynamics CRM 2015 to Power BI using connector

Update 20th Feb 2016: 

Connecting CRM 2016 to Power Query in Excel 2013 with updated Odata feed

Original Post:

The Microsoft Dynamics CRM content pack for Power BI Preview allows you to easily access and analyze CRM data in Power BI. The content pack uses the OData feed to create a descriptive model, with all the entities and measures needed such as Accounts, Activities, Opportunities, Product, Leads, Users and more.

After you have Power BI subscription, Click Get Data on the welcome screen.

Select Microsoft Dynamics CRM and click Connect.

Important:

Make sure your popup blocker is disabled or is set to allow popups from app.powerbi.com.

Provide the OData URL associated with your account. This will be in the form “https://mytenant.crm.dynamics.com/XRMServices/2011/OrganizationData.svc

When prompted, provide your credentials (this step might be skipped if you are already signed in with your browser). For Authentication Method, enter oAuth2 and click Sign In:

After connecting, you’ll see a dashboard customized for a Sales Manager, populated with your own data:

 

For more information, see below link. Happy analyzing the data J

https://support.powerbi.com/knowledgebase/articles/462791-microsoft-dynamics-crm