About the delivery
ProsessPilotene implemented Dynamics CRM in the Nordic region – Garda Sikring Group AS for Garda Sikring Group AS. The delivery included Sales, Field Service, Work Orders, and Azure Service Bus and was completed in 2024.
Value creation
Assign the right resource to the right job. Based on resource requirements that can be added to the job, such as location, expertise, role, etc., field service can suggest and search for the right resource for the job. Increase productivity or improve job organization by using events, checklists, service tasks, and automation for products related to the job.
The solutions
- Sales
- Field service
- Work orders
- Azure Service Bus
Field Service: Overview of some of the key features and modules in Dynamics 365 Field Service:
- Work orders: This feature allows you to create, track, and manage work orders, which describe the work to be performed by technicians. You can assign resources, add service offerings, add tasks with checklists, estimate costs, and set up billing for them.
- Resource scheduling: Using the resource scheduler, you can assign technicians and equipment to work orders based on availability, skills, location, and other factors. This helps optimize resource utilization and reduce travel time and costs.
- Service agreements: You can create and manage service agreements for the long-term maintenance and support of customers' equipment. This includes the automatic generation of work orders based on scheduled maintenance intervals and the monitoring of warranties and SLAs (service-level agreements). Maintenance intervals can be daily, weekly on specified days, annually, every 36 months, etc. Both work orders and invoices can be scheduled at set intervals.
- Inventory management: Dynamics 365 Field Service lets you keep track of inventory, including spare parts and tools required to perform the work. You can also track inventory across different locations, such as central warehouses and technicians’ vehicles.
- Mobile app: With the Dynamics 365 Field Service mobile app, technicians can access work orders, updates, inventory, and customer information while on the go. They can also collect signatures, take photos, and add notes directly in the app.
- IoT integration (Internet of Things): Dynamics 365 Field Service can be integrated with IoT devices to collect real-time data from equipment, enabling proactive maintenance and faster troubleshooting. This leads to increased customer satisfaction and reduced operating costs.
- Analytics and reporting: Dynamics 365 Field Service includes built-in analytics tools and dashboards that provide insights into key performance indicators (KPIs), such as technician productivity, first-time fix rate, and average response time.
Work order: Register a work order and its subtasks.
- Events
- Service tasks
- Products
- Time tracking
- Checklists
With a drag-and-drop interface, inspections are easy to create and easier for technicians to complete than paper forms. Inspection responses are stored in Microsoft Dataverse, making it easy to report on results and incorporate inspections into automated business processes.
Create automation so that these are automatically added for certain controllers.
Azure Service Bus: All variants of Azure Service Bus are grouped under this as Subordinate Modules.
Our preferred method is based on Topic, but some intermediate storage queues use Queue.
Azure Service Bus Messaging documentation | Microsoft Learn
Area and keywords
Sales
Field Service
Integration; Backend
Sales
Field Service
Work orders, incidents, products, service tasks, time tracking, checklists, inspections
Message-based, Near Real-Time
Limitations
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