Dynamics 365 CE Field Service – RSO Setup & Configuration

RSO

A practitioner’s field guide to planning, installing, configuring, validating, and scaling Resource Scheduling Optimization (RSO) with Dynamics 365 Field Service.

TL;DR

Install RSO ➜ model resources/skills/territories ➜ create Optimization Profiles with goals & constraints ➜ run test optimizations ➜ validate on Schedule Board ➜ iterate parameters ➜ automate with scheduled runs ➜ monitor KPIs & keep refining.

A–Z of RSO

Scan or share these quick-reference cards with your dispatchers & admins.

A
Availability

Maintain accurate work hours, time‑off, and holiday calendars on Bookable Resources. RSO can only optimize what it can see.

B
Bookable Resources

Set type (User/Crew/Facility/Equipment), skills & proficiency, territory, organizational unit, and work hours template.

C
Constraints

Use skills, territories, time windows, preferred resources, and travel limits to control which jobs can go to which technicians.

D
Dynamics 365 CE Integration

RSO consumes Resource Requirements from Work Orders/Cases/Custom Entities and writes back Bookings for the Schedule Board.

E
Entities

Core: Work Order, Resource Requirement, Bookable Resource, Booking, Optimization Request/Run. Keep data clean and geocoded.

F
Filters (Schedule Board)

Limit scope by territory, skills, roles, or org unit to speed up runs and avoid cross‑region assignments.

G
Goals

Weigh objectives: minimize travel, maximize utilization, meet SLAs, balance workload. Configure per Optimization Profile.

H
Hierarchy

Model Territories/Regions (e.g., State → City → Zone). Keep resources & jobs aligned to avoid cross‑border routing unless intended.

I
Installation

Enable URS, install RSO solution from Power Platform Admin Center, assign Dispatcher/Admin security roles.

J
Job Types

Standardize durations, skills, and priorities for Installation, Repair, Inspection, etc., to drive consistent requirements.

K
KPIs

Measure travel reduction, jobs/day, SLA compliance, first‑time fix rate. Use Power BI to monitor and iterate configurations.

L
Licensing

RSO typically requires an add‑on license. Confirm entitlements and expected optimization volume before rollout.

M
Map Integration

Ensure addresses are geocoded. RSO uses travel time & distance (Azure/Bing Maps) as core inputs for routing decisions.

N
Notifications

Alert dispatchers when runs complete/fail. Power Automate flows can push Teams/email notifications with summary stats.

O
Optimization Profiles

Define time horizon, objectives/weights, skills & rules, territories & resource scope. Create separate profiles per scenario.

P
Parameters

Tune travel radius, overtime, booking locks, priority decay, and soft/hard constraints. Iterate based on KPI outcomes.

Q
Queues

Optimization Requests are queued and executed by the RSO engine. Monitor run status and throughput during peak windows.

R
Runs

Trigger on‑demand for hot backlogs; schedule recurring runs (e.g., nightly) for rolling horizons.

S
Schedule Board

Dispatcher HQ. RSO‑created bookings land here. Use tabs per region or line of business; spot‑fix exceptions visually.

T
Territories

Assign both resources and requirements. Keep polygons/areas logical to avoid excessive travel and orphaned jobs.

U
Utilization

Target balanced calendars. Use buffers for travel, prep, and wrap‑up to keep utilization realistic—not just mathematically full.

V
Validation

Pilot with small scopes, compare before/after metrics, and get dispatcher/technician feedback before scaling up.

W
Work Orders

Ensure duration, skills, incident type, and SLA windows are populated so requirements are optimization‑ready.

X
XML/Advanced

For edge cases, use advanced rules (e.g., priority overrides, consecutive shift limits). Keep documentation of deviations.

Y
Yield

Track ROI: travel ↓, jobs/day ↑, SLA ↑, overtime ↓, dispatcher effort ↓. Re‑tune parameters quarterly.

Z
Zero‑Touch

Aim for autonomous scheduling with scheduled runs; dispatchers handle exceptions, not every booking.

Step‑by‑Step RSO Configuration Walkthrough

Follow this ordered path from blank slate to production. Each step includes goals, actions, and validation checks.

0) Prerequisites & Roles

Enable Universal Resource Scheduling (URS) in your environment.
Install the Resource Scheduling Optimization solution.
Assign security roles: RSO Administrator and/or RSO Dispatcher to appropriate users.
Confirm address geocoding for accounts, service locations, and resources.
Agree the initial pilot scope (e.g., one territory, two job types, 10 technicians).

1) Model Bookable Resources

Create technicians, crews, facilities, and equipment with accurate calendars and meta data.

Resource Type: User/Crew/Facility/Equipment.
Org Unit & Territory: Match operational structure.
Skills: Add with proficiency levels; avoid one giant skill called “Field Tech”.
Work Hours: Apply templates for weekdays/weekends; add breaks & travel buffers.
Time Off: Capture known PTO, training days.

