MB-230: Microsoft Dynamics 365 Buyer Service – Scheduling Config / Setup

I’m presently revising for the MB-230 examination. This examination is for Microsoft Dynamics 365 and covers all elements of customer support. As I revise I plan to publish weblog posts that collectively will develop into a whole revision information for anybody embarking on the identical journey as me. On this publish I’ll cowl a number of the ideas of setup wanted earlier than you’ll be able to schedule your sources and providers.

Under you’ll be able to see an extract from the present abilities measured assertion for the MB 230 examination. You’ll be able to hopefully see that scheduling is firstly a major part of the examination and likewise that it covers quite a few matters. Which means this publish is one in every of a number of that I’ll create to cowl all elements of scheduling. On this publish I’ll cowl the preliminary configuration and setup required.

Earlier than you can begin to schedule gadgets utilizing customer support scheduling there are a number of issues you could first guarantee are outlined. As these are important to have the ability to successfully schedule work.

When helping an organisation to configure service scheduling asking a great deal of questions which can assist outline / refine the required setup. Some examples are under;

What providers do we have to schedule?

    Do our providers require a number of sources?

    So our service require several types of sources? (e.g. sub-contractors, gear and so on.)

What does an unscheduled merchandise “seem like”?

    Does the service exercise have to undergo a number of statuses or phases earlier than it’s scheduled?

What does a scheduled merchandise seem like?

    Is there a distinction between the merchandise being “simply” schedules and when somebody is actively engaged on it?

    Do the sources have to take breaks?

What elements can affect scheduling of a useful resource?

    Is out group cut up into service areas? (e.g. North / South)

    The place will the service be executed?

    When will particular sorts of sources be required?

Organizational Items

Organizational models are used to group sources collectively. Typically are organizational models will mirror the bodily places that the sources function from. Possibly an organization has regional service centres within the North and South. When this occurs will probably be widespread to schedule a selected requirement from only one organizational models.

Under you’ll be able to see that I’ve used the “Organizational Items” choice inside the scheduling space to outline my organizational unit.

Discover under that on the scheduling tab I’ve entered the latitude and longitude for this unit. This info is important to have the ability to present the organizational unit on maps inside the schedule board.

Tip: As there isn’t a tackle enter and automated lookup of the lat/lengthy info I used a web site to assist me discover a appropriate setting. https://www.latlong.net/

Enterprise Closures

Every useful resource could have a calendar / working sample. However you may additionally have to outline a set of enterprise closures that may help scheduling. For instance, in case you firm is shut on Christmas day and New Years day chances are you’ll have to mirror these as enterprise closures in order that no bookings are accidently scheduled on today.

Under you’ll be able to see I’ve opened the enterprise closures choice from the settings space of scheduling. To start with discover the gray bar containing the yr, you’ll be able to sue this to scroll ahead or backward as required.

We then use the “New” choice so as to add closures as required.

For every closure we outline a number of fields;

Identify – an outline of the closure motive.

All day occasion – Set to “sure” if the closure is all day. However you’ll be able to enter “no” and outline a closure of “n” hours if required.

Begin time – The beginning of the closure.

Finish time – The top of the closure.

Under you’ll be able to see that I’ve outlined “an necessary” enterprise closure date. Discover that it is a someday occasion however appears to start out a day early! It is because the shutdown is definitely operating from midnight on someday till midnight on the subsequent day.

Notice: Later once you outline sources we’ve an choice to watch or not observe enterprise closures. Say you could have an engineer that gives 24/7 on name assist, then that engineer will in all probability not observe enterprise closures. While different engineers who’ve a “regular” working sample would observe closures.

Useful resource Classes

Useful resource classes enable us to group our sources by roles. These might be helpful when scheduling as we will simply choose a selected kind of useful resource.

For instance, I a software program consultancy might have might several types of sources. Together with builders, consultants and extra.

Under you’ll be able to see that I’ve used the useful resource classes choice to outline various sources.

Discover that for every useful resource class we will additionally affiliate the required abilities and proficiency stage sources holding this position will probably be anticipated to have.

Amenities and gear

Along with scheduling “individuals” it possibly widespread to wish to make use of amenities and gear. One traditional instance is an automotive restore firm, as any service would require a free service bay (facility) or possibly a selected diagnostic device (Tools).

Amenities and gear might be related to sources and scheduled as a part of providers scheduling. Once we create a facility/gear file, we outline the title, organizational unit and time zone of the power / gear. Additionall an outline might be entered to explain this merchandise.


The working hours tab permits us to outline the working sample of the power to euqipment. It could be {that a} piece of euqipment is at all times out there. However you’ll discover examples when this isn’t at all times true. For instance, a coaching room might solely be out there on sure days or occasions. A coaching room (for instance) might also have a capability.


On this publish I hope I’ve coated a number of the key setup gadgets that have to be created earlier than we start to make use of service scheduling. As a part of your MB 230 revision I recommend you experiment with these choices creating some group models, amenities and so on. In later posts I’ll discover how these settings impact the definition and scheduling of our providers. Take pleasure in.

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