Get Set
For a dynamic future
Chapter 6: overview
Understand common scenarios where the service scheduling module can
apply.
Define and understand the context of basic elements of the service
scheduling module.
Identify the role and importance of the service activity scheduling engine
and scheduling process.
Demonstrate how to create and modify services and selection rules for the
resources required to perform a service activity.
Lab: preparation (part I)
Service scheduling overview
Microsoft Dynamics CRM includes a built-in service scheduling and dispatch
system that provides a centralized, consolidated view of professional service
workers' calendars and schedules.
Some benefits of service scheduling include:
Service scheduling scenarios
The individual worker scenario is a situation where an individual worker
needs to be scheduled to meet with clients, customers, or other
appointments.
Service scheduling scenarios
The shift work and skills scenario is a business where workers need to be
scheduled who have different skill sets working in different time shifts.
Service scheduling scenarios
The complex schedule scenario is a business where workers need to be
scheduled with different skill sets, working with specialized equipment,
and located at different sites.
Service scheduling scenarios
The outbound service scenario is a business where workers need to be
scheduled who have different skill sets, work with assigned equipment,
and work on location.
Scheduling services terminology
Users
Facility/equipment
Resource
Groups
Lab: pick a business (part II)
Scheduling process
Service scheduling procedures
Planning
Follow-up Scheduling
Scheduling
Scheduling
Engine
Engine
Delivery
Scheduling module subcomponents
Facilities and equipment
User work schedules
Setting up work schedules enables schedules to:
Factor in the users, facility, and equipment schedule in availability searches.
Set a resources’ working hours, days, date ranges, and time zones.
Set up a reoccurring schedule.
Define work hours.
Defining work hours
Work schedule
Time off
Service restrictions
Business closures
Customer service schedule
Create a service
Create a selection rule
Lab: creating resources and services (part III)
Chapter 6: review
Understand common scenarios where the service scheduling module
can apply.
Define and understand the context of basic elements of the service
scheduling module.
Identify the role and importance of the service activity scheduling engine
and scheduling process.
Demonstrate how to create and modify services and selection rules for
the resources required to perform a service activity.
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