2011 Administrator’s Guide Copyright

Booking Service Activities in the Service Calendar

The main purpose of the service calender is to monitor service activities and book services for customers. Services are defined to require specific personnel, facility, and equipment. Resources have schedules that define when they are available to perform services. When you schedule a service, search for an available time and then book the service by saving the service activity. That time is reserved for the selected resources.

Schedule Service Activity

You cannot create a recurring service activity. Create individual service activities as appropriate.

Work with Service Activities

Work with the Workplace Calendar

View the calendar in the Workplace area

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

The Workplace calendar displays the appointments and service activities to which you are a participant.

1. 
   In the Navigation Pane, click Workplace. Then, under My Work, click Calendar.
   
2. 
   On the calendar, you can change the view by doing any of the following:
   

• 
  To change the calendar view, under Calendar Views, click one of the views:
  

• 
  Month
  

• 
  Week
  

• 
  Day
  

• 
  To view a summary of an appointment, on the calendar, place the cursor over the appointment.
  
• 
  To view or edit the details of an appointment, on the calendar, click the appointment link. The Appointment form opens.
  

3. 
   To change the dates displayed on the calendar, on the calendar control, click the arrows or a specific date.
   
4. 
   To view today's appointments and service activities, on the calendar control, click Today. The calendar displays the hourly list for today.
   
5. 
   To refresh the calendar, in the top right corner of the calendar, click the Refresh button .
   

The calendar displays canceled and completed appointments and service activities. To remove an appointment or service activity from the calendar, delete the record.

Related Topics Work with the Workplace Calendar 84 Service Calendar 71

Print the details of an activity from a calendar

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

You can print the details of an appointment or service activity from the Workplace calendar or the Service calendar.

1. 
   Locate and open the appointment or service activity you want to print.
   
2. 
   On the File tab, click Print Preview.
   
3. 
   In the Preview dialog box, click Print.
   
4. 
   In the Print dialog box, set the printing options you want, and then click Print.
   
5. 
   On the Standard toolbar, click Close.
   

To print the entire calendar as you see it in the window, click Print in Microsoft Internet Explorer.

Related Topics Work with the Workplace Calendar 84

Create or edit an appointment

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

You can modify any of the information in an open appointment. If you change the date and times of the appointment, Microsoft Dynamics CRM will recheck for schedule conflicts. The calendar displays canceled and completed appointments and service activities. To remove an appointment or service activity from the calendar, delete the record.

1. 
   Create an appointment or a recurring appointment in:
   

1. 
   In the Navigation Pane, click Workplace. Then, under My Work, click Calendar.
   
2. 
   Under Create a New, click Appointment.
   
3. 
   Service Calendar
   
4. 
   In the Navigation Pane, click Service, and then click Service Calendar.
   
5. 
   On the Actions toolbar, click New, and then click Appointment.
   
6. 
   Activities area
   
7. 
   In the Navigation Pane, click Workplace, and then under My Work click Activities.
   
8. 
   On the Actions toolbar, click New.
   
9. 
   In the New Activity dialog box, click Appointment, and then click OK.
   

2. 
   In the Appointment dialog box, on the Appointment tab, you must enter information into the following fields:
   

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  Subject
  

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  Start Time
  

• 
  End Time
  

• 
  Required
  

Participants are not sent notification of new or updated appointments. In Microsoft Dynamics CRM for Outlook you can include recipients that are not contacts in Microsoft Dynamics CRM. The names are displayed as red text. Click the name that appears in red text to resolve so you can resolve it to an existing contact or account, or create a new record.

3. 
   Add optional information.
   

• 
  To add Optional participants, click Lookup to search for records.
  
• 
  In the Location box, enter the room or address where the appointment will occur.
  
• 
  In the Show Time As list, select how you want the appointment to appear on your calendar. If you select Free or Tentative, other appointments and service activities can be scheduled during that time.
  
• 
  In the Duration box, record the time you spend on the activity. If this activity is related to a case and the case is linked to a contract line, the durations of all the activities for this case are tallied and updated automatically in the related active contract. The total, which includes the totals from any other cases relating to that contract, can be adjusted manually before billing the customer. The maximum duration of an appointment or service activity is 10 days.
  
• 
  Click All Day Event if this event is for the entire time you are working. The appointment's duration will be the same as your working hours. For example, if your working hours are 9 a.m. to 6 p.m., then the duration of your appointment is 9 hours, but will display as "1 day".
  

4. 
   On the Notes and Activities tab, click Add a new note, and then add the information that applies to your record.
   
5. 
   On the Common tab, you can link the appointment to another Microsoft Dynamics CRM record and change the Organizer. If your business uses Category and Sub-Category to organize your business data, enter them on this tab.
   
6. 
   If this is a recurring appointment, click Recurrence and select the time, pattern, and date range you want the appointment to recur.
   
7. 
   Click Save or Save and Close.
   

The new appointment appears in the calendar and list of activities for the participants. If the owner is not a participant, the activity will not appear in his or her calendar.

• 
  Appointments created in the Web application and synchronized with Microsoft Dynamics CRM for Outlook automatically set a 15-minute reminder and appear on the Outlook calendar. You can change the reminder in Outlook.
  
• 
  To re-open a canceled appointment, on the Actions menu, click Reactivate.
  

Related Topics Work with the Workplace Calendar 84 Work with Appointments 87