Dynamics 365 Field Service: Work Order Lifecycle



Covers setup, scheduling, mobile execution, inventory, billing, analytics, and best practices for Dynamics 365 Customer Engagement (Field Service).

A work order moves through: Intake → Plan/Scope → Schedule → Dispatch → Execute (mobile) → Review & Close → Post & Invoice → Analyze & Improve. Template your Incident Types, keep Price Lists consistent, ensure Resource skills & territories are correct, and automate notifications and invoicing.

Table of Contents

  1. What is a Work Order?
  2. Core Data Model & Roles
  3. A–Z Prerequisites & Configuration
  4. End-to-End Lifecycle (8 Stages)
  5. Inventory, POs, RMA/RTV
  6. Posting & Invoicing
  7. Automation with Power Automate
  8. Security Roles & Access
  9. KPIs & Reporting
  10. Common Pitfalls & Fixes
  11. Mini Scenario: A/C Breakdown
  12. Go-Live & Daily Checklists
  13. Appendix: Statuses & Mappings

1) What is a Work Order?

A Work Order represents the promise to perform service for a customer at a place and time. It encapsulates customer/asset details, the scope (tasks, parts, services), scheduling requirements, and billing rules. It can originate from a Case, an Agreement (recurring maintenance), an IoT Alert (Connected Field Service), or manual creation.

2) Core Data Model & Roles

Key Tables

  • Account/Contact (Service & Billing)
  • Work Order, Work Order Type
  • Incident Type (templates tasks/parts)
  • Resource Requirement & Resource Booking
  • Bookable Resource (tech, crew, facility, equipment)
  • Customer Asset & Functional Location
  • Products, Services, Price Lists
  • Time Entries, Expenses

Primary Roles

  • Dispatcher manages the Schedule Board.
  • Technician executes via the mobile app.
  • Inventory/Purchasing handles stock & POs.
  • Billing posts work orders & invoices.
  • Admin configures templates, skills, prices.

3) A–Z Prerequisites & Configuration

A. Foundation

  • Enable geocoding, set org timezone, currencies, units (UoM).
  • Create Organizational Units for cost centers.
  • Define Territories for coverage & dispatching.

B. Resources

  • Create Bookable Resources (users/crews/equipment).
  • Attach Skills, Characteristics, Territories, Work Hours.

C. Catalog & Pricing

  • Products (stock vs. non-stock), Services (billable labor).
  • Price Lists + Rounding policies + Date ranges.
  • Costing via Organizational Units; set default price list rules.

D. Templates

  • Work Order Types and Incident Types.
  • In Incident Types: Service Tasks, Estimated Duration, default Parts/Services, hazard notes, and photos required.

E. Assets & Locations

  • Create Customer Assets, link to Accounts & Locations.
  • Use Functional Locations for complex sites/campuses.

F. Agreements & SLAs

  • Build Agreements for PM schedules → auto-WO.
  • Optional SLAs on Cases (if WOs originate from Cases).

4) End-to-End Work Order Lifecycle (8 Stages)

Intake → Plan/Scope → Schedule → Dispatch → Execute → Review & Close → Post & Invoice → Analyze
  1. Intake

    • Origin: Case, Agreement, IoT Alert, or manual.
    • Populate Service Account, Billing Account, Service Location, Customer Asset.
    • Set Work Order Type, Priority, Primary Incident Type.
  2. Plan / Scope

    • Incident Type auto-adds Service Tasks, Parts, Services, and Estimated Duration.
    • Confirm Price List, warranty/contract coverage, and required Skills.
  3. Schedule

    • System generates a Resource Requirement.
    • Dispatcher uses Schedule Board (map, travel, skills, availability) to Book the best resource.
    • Booking Status transitions: Scheduled → Traveling → In Progress → Completed.
  4. Dispatch & Notify

    • Send ETA & appointment window via email/SMS/WhatsApp (Power Automate or 3rd-party connector).
    • Ensure parts availability and warehouse/van stock allocation.
  5. Execute (Mobile)

    • Tech uses Field Service mobile: Start/Arrive/Complete, GPS & notes.
    • Follow Service Tasks, fill Inspections, capture photos & customer signature.
    • Log Time, Expenses, & consume Products.
  6. Review & Close

    • QA review by dispatcher/supervisor; validate parts/time/notes.
    • Set Work Order: Open → Completed; resolve related Case if any.
  7. Post & Invoice

    • Post actuals; create Invoice (D365 Sales) or hand off to ERP.
    • Apply contract/coverage, discounts, and taxes; send invoice.
  8. Analyze & Improve

    • Track KPIs: First-Time Fix Rate, Technician Utilization, SLA, Travel %, Margin.
    • Update Incident Types/skills where repeat work occurs.

