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Set Up Resource Allocation | Microsoft Docs
Learn how the system can help ensure that you assign someone who has the skills required to provide a service.
brentholtorf
conceptual
al
resource, skill, service, zones
04/01/2021
bholtorf
dynamics-365-business-central
bholtorf

Set Up Resource Allocation

To ensure that a service task is performed well, it's important to find a resource who is qualified to do the work. You can set up [!INCLUDEprod_short] so that it's easy to allocate someone who has the right skills for the job. In [!INCLUDEprod_short], we call this resource allocation. You can allocate resources based on their skill, availability, or whether they are in the same service zone as the customer.

To use resource allocation, you must set up:

  • The skills required to repair and maintain service items. You assign these to service items and resources.
  • Geographic regions, called zones, that you define for your market. For example, East, West, Central, and so on. You assign these to customers and resources.
  • Whether to display resource skills and zones, and whether to display a warning if someone chooses unqualified resource, or a resource that is not in the customer zone.

To set up skills

  1. Choose the Lightbulb that opens the Tell Me feature. icon, enter Skills, and then choose the related link.
  2. Fill in the fields as necessary. [!INCLUDEtooltip-inline-tip]

To assign skills to service items and resources

  1. Choose the Lightbulb that opens the Tell Me feature. icon, enter Service Items or Resources, and then choose the related link.

  2. Open the card for the service item or resource, and then choose one of the following:

    • For service items, choose Resource Skills.
    • For resources, choose Skills.

To set up zones

  1. Choose the Lightbulb that opens the Tell Me feature. icon, enter Zones, and then choose the related link.
  2. Fill in the fields as necessary. [!INCLUDEtooltip-inline-tip]

To assign zones to customers and resources

  1. Choose the Lightbulb that opens the Tell Me feature. icon, enter Customers or Resources, and then choose the related link.

  2. Open the card for the service item or resource, and then choose one of the following:

    • For customers, choose a zone in the Service Zone Code field.
    • For resources, choose the Service Zones action.

To specify what to show when a resource is chosen

  1. Choose the Lightbulb that opens the Tell Me feature. icon, enter Service Management Setup, and then choose the related link.

  2. In the Resource Skills Option field, choose one of the options described in the following table.

    Option Description
    Code Shown Displays the code only.
    Warning Displayed Shows the information and displays a warning if you choose a resource that is not qualified.
    Not Used Does not show this information.

To update resource capacity

You may need to change the capacity of resources.

  1. Choose the Lightbulb that opens the Tell Me feature. icon, enter Resource Capacity, and then choose the related link.
  2. Choose the resource, and then choose the Set Capacity action.
  3. Make the changes, and then choose Update Capacity.

To update skills for items, service items, or service item groups

If you want to change the skill codes assigned to items, for example from PC to PCS, you can do so either for an item, service item, or for all items in a service item group.

  1. Choose the Lightbulb that opens the Tell Me feature. icon, enter Items or Service Item, or Service Item Group, and then choose the related link.

  2. Choose the entity to update, and then choose the Resource Skills action.

  3. On the line with the code to be changed, in the Skill Code field, choose the relevant skill code.

  4. If the item has associated service items, a dialog box opens with the following two options:

    • Change the skill codes to the selected value: Select this option if you want to replace the old skill code with the new one on all the related service items.
    • Delete the skill codes or update their relation: Select this option if you want to change the skill code on this item only. The skill code on the related service items will be reassigned, that is, the Assigned From field will be updated.

See Also

Allocate Resources
Set Up Work Hours and Service Hours
Set Up Fault Reporting
Set Up Codes for Standard Services

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