1 min read

Service scheduling in Dynamics 365 for Customer Service

What is service scheduling?

Service scheduling allows organizations to schedule service appointments with their customers such as post-sales, customer service, product demos etc.

Imagine the following scenario:

Contoso is a premium bicycle brand in Washington state that produces the most sophisticated bikes in the country. They take great care of their customers and have many touchpoints after the sale in the form of maintenance and customer service. To facilitate this, Contoso practices the principle that every customer interaction should have the right resource + right equipment + avoid any service disruptions.

To schedule service appointments and fulfill different services, they need to setup their personnel, equipment, work hours, services etc. Service scheduling provides an efficient way to setup services and schedule resources, facilities, and equipment in order to provide services to your customers.

Service scheduling
  • manage resources, work hours, skills
  • define service requirements and match the right resources
  • view of resource utilization to avoid over-scheduling and disruptions



How does service scheduling work?

The new Service scheduling is built on top of Universal Resource Scheduling (URS) – the scheduling engine that powers Field service (FS) and Project service (PS) to schedule work orders and project tasks respectively. This means you can schedule service activities though the same interfaces and process as you would work orders and project tasks.

Service scheduling


  • built on top of Universal Resource Scheduling framework (same as FS and PS)
  • uses same underlying entities such as resources, requirements, work hours, schedule boards
  • define resources once and use across Service scheduling, work orders, and projects


Getting started with Service Scheduling

Organizations that want to schedule service appointments with their customers should start with Service scheduling rather than building custom scheduling on URS, for the following Out of the box (OOB) advantages,

  • Seamless migration from legacy Service scheduling to the new one
  • Services – to define your service criteria in terms of resources required, skills required etc.
  • Service activities – to schedule customer service appointments based on selected service

Learn more about Service scheduling