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How to Use Resource Scheduling Optimization to Automatically Schedule Multiple Bookings in Dynamics 365 for Customer Engagement

By Abi Shende, Senior Functional Consultant, Arbela Technologies

In the previous posts, we reviewed: How To Schedule Work Orders in Dynamics 365 for Field Service and How To Use Universal Resource Scheduling to Schedule Anything.

In the first article, we discussed various methods to manually schedule a Work Order. These methods work well when the volume of work orders (or any other entity enabled for universal resource scheduling) is limited and manageable. However, it is inefficient when you need to schedule a large number of Work Orders for multiple territories and hundreds or thousands of technicians on a recurring basis and reschedule them when changes occur (such as unavailability of technician or change in priority).

Resource Scheduling Optimization (RSO) is an add-on capability for Dynamics 365 that can be used with Field Service application and universal resource scheduling. It enables field service administrators and dispatchers to automatically schedule work orders and other schedulable records for the most appropriate resources, by optimizing bookings for the shortest travel time, available work hours, and many other constraints. This add-on evaluates routes and automatically schedules bookable records to minimize travel time and maximize working hours and more, based on your configured goals, such as “minimize travel time” and “maximize working hours”.

Some of the benefits of using Resource Scheduling Optimization include:

Automated scheduling: Automatically scheduling most of the requirements saves time and empowers dispatchers to focus on exceptions and emergencies.

Achieve scale: Allows dispatchers to manage more resources, enabling the business to scale.

Customer satisfaction: Improved efficiency drives more predictable arrival and completion times and seamlessly schedules alternate technicians for urgent situations.

Technician efficiencies and reduced cost: Fitting more appointments into working hours drives revenue and reduces overtime costs. Matching work orders and technician skills to optimize technician utilization.

Reduced travel time means reduced fuel consumption and less vehicle maintenance: Ensuring your technicians are taking the shortest possible route with turn-by-turn directions reduces fuel consumption and wear and tear on vehicles. If each field technician saves even one tank of gas a month, the savings generally will surpass the cost of RSO.

Improved customer retention: Giving preference to higher-priority work orders helps avoid service level agreement (SLA) penalties and helps you meet customer service commitments.