Dynamics 365 Field Service : Create and configure required product and service types

 In Dynamics 365 Field Service, Product Types and Service Types play a critical role in defining what is delivered to the customer—whether it’s a physical item, a service, or an internally used part. They help standardize work orders, inventory usage, billing, and reporting.

Product Types in Dynamics 365 Field Service

Products are physical goods associated with a work order. Dynamics 365 Field Service supports three types of products:

  1. Customer Asset (or Equipment)
    •  Products sold and installed at the customer site.
    • Tracked as assets for future maintenance and service history.
    •  Example: HVAC system, elevator, or router installed at a customer’s premises.
  2. Inventory
    • Parts or materials taken from the company’s warehouse or technician’s van stock.
    •  Consumption reduces stock levels in real-time.
    •   Example: Fittings, wires, air filters, or replacement parts.
  3.  Non-Inventory
    •  Items that do not require tracking in inventory.
    •  Often used for low-cost or frequently used items.
    •   Example: Screws, glue, packaging material.
Benefits of Using Product Types:
  •  Accurate inventory management and forecasting.
  •  Automated asset tracking upon installation.
  •  Cost calculation and billing accuracy.

Service Types in Dynamics 365 Field Service

Service Types define the labor and technician time associated with a work order. These are essentially predefined service tasks.

Each Service Type can include:

  •  A description of the task (e.g., “Install water purifier”).
  •  Estimated duration (e.g., 90 minutes).
  •  Estimated cost and price.
  •  Skills required (e.g., Electrical Certification).
  •  Applicable incident types.

Examples:

  •  Annual maintenance inspection
  •  Air conditioning system repair
  •  IT system diagnostics

Why It’s Important:

  •  Standardizes recurring service tasks.
  •  Helps technicians and dispatchers understand time and skill expectations.
  •  Useful for analytics and SLA performance tracking.
  •  Reduces manual entry for common services.

Integration with Work Orders

When creating a Work Order:

  •  Product Types determine what items are required or consumed.
  •  Service Types define the work to be performed and duration.
  •  This drives scheduling, inventory updates, time tracking, and billing.

Summary of Importance

  •  Helps streamline operations with standardized product and service definitions.
  •  Enhances scheduling accuracy and technician readiness.
  •  Provides better control over costs, pricing, and margins.
  •  Supports automation, from work order creation to invoicing and reporting.


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