Validation: On Schedule Board, resources should appear in the correct tab/territory with visible work hours.

2) Standardize Job Types & Requirements

Define Incident Types/Job Types with default duration, skills, and priority.
Ensure Work Orders auto‑create Resource Requirements with the right attributes.
For multi‑resource jobs, use Requirement Groups (e.g., Technician + Helper + Equipment).

Validation: Creating a Work Order should yield a requirement with populated skills/duration.

3) Define Territories, Org Units & Schedule Board Tabs

Create logical Territories (regions/zones) and link both resources and accounts.
Set up Schedule Board tabs per territory or line of business.
Configure filters (skills, roles, org unit) to focus RSO scope.

Validation: The pilot backlog should be visible when filters are applied.

4) Create Optimization Profiles (Objectives & Horizon)

Profiles define how RSO “thinks”. Start with separate profiles for Routine vs. Emergency.

Routine Maintenance (Example)

Horizon: 3 days rolling
Objectives: Travel 40%, Utilization 30%, SLA 30%
Rules: Hard on skills & availability; soft on territory overflow
Max travel radius: 35 km

Emergency/Break‑Fix (Example)

Horizon: Same‑day
Objectives: SLA 60%, Travel 25%, Utilization 15%
Rules: Allow overtime; permit territory overflow
Max travel radius: 60 km

Validation: Profile scope selects only the intended resources/requirements.

5) Execute a Test Run

Create an Optimization Request using your pilot profile.
Select a small set of requirements (e.g., 20 jobs) across 5–10 technicians.
Run on‑demand and monitor Optimization Run status until complete.

Validation: Expect Bookable Resource Bookings to be created and visible on the Schedule Board.

6) Review on Schedule Board & With Dispatch

Check booking placements, travel gaps, and SLA adherence.
Spot anomalies (e.g., wrong skill match, excessive travel).
Gather dispatcher/technician feedback from the field app.

Validation: No hard‑constraint violations; exceptions are explainable.

7) Tune Parameters & Weights

Iterate weights and limits to hit target KPIs.

Adjust objective weights (travel vs. SLA vs. utilization).
Refine travel radius and overtime permissions.
Introduce booking locks for must‑hold appointments.

Validation: KPI deltas trend in the desired direction over 2–3 cycles.

8) Schedule Recurring Runs

Create nightly/early‑morning runs with rolling horizon (e.g., 2–3 days).
Stagger runs by territory to lower peak load.
Use Power Automate to notify dispatchers with run summaries.

Validation: Freshly created jobs get picked in the next cycle without manual action.

9) Expand Scope & Harden Operations

Add territories and job types in phases; keep a change log.
Document exceptions and create dispatcher playbooks.
Introduce advanced rules for seasonal shifts or blackout windows.

Validation: Stable run times and predictable booking quality at higher volumes.

10) Monitor KPIs & Continuous Improvement

Publish a KPI dashboard (travel time, jobs/day, SLA %, overtime, first‑time fix).
Schedule quarterly parameter reviews with ops leadership.
Audit data quality (addresses, skills, durations) monthly.

Best Practices & Design Tips

Start small: one territory + 2 job types. Scale when KPIs improve.
Avoid “universal” skills: model granular competencies with proficiency.
Right‑size durations: include setup/pack‑up; avoid underestimation.
Buffers matter: travel and wrap‑up buffers reduce over‑optimization.
Run windows: schedule nightly runs; keep on‑demand for spikes.
Document overrides: any manual drag‑drops should have a reason code.
Data hygiene: geocode addresses; verify coordinates periodically.

Troubleshooting & Validation Checklist

No Bookings Created?

Profile scope excludes your resources or requirements.
Hard constraint conflict (skills/availability/territory).
Addresses not geocoded → travel matrix fails.

Too Much Travel?

Reduce max travel radius; increase travel weight.
Refine territories; verify technician home bases.
Correct bad coordinates or duplicate locations.

Missed SLAs?

Increase SLA weight or tighten windows.
Enable overtime in emergency profiles.
Check duration underestimation.

Unbalanced Workloads?

Increase utilization/balance objective weights.
Validate skills; some techs might be over‑qualified only.
Introduce soft constraints for fairness.

FAQ

Does RSO replace the Schedule Board?

No. RSO automates booking creation, but the Schedule Board remains the command center for visibility and exceptions.

Can I run RSO for only one territory?

Yes. Scope your Optimization Profile and Schedule Board filters to the desired territory and resource set.

What data quality matters most?

Accurate skills with proficiencies, realistic durations, and valid geocoded addresses. These three drive 80% of outcomes.

How often should I tune profiles?

Review monthly at first; then quarterly once KPIs stabilize or when seasonality or staffing changes occur.