Dynamics 365 Field Service : Add service tasks to incidents

In Dynamics 365 Field Service, incidents represent predefined sets of work that technicians perform during service visits—like repairing an air conditioner or installing a network router. These incidents can include various elements such as products, services, and most importantly, service tasks.
What Are Service Tasks?
Service tasks are step-by-step actions that technicians should follow when working on a service call. Think of them as a digital checklist embedded into your work orders. These tasks improve consistency, ensure quality, and help with time tracking and compliance.
Example:
If the incident is “Air Conditioner Maintenance,” the service tasks might include:
- Inspect air filter
- Check refrigerant levels
- Tighten electrical connections
- Test system operation
Why Add Service Tasks to Incidents?
Adding service tasks to incidents helps you:
- Standardize service delivery across technicians
- Improve customer satisfaction by ensuring all required steps are completed
- Capture detailed service information for reporting and audits
- Reduce training time for new technicians
How to Add Service Tasks to an Incident:
1. Go to Field Service App
- Navigate to the Field Service area in Dynamics 365.
2. Open the Incident Type
- In the menu, go to “Incident Types” and choose the incident you want to add tasks to.
3. Navigate to Service Tasks Tab
- In the Incident Type form, switch to the “Service Tasks” tab.
4. Add a New Task
- Click + New Incident Type Service Task. Enter the task name, description, estimated duration, and order.
5. Save and Publish
- Save the changes. The next time a work order is created based on this incident, the tasks will automatically be included.
Tip:
You can also use inspection templates for more structured forms like yes/no, measurements, or image captures. This takes your service tasks to the next level.
By adding service tasks to incidents, you bring structure, quality, and efficiency to your field service operations. It’s a simple feature—but it delivers big impact!
Want to learn more? Check out the full guide:
[powerappbuilder.blogspot.com - Add Service Tasks to Incidents]
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