How to schedule work orders in Dynamics 365 Field Service

Scheduling work orders efficiently is critical to delivering timely service and maintaining customer satisfaction. Microsoft Dynamics 365 Field Service offers several flexible options to help dispatchers and service managers assign work orders to the right technicians at the right time.

In this post, we’ll explore three key ways to schedule work orders in Dynamics 365 Field Service, including how to use the Schedule Board, the Work Order form, and the Book button. Each method offers unique advantages depending on your workflow and business needs.

Microsoft has enhanced the Work Order form with intelligent scheduling suggestions. When viewing an unscheduled work order, the system displays a list of recommended technicians who meet the criteria and are available.

How it works:

• The top three matching resources are shown
• Click the calendar icon next to a technician to create a booking
• The booking appears on the Schedule Board immediately

This method streamlines the scheduling process by embedding availability checks directly into the Work Order interface.

The Schedule Board is one of the most commonly used tools in Dynamics 365 Field Service. It provides a visual overview of resources, work orders, and their statuses.

• Displays technician availability and current assignments
• Uses color-coded indicators for status (e.g., traveling, working, scheduled)
• Allows filtering by organizational units, resource types, skills, and more

Unscheduled work orders appear in a dedicated tab. You can drag and drop a work order onto the board to create a booking. This action reserves a technician for a specific time and date, and sends a notification to their mobile device.

You can also:

• Adjust the time by dragging the booking to a new slot
• Reassign the work order to another technician
• Delete the booking without removing the work order itself

By selecting a work order and clicking Find Availability, the system suggests qualified resources based on skills, certifications, roles, and availability. Once you select a technician, the booking is created and added to the Schedule Board.

The Book button offers a more traditional way to schedule work orders. It opens a filtered list of resources who meet the necessary criteria.

• +Click Book in the Work Order ribbon
• Select one or more resources from the filtered list
• Confirm the booking

This method is ideal when you need to assign multiple resources or include equipment (e.g., trailers, tools). Dynamics 365 Field Service treats equipment as bookable resources, allowing for comprehensive scheduling.

While we’ve outlined three main methods, users often combine them based on their workflow. For example, you might use the Schedule Board for visual planning, the Work Order form for quick assignments, and the Book button for complex jobs requiring multiple resources.

Now that you know the key ways to schedule work orders in Dynamics 365 Field Service, consider which method best fits your organization’s needs. Whether you’re assigning resources from the Schedule Board or using intelligent suggestions directly from the work order form, optimizing your scheduling process can improve efficiency and customer satisfaction.

Rand Group can help you configure and streamline scheduling workflows to align with your operations ensuring the right technician is always assigned to the right job at the right time.

Contact us today to speak with a Field Service expert.