The service calendar is a central area that you can use to schedule service-related activities for any user in your organization. You can use the service calendar to track appointments, service activities, conflicts, resources, and other service-related items.
Use the service calendar to quickly see available timeslots for scheduling service-related activities or appointments. The service calendar keeps track of when users are free, and it also tracks times when required resources, facilities, and equipment are available for a service call.
Outlook 2003/2007/2010/Internet Explorer:
In the Navigation Pane, click Service and then Service Calendar.
The service calendar will appear.
On the left, you’ll see a list of resources.
In the middle, you’ll see a calendar view that shows service activities scheduled.
On the right, you’ll see a mini-calendar that you can use to switch the middle panel to a different day.
On the left panel of the service calendar, you see a list of items. These items might be facilities, equipment, users, etc. In the middle column, you see all of the service activities (using the items on the left) in their scheduled timeslot. You can filter the service calendar to alter the items that are shown in the left panel.
Outlook 2003/2007/2010/Internet Explorer:
In the Navigation Pane, click Service and then Service Calendar.
The service calendar will appear.
In the Type drop-down at the top of the service calendar, choose the type of resources you’d like to see listed in the left panel of the service calendar.
In the View drop-down, you can further refine your filter. For example, if you are showing the service calendar by Facility/Equipment, you can use the View drop-down to show All Facilities/Equipment, Local Facilities/Equipment, or Subsidiary Facilities/Equipment.
If you are looking for a specific resource, facility, or user, you can search within the service calendar. At the top of the service calendar, you’ll see a Search button, which performs a search to narrow the list of users and resources in the left panel of the service calendar.
Outlook 2003/2007/2010/Internet Explorer:
In the Navigation Pane, click Service and then Service Calendar.
The service calendar will appear.
At the top of the screen, locate the Quick Find field.
Type your search term into this field and click the magnifying glass icon. For example, you could type someone’s last name to see his or her availability on the service calendar.
You can use the service calendar to schedule a service-related activity or appointment for anyone in your business unit or organization.
Service activities are different from other activities and appointments scheduled in Microsoft Dynamics CRM. Service activities are tied to resources, and because you schedule these activities on the service calendar, you’ll easily be able to see where all of your service technicians are.
Outlook 2010/Internet Explorer:
In the Navigation Pane, click Service and then Service Calendar.
The service calendar will appear.
In the New group of the ribbon, click the Service Activity button.
In the Customers field, associate the service activity with at least one customer.
In the Service field, specify the service to be performed.
In the Resources field, any resources dependent on the service selected will appear. You could add additional resources, if necessary.
Click the Find Available Times button to see when the resources are available.
Highlight a timeslot in the list of available times, and click the Schedule button.
Enter a subject for the activity, and click the Save and Close button.
Outlook 2003/2007:
In the Navigation Pane, click Service and then Service Calendar.
The service calendar will appear.
On the Service Calendar menu, click the Service Activity button.
In the Customers field, associate the service activity with at least one customer.
In the Service field, specify the service to be performed.
In the Resources field, any resources dependent on the service selected will appear. You could add additional resources, if necessary.
Click the Find Available Times button to see when the resources are available.
Highlight a timeslot in the list of available times, and click the Schedule button.
Enter a subject for the activity, and click the Save and Close button.
A client calls to say that they won’t be in the office when your service technician is scheduled to visit their office, so you need to reschedule the activity. Just highlight the activity in the service calendar and click the Reschedule button to move the activity to a different date or time.
Outlook 2010/Internet Explorer:
In the Navigation Pane, click Service and then Service Calendar.
The service calendar will appear.
Click the activity you’d like to reschedule.
In the Actions group, click the Reschedule button.
Click the Find Available Times button and choose a new time.
Click the Schedule button.
Click the Save and Close button.
Outlook 2003/2007:
In the Navigation Pane, click Service and then Service Calendar.
The service calendar will appear.
Click the activity you’d like to reschedule.
On the Service Calendar menu, click the Reschedule button.
Click the Find Available Times button and choose a new time.
Click the Schedule button.
Click the Save and Close button.
If you’ve just entered a case for a customer service issue, you may want to create a service activity so that someone within your organization can follow up to resolve the case. You can easily schedule a service activity from within any case.
Outlook 2003/2007/2010/Internet Explorer:
In the Navigation Pane, click Service and then Cases.
Double-click the case for which you’d like to add a service activity.
On the left, click the Activities option.
In the records group of the ribbon, click the New Activity button.
Choose the Service Activity option and click OK.
Schedule the service activity. (See the previous two tasks for information on scheduling service activities.)
Before you can schedule service activities, you have to create a central list of services. Also tied to your list of services will be dependent resources. So, for example, if you have an onsite visit as a service, you may need to also have one of your fleet of trucks available to perform that service.
Services are the general categories of activities that you perform for customers as part of your support of those customers.
Outlook 2003/2007/2010/Internet Explorer:
In the Navigation Pane, click on Service, and then Services.
A record list should appear.
On the ribbon in the Records group, click the New button.
Configure your service.
On the ribbon in the Save group, click the Save & Close button.
You can assign resources to services. When doing so, you’ll create selection rules and then assign resources for those selection rules. If you support three products and only one of your support techs is qualified to answer questions on product #1, you can create a simple selection rule that will require the tech to be available when scheduling this service.
Outlook 2003/2007/2010/Internet Explorer:
In the Navigation Pane, click Settings and then Business Management.
Click the Services option.
Double-click the service from the list of services.
Click the Required Resources tab.
Create a selection rule, and assign resources to that rule.
Click the Save and Close button.
Your employees are only available during certain hours. Facilities may only be open during specific hours. Some equipment may not operate in off-hours timeslots. By setting your service resource work hours, you’ll ensure that you never schedule one of your service technicians when he or she is out of the office.
Outlook 2003/2007/2010/Internet Explorer:
In the Navigation Pane, click Settings and then Business Management.
Click the Facilities/Equipment option.
Double-click a resource from the list that appears.
On the left, click the Work Hours option.
From the Set Up drop-down, you can configure a new weekly schedule, a specific work schedule for one day, or a schedule of time off.
Double-click any day to modify the work schedule for that day.
Click OK and then Save and Close.
