The Spring 2016 Wave of Dynamics CRM introduces new and enhanced capabilities that help drive service productivity for field and project service employees. This is achieved through deep processes for field service delivery and project service automation. It extends Microsoft Dynamics CRM to support back-office integrations to productivity and business applications, and it offers a mobile experience for customer-facing resources.

Field Service Automation ensures that work orders are assigned to the right person and given the right inventory and tools to deliver exceptional service.

Here are the steps to create a work order within Dynamics CRM 2016:

Step 1: Go to Service Automation from main menu.

service automation


Step 2: Go to Work Order and Click on +New.

active work orders


Step 3: Start filling the General Information and Primary Incident.

  • Work order number is pre-populated.
  • User has to choose from Service Account to which the new work order would belong.
  • User can select from some pre-configured primary incident types.

new work orders


Step 4: Add customer information; select preferred resource and job details.



The module also provides a Resource Scheduling Assistant, which allows Scheduler to:

  • View resource allocation
  • Availability of different resources (Users, Equipment’s, Contact, Account etc.)
  • Filter by certification
  • Filter by territory and available time slots

territory and available timeslot


Step 5: View Service Tasks.

Every Incident type is linked to a bunch of service tasks. This can be pre-configured for different incident types within Dynamics CRM.

service task

Step 6: Close Work Oder once completed.

close work order