2011 Administrator’s Guide Copyright

Find and view the work schedule for an individual resource

This task requires permissions that are found in all default service scheduling security roles.More information about specific permissions and performing this task while offline: Service Scheduling Permissions

1. 
   In the Navigation Pane, click Service, and then click Service Calendar.
   
2. 
   In the Type list, click Resource.
   
3. 
   In the Look for box, type the name of the resource, or the last name of a user, and then click Find.
   

The search results appear in the list pane.

4. 
   In the Service calendar, you can do the following:
   

• 
  To view current appointments and service activities for a resource, select the name from the list. The schedule appears in the schedule pane to the right of the list.
  
• 
  To view a specific date, select a date in the Calendar pane.
  
• 
  To quickly change the date range, use the Zoom controls at the bottom of the schedule pane.
  

5. 
   To view work hours for a specific resource, follow these steps:
   

17. 
    In the list of resources, open the resource you want to view.
    

18. 
    On the User or Facilities/Equipment form, click Work Hours. The monthly calendar displays the start and end time for each day's schedule. If a schedule has not been set, or the resource is always available, the calendar displays All Day.
    
19. 
    To change the month you are viewing, at the top of the calendar, click the forward and back arrows on either side of the displayed month and year.
    
20. 
    To edit the schedule, double-click a date on the calendar. Change the schedule as needed.
    

This task requires permissions that are found in all default service scheduling security roles.More information about specific permissions and performing this task while offline: Service Scheduling Permissions

1. 
   In the Navigation Pane, click Service, and then click Service Calendar.
   
2. 
   Locate and select the service activity you want to reschedule.
   
3. 
   In the Actions group, click Reschedule.
   
4. 
   On the Schedule Service Activity form, change any of the information you want.
   
5. 
   Click Find Available Times.
   
6. 
   In the Available Times list, select a time slot.
   
7. 
   Click Schedule.
   
8. 
   Click Save or Save and Close.
   

You cannot reopen closed service activities. To reactivate canceled service activities, on the Actions menu, click Reactivate. The service activity will be reopened and the status will be updated to Requested. If the time is no longer available, you may get a message. To reschedule the service activity for an available time, in the Actions group, click Schedule.

Related Topics Schedule Service Activity 83 Navigating the Service Calendar 71 Booking Service Activities in the Service Calendar 83

This task requires permissions that are found in all default service scheduling security roles.More information about specific permissions and performing this task while offline: Service Scheduling Permissions

After a service activity is created, you can change the service activity status. The status of a service activity is displayed in the Service calendar and the Workplace calendar.

1. 
   In the Navigation Pane, click Service, and then click Service Calendar.
   
2. 
   On the Service calendar, select the service activity you want to change.
   
3. 
   In the Actions group, click Change Status.
   
4. 
   In the Change Status dialog box, in the Show Time As list, select the new status, and then click OK.
   

When you close a service activity, the activity becomes read-only and cannot be edited.

This task requires permissions that are found in all default service scheduling security roles.More information about specific permissions and performing this task while offline: Service Scheduling Permissions

1. 
   In the Navigation Pane, click Service, and then click Service Calendar.
   
2. 
   In the Actions group, click Conflicts.
   

This task requires permissions that are found in all default service scheduling security roles.More information about specific permissions and performing this task while offline: Service Scheduling Permissions

If you save a service activity without finding available times in the schedule, then Microsoft Dynamics CRM displays the service activity in the schedule without checking for conflicts.

One reason to force a service activity into a time slot is to squeeze another service activity into the leftover time from a previous service activity.

1. 
   In the Navigation Pane, click Service, and then click Service Calendar.
   
2. 
   In the New group, click Service Activity.
   
3. 
   On the Service Activity form, you must enter the following information:
   

• 
  Subject
  

• 
  Service
  

4. 
   You can enter additional information about the service activity.
   

• 
  Customers
  

• 
  Resources
  

• 
  Location
  

• 
  Show Time As
  

• 
  Site
  

5. 
   Under Scheduling Information, you must enter the Start Time and End Time, but the other information is optional.
   

• 
  Start Time and End Time
  

If this is an all-day event, click All Day Event. An all-day event is actually the entire working day of the selected resource. If the resource works 8 a.m. to noon, then an all-day event is four hours.

• 
  Duration
  

• 
  Notes
  

6. 
   Under Information, click Common, and then select and locate a record in the Regarding box to link to this service activity. You can also set a Priority for the service activity, and indicate a Category and Sub-Category.
   
7. 
   Click Save or Save and Close.
   

You can record a customer's preferences for a specific time, day, service, facility, equipment, and customer service representative in the customer record on the Administration tab. As you are scheduling a service activity, the customer's preference is displayed in the Form Assistant pane.

If at any time before you save this service activity you want to search the schedule for an available time, you can click Schedule in the Actions group to open the Schedule Service Activity dialog box.

Related Topics Work with Service Activities 84 Navigating the Service Calendar 71 Booking Service Activities in the Service Calendar 83