Chapter 20: Service Scheduling Life Cycle
CHAPTER 20: SERVICE SCHEDULING LIFE CYCLE Objectives The objectives are: •
Introduce key service scheduling concepts
•
Compare service business scenarios
•
Understand the service scheduling process flow in Microsoft Dynamics CRM
•
View a demonstration of the service scheduling process
Introduction This lesson discusses a basic service scheduling process, starting with defining a service. The Service Manager creates the service and ensures that the appropriate resources are added to the service. Once this process is complete the Service Representative can schedule a service activity. NOTE: The examples in this lesson are shown using the Web Client. All the tasks can be completed using the CRM Outlook Client application which is shown in subsequent lessons.
20-1
Applications in Microsoft Dynamics™ CRM 4.0
Service Scheduling Introduction and Terminology Service Scheduling is designed for service providing companies. The feature specializes in resource and time management. When making customer appointments, Service Scheduling automatically considers the availability of employees, facilities, and equipment to ensure that resources are ready for the customer. Some of the benefits of Service Scheduling include: •
Scheduling tighter appointments while improving service quality
•
Preventing over-scheduling with predictable workloads for employees
•
Ensuring reliable time estimates for your customers and clients
This lesson is designed to help you understand the service scheduling feature. Presented are some best practices, suggestions, and examples to illustrate this feature of Microsoft Dynamics CRM. The examples are in the form of four service business scenarios. Compare your service business with the business descriptions of each scenario. You should find one that comes as close as possible to matching your own service business. The discussion for each scenario describes step-by-step, how to configure Microsoft Dynamics CRM for that service business.
Terminology Service A service is a type of work provided to a customer and performed by one or more resources. For example, bike repair or tax consultations are services. To define a service, enter general information about the service, identify the resources needed to provide the service, and then describe these requirements by creating a selection rule. Selection Rule In its simplest form, a selection rule is the list of users, facilities, or equipment required to perform a service. You can define resources by how busy they are, and whether the resources are from the same site or business location. For each service, create at least one selection rule by selecting one or more users, facilities, and equipment to perform it. Conditional sub rules can be used to further refine a resource selection. Microsoft Dynamics CRM displays the selected rules in a tree view. When searching for a service activity time, the selection rules consider the lowest-level sub rule first, and then the next level up, until the top-level rule is reached.
20-2
Chapter 20: Service Scheduling Life Cycle Service Activity Microsoft Dynamics CRM Service Scheduling keeps track of the services provided as a service activity. A service activity combines a service, at least one resource, a specific time, place, and customer. To schedule a service activity, first select the service and then search for an available time. Microsoft Dynamics CRM uses the service's selection rules and the resource's work schedule to present a list of available times. After selecting the desired time, the service activity is added to the schedule. Resources Resources are people (Microsoft Dynamics CRM users), facilities (such as a room or a hall, where a service activity can be performed), and equipment. Individual resources have work schedules that define when they are available to work. Resource Groups A resource group is a pool of similar resources, from which individuals can be chosen for a service activity. These resources generally can be thought of as being interchangeable. Perhaps the members of one resource group have the same skill set (or at least a skill set appropriate for a certain service activity). Resource groups are used in Microsoft Dynamics CRM to model the skills (or other characteristics) required to perform or deliver a service. Selection Criteria Selection criteria can be used to determine how resources are allocated. For example, you can choose to set up the service to make sure that a technician is scheduled as fully as possible before another technician is scheduled. Or the opposite is possible - making sure that all technicians are scheduled relatively evenly. By default, services are set up to select resources without comparing how many service activities are scheduled for each resource. When a selection criterion is added to a selection rule, the sub rules are considered first. If you have two equal sub rules, one that looks for Most Busy and another that looks for Least Busy, each sub rule offers the appropriate resource based on their selection criteria. Those resources are then considered by the rule on the next level up. Capacity Scheduling Microsoft Dynamics CRM can set up services and resources to take into account different sized facilities or the experience levels of the users. This is capacity scheduling. Capacity is a relative unit that you define. One example is to define capacity in a bicycle repair shop as the number of bikes the shop has room to accommodate at the same time.
