Overview of the Service to deliver business process areas

Applies to: Dynamics 365 Customer Service, Dynamics 365 Field Service, Dynamics 365 Finance, Dynamics 365 Guides, Dynamics 365 Project Operations, Dynamics 365 Remote Assist, Dynamics 365 Supply Chain Management

The service to deliver process is broken down into several business process areas. In this article, you'll learn about the business process areas that make up the service to deliver flow in Dynamics 365 solutions.

Develop service strategy

Many organizations provide services for products that their customers buy, lease, or get from other sources. These products need regular maintenance and service, such as installation, repair, troubleshooting, or upgrading.

To manage service assets effectively, you need to keep a record of all the serviceable items (assets) and track them. You also need to record all the information that can help you during the maintenance process.

Learn more at Develop service strategy overview.

Plan service work

Service resources refer to the people, equipment, and facilities that you need to deliver a service. You can use Dynamics 365 to manage your service resources and provide high-quality customer experiences.

Manage service work

A work order is a document that tracks the progress of a job or task from start to finish. It includes information such as the job description, the parts and resources required, and the estimated completion time.

To create a work order in Dynamics 365, you typically start by selecting the appropriate work order type. There are different types of work orders, for different kinds of services, such as maintenance, repair, or installation. Once you select the type of work order, enter the necessary details, such as the customer's name, description, and the priority level.

Next, you add the necessary resources to the work order, such as labor, equipment, and materials. Dynamics 365 provides a range of tools to help users manage resources, including scheduling tools that allow you to assign resources to specific tasks and track progress in real-time.

The execution of work orders within Dynamics 365 involves the actual completion of the tasks specified in the work order. This process typically involves multiple steps, including job assignment, tracking progress, updating status, and closing out the work order.

Once you schedule a work order and assign it to a technician or a team, the execution process begins. The technician can access the work order details, including any instructions, checklists, or documentation needed to complete the task. They can also access any necessary tools, equipment, or materials required for the job.

Learn more at Manage service work overview.

Next steps

If you want to implement Dynamics 365 solutions to assist with your Service to deliver business processes, learn more at the following resources:

1. Service to deliver introduction
2. Service to deliver end-to-end overview
3. Learn about the business process catalog at About the business process catalog for Dynamics 365 apps and services

Related information

Use the following resources to learn more about the service to deliver process in Dynamics 365.

• Overview of Dynamics 365 Field Service