You are a Dynamics 365 for Field Service Dispatcher reviewing automatically generated bookings for optimization of the schedule. You notice that, for certain customers, Work Orders are being…

Question

Options

• AIncident Type contains appropriate Service Tasks, Products, and Services.
• BIncident Type field "Copy Incident Items to Agreement" is marked "Yes".
• CAgreement Booking Setup field "Auto Generate Work Order" is marked "Yes".
• DAgreement Booking Setup contains appropriate Service Tasks, Products, and Services

• A
  18% (7)
• B
  74% (29)
• C
  8% (3)

Explanation

The Copy Incident Items to Agreement field during incident type setup is important for 2 reasons: The incident you want to add to an agreement may be slightly different than the incident you would add to a single work order that's not part of an agreement. For example, normally the incident would require 1 hour of a service, but for the agreement, you negotiated with the customer 2 hours of a service. Rather than having to create a second incident type just for this agreement, you can set Copy Incident Items to Agreement to No, add the incident to the agreement, then manually add the specific service tasks, product, services, and so on. This way you can use the same incident type, which helps for reporting later on. Set this option to Yes and the incident items will be added to the agreement and you can accept these items or make slight variations from there. https://docs.microsoft.com/en-us/dynamics365/field-service/set-up-customer-agreements

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