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Microsoft CRM 3.0 Scheduling - 8524A_04

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					Chapter 4: Scheduling Services for Your Customers

CHAPTER 4: SCHEDULING SERVICES FOR YOUR CUSTOMERS
Objectives
Actively participating during this lesson helps users: • • • • • Navigate and book service activities in the Service Calendar Schedule a service activity for your customers Close, Cancel or reschedule a service activity View service activities and appointments Set Customer preferences for a service activity

Overview
This lesson discusses the scheduling process and scheduling service activities in great detail since this is a key entry point in the scheduling process. The lesson begins by scheduling services, and then discusses the other activities related to scheduling.

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Scheduling Services
The Microsoft® CRM Service Scheduling feature uses the following concepts: • Selection Rules: Group resources into "sets". These "sets" of resources are then used to manage the scheduling and tracking of services. Resources: Includes people (workforce), equipment, facilities, and workforce teams. Resource Groups: Individual resources can be grouped such that when one resource is scheduled; all other resources belonging to the member group are also scheduled. For example: users may group a driver and a particular vehicle. Then when the driver is scheduled for a particular job, his vehicle is also scheduled.

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Resources are users, facilities, or equipment that either perform the service or are required to perform a service. Individual resources have work schedules that define when they are available to work. Resource groups and teams are a pool of resources whose individuals can be scheduled in the same way. When the service is scheduled, anyone from the resource or group can be selected. Which resources are required to perform a service is defined in the service's selection rules. To schedule a service activity, users first select the service and then search for an available time. Microsoft CRM uses the service's selection rules and the resource's work schedule to present users a list of available times. After users select the time users want, the service activity is added to the schedule.

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Scenario
Before implementing Microsoft CRM Adventure Works Cycle's Service Scheduling team would normally have to manually look at a schedule to see who is available and when. With Microsoft CRM the Adventure Works Cycle Service Schedulers can select the Service, and an approximate time, and Microsoft CRM determines which resources are available and when. A service activity is the actual appointment with the customer to complete a task. Microsoft CRM Version 3.0 contains a scheduling engine that assists Adventure Works Cycle in scheduling service activities based on the information provided by the Service Scheduler.

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Navigating and Booking Service Activities in the Service Calendar
The Service calendar aids users by visualizing the organization's scheduling commitments and activities. The service activities calendar also provides the following: • Views - Provides a number of helpful view ranges which means that the display does not change to accommodate a view nicely, it just display that amount of time. There are also other views: week, day. Ability to view, edit, and create items on the calendar. Ability to easily distinguish between various types of scheduled activities.

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Users can use the service calendar that is available in the Service area to schedule services and appointments for the organization. In the calendar, users can do all of the following tasks and activities: • • • • • View the organization's daily, weekly, and monthly schedule of appointments and service activities. View work schedules and service schedules for a variety of resources. Create new appointments and schedule service activities. Change the status of an existing service activity. Search for conflicts in the schedule.

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NOTE: Microsoft CRM locks the tables for the user so that unintentional overbooking is prevented. For example: More than one Microsoft CRM user may attempt to book services at the same time, for the same resource.

FIGURE 4-1: THE SERVICE CALENDAR PAGE

Viewing Appointments and Service Activities
When you open the service calendar, a list of resources is displayed on the left side of the calendar in alphabetical order. If there are more than 50 resources, click the arrows to view the next page of resources. You can also use the clickable Index at the bottom of the list to jump to a specific letter in the alphabet. In the center of the page, a linear calendar displays the schedule for each resource. This display is divided into days and hours. Appointments and service activities appear in the linear calendar as labeled color blocks. Each color represents whether the time is for an appointment or a service activity, and also indicates the current status of the appointment or service activity.

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NOTE: Business might set up additional views. Users can navigate to the Online Help topics to view a legend of color and statuses used in the service calendar.

