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So you think you want to use Service Scheduling in CRM 3.0 but you’re not sure that it’s up to the task? You’re not the only one. Since well before we launched CRM 3.0 last October I’ve been answering questions on how service scheduling can be applied. There is a huge discipline around scheduling: operations scheduling, event scheduling, job scheduling, project scheduling and each of these sub disciplines have slightly different models for finding availability and resource assignment.
For CRM 3.0 the Service team decided to focus it efforts on a specific set of scheduling problems: repeatable services of known, fixed duration performed by pools of known resources. This covers a lot of scenarios; it includes field service, trade services, personal services and even some professional services like accounting and medical care. It does leave out scheduling models like event scheduling which tend to be variable duration and use ad hoc resources and it leaves out project scheduling which takes place over a long period of time and has jobs tasks that are not repeated (at least not in the context of a single project).
Another way to think about the applicability of the scheduling model is with the Cartesian diagram below. It uses the categories of lead time and complexity in its axes. I’ve shaded the quarters of the diagram to indicate where Service Scheduling in CRM meets the most needs with a lighter color indicating a better fit.
But rather than describe the subtleties of this diagram let me get very specific on where CRM 3.0 does a great job, where you’ll need to write some code and where you should just look for a different solution. The Service Scheduling module is designed specifically to:
Match service requests to resources Once services and resources have been defined the CRM scheduling engine can tell you when you can schedule your service e.g. “Bob, Marty and Repair Bay A are available at 10 AM. Pat, Cynthia and Repair Bay B are available at 11:30 AM.”
For the following cases, you’ll need to extend CRM or may want to rely on some other solution:
We’re seeing some customer successes with CRM 3.0 and Service Scheduling across field service and in bound trade services including several great customers in auto dealerships. This functionality is opening up opportunities for MS CRM in organizations that normally wouldn’t think of deploying CRM.
The article gives insight in the service area of CRM.
I was looking at deploying CRM for a training institute. Is there any way to attach entities like Order etc to service activity. Get a payouts for instructors etc
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