20-3
Applications in Microsoft Dynamics™ CRM 4.0 Capacity can also measure skill level. For example, a junior bike technician has the ability to perform one bike inspection per hour, and a senior technician has the ability to perform four bike inspections per hour. If two bikes must be inspected in one hour, it takes either two junior technicians, or one senior technician who can perform the inspections in half the time. Effort Required When you add effort required into the selection rule, each time a user searches for an available service activity time, the selection rules inspect the resources for capacity available. If the resource is scheduled, then that resource's capacity is reduced by the effort required for the service. Define When Resources Are Available The availability of each resource can be defined, including vacations, time-off, working hours, capacity, and maintenance. You can view the schedule for resources, compare it to other resource schedules, and check for conflicts. Microsoft Dynamics CRM can then determine which resources or combination of resources are available to perform a service at a specific date and time. In addition, you can set the days an organization is closed for holidays and other events, as well as exempt individual resources from the closure schedule.
Service Scheduling Scenarios This section describes four service business examples. Compare your service business with the business descriptions of each example. Look for the example that most closely matches your service business. Individual Worker The Individual Worker service business scenario is a basic situation where you need to schedule an individual “worker” to meet with clients, customers, or other appointments. For this scenario, a business should meet the following characteristics:
20-4
•
Individual workers meet clients one-on-one.
•
The only facility needed is the worker's office.
•
No other specialized equipment is required.
•
Scheduling shared conference rooms or other resources is not required.
Chapter 20: Service Scheduling Life Cycle Example businesses include: •
Tax consultant
•
Public accountant
•
Attorney
•
Social worker
•
Psychologist
Shift Work and Skills The Shift Work and Skills service business scenario is a business where you need to schedule workers who have different skill sets working in different time shifts. For this scenario business should meet the following characteristics: •
Various workers have different skills sets, credentials, or working licenses. Not all workers can do all services.
•
Workers are working in different shifts.
•
Each shift worker has their own work space. For example, the day shift worker and the evening shift worker can use the same work space, equipment, and other facilities because the day and evening workers will not be there at the same time.
•
No other specialized equipment is required.
•
Scheduling shared resources is not required.
Example businesses include: •
A car repair business
•
Electronics repair
•
Blood donation center
Complex Schedule The Complex schedule service business scenario is a business where you need to schedule workers who have different skill sets, working with specialized equipment, and located at different sites. For this scenario business should meet the following characteristics: •
Various workers have different skills sets, credentials, or working licenses. Not all workers can do all services.
•
Workers are working in different shifts.
•
Workers are located at different business sites.
•
Each worker can do their job in multiple locations (but, of course, they can only be in one place at a time). For example, a worker can move from one office or work location to another.
20-5
Applications in Microsoft Dynamics™ CRM 4.0 •
More than one work-place site (such as multiple offices, or shops).
•
Scheduling shared resources such as specialized equipment is required.
Example Businesses include: •
A dentist office complex with one or more dentists, dental assistants and technicians with various certifications, specific equipment requirements.
•
Multiple service facilities in different locations where scheduling is centralized.
•
Hospital Emergency Room facility.
Outbound Services The outbound service business scenario scheduling is a business where you need to schedule workers who have different skill sets, work with assigned equipment, and work on location. For this scenario business should meet the following characteristics: •
Various workers may have different skills sets, credentials, or working licenses. Not all workers can do all services.
•
Workers may be working in small teams.
•
Workers may be working in different shifts.
•
Workers do their job on location at the customer site.
•
Each key worker may be assigned their own equipment, such as a service van.
•
Scheduling shared resources such as specialized equipment may be required.
•
Travel time between jobs must be considered during scheduling.