Viewing Details for Resources, Appointments, and Service Activities
Users can view the resources, appointments, and service activities for anyone in users organization. In the Type list, select Resources, and then in the View list select the resource view that users want. To find a specific resource, in the Look for box, enter the first few letters of a name to search for a particular resource. The linear calendar displays the resource's schedule. To view the details of any resource, appointment, or service activity, select the record in the list to the left of the calendar, and then at the very bottom of the linear calendar, under the Zoom scale, click to expand the preview pane. Users can also double-click a record to open it.

Using the Calendar Pane to Change the Date Display
The Calendar pane appears on the right side of the calendar. It can be expanded or collapsed. To expand the Calendar pane, click To collapse the Calendar pane, click . .

To change the date, click a date in the Calendar control. Use the arrows on either side of the month to change the month displayed. In the Calendar pane, users can change the number of days that are displayed in the linear calendar by clicking any of the following options: • • • • Today The daily schedule. Month The monthly schedule. Week The schedule for the 7-day week. Day The daily schedule for an individual, selected day.

Users can use the Zoom scale to change how much of the calendar is available to view. For example, users can set the calendar to display a whole week, or just a few hours. To view more of the calendar, click a tick closer to the plus end of the scale. To view less of the schedule, click a tick closer to the minus end of the scale. Users can select specific date ranges to view in the From and To lists.

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Changing the Gantt Chart
On the right side of the main pane, users can view the resource's schedule in a Gantt chart. To change the time period displayed, users can either use the calendar in the left pane, or the From and To drop-down lists at the top of the page.

Booking Service Activities in the Service Calendar
In the Service area, the Service Calendar displays all of the scheduled service activities and appointments as blocks of time in a linear view of the daily, weekly, or monthly calendar.

Searching for an Available Time
After selecting the service that users want to schedule, users can select a combination of search criteria that includes the next available time, a specific time of the day or week, or times that are available by resource and site. • • If the customer's preferences have been entered in their record, they are offered in the Form Assistant pane as options for selection. If users do not find a suitable time, users can change the search criteria and search again.

After users select the time the customer wants, users can schedule the time and save it as a service activity. The service activity appears on the Service Calendar. Users can also create a service activity without searching for an available time.

Service Activity Conflicts
During scheduling, an alert informs users if there is a potential conflict. Users can choose to select another time, or book the service activity anyway. At any time, users can identify any service activities or appointments with conflicts by clicking Show Conflicts on the Actions toolbar on the Service Calendar. Users can reschedule any Open or Scheduled service activity.

Viewing Reports and Printing Service Information
The default report for service activities is Service Activity Volume Detail. Using this report, you can track patterns in service activities 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. Like all other activities in Microsoft CRM, resources can print out their individual service activity with all the relevant detail. This is especially important for outbound field technicians.

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The data users have selected to print is displayed in a Print Preview form. From the Print Preview form, the document can be sent to the printer using the print icon or the Print Preview form can be closed.
NOTE: There is no direct command to print a list of appointments. Users can use Advanced Find to search for a list of appointments and then print the search results.

Exporting Service Information
Microsoft CRM provides integration with Microsoft Office products such as Excel. Service records can be exported to Excel, from any screen where the Excel icon is displayed.

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Demonstration: Create and Schedule a Service Activity Using the Service Calendar
This demonstration illustrates how to create, and schedule a service activity using the Service Calendar in Microsoft CRM.

Scenario
The Service Scheduler has just received a telephone call from the owner of A Bike Store. A Bike Store has several bicycles that require a simple tuning, and he would like Ben Burton the Eastern Region Bike Service Technician to perform the tuning. A Bike Store has limited availability and would like the service scheduled in the morning, preferably at 8:00 am, so all tunings can be completed before he opens for business at 9:00 am.

Goal Description
Schedule a service activity for A Bike Store in Microsoft CRM using the Service Calendar.

