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Sabrina Zimara, DFC Consultants

Eliminate Scheduling Nightmares with Microsoft Dynamics CRM

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Do you have multiple employees and equipment that need to be scheduled at different times?  Do you have employees that work different shifts and find it difficult to schedule appointments and keep track of their schedules?  Well, if you answered yes to any of these questions, then the Service Activity Scheduling Engine may be the answer you are looking for!

The Scheduling Engine will only provide you with available times for all resources (employees and equipment); it will not schedule the appointment for you.

The first thing you need to do to begin working with the Scheduling Engine is to set up Resources and Resource Groups.  Resources are CRM users (employees), facilities (such as a conference room) and equipment (such as a forklift).  Every resource has a work schedule to show when they are available for work, such as 8 AM to 12:30 PM and 1:30 PM to 5 PM, to allow for a lunch break.  You can also set up a Resource Group, which is a set of resources that have similar skill sets.  For example, you are the manager of an auto body shop and you have 12 employees.  Three of these employees can do tire changes and all 12 can do oil changes.  You can create two Resource Groups to show the two different skill sets.   You can set up Facilities and Resource Groups in the Business Management section in the Settings area.  All CRM Users are automatically individual Resources.

The next thing to do is set up the Services and Selection Rules.  Services are simply the type of work that you provide.  So in the previous example, the services offered would be Oil Change and Tire Change.  The Selection Rules determine which Users, Facilities and Equipment are needed to perform a service, such as one technician from a Resource Group, one bay to keep the car in and one tire machine.

There are also two optional items to set up.  You can set up Customer Preferences.  If a customer likes when a specific technician works on their vehicle, or if they prefer morning appointments, you can set this up on their Account record in CRM, and these will be taken into account as well by the Scheduling Engine.  You can also set up same Site requirements, if you have multiple offices and certain people only work at certain sites.

If you would like to see a demonstration of how the Scheduling Engine inside Microsoft Dynamics CRM works, please join us for our webinar on Tuesday, November 16th at 10 AM Central.

If you’d like to learn more about how Microsoft Dynamics CRM can increase your efficiency, contact DFC Consultants at 800-277-5561 or email [email protected].

Learn more online about how Microsoft Dynamics CRM can improve your business by downloading the white paper, "24 Wildly Creative Ways Companies Use Microsoft Dynamics CRM to Drive Revenue and Serve Customers" released by the CRM Software Blog. If your business does not use Microsoft Dynamics CRM yet, get started today with a quick online quote for Dynamics CRM.

Since 1989, DFC Consultants has been providing accounting software solutions, training and support in our offices in Fargo, Bismarck, and Dickinson, North Dakota. Our passion is to assist clients in meeting their goals with professional services and powerful business solutions.

Andrea Lange, DFC Consultants, North Dakota Customer Relationship Management Partner

3 Responses to “Eliminate Scheduling Nightmares with Microsoft Dynamics CRM”

  1. Excellent post and the information given in this blog is really good.

  2. A really helpful software for scheduling different activities.Really like it.

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