In this blog i will let you know about the differences between Microsoft Dynamics CRM 2016 and Dynamics 365 CRM. The Sales, Services and Marketing Module are unchanged but there are some new features inserted by Microsoft in Dynamics 365.

  • Field Service
  • Project Service
  • Resource Scheduling

They have been covered below in this blog.

Below is the image of Sales Module of both Microsoft Dynamics CRM 2016 on-premises and Dynamics 365. Which clearly shows the story that there is no changes inserted by the Microsoft in Dynamics 365.


As you can see in the below image which shows Service Module for both Microsoft Dynamics 2016 on-premises and Dynamics 365 CRM, has no new feature in it. Same is the case with Marketing Module.



Field Service:

By using this new feature of Microsoft Dynamics 365 you can manage your large mobile workforce very effectively and deliver your products and services directly to your customer location. The focal point of Field service is interactive schedule board.

D365 Field Service

In Field Service, dispatchers can see, manage the work assigned to their mobile workforce. They can also see all field technicians with their pictures and schedules either in a list view or a map view (by Hours, Days, Weeks or Months). This make easy to dispatchers to respond to the customer request and get the most qualified technician for the job.

For example: if a customer cancels a service request then dispatchers can quickly select it from schedule and cancel it. Then Dispatcher can look at the previous schedule on the map. Find and assign the job near by and schedule it to the cancelled time.

The map views shows all the technical routes and territories highlighted by color. Both the field tech and customer will be notified of the change by text or email depending upon your organizational settings.

D365 schedule Board


Advantages of the interactive schedule board:

  • Provide a real-time view of all field technicians and work orders
  • Enables dispatchers to respond quickly to customer requests and cancellations
  • Allows back office to perform administrative tasks as work is completed.

Schedule Assistant:

Field Service features semi automated scheduling that is powered by Schedule Assistant. To trigger the schedule assistant go to the list of unscheduled list orders that are not yet assigned to the field technicians for a on site visit.

The schedule assistant takes requirement from the work order, such as Time Range, Referred Technicians, Required Skills/Certifications and Geographical Territories, so it will show the list of most qualified resources. The system can calculate the Start Time, Travel Time and End Time for you.

Key Benefits of Semi-automated scheduling:

  • Queries and ranks the best available resources and time slots for a job
  • Allows for route optimization by scheduling the closest technicians
  • Assigns the most qualified technicians to a job.

D365 Project Servs 1


D365 Project Servs 2

Resource Scheduling:

Larger Organizations can use resource scheduling optimization solution to automatically schedule multiple records on reoccurring basis. This minimizes travel time and makes efficient use of all the resources. It consists of many constraints when optimizing schedules. Such as Resource availability, Skills required, Priority, Duration and Time Windows.

Field service also monitor connected devices to make sure your customer equipment  always functioning properly. Connected field service from Dynamics 365 help service organizations move from costly fixed model to proactive service model by combining monitoring and predictive maintenance with the machine learning.

D365 Resource Scheduling


Mobile Application:

When a field technician is booked for a work order, they receive a notification and concede the agenda in the mobile app. The technician taps the work order to find the more details in changes the status to travelling which notify’s the back office that technician routes to a job. Once on site the technicians goes to a task check list documenting used parts and marketing labor charges. The field service mobile app help field techs to stay on track in many other ways.

For Example: Maps shows daily routes, accounts and assets for they (Field Technicians) are responsible for.

Performance Dashboards showed the completed work and the Inventory dashboards lets them to track inventory with parts needed for upcoming work.

Mobile App Features:

  • Help your Field Tech looks professional and organized to your customers
  • Empowered Field Techs with customers and equipment information
  • Enables Field Techs to follow an efficient standardized process
  • In the back office managers can see the work orders, installed equipment in used parts for each customer and also field service tracks returns, defects, ownership changes on every customer asset.

D365 setting


Licensing Structure:

The licensing structure has been changed now. Following are the CALs for Dynamics 365:

  • D365 -> Team Members Dvc CAL
  • D365 -> Team Members User CAL
  • D365 -> Sales Dvc CAL
  • D365 -> Sales User CAL
  • D365 -> Customer Service User CAL
  • D365 -> Customer Service Dvc CAL

Field Service manages inventory too, specially when it relates to remove work force. For example the system records all parts of technicians uses on site and deducts the parts from track inventory levels as the parts are used.

Dynamics 365 for Field Service is a powerful edition to the Microsoft customer stack.

Customer who use field service finds better first time fix rates. More service calls completed each week. Reduced travel time and cost. Less wear and tear on the fleet.

I hope by reading this blog will get aware about the major differences of the features that Microsoft made between Dynamics CRM 2016 on-prem and Dynamics 365. For more upcoming exciting blogs, stay tuned to AXPulse.com/blogs/.

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