I’m at present revising for the MB-230 examination. This examination is for Microsoft Dynamics 365 and covers all features of customer support. As I revise I plan to publish weblog posts that collectively will grow to be a whole revision information for anybody embarking on the identical journey as me. On this put up I’ll cowl superior scheduling ideas.

Beneath you’ll be able to 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 subjects. Which means this put up is one in all a number of that I’ll create to cowl all features of scheduling. On this put up I’ll focus on a few of the superior scheduling ideas similar to fulfilment preferences, rescheduling service actions and extra.

Fulfilment preferences

We are able to use the schedule assistant to search out availability from the schedule board or by way of the ebook possibility straight on service actions. With none fulfilment preferences the schedule assistant will “merely” show outcomes primarily based on useful resource schedules and their earliest availability.

Typically a reserving will probably be prompt precisely on the subsequent out there time. Which means if the assistant is run at 9:37am, then a time slots beginning precisely at 9:37 possibly prompt. Typically time slots utilizing “rounded” time values can be preferrable. It could be straightforward for the shopper and the dispatcher if a job was booked for 9:45am or 10am, fairly than 9:37am.

Additionally, we might typically need to restrict the variety of appointments per time slot (or interval). As reserving again to again appointments might sound environment friendly but it surely offers no margin to permit for overruns, late operating, longer than anticipated journey instances and so on. Due to this fact reserving in intervals might help to create a plan which is extra achievable.

URS consists of fulfilment preferences that permit us to decide on how the schedule assistant outcomes will probably be displayed. This could embody two options;

  • Intervals – intervals show schedule assistant leads to time slots that dictate the beginning time of subsequent jobs.
  • Time teams
    permit schedulers to look / view choices as blocks of time. Typically this might embody morning / afternoon bookings or 2 hour home windows and so on.


Beneath you’ll be able to see that if I attempt to ebook a 30 minute service exercise, the schedule assistant is providing appointments actually each half-hour.

This could be discover however what if I solely wished to ebook one appointment per 2 hour interval. Then this method wouldn’t be right!

Beneath you’ll be able to see that I’ve created a “2 hour interval” utilizing fulfilment preferences. Now for a similar 30 minute job slots in blocks of two hours are supplied.

To outline a fulfilment desire to realize this I used the fulfilment possibility. Beneath you’ll be able to see that I’ve given my desire a reputation of “2 hour intervals”.

Subsequent on the intervals tab I’ve said that I need to have a 2 hour interval. And that my intervals will start from 9am within the morning. I may optionally limit the variety of outcomes per interval which are supplied to the dispatcher. You probably have numerous assets this could be a helpful means to assist the dispatcher work with a shorter prompt checklist.

In case you restrict the outcomes you may need to take into consideration the sorting logic utilized on the service’s necessities. As suggesting the least busy assets first (for instance) may grow to be a useful gizmo to make sure you obtain the specified useful resource loading.

We are able to now edit the service definition. Within the useful resource necessities tab you’ll be able to add your fulfilment desire to the necessities.

Along with modifying the definition of our service we are able to edit any necessities file related to a service exercise and alter the fulfilment preferences from there. Beneath you’ll be able to see that I’ve navigated to the useful resource requirement file from my service exercise. And that on the scheduling tab I can edit the fulfilment desire. (And different fields which could affect the scheduling of this requirement.)

Time Teams

Time teams don’t dictate the beginning time of subsequent bookings! Time teams manage outcomes however depart the beginning time/arrival time as is, primarily based on the actual useful resource’s schedule. Earlier than I can outline my time teams I have to enter a reputation and saved the file. Then on the main points tab I can add my time teams. To do that I want to supply a reputation, begin time and finish time for my time group.

Necessary: The top time defines the final time that an appointment can begin inside the window. For instance, if the time window is 8:00 AM to 12:00 PM, it’s potential that an merchandise that has a period may very well be booked at 11:30 AM or 12:00 PM although in each situations, the top time can be past the time window.

Intervals and time teams collectively!

Chances are you’ll need to use a mixture of intervals and time teams collectively. It’s potential to outline a fulfilment desire that makes use of each intervals and time teams, however you can not add a price for interval begins. (Because the interval will start on the time of the earliest time group.) Additionally, if the reset interval per time group element possibility is about to sure, the intervals will reset as soon as a brand new time group element overlaps with an interval


Nothings at all times runs as anticipated! In some unspecified time in the future you’re going to must reschedule a reserving.

I can choose a single reserving and use the “Rebook Group” choice to re-run the scheduling assistant.

This method will permit me to alter each the useful resource and reserving time slot if required.

Having chosen a brand new reserving a brand new reserving will probably be created. The outdated reserving will probably be cancelled. You possibly can see this on the schedule board as its color will change to pink as a consequence of having a cancelled standing.

One other state of affairs is that you just need to transfer all the reserving for a given day to a different day. For that we are able to use the actions menu. (See the “transfer bookings to completely different day” possibility under.)

Having choose the “transfer bookings to completely different day” possibility, a dialog will open asking me to enter a brand new day and in addition outline what standing I would like these bookings to have. One limitation is that with this method I can solely transfer bookings ahead in time!

Substituting Assets

Infrequently it’s possible you’ll want to alter a useful resource on a reserving. Perhaps the present useful resource is sick or wanted elsewhere urgently!

One possibility I’ve can be to make use of the rebook possibility described above. Though that will even be doubtlessly suggesting different time slots.

Another choice is to make use of the “substitute useful resource” possibility proven under. Right here I can decide another useful resource for the reserving.

Tip: If I’m not sure on which useful resource to select I can use the “Discover substitute” possibility which is able to recommend another.

On this put up I’ve lined fairly a number of ideas! You have to to grasp all of those in your MB 230 examination …. So I like to recommend you experiment with these options to grow to be assured of their use. Get pleasure from.


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