Steps
1. Log on to the Microsoft CRM Web Application as Roger Van Houten. 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. Note: If you click New, and then Service Activity, you create a service activity without checking for available times. 4. Enter the following information into the Schedule Service Activity form: Customers: A Bike Store, Service: Simple Tuning, Resources: Ben Burton, Site: Eastern and Central Region Service Center 5. Click Find Available Times. The next available times are displayed. 6. Select 8:00 AM the next day as the Scheduled Start time for the appointment. 7. Click Schedule. 8. Enter the following information into the Service Activity form: Subject: Bicycle Tuning for A Bike Store, Service: Simple Tuning, Resources: Ben Burton, Site: Eastern and Central Region Service Center.

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9. Save and Close the service activity. 10. In the Navigation Pane click Service Calendar, and enter the following information to locate the service activity: Look for: bicycle, Type: Appointment and Service Activity, View: All Activities. 11. Click Find. 12. Open and review the service activity.

FIGURE 4-2: SCHEDULING IN THE SERVICE CALENDAR

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Scheduling Service Activities
A service activity is a scheduled service that requires a resource, a service, and a time in the schedule. Users can either search for an open time using search criteria that at a minimum includes selecting a service, or users can define a more complex set of criteria. Users can also create a service activity without checking for conflicts in the scheduled service. The service activity appears as a color block on the Service Calendar, as well as on the calendar in the Workplace and Activities areas.

FIGURE 4-3: CREATING A NEW SERVICE ACTIVITY

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Procedure: Schedule an Activity for the Next Available Time
Use this procedure to find the next available times for a service. This is the fastest way to schedule a service activity. 1. In the Navigation Pane, click Service, and then click Service Calendar. 2. On the Actions toolbar, click Schedule. If you click New, and then Service Activity, you will create a service activity without checking for available times. 3. On the Schedule Service Activity form, you must enter the following information: – Service Locate and select the service you want to schedule. You can select a record from a filtered list in the Form Assistant pane, or you can click Lookup to search for other records. Duration Do not clear the Use Default Duration check box and change the duration unless you want to schedule more time than the default duration of the service.

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4. Click Find Available Times. The next available times are displayed. 5. Under Available Times click on the start or end time of the time you want to schedule, and then click Schedule. If you click the service or resource links, the related form opens. The Schedule Service Activity form closes and Microsoft CRM fills in the information from the selected time into the Service Activity form. 6. On the Service Activity form, enter any additional information about the service activity. 7. On the Details tab, you can select and locate a record in the Regarding box to link to this service activity. You can also set a Priority for the service activity, and record a Category and SubCategory. 8. Click Save or Save and Close. The service activity appears as a color block on the Service Calendar, as well as on the calendar in the Workplace and Activities areas.

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Procedure: Find and Schedule a Service Activity for a Specific Time Period
Use this procedure to find the next available time based on a specific date, or range of dates, within the next day, week, or month. 1. In the Navigation Pane, click Service, and then click Service Calendar. 2. On the Actions toolbar, click Schedule. If you click New, and then Service Activity, you will create a service activity without checking for available times. 3. On the Schedule Service Activity form, you must enter the following information: – Service Locate and select the service you want to schedule. You can select a record from a filtered list in the Form Assistant pane, or you can click Lookup to search for other records.

4. Under, select criteria for the times you want. – Duration Do not clear the Use Default Duration check box and change the duration unless you want to schedule more time than the default duration of the service.

5. Click Find Available Times. The next available times are displayed. 6. Under Available Times click on the start or end time of the time you want to schedule, and then click Schedule. If you click the service or resource links, the related form opens. The Schedule Service Activity form closes and Microsoft CRM fills in the information from the selected time into the Service Activity form. 7. On the Service Activity form, enter any additional information about the service activity. 8. On the Details tab, you can select and locate a record in the Regarding box to link to this service activity. You can also set a Priority for the service activity, and record a Category and SubCategory. 9. Click Save or Save and Close. The service activity appears as a color block on the Service Calendar, as well as on the calendar in the Workplace and Activities areas.