•
Job site proximity must be considered during scheduling. For example, you would not schedule a worker to travel across town from one job site to another if another worker is closer. (Unless some specialized work or equipment is involved).
Example Businesses include:
20-6
•
Construction
•
Maid Services
•
Landscaping services
•
Carpet installation
Chapter 20: Service Scheduling Life Cycle
Service Scheduling Process Flow One of the major points of commonality across service businesses is the way they all participate in a similar service life cycle that runs from: •
Planning
•
Scheduling
•
Delivery
•
Follow-up
Planning •
Define service offerings
•
Define staffing and resource schedule constraints
•
Analyze processes, performance, and profitability
•
Evaluate staff performance
Scheduling •
Determine availability of staff and resources
•
Identify best staff resources
•
Assign staff and resources
•
Prioritize service work appropriately
•
Escalate service work appropriately
•
Maintain SLA compliance
Delivery •
Access to customer and solution information
•
Infrastructure for collaboration (internal and customer)
•
Record details of service (including labor and materials)
•
Bill for service
Follow Up •
Record service delivery statistics
•
Determine what satisfies customers
•
Enroll customers in appropriate marketing campaigns
20-7
Applications in Microsoft Dynamics™ CRM 4.0
Demonstration Scenario Adventure Works Cycle has recently implemented Microsoft Dynamics CRM, and must add users and resources to the work schedule in Microsoft Dynamics CRM, so that they can be scheduled for services. Adding users is part of the Microsoft Dynamics CRM Installation, and discussed in the Installation and Configuration Course. As soon as users and resources are added to the schedule, the service administrator must determine the type of work that is to be scheduled and sold to customers. The service must then be entered into Microsoft Dynamics CRM. Before saving the service the Service Scheduling Manager must define a selection rule to determine how resources are selected for service activities. The service scheduler can now begin to schedule services for Customers of Adventure Works Cycle. At the end of the day, the Service Scheduling Manager takes a few minutes to review a report of the volume of service activities. 1. Enter a new service in Microsoft Dynamics CRM. The Service is for ‘Wheel Alignment.’ 2. Define the resource selection rules for the service. For this example, Mathew Pereira the Bike Technician is the only resource required to perform this service. 3. Schedule a service for the Brown Bicycle Company in Microsoft Dynamics CRM, for the next available time slot. 4. Open up the service activity volume report.
Creating a Service You can schedule services with your customers as service activities. Follow these steps to create the service: 1. Log on to the Microsoft Dynamics CRM Web Application: User ID: Roger Password: Pa$$w0rd 2. In the Navigation Pane, click Settings. 3. Under Settings, click Settings, and then in the Settings area click Services. 4. On the Actions toolbar, click New. 5. On the General tab, enter information in the following fields: Name: Wheel Alignment, Initial Status Reason: Requested, Default Duration: 2 hours, Start Activities Every: 30 minutes, Beginning At: 8:00 AM
20-8
Chapter 20: Service Scheduling Life Cycle 6. Enter ‘Wheel Alignment Service for 2005 and 2006 Bicycles’ into the Description box. 7. Save the Service.
Define the Selection Rule For each service, define at least one selection rule and select one or more users, facilities, and equipment to perform it. Steps to add a simple selection rule: 1. On the ‘Wheel Alignment’ Service form, click the Required Resources tab, and then double-click the first selection rule in the right pane. 2. In the Edit a Selection Rule dialog box, enter the following information. Quantity: 1. If you select All, then all the selected resources are included in the service activity. 3. Enter: Mathew Pereira, the Bike Technician, the only resource required to perform this service, into the Description. 4. Select Any Site, from the Selection Site list. This option defines whether the resources all must be from the same site or if they can be from any site in the business unit. 5. Click OK. 6. To add individual users, facilities, equipment, or teams to the selection rule, click Add Resources. 7. In the Look Up Records dialog box, select Mathew Pereira, and click OK. 8. Save and Close the Service form.
