MB-230: Microsoft Dynamics 365 Buyer Service – Sources and Companies

I’m at the moment 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 cowl ideas round creating assets and companies.

Beneath 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 likewise that it covers quite a few matters. Which means this submit is one among a number of that I’ll create to cowl all facets of scheduling. On this submit I’ll cowl the necessary matters round defining your assets and companies.

Earlier than you may schedule something you’ll have to outline the companies your group presents. And likewise outline the assets wanted to execute these companies.

Bookable Sources

Bookable assets are the folks, amenities or gear which are wanted to execute a service.

Unified Useful resource Scheduling (URS) handles scheduling throughout the entire Dynamics 365 purposes that will embody components of scheduling. Which means any outlined assets will probably be obtainable in customer support and likewise different purposes resembling Subject Service. We have now the next useful resource sorts;

Consumer – a useful resource is mapped to an inner Dynamics 365 person report. This can be a widespread sort of useful resource as these are the individuals who will ship the companies.

Generic – used as a spot holder to outline the kind of useful resource wanted. A particular named useful resource would then exchange a generic useful resource at a later date. (Sometimes I’ve used any such useful resource in reference to the Mission Service App. A mission administration software!)

Contact / Account – similar to a person useful resource however as a substitute of mapping to a system person report these assets can map to person or account data. (Probably helpful when planning work for sub-contractors who’re exterior to your organisation.)

Gear – Defines the useful resource as a bit of kit.

Facility – used to symbolize a constructing or room.

Beneath you may see I’ve created a useful resource of sort person and related this with my person report.

Observe: Making certain the corrorect time zone and placement is entered on the overall tab perhaps vital as these can affect how the useful resource exhibits on the schedule board.

Relying on the extra purposes you could have put in a number of tabs might present with further parameters particular to that software. Beneath you may see that I’ve “Mission Service”, “Subject Service” and “Omnichannel” put in. All of which share this similar bookable useful resource report.

The scheduling tab (proven under) accommodates some further parameters that are widespread to all of the purposes utilizing URS.

Begin / finish location – if locational information is critical we are able to outline if the useful resource will begin (or finish) work from their tackle or their organizational unit.

Organizational unit – Every useful resource will probably be linked to 1 bodily location by way of the organizational unit.

Show on schedule board – You possibly can resolve if this useful resource ought to be seen on the schedule board utilizing this feature.

Allow for availability search – this feature lets us resolve if this useful resource will probably be included within the availability searches which perhaps accomplished utilizing the scheduling assistant.

We are able to set the useful resource begin and finish areas as “location agnostic”. Which means the assets wouldn’t have an outlined begin / finish location. Additionally, if areas aren’t necessary then the beginning and finish location will most likely be defaulted to organizational tackle.

We are able to use the associated choice to view the traits (abilities) of this useful resource. Along with defining the useful resource we are able to additionally outline a score worth to reveal the assets proficiency.

Underneath useful resource class associations we are able to see any roles (aka useful resource classes) which have been related to this useful resource.

The present work hours choice can be utilized to outline the working sample for this useful resource. (For instance, Monday to Friday 9am till 5pm.) We are able to additionally flag on off durations of non-working time or day without work.

As we outline a working sample we are able to outline the capability of a useful resource. (Sometimes for folks this will probably be “1” however a facility (e.g. a gathering room) might have a bigger capability.)

We are able to additionally flag if the useful resource will observe enterprise closures or not.

Tip: You might additionally add break occasions, like an hour for lunch if required.

Facility assets are helpful when that you must reserve a bodily area, resembling a room for an occasion. Or if that you must schedule an appointment with an individual at a facility, for instance an appointment an a well being clinic. As amenities as bodily areas their begin / finish areas should at all times be the organizational unit tackle.


Companies outline the schedulable work that may be carried out for a buyer. Comparable to servicing a automobile or upgrading a PC, reducing somebody’s hair and many others.

As proven under we first finish a reputation and outline for the service. We are able to additionally outline the state the reserving will first present as on the schedule board. (As in, requested or tentative.)

Having saved the service we are able to use the useful resource necessities tab to outline the assets wanted to ship the service. As every service might require several types of assets.

We are able to additionally group the required assets. This helps the dispatchers schedule a whole workforce (group) of assets for the only service exercise. Teams will be helpful if a number of technicians are required or perhaps mixtures of technicians and gear.

It’s also attainable (if required) to outline a number of teams of assets. This may be finished when a number of mixtures of assets could be an appropriate resolution. When defining useful resource teams we are able to decide to specify that every one or any of the assets are wanted to fulfil the requirement. All, that means the entire assets outlined within the group will probably be required. While any signifies that solely one among any of the record assets will probably be required.

Beneath you may see that I’ve created a useful resource group that I’ve renamed to be known as “My Group”. In my easy instance I’ve then added a requirement. As soon as I’ve added my requirement I can add any necessities. Comparable to underneath useful resource classes I’ve proven the that the useful resource will want a “function” of developer.

Subsequent to my group I’ve additionally outlined a period of 4 hours and flagged that every one the assets should come from the identical organizational unit.

Tip: I’ve proven a quite simple instance under. As a part of your revision I recommend you begin off easy. However after getting scheduling work I encourage you to experiment with extra advanced eventualities.

One choice it is best to experiment with is the kind choice! This offers me a number of choices that may assist resolve how assets are offered in searches.

  • None – no sorting is applies.
  • Randomize – presents the obtainable assets in a random order.
  • Most busy – presents the assets with probably the most bookings first.
  • Final busy – presents the assets with the least bookings first.

You possibly can deactivate companies if they’re now not required. It will make it unavailable for future bookings. B UT … you may solely deactivate the service if there are not any open or schedules service actions related to the service.

Hopefully this submit has given you an introduction into a number of the ideas round creating assets and companies. You’ll little doubt (hopefully) now perceive that we have now fairly just a few choices! It’s possible you’ll have to create a number of assets and companies as a part of your revision to experiment with the numerous scheduling ideas. My tip is, begin off easy and after getting scheduling working progressively add extra useful resource / companies to experiment with increasingly more options. Take pleasure in.


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