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Procedure: Find an Available Time for a Specific Resource, Site, or Other Criteria
Use this procedure to find the next available time in the schedule of a specific user, facility, or equipment. For example, if the customer wants your head mechanic to work on his bicycle, you can search the head mechanic's schedule for the next available time. 1. In the Navigation Pane, click Service, and then click Service Calendar. 2. On the Actions toolbar, click Schedule. If you click New, and then Service Activity, you will create a service activity without checking for available times. 3. On the Schedule Service Activity form, you must enter the following information: – Service Locate and select the service you want to schedule. You can select a record from a filtered list in the Form Assistant pane, or you can click Lookup to search for other records. Resources Locate and select the user, or facility and equipment that you want to schedule. You can select a record from a filtered list in the Form Assistant pane, or you can click Lookup to search for other records. Duration Do not clear the Use Default Duration check box and change the duration unless you want to schedule more time than the default duration of the service.

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4. Click Find Available Times. The next available times in the selected resource's schedule are displayed. 5. Under Available Times click on the start or end time of the time you want to schedule, and then click Schedule. If you click the service or resource links, the related form opens. The Schedule Service Activity form closes and Microsoft CRM fills in the information from the selected time into the Service Activity form.

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6. On the Service Activity form, enter any additional information about the service activity. – Subject You must enter a subject. The first 12 characters appear on the Service Calendar and the calendar in your Workplace. You can save the service activity now, or continue to add information. Customers If this service activity is for a customer, you can locate and select the account or contact. You can select a record from a filtered list in the Form Assistant pane, or you can click Lookup to search for other records. Location You can enter an address or room number where the service activity will occur. Show Time As If you want to change the initial status of the service activity, select a status from the list. If you select any of the statuses under Scheduled, that block of time on the schedule is set so that another service activity or appointment cannot conflict with it during automatic scheduling. Forced service activities and appointments might conflict. Site Changing the Site after you have selected a time for the service activity is not recommended. Resources are assigned to sites. If the selected resources are not available at the selected site, there might be conflicts. To record the specific room or address of the service activity, enter that information in the Location box on the Service Activity form. Notes You can add additional information about the customer and service activity in this area. For example, you could enter the symptoms of a problem, special requests by the customer, or any messages to pass on to the resources providing the service.

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7. On the Details tab, you can select and locate a record in the Regarding box to link to this service activity. You can also set a Priority for the service activity, and record a Category and SubCategory. 8. Click Save or Save and Close. The service activity appears as a color block on the Service Calendar, as well as on the calendar in the Workplace and Activities areas.

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Procedure: Create a Service Activity Without Checking for Conflicts
Use this procedure to create a service activity. If you save this service activity without finding available times in the schedule, then the service activity appears on the schedule without checking for conflicts. One reason to force a service activity into a time slot is to squeeze another service activity into the left-over time from a previous service activity. 1. In the Navigation Pane, click Service, and then click Service Calendar. 2. On the Actions toolbar, click New, and then click Service Activity. 3. On the Service Activity form, you must enter the following information: – Subject You must enter a subject. The first 12 characters appear on the Service Calendar and the calendar in your Workplace. Service Locate and select the service you want to schedule. You can select a record from a filtered list in the Form Assistant pane, or you can click Lookup to search for other records.

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4. You can enter additional information about the service activity in the following fields. – Customers If this service activity is for a customer, you can locate and select the account or contact. You can select a record from a filtered list in the Form Assistant pane, or you can click Lookup to search for other records. Resources Locate and select the user, or facility and equipment that you want to schedule. You can select a record from a filtered list in the Form Assistant pane, or you can click Lookup to search for other records. Location You can enter an address or room number where the service activity will occur. Show Time As If you want to change the initial status of the service activity, select a status from the list. If you select any of the statuses under Scheduled, that block of time on the schedule is set so that another service activity or appointment cannot conflict with it during automatic scheduling. Forced service activities and appointments might conflict.

