I’m presently revising for the MB-230 examination. This examination is for Microsoft Dynamics 365 and covers all facets of customer support. As I revise I plan to publish weblog posts that collectively will change into a whole revision information for anybody embarking on the identical journey as me. On this submit I’ll give an outline of service scheduling.

Under you may see an extract from the present abilities measured assertion for the MB 230 examination. You possibly can hopefully see that scheduling is firstly a major part of the examination and in addition that it covers quite a few matters. Due to this I cannot cowl the total element of scheduling in a single submit! This submit shall be an introduction overlaying the important thing ideas, later posts will dive deeper into the themes raised.


It will likely be a standard requirement to schedule service based mostly actions, for instance scheduling the restore or set up of kit. Typically it will contain scheduling work that shall be accomplished at a prospects location. Different instances the scheduling shall be for companies to be carried out at service places. (Reminiscent of reserving your automotive in for a service at a storage.)

Dynamics 365 features a function known as Common Useful resource Scheduling (URS) which offers a capability to schedule assets in lots of circumstances.

URS ideas are literally shared between different Dynamics 365 apps past customer support. For instance, scheduling of labor orders within the Subject Service app leverages URS. That means we now have the identical schedule board capabilities in Subject Service and Customer support.

Each time we wish to schedule one thing it is very important perceive need must be carried out, what is required to perform “it” plus who’s able to and accessible to finish the duty.

Scheduling inside customer support entails two elements which permit us to outline what’s to be scheduled and in addition what assets are required to accomplished it;

  • Service – these outline what a company is providing to their prospects. A service is likely to be a definition of a automotive service or possibly therapy at a magnificence salon. The service document defines what number of assets are wanted to finish the duty. Importantly you could have to be conscious {that a} useful resource could be a particular person but additionally tools. For instance, a automotive service will want a mechanic to finish the service however different bodily assets resembling a service bay would additionally have to be accessible.
  • Service actions – every service exercise represents the supply of a service to a buyer.

Companies and repair actions are used collectively to outline what must be carried out, the way it must be accomplished and when will to be carried out. Once we schedule a service exercise Dynamics 365 will use URS to take a look at the resourtce necessities related to the service and establish which individuals, amenities and tools can be found to finish the exercise.

Scheduling Overview

URS offers the answer that enables firms to schedule service actions. (and different entities.) It offers the core scheduling performance, which might be leveraged in Buyer Service eventualities and different Dynamics 365 apps. (Reminiscent of Subject Service.)

Three core tables are creates as we schedule gadgets;

  1. The merchandise to be scheduled. This might be a service exercise in customer support, a piece order in Subject Service or different entities.
  2. Useful resource necessities. based mostly on the service these outline what have to be accomplished for the merchandise to be scheduled.
  3. Bookable useful resource reserving. A bookable useful resource reserving (catchy title!) is a reserving in opposition to a useful resource requirement for an acceptable useful resource. The bookable useful resource necessities shall be outlined based mostly on the chosen service.

Merchandise to be scheduled

We could start with a service exercise. That is the merchandise to be scheduled and embody a definition of the service to be offered, what buyer wants the work to be carried out and any scheduling preferences. (Together with supply time home windows, most well-liked technician and extra.)

Useful resource Requirement

When the service exercise is created, a useful resource requirement can be created. This defines the small print required to schedule the exercise. URS makes use of the requirement document to establish appropriate certified assets. Necessities for a service exercise would possibly outline the sort or useful resource required, the service centre, any useful resource preferences and extra scheduling constraints.

Bookable Useful resource Reserving

Bookable useful resource reserving information are created as a useful resource requirement is scheduled. This offers particular particulars of the useful resource accountable for delivering the service exercise. This might be the particular person accountable for finishing a piece order in Subject Service. But it surely might additionally discuss with a reserving for the bodily tools required to finish the duty. The useful resource reserving will mirror the estimated (or precise) time to finish the duty.

Scheduling Parts

As a part of your revision it’s essential to change into conversant in the elements / phrases regarding the varied elements concerned in scheduling.

The gadgets might be cut up into three teams.

Scheduling elements – these are the elements required to finish the scheduling course of

Instruments – these are the options for use to schedule the elements. (e.g. the schedule board.)

Settings – these are the configuration choices which help the method of scheduling the elements.

Scheduling Parts

Scheduling elements embody;

Parts Definition
Assets The individuals, amenities or tools you could schedule to work on “gadgets” to be booked.
Companies Represents the service your organization offers.
Service Actions An exercise document that can be utilized to mirror the supply of a service to a buyer. They due to this fact embody what service is to be accomplished and for which buyer.
Services / Tools A definition of the amenities and companies that is likely to be wanted as a part of a service exercise.
Useful resource Classes Used to classify the roles / positions that useful resource may need. (e.g. Technician, Guide, Designer and so forth.)
Fulfilment Preferences Used to outline how the schedule assistant outcomes are displayed. For instance time teams is likely to be used to point out blocks of bookable time.


The schedule board is our major instruments for scheduling. It’s an interactive calendar used to schedule particular gadgets of labor. The board might be filtered as required. Moreover scheduled gadgets might be views on a map.


The settings space will outline any further parameters which impression scheduling. For instance;

Organizational items – used to signify “containers” that group assets collectively. Typically an organisational, unit would possibly mirror a bodily location that assets function from. For instance, an organization with a Southern and Northern workplace could generally have two organizational items defines. (One for every service location.)

Enterprise Closures – These possibly used to outline when the corporate is just not open. For instance, public holidays like Christmas day and so forth.

I hope this overview has given you an preliminary introduction into the important thing parts concerned within the scheduling course of. In future posts I’ll increase on these ideas in an try to cowl all the facets it’s essential to revised for the MB 230 examination. As all the time, please remember the fact that fingers on utilization of the system is crucial. That means it’s best to really create assets, companies and repair actions. Plus then schedule these to understand how the schedule board operates. Get pleasure from.


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