Learn the two crucial actions for optimizing incident types in Microsoft Dynamics 365 Field Service, improving work order creation accuracy and enhancing first-time fix rates. Discover effective strategies for HVAC installations and repairs.
Table of Contents
Question
A Field Service organization is implementing Microsoft Dynamics 365 Field Service to manage work orders for HVAC installations and repairs. They have a variety of incident types that often require specific products and services, and they want to ensure that work orders are created with all necessary details to avoid delays and improve first-time fix rates. You need to evaluate the existing incident types and determine how to optimize them for efficiency and accuracy in work order creation. What two actions should you perform? Each correct answer presents part of the solution. Choose 2.
A. Analyze past work orders to identify any additional products or services that are frequently added manually and incorporate them into the relevant incident types.
B. Consolidate all incident types into a single generic type to simplify the work order creation process.
C. Remove all products from incident types to allow technicians to add products as needed during each service visit.
D. Review the service tasks associated with each incident type to ensure they reflect the most current procedures.
Answer
A. Analyze past work orders to identify any additional products or services that are frequently added manually and incorporate them into the relevant incident types.
D. Review the service tasks associated with each incident type to ensure they reflect the most current procedures.
Explanation
Reviewing service tasks and analyzing past work orders are proactive steps to ensure incident types are up-to-date and comprehensive, which can improve efficiency and accuracy. Removing all products or consolidating incident types would reduce the effectiveness of incident types in providing detailed, situation-specific guidance for work orders.
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