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– Site Locate and select the site for the service activity. Sites are defined in Microsoft CRM and assigned to resources. Only resources from the same site will be selected. To record the specific room or address of the service activity, enter information in the Location box. You can select a record from a filtered list in the Form Assistant pane, or you can click Lookup to search for other records.

5. Under Scheduling Information, you must enter the Start Time and End Time, but the other information is optional. – Start Time and End Time Select the date and times the service activity starts and ends. The Duration box is updated to the length of the service activity. If you select a different duration, the End Time is adjusted. If this is an all-day event, click All Day Event. An all-day event is actually the entire working day of the selected resource. If the resource works 8 a.m. to noon, then an all-day event is four hours. Duration You can add additional time to the end of a time slot by changing the duration. The default duration is determined by the selected service. Notes You can add additional information about the customer and service activity in this area. For example, you could enter the symptoms of a problem, special requests by the customer, or any messages to pass on to the resources providing the service.

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6. On the Details tab, you can select and locate a record in the Regarding box to link to this service activity. You can also set a Priority for the service activity, and record a Category and SubCategory.

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7. Click Save or Save and Close. The service activity appears as a color block on the Service Calendar, as well as on the calendar in the Workplace and Activities areas.

FIGURE 4-4: SCHEDULE A SERVICE ACTIVITY

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Close, Cancel, or Reschedule a Service Activity
If a service activity is completed, it can be closed and marked for billing. If the service activity was not completed, it can be cancelled. If the customer would like to reschedule it, users can search for a new timeslot.
NOTE: The service activity appears in the Service Calendar color-coded with its current status and the subject of the service activity.

Procedure: Close or Cancel a Service Activity
1. In the Navigation Pane, click Service, and then click Service Calendar. 2. Locate and open the service activity you want to close. 3. On the Actions menu, click Close Service Activity. 4. In the Service Activity Close Confirmation dialog box, in the Status list, do one of the following: 5. If the service activity is completed and can be billed, select Completed. 6. If the service activity will not be completed and cannot be billed, click Canceled. 7. If the customer never arrived and the service activity cannot be billed, select No Show. 8. Click OK. 9. On the Standard toolbar, click Close.

Rescheduling a Service Activity
When rescheduling a service activity, the flow is similar to scheduling. The user can make adjustments to a service that has been booked and the system will ignore this booking when calculating availability.

Procedure: Rescheduling a Service Activity
1. In the Navigation Pane, click Service, and then click Service Calendar. 2. Locate and select the service activity you want to reschedule. 3. On the Actions toolbar, click Reschedule.

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4. On the Schedule Service Activity form, change any of the information you want. 5. Click Find Available Times. Microsoft CRM returns a list of all of the available time slots that meet the criteria on the form. If you do not find a suitable time slot, change the criteria, and try again. 6. In the Available Times list, select a time slot. 7. Click Schedule. 8. Click Save or Save and Close.

FIGURE 4-5: RESCHEDULE A SERVICE ACTIVITY

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Demonstration: Reschedule a Service Activity
NOTE: This demonstration is a continuation of the Demonstration: Create and Schedule a Service Activity Using the Service Calendar

This demonstration illustrates how to reschedule a service activity.

Scenario
The Service Scheduler has just received a telephone call from the owner of A Bike Store. A Bike Store has just spoken to another Service Scheduler at Adventure Works Cycle, and he needs to reschedule the simple tuning. A bike store would still like Ben Burton the Eastern Region Bike Service Technician to perform the tuning. However, they would like to reschedule for anytime after 2:00 pm the day after the original service activity was scheduled to occur.

Goal Description
Reschedule the Bicycle Tuning service activity for A Bike Store in Microsoft CRM using the Service Calendar.

Steps
1. Log on to the Microsoft CRM Web Application as Roger Van Houten. User ID: Roger Password: Pa$$w0rd. 2. In the Navigation Pane, click Service, and then click Service Calendar. 3. Enter the following information to locate the service activity for A Bike Store: Look for: bicycle, Type: Appointment and Service Activity, View: My Activity. 4. Click Find. 5. Open and review the service activity. 6. On the Actions toolbar, click Reschedule. 7. On the Schedule Service Activity form, change the Scheduled Start time to 2:00 pm, the next day. 8. Click Schedule.

