In global CRM implementations, there is a fine line between changes that must be global versus changes that can be managed locally without affecting the entire organization. There are unique requirements for local implementations, and autonomy is essential to enable local branches to swiftly adapt to their unique requirements without jeopardizing the global implementation.
I recently had the privilege of visiting one of our key customers that dispatch technicians all over the world. After sitting with dispatchers targeting North America and Latin America, the dispatchers explained how it would be extremely beneficial if they could just add a field here or remove a field there; they felt, however, they couldn’t make changes since it would affect the entire global operation.
The reality is that there are many changes that can be managed on a local level without affecting an entire global implementation.
Schedule boards are typically created for a given territory or set of neighboring territories. As a result, there are many changes that can be made that only impact users of that specific schedule board. For example, if you have one board that is filtered to Miami and another board filtered to Palm Beach, making changes on either of these unique boards only affects those who use that board. In Dynamics 365 Field Service, users typically focus on specific areas, so the same board is often used by only one – or a few – dispatchers. If it is only used by one dispatcher, party on. If it is shared by a few dispatchers, make sure your team agrees with these changes. If they dont, perhaps create a personal board or another shared board for those who dont want the changes. For more about creating and sharing schedule boards, check out our documentation.
The booking requirements views on the schedule board can be adjusted on a schedule board level. Users can temporarily remove columns from within the requirements panel, but those changes are only meant to hold until the board is refreshed.
To temporarily remove columns, select the drop-down menu from a column in the Open Requirements tab, select Columns,and un-check whichever column you’d like to remove.
To permanently change which attributes appear in the open requirements view or which requirements appear altogether:
You now have complete control over which requirement views show on the bottom of your schedule board without changing any other boards. The requirements will filter based on the filter criteria of the view, and the visible columns will mirror the columns on the view.
The text that appears inside your bookings is controlled by booking templates. Templates can be unique per schedule board. For more information, check out our booking template documentation over on Docs.
There are various tooltips that appear when hovering over objects on the schedule board, such as bookings and map pins. All of these tooltips are controlled by views and can be changed at the schedule board level.
There are views that drive tooltips with one view, since there is no differentiation between the type of record it is (Project, Case, Work Order, etc), and others that have a different view for each schedulable entity, also known as Booking Setup Metadata.
Here are a few views driven by BSM where you can have a different view based on the type of entity being scheduled:
When selecting different objects on the schedule board, if you pop out the details pane, you see information appear when you select an object.
Here is a screenshot of the details pane showing details about the booking for Brady on September 4th:
Here are some views driven by BSM where you can have a different view based on the type of record (type of entity being scheduled):
You can create any view on these respective objects. The filter criteria does not matter, but the columns you add to the view are the columns that will appear in the details pane. Create a view and open the schedule board settings. Then modify the views on this board for each object you wish to change. This change only affects users of this board.
Each schedule board has a view that controls which requirements should appear on the map. We don’t just display the requirements from the bottom panel on the map, as you may elect to split your requirements into multiple panels in the booking requirements grid. Yet it’s important to see all the pins on the map so you dont miss key information. If you would like to change which unscheduled requirements records appear in the map, you can do this per board.
First, create a view. The filter criteria matters, but the columns do not since there is a different view controlling the map pin hover information, as mentioned in Tip 3. Then update the map filter view in the map settings section.
Note: If you choose to use the setting called “apply filter territory,” any territory filter added in the filter panel will apply to the requirements on the map as well. So if you filter by territory X in the filter panel, the territory filter will apply to the view we discussed in this tip. The map will show the pins, which are a subset of the view, and then the territory filter entered in the filter panel.
Having trouble seeing the end of the text on your bookings? Just use the pixel slider to increase the pixel width! This will affect the width for anyone using the same schedule board but only that board.
Dan Gittler, Principal PM
The post 6 tips for global versus local changes – Universal Resource Scheduling appeared first on Dynamics 365 Blog.