The Microsoft Dynamics CRM Platform Enhancement Discussion

  • Project Planning in Project Services Automation

    Project Planning is one of the one most powerful features associated with Project Service Automation (PSA) capabilities for Microsoft Dynamics 365.

    Project Planning is essential for achieving the strategic business goals of any organization and so a lot of thought process goes into it. Majorly, Project Planning enables Sales and Project Managers to associate on the work proposed and visualize on the cost and duration. Project Managers can create and plan projects more efficiently with pre-defined templates.  As a result, they can quickly view the current project status including project duration and milestones as the project evolves.

    PSA has all the project planning and project management aspects covered through its unique, transparent and modern features as explained below.

    • Work Breakdown Structure: Work breakdown structure represents the sequence of tasks in a project. The work breakdown structure includes tasks, requirements for each task, revenue and cost information.
    • Project Estimates: Here project managers can view the estimates in terms of Effort, Cost, and Sales with a flexibility of viewing it in the horizons.
    • Project Tracking: The effort tracking view shows the progress of tasks in the work breakdown structure. It compares the actual effort hours spent against a task till date to the planned effort hours on a task.The cost tracking view shows the cost consumption of each task. It compares the actual cost spent against a task till date to the planned cost on a task.
    • Project Team members: Here a project manager creates a team based on the activities in project plan with required roles and skillset of resources.
    • Time Entries: Time Entries will allow resources to post their work time for each job task assigned based on which actual hours will be generated.

    Eventually, Project Planning enables sales and project managers to collaborate on the work proposed with the visualization of the cost, duration and Effort.

  • Inventory Management in D365 Field Services

    Inventory management in D365 Field Services manage inventory updates and stock history across locations including warehouses, depots and trucks. It provides real-time updates to ensure accurate inventory including the ability to reorder directly from Dynamics 365.

    With Inventory Management, it’s possible for all timely repairs by technicians with the right parts and with fast, easy replacement build customer allegiance and referrals. Technicians can make online requests and receive email notifications on what was approved, denied or on back order. With an inventory tracking function technicians can quickly see an overview of the existing items and their current inventory levels, this ensures what should be reordered from the suppliers.


    Capabilities of Inventory Management:

    • The inventory management system provides the ability to maintain accurate measure of inventory/spare parts across regions before placing inventory orders.
    • Monitor and reorder stock based on prior projected usage.
    • Automatically tracking inventory levels with each delivery or following a service call or appointment can also help to improve operational efficiency.
    • Identify defective, outdated or unnecessary parts to improve quality and reduce costs.
    • The system provides a method to technicians to request parts which gives the ability to manage part requests with a link to work order and provides supplier part order information.
    • Preserving enough inventory to handle future demand without placing unnecessary strain on storage spaces and Multi-Warehouse/Office Capability.
    • The inventory management allows managing part details like extensive serial number, warranty schedules, attaining cost and setting maximum and minimum inventory levels.
    • Inventory management has the ability to reorder on an emergency basis while technicians are on field.
  • Time and Expense Management in Project Services Automation (PSA)

    In today’s fast-paced technologically advanced world, time and expense management is very crucial for enhancing productivity and profitability. Time and Expense Management is the process of recording and tracking hours worked and expenses incurred in relation to project(s). Time and expense management helps businesses monitor labor and material costs by providing tools for employees to track their work hours and expenses. While automated processes helps managers to approve reimbursement requests and reports to track and control labor costs.

    Time and Expense Management incorporates tightly with Projects, Accounts Payable and Receivable for proper billing of labor and materials according to customers.

    Benefits of Time and Expense Management:

    • Easy To use
      PSA provides resources with the ability to track time and expenses and approvals online, anytime, anywhere in the office or in the field.

    • 100% Business Transparency
      Businesses can save time on invoicing and be 100% transparent with clients by allowing time tracking to be distinguished by billable or non-billable hours.

    • Flexible and Configurable
      Fits the way your business works that meets your unique business processes.                                                                                               
    • Rapid Expense Management
      With Expense Management, all expenses are tracked and processed for Resource/Project Manager’s decision so as to approve or reject the expenses with proper explanation. Approved expenses are reimbursed with proper invoicing.

    • Accountability
      Provide real-time financial insights to customers and allow them to integrate on timely curative actions.

    • Compatibility
      Incorporate the submission of time sheets and expenses, approval, processing and collaboration through web, mobile apps and Office 365 for timely billing.
  • Resource Management in D365 Project Service Automation

    Resource Management is one prime capabilities of Project Service Automation (PSA) in Microsoft Dynamics 365. Resource management contains powerful and flexible features that provides visibility in to the resources based on the availability, cost and skill set which is utilized in to the project work and balances resource workloads across multiple projects by effective employee time and task allocation. With resource management you can assign the right people to the right projects. You can also track resource utilization and forecasting metrics. Managing your resources effectively is the best way to reduce costs across the organization and resource management in PSA does exactly the same.

    Resource management Capabilities:

    • Adding Generic Resources: Generic Resources are added in project templates when Project Managers do not yet know which resources will actually do the work. Generic resources can help indicate demand for resources in a specific role which helps in creating a project team members in the project.
    • Submit Resource Request: The Project managers can create the Project Team where they can select available resources and submit the request for approval of the resources.

        For instance the project manager requires 2 developers for a particular project. Under resource availability he will be able to view the Resource pool of developers and also view their availabilities.

        The project manager then submits the request for these resources by soft booking them on the project. After the request is submitted Resource manager get notified all the resource requests.

    • Book a Team Member: Project manager will find the suitable person for a project and select the resource and then uses BOOK option to add them to the project.
    • Maintain Bookings: After the project manager identifies the team for executing a project within a timeline, but realizes that some resources are not available for that particular timeline, he then uses maintain booking option to view the resources availability and picks up the suitable resources using find substitute option as alternate resources for the project.
  • Work Order Management in Field Services

    A Work Order Management in Field Service for Dynamics 365 tracks work orders that field staff use to identify tasks needed to be completed for customers.

    Work Order Management allows you to do following things:

    • It allows field team to manage, monitor, and automate any customer service requests.
    • It allows users to coordinate and schedule resources and activities.
    • It can be used to perform different types of work, such as installations, repairs, or preventive maintenance.

    Work orders optimize preventative maintenance on equipment and tools through real-time updates, tracking, monitoring and forecasting. A work order is usually created from a case or opportunity. It is then scheduled either manually or using the schedule assistant and then dispatched. Once the work is completed, it is reviewed and approved by a supervisor.

    Features of Work Order Management

    Multi-Channel sources

    • Phone support based service requests.
    • Alert notifications through inbound emails or text.
    • Remote monitoring systems and customized dashboards.
    • GPS onsite check-in/check-out
    • Mobile access to review work order status

    Contractor Status

    • Contractors participate in the entire work order life cycle and keep you completely informed on every work order.
    • Service Channel also alerts your contractors when they are lagging on their work.

    Monitor, Act and Dispatch on Customer Service Levels

    • Track service level agreements (SLA’s)
    • Instant access to service history, and asset configurations
    • Promptly dispatch the right contractor to get repairs done quickly.

    Mobile Access

    • Seamlessly integrate your CRM with your field engineers' mobile device using this app for iOS and Android.
    • It includes access to all client information, opportunities, accounts, service cases, workflow checklists.
    • Close calls, collect signatures, images and generate invoices.