Configuring Service Scheduling

Configuring service scheduling includes the following tasks:

• Scheduling Users and Resources
• Defining Services
• Scheduling Services for Your Customers

Scheduling Users and Resources

In Microsoft Dynamics CRM, resources are the personnel, facilities The physical spaces, such as conference rooms or service bays, where service activities can be performed., and equipment The tools or assets used to perform a service activity. that can be scheduled for a service activity A schedulable appointment to provide a service to a customer. A service activity uses one or more resources to perform a service at a specific time and place..

More information: Work with Weekly Schedules

Defining Services

When you create services, you also define selection rules The sets of criteria that specify which personnel, equipment, facilities, or resource groups are required to perform services, or how to select these resources, based on parameters such as quantity and capacity.. You can either name each resource individually, or create a group of resources, such as a pool of service technicians, that can be used in multiple services. Personnel, facilities, and equipment can belong to more than one resource group.

You can also create conditional selection rules that give you the flexibility to refine your rules to take into account different skill levels, capacities, how difficult a service is to provide, and how busy or free a resource is in the schedule.

More information: Work with Services (Work with Services, ./help/ui_set_Services_list.htm)

Scheduling Services for Your Customers

You can view a list of resources and manage service activities in the Service calendar area.

When you create a new service activity, you can search for an available time based on your criteria, including by times or resources. At any time, you can check for conflicts in the schedule.

If your business uses workflow, you can create workflow rules and processes that include service activities.

More information: Schedule Service Activity

Work with Services

Service Scheduling Permissions