5) Inventory, Purchase Orders, RMA & RTV

  • Warehouses & Truck Stock: assign default warehouse to technicians; move inventory via transfers.
  • Purchase Orders: create PO for parts not in stock; receive to warehouse or directly to work order.
  • RMA (Customer Return): defective part from customer back to warehouse/manufacturer.
  • RTV (Return to Vendor): send faulty or excess stock to supplier.
  • Adjustments/Journals: reconcile counts; watch cost impact.

6) Posting & Invoicing

Gotcha: Missing or mismatched Price List → zero-value invoice lines. Always verify the price list on Work Order and Account.
  • Labor billed via Services; parts via Products; expenses via Bookable Resource & Expense.
  • Posting locks actuals; invoice is generated and sent (Sales/Finance integration).
  • Agreements can generate predefined billing schedules.

7) Automation with Power Automate (Examples)

  • On Work Order = Completed → Post actuals → Create & email invoice PDF.
  • On Booking = Scheduled → send customer confirmation + technician photo/ID + reschedule link.
  • On Parts below threshold → auto-create PO & notify purchaser.
  • On repeat asset failure within 30 days → escalate to supervisor & create knowledge task.

8) Security Roles & Access

Role Main Permissions
Field Service Administrator Full configuration, templates, price lists, system settings.
Dispatcher Schedule board, resource bookings, work order review/close.
Field Technician Mobile app, bookings, time/expenses, photos/signatures.
Inventory/Purchasing Warehouses, POs, receipts, transfers, RMAs/RTVs.
Billing Postings, invoicing, refunds/credits.

9) KPIs & Reporting

  • ✔ First-Time Fix Rate (FTFR)
  • ✔ Mean Time to Repair (MTTR)
  • ✔ Technician Utilization (productive hours ÷ available)
  • ✔ Travel % (travel ÷ total time)
  • ✔ Work Order Margin (revenue − parts − labor − expenses)
  • ✔ SLA Attainment (respond/resolve)

10) Common Pitfalls & How to Fix

  • No bookings auto-suggested? Check Skills, Territory, Work Hours, and Organizational Unit alignment.
  • Travel distance/time wrong? Confirm geocoding and resource start location.
  • Invoice values zero? Ensure correct Price List on Work Order & Account; verify date validity.
  • Actuals missing? Confirm tech posted Time/Expenses and consumed Products on mobile.
  • Duplicate WOs from Case/IoT? Add idempotency checks in flows; use unique external refs.

11) Mini Scenario: A/C Breakdown

  1. Call center creates Case → converts to Work Order (Incident Type: “HVAC Repair”).
  2. Incident template adds diagnostics task + 1 condenser fan + 2 labor hours.
  3. Requirement created → Dispatcher books best HVAC tech with needed skill in territory.
  4. Tech receives booking, travels, performs tasks, swaps fan, captures photos & signature.
  5. Parts & time posted; WO completed → Posted → Invoice auto-generated and emailed.
  6. Asset record updated; warranty note added; follow-up PM Agreement proposed.

12) Checklists

Pre Go-Live

  • ✔ Incident Types cover 80%+ scenarios with tasks & estimates.
  • ✔ All resources have skills, territories, work hours, start locations.
  • ✔ Price lists tested for labor, parts, expenses; sample invoices verified.
  • ✔ Mobile app offline tested with photos/signatures & inspections.
  • ✔ PO, receiving, and truck stock processes rehearsed.

Daily Ops

  • ✔ Schedule board balanced (today + next 3 days).
  • ✔ Low-stock alerts reviewed; POs raised.
  • ✔ Unposted work orders cleared before billing run.
  • ✔ Repeat failures triaged; knowledge updated.

13) Appendix: Statuses & Mappings (Typical)

Object Status (example) Notes
Work Order Open – Unscheduled → Open – Scheduled → Open – Completed → Closed – Posted / Canceled Posting locks actuals for invoicing.
Booking Scheduled → Traveling → In Progress → On Break → Completed Tech sets via mobile.
Requirement Active → Fulfilled Auto after booking.
Invoice Active → Paid Depends on Sales/ERP integration.
Pro Tip: Treat Incident Types like mini SOPs—every optimization you bake here reduces dispatching friction, improves FTFR, and tightens billing accuracy.



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