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9. Click Save or Save and Close. 10. Navigate to the Service Calendar, and enter the following information to locate the service activity: Look for: bicycle, Type: Appointment and Service Activity, View: Search results. 11. Click Find. 12. Open and review the service activity to confirm the service for A Bike Store.

FIGURE 4-6: RESCHEDULE A SERVICE ACTIVITY

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View Service Activities and Appointments
Users can view service activities and appointments in both the calendar in the Workplace area or in the Service Calendar in the Service area. In the calendar in the Workplace area, users can only view, create, or edit new service activities and appointments. In the Service Calendar in the Service area, users can manage resources, search for conflicts, and change the status of service activities.

Procedure: View the Calendar in the Workplace
The workplace calendar displays the appointments and service activities to which the user is the participant. 1. View the Calendar in the Workplace 2. The workplace calendar displays the appointments and service activities to which you are a participant. 3. In the Navigation Pane, click Workplace, and then under My Work click Calendar. 4. On the calendar, you can change the view by doing any of the following: – – – – Change the calendar view. Under Calendar Views, click one of the views: Month The calendar displays monthly calendar. Week The calendar displays a 7-day week. Day The calendar displays hourly list for a single day.

5. View a summary of an appointment. On the calendar, place the cursor over the appointment. 6. View or edit the details of an appointment. On the calendar, click the appointment link. The Appointment form opens. 7. Change the dates displayed on the calendar. On the calendar control, click the arrows or a specific date.

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8. View today's appointments and service activities. On the calendar control, click Today. The calendar displays the hourly list for today. 9. Refresh the calendar. In the top right corner of the calendar, click Refresh.

Procedure: View the Service Calendar
The Service Calendar displays the appointments and service activities for the user's organization. 1. In the Navigation Pane, click Service, and then click Service Calendar. 2. On the calendar, you can change the view by doing any of the following: Change the calendar view. Under Calendar Views, click one of the views: Today The daily schedule. – Month The monthly schedule. – Week The schedule for the 7-day week. – Day The daily schedule for an individual, selected day. View a summary of an appointment or service activity. On the calendar, place the cursor over the appointment or service activity. 3. View or edit the details of an appointment or service activity. On the calendar, double-click the appointment. The Appointment form opens. 4. Change the dates displayed on the service calendar. On the Calendar control, click the arrows or a specific date. 5. View today's appointments and service activities. On the calendar control, click Today. The calendar displays the hourly list for today. 6. Refresh the calendar. In the top-right corner of the calendar, click Refresh. –

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Procedure: Change the Status of a Service Activity
After a service activity is created, you can change the service activity. The status of a service activity is displayed in the Service Calendar and the Workplace calendar. 1. In the Navigation Pane, click Service, and then click Service Calendar. 2. On the Service Calendar select the service activity you want to change. 3. On the Actions toolbar, click Change Status. 4. In the Change Status dialog box, in the Show Time As list, select the new status, and then click OK. The status of the service activity is updated and the color of the service activity time slot changes.
NOTE: When you close a service activity, the activity becomes read-only and cannot be edited.

Procedure: Check the Schedule for Schedule Conflicts
Microsoft CRM marks all service activities with conflicts on the Service Calendar by outlining them in red. 1. In the Navigation Pane, click Service, and then click Service Calendar. 2. On the Actions toolbar, click Show Conflicts. The button label changes to Hide Conflicts and any service activities, appointments, or resources that have scheduling conflicts are outlined in red.

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Setting Service Activity Preferences for Customers
Users can provide personalized customer service for customers by recording their preferences regarding services and service times. These preferences become the default criteria the next time that a service activity is scheduled for the customer and they are offered in the Form Assistant pane.