Schedule a Service After your services and schedules are set up, you can schedule the services with resources and customers. Steps to schedule a service: 1. Log on to the Microsoft® CRM Web Application: User ID: Roger Password: Pa$$w0rd. 2. In the Navigation Pane, click Service, and then click Service Calendar. 3. On the Actions toolbar, click Schedule. 4. On the Schedule Service Activity form, enter the following information: Customer: Brown Bicycle Company, Service: Wheel Alignment, Resources: You can select Mathew Pereira's record from a filtered list in the Form Assistant pane, or you can click lookup to search for the record. 5. Click Find Available Times. The next available times are displayed.
20-9
Applications in Microsoft Dynamics™ CRM 4.0 6. Under Available Times, select on the service that has a scheduled start time of 8:00 AM. 7. Click Schedule. Enter: Wheel Alignment for Brown Bicycle Company, into the Subject. 8. Click Save or Save and Close. 9. Next, enter the following information into the service calendar: Look for: Wheel, Type: Service Activity, and then click Find. 10. Locate and Open the Wheel Alignment for Brown Bicycle service activity.
Service Scheduling Reports There is one default report provided for service scheduling, the Service Activity Volume report. This report tracks the patterns in service activity volume. If the default reports do not provide the information you need, try creating an Advanced Find search, and exporting the results to Microsoft® Office Excel. Steps to run a report: 1. Log on to the Microsoft® CRM Web Application: User ID: Roger Password: Pa$$w0rd. 2. In the Navigation Pane, Select Workplace, then Reports, in the Reports area change the category. 3. Change the Category to: Service Reports, and select All as the Entity. 4. Select the Service Activity Volume Report. 5. On the Actions toolbar, click More Actions, and then click Run Report.
Summary The intent of this lesson was to provide an overview of the functionality available in Microsoft Dynamics CRM to help organizations track the service scheduling process. The lesson demonstrated the following functions:
20-10
•
Creating and defining services
•
Adding resources to those services
•
Scheduling services
•
Running report to check for service activity levels
Chapter 20: Service Scheduling Life Cycle
Lab 20.1 - Scheduling Terminology Scenario
Challenge Yourself Instructions In this lab, users match descriptions of the Scheduling Terminology. Time Type Time Block Calendar Resource Resource Group Appointment Schedule Capacity
20-11
Applications in Microsoft Dynamics™ CRM 4.0
A
Used to describe a time span, and may also contain additional properties.
B
Used to describe a schedulable entity that has its own calendar and restraints.
C
Used to describe a set of rules that describe working hours or schedule.
D
Used to describe a commitment representing a time interval bound to a set of resources.
E
Used to describe the primary engine interface that is a core component of the Service Management module.
F
Used to describe a collection of resources that supports partial scheduling for group members.
G
Used to describe a scheduling reserve for participating resources that can be blocked or partially consumed for an appointment.
H
Used to describe Free/busy/working hours and tentative times.
Need a Little Help?
20-12
Scheduling Terminology
Description
Time Type
A
Time Block
H
Calendar
C
Resource Group
F
Appointment
B
Schedule
E
Capacity
G
Chapter 20: Service Scheduling Life Cycle
A
Used to describe a time span, and may also contain additional properties.
B
Used to describe a schedulable entity that has its own calendar and restraints.
C
Used to describe a set of rules that describe working hours or schedule.
D
Used to describe a commitment representing a time interval bound to a set of resources.
E
Used to describe the primary engine interface that is a core component of the Service Management module.
F
Used to describe a collection of resources that supports partial scheduling for group members.
G
Used to describe a scheduling reserve for participating resources that can be blocked or partially consumed for an appointment.
H
Used to describe Free/busy/working hours and tentative times.
20-13
Applications in Microsoft Dynamics™ CRM 4.0
Quick Interaction: Lessons Learned Take a moment and write down three key points you have learned from this chapter: 1.
2.
3.
20-14
