Scheduling in Field Service

Dynamics 365 Field Service scheduling is the process of assigning the right job to the right field technician, at the right time i.e., assigning work orders to closest field technicians in the area using scheduling tools.

Universal Resource Scheduling (URS): A Dynamics 365 solution that allows organizations from different industries with different scenarios to assign resources to jobs and tasks.

Configuration (URS for Field Service):

Universal Resource Scheduling is installed automatically, once Dynamics 365 Field Service installation is done. It is appeared in My apps as shown. Click on Resource Scheduling.

Select Settings > Administration > Enable Resource Scheduling for Entities.

User can enable any entity for scheduling using URS. Here, administrators decide which entities can be scheduled to resources.

URS in Work Orders: URS will schedule mobile resources to location-specific jobs and tasks i.e., Work Orders (onsite).

In the view of Scheduling, Work Orders and related entities under Field Service & Resource and Requirement related entities under URS will work together seamlessly.

Requirement is an entity which outlines the specific details for resources that can perform work order. A Requirement record is created automatically, once work order is saved.

Select Related tab > Requirements.

By default, one Requirement is created but a single work order can have multiple Requirements. Click on New button to add Requirements.

A few fields are passed from the work order to Requirement once created as shown.

In Resource Requirement, the fields can be edited manually as required before scheduling.

Scheduling work orders with URS:

URS scheduling tools can be used to book the requirement to most suitable resource. To book the resource involved with 4 ways.

  • Work orders
  • Requirements
  • Schedule board
  • Resource Scheduling Optimization (RSO)

Book from work order:  Selecting Book from the work order will trigger URS schedule assistant to match the related work order requirement with available resources.

Book from Requirement:  Selecting Book from the Resource Requirement will trigger URS schedule assistant to match the related requirement with available resources.

Book from schedule board: In the lower pane, requirements records are displayed that can be dragged and dropped on the resource in schedule board to schedule the work order.

Book with Resource Scheduling Optimization (RSO):

Resource Scheduling Optimization (RSO) is more advanced form of scheduling which would be deployed separately.

RSO automatically schedule work order requirements based on predefined schedules or triggers i.e., scheduling work orders to field technicians. You can also manually accomplish this by selecting the Run Now button.

Types of scheduling in Field Service:

  • Manual Scheduling
  • Schedule Assistant
  • Optimized or Automated Scheduling

Manual Scheduling: Drag and drop the requirement on to a resource in a particular time slot to create the bookings manually using schedule board. It works well in the following scenarios:

  • As part of broader adoption to drive learning and understanding during a pilot implementation.
  • To handle exceptions like emergency work.
  • For less complex requirements or less mature scheduling processes.

Schedule Assistant: The schedule assistant uses requirement details to recommend times and resources for bookings. Here, the schedule assistant is configurable and extensible, and can be used from within the schedule board or work order. It works well in the same scenarios as manual scheduling, as well as:

  • To expose scheduling through a case or customer portal.
  • To schedule a subset of requirements that may be less effective for optimization or automated scheduling.


Optimized or Automated Scheduling:  A set of optimized or automated capabilities called Resource Scheduling Optimization (i.e., automatically schedules jobs to the people, equipment, and facilities best equipped to complete them) that can be used in various combinations, including a combination with manual scheduling and schedule assistant.

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