Procedure: Setting Customer Preferences for a Service Activity
1 In the Navigation Pane, click Settings, and then under Customers, click either Accounts or Contacts.

2. In the list, open the record you want. 3. Under Details, click Information. 4. On the Administration tab, under Service Preferences, select the customer's preferred time and day for appointments. 5. Click the Preferred Service, Preferred Facility/Equipment, or Preferred User box to search for the appropriate record. You can select a record from a filtered list in the Form Assistant pane, or you can click Lookup to search for other records. 6. Click Save or Save and Close.

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Summary
Service Scheduling also allows for schedulers to be kept up-to-date and informed with calendars views that enable the scheduler to clearly see their: • • • Weekly scheduled service activities Monthly scheduled service activities Daily scheduled service activities

The service calendar also enables schedulers to save time by providing up-to-date information about schedulers unavailable days and times. Scheduling services in Microsoft CRM provides the tools that let users organize and keep track of resources, resource schedules, time off and company closures.

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Test Your Knowledge
1. What does the service activity calendar supply? Select all that apply. a. Ability to view, edit, create, and delete items on the calendar. b. Ability to see the resource's Outlook Calendar. c. Ability to see monthly view - a primary view for Work Calendars for an individual resource. d. Ability to easily distinguish between various types of calendar tasks. 2. What are the visual aids that the service calendar provides? Select all that apply. a. The Appointment book has different colors/shading to indicate status. b. The From and To boxes can be used to change the date range. c. The Hold Resource button can be used to reserve resource. d. The Thumbnail view lets users see items multiple. 3. What is the minimum amount of information that users need to search for an open service slot? a. Customer name b. Resource name c. Service to be provided d. Date of service 4. What menu option do users use to book service activities in the Service Calendar? a. Action menu Schedule b. Action menu Add Related c. Action Menu Find d. Action menu Book

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5. What must users indicate to schedule a service activity for a requested time? Select all that apply. a. Customer b. Resource c. Requested time d. Description of the service activity 6. What is the result of entering more information about the service activity? a. The more information, the better the customer is satisfied b. The more information, the better the resource c. The more information, the fewer available timeslots d. The more information, the more available timeslots 7. What resolution actions can be taken on a service activity? Select all that apply. a. It can be closed b. It can be marked for billing c. It can be marked On Hold d. It can be marked Expired 8. What kind of flow does rescheduling a service activity mimic? a. Canceling a service activity b. Closing a service activity c. Scheduling a service activity d. Putting a service activity On Hold 9. What can users change about service activities? Select all that apply. a. Resource b. Time and date c. Status d. Priority

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10. What are some views that are available for Service Activities? Select those that apply. a. My Service Activities b. My Rescheduled Activities c. Closed Service Activities d. Canceled Service Activities 11. How are customer preferences considered when a new service activity is scheduled? a. They need to be updated b. They need to be selected c. They are defaulted d. They are left blank. 12. What can customer preferences include? Select all that apply. a. Preferred Service b. Preferred Facility/Equipment c. Preferred Payment terms d. Preferred User 13. What are some of the features of Advanced Find? Select all that apply. a. Users can choose Criteria b. Users can specify Properties c. All records become the basis of the Advanced Find d. Users can sort the resultant records

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Lab 4.1 − Scheduling a Service Activity for a Case
In this Lab users create new services in Microsoft CRM. As users perform the instructions, use the information in the Scenario and Goal Description to complete the lab. See the Introduction to Training lesson for information about the two levels of lab instruction and the lab solution in Appendix B.

Scenario
The East Region Service Scheduler at Adventure Works Cycle has to handle all customer service requirements for the eastern region. To manage the services business, the Service Scheduler schedules service appointments effectively based on resources available and the priority of the request. The Service Scheduler functions in a dispatcher role, controlling the field technicians so that maximum service efficiency is achieved with the minimum cost.

