Dynamics of communication and customer service

This article contains information about how to obtain the hotfix rollup and about the issues that are fixed by the hotfix rollup.

Dynamics of communication and customer service

In this article Applies to Dynamics for Customer Engagement apps version 9.

Dynamics of communication and customer service

The application combines workflow automation, scheduling algorithms, and mobility to set mobile workers up for success when they're onsite with customers fixing issues. The Field Service application enables you to: Improve first time fix rate Complete more service calls per technician per week Manage follow-up work and take advantage Dynamics of communication and customer service upsell and cross sell opportunities Reduce travel time, mileage, and vehicle wear and tear Organize and track resolution of customer issues Communicate an accurate arrival time to customers Provide accurate account and equipment history to the field technician Keep customers updated with the status of their service call and when it's resolved Schedule onsite visits when it's convenient for the customer Avoid equipment downtime through preventative maintenance Here are some examples of the types of organizations that use the application to manage their field service: Manufacturing - A medical device manufacturer sells machines to hospitals and clinics, and uses the application to manage maintenance services over the lifetime of the machines.

Utilities - A fiber optic cable utility company uses the application to respond to outages by dispatching technicians to problem areas. Health care - An in-home health care service provider uses the application to schedule and dispatch healthcare workers to administer medicine and other care to multiple patients.

Equipment maintenance - A facilities manager uses the application to deliver maintenance and repair services for heating and cooling equipment. Key capabilities Field service capabilities include: Work orders to define the service work needed primarily but not exclusively at customer locations.

Scheduling and dispatch tools to manage resources and equipment needed for customer service, visualize onsite appointments, and optimize service schedules with efficient routing and resource skill matching.

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Communication tools to enhance collaboration between customer service agents, dispatchers, field technicians, customers, and other stakeholders. An easy-to-use mobile application that guides technicians through schedule changes and service work.

Asset management capabilities to keep track of customer equipment and service history. Preventive maintenance by automatically generating recurring maintenance appointments for equipment. Inventory, purchasing, and returns capabilities to manage truck stock, purchase order requests and fulfillment, and product returns.

Billing capabilities to generate invoices based on products and services delivered to customers. Time tracking to help you track how resources are spending their time, whether they're traveling, on break, or working.

Analytics for reporting on key performance indicators for managing work orders, scheduling activities, and interacting with customers. Field Service roles The Field Service application provides tools for these key roles on your service team: Customer service agents triage incoming requests and determine when to create work orders for onsite visits.

Microsoft Dynamics AX Features Overview, Axapta Features, Supply Chain

Agents primarily use the application through a web browser. Service managers track performance metrics and oversee service delivery, finding ways to increase efficiency and standardize processes.

Service managers primarily use the application through a web browser. Dispatchers review and schedule work orders, and assign them to resources on the schedule board through resource availability searches, and through a fully automated resource scheduling optimization add-in. Dispatchers primarily use the application through a web browser.

Field technicians manage their assigned work orders using the mobile app on a phone or tablet, and perform maintenance and repairs onsite at customer locations. Inventory managers ensure field technicians have what they need to complete their service calls.

Inventory managers also handle product returns and purchase new inventory. Inventory managers primarily use the application through a web browser. Using the Field Service application Work orders describe the work that a technician needs to perform at a customer location.

In the Field Service application, a typical work order lifecycle looks like this: Work orders generate from service cases, sales orders, emails, phone calls, service agreements, web portals, or Internet of Things IoT telemetry and then display in Field Service. Work orders are typically grouped by geographical territory and lines of business.

Work order details consist of a checklist of tasks, parts to use, labor to bill to the customer, and skills required. Finally, incoming work orders that are marked as ready for assignment are passed along to a dispatcher for scheduling.

An interactive schedule board helps dispatchers assign work oOrders to the best resources based on location, availability, skill set, priority, and more.Your current service plan does not allow access to this information. To learn more about Microsoft Dynamics Service Plans review our service plan offerings.

Microsoft has released hotfix rollup 8 (RU 8) for Microsoft Dynamics AX Service Pack 1 (SP1). This article contains information about how to obtain the hotfix rollup and about the issues that are fixed by the hotfix rollup.

Microsoft Dynamics AX / AX7 / Operation Online Training.

Microsoft Dynamics AX was formerly known as Axapta / Dynamics Operation. It is a multi-language as well as multi-currency ERP business software integrated with global business management features for facilitating and streamlining of financial, operations management, human resources, as well as additional industry competences for.

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