Friday, November 28, 2014

How to create a shared service work schedule in Dynamics CRM

There is no concept of shared work schedules when creating services in Dynamics CRM. So if you have a large garage with a resource group containing all your mechanics and they all work the same hours the expectation is that you will enter the working hours for each individual mechanic which is a bit tedious. 

A way around this is to create a facility/equipment resource for you opening hours and set it's work schedule to your working hours. The important point when doing this is to select the show capacity option and increase it's capacity to a suitable large number.

Tuesday, November 04, 2014

How to configure a SLA to calculate workings days

The Spring 2014 release of Dynamics CRM saw the introduction of the Service Management functionality which allows SLA’s to be created and maintained which previously would have required custom code. There is new menu tile under settings to access the Service Management options.

In this example I will show you how to use customer service and holiday schedules to configure a SLA so that the Resolve Date is set to two working days after the creation date. It will apply Monday to Friday and takes account of holidays. You can see below that t
he SLA references a customer service schedule called  “Mon to Fri”