Goal Description
The Service Scheduler must create a Total Overhaul service activity for Eleventh Bike Store based on the 'Wheel alignment Problem' case. The service activity is regarding the 'Overhaul activity for Eleventh Bike Store', and it needs to be created as soon as possible. The Site location for this service is the Eastern and Central Region Service Center, and the Resource is Chris Perry.

Steps
Challenge Yourself!
Instructions Using the information above, create the service activity from the case. Log on to the Microsoft CRM Web Application as Roger Van Houten. Login Username Password Roger Pa$$w0rd

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Need a Little Help?
Instructions Log on to the Microsoft CRM Web Application as Roger Van Houten. Login Username Password Roger Pa$$w0rd

1. Navigate to Service, and select the Case titled 'Wheel Alignment Problem'. Case Number: CAS-01035-B16Q6X. 2. Open the Case. 3. On the Actions bar, click Add Activity, and then select Service Activity. 4. Complete the Service Activity form, and schedule the activity.

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Lab 4.2 − Create and Schedule a Service Activity
In this Lab users create a new service, add resource, site and time information Microsoft CRM. As users perform the instructions, use the information in the Scenario and Goal Description to complete the lab. See the Introduction to Training lesson for information about the two levels of lab instruction and the lab solution in Appendix B.

Scenario
Cycles and Scooters has just contacted Adventure Works Cycle, as they are having a conference for Bike Technicians, and they want to schedule a four hour training session to take place in the afternoon during the conference. The conference is happening during the next week.

Goal Description
Create a service activity for a Bike Training service for Cycles and Scooters. Judith Walker the Western region Bike service manager is the best available resource for this service.

Steps
Challenge Usersrself!
Instructions Using the information above, create a new service, add resource, site and time information. Log on to the Microsoft CRM Web Application as Roger Van Houten. Login Username Password Roger Pa$$w0rd

Need a Little Help?
Instructions 1. Log on to the Microsoft CRM Web Application as Roger Van Houten. Login Username Password Roger Pa$$w0rd

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2. Navigate to the Calendar area and create a new Service named 'Bike Training Service for Cycles and Scooters.' Use the information in the following table to complete the form. Save and close the Service Activity form when finished. Service Site Customer Resources 3. Click Schedule. 4. Use the following table to complete the form. Duration Start Date Start Time Customer Use Default Duration As Soon as Possible Range of Times Judith Walker Bike Training Service Western Region Service Center Cycles and Scooters Judith Walker

5. Save and close the Service Activity form when finished.

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Lab 4.3 − Follow Up on Appointments, Adding Notes and Changing Service Statuses
In this Lab users add notes to, and change the status of a service activity. As users perform the instructions, use the information in the Scenario and Goal Description to complete the lab. See the Introduction to Training lesson for information about the two levels of lab instruction and the lab solution in Appendix B.

Scenario
Chris Perry is a bike service technician in the field. He has a schedule for service appointments prepared by the service manager. He executes service appointments and updates the status. When the calendar loads, Chris will see all his scheduled (but not yet completed) appointments.

Goal Description
Chris has completed a service appointment "Removing and Replacing the Cogs" for the customer More Bikes! And he wants to change the status and add his notes to this appointment.

Steps
Challenge Usersrself!
Instructions Using the information above, add notes to, and change the status of the service activity. Log on to the Microsoft CRM Web Application as Chris Perry. Login Username Password Chris Pa$$w0rd

Need a Little Help?
Instructions 1. Log on to the Microsoft CRM Web Application as Chris Perry. 2. Navigate to the appointment 'Removing and Replacing Cogs.' 3. Open the service appointment and add a notes explaining that the service has been successfully completed. 4. Navigate to the appointment 'Removing and Replacing Cogs.' 5. Change the status of the service activity to closed. 6. Click Save, and close the record.

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Quick Interaction: Lessons Learned
Take a moment to write down three Key Points users have learned from this lesson: 1.

2.

3.

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Description: Microsoft CRM 3.0 Scheduling - 8524A