Antti PajunenExtending PSA and Field Service with Flow

• Name: Antti Pajunen• Twitter: @anttipajunen• Profession: Presales consultant, Dynamics 365 Customer

Engagement. Focus on PSA and Field Service• Microsoft Business Applications MVP• Employer: Innofactor Plc, Finland• Immediate job history: 10 years in B2B sales (tangible

goods), 1,5 years selling MSFT cloud focusing on SPO, 2,5 years as a functional and presales consultant on D365 CE focusing on PSA and FS.

• Hobbies: Writer behind a PSA blog called Day to Day Dynamics 365, whisky aficionado

• Favorite PSA functionality: Actuals. They are sacred.• Family: Married with two kids.• What do you want to be when you grow up: A solution

architect who can leverage the full potential of the D365 cloud

• What will you learn next: Getting better at Flow and Canvas apps

SPEAKERS PROFILE

Agenda

• What is D365 PSA?• What is D365 Field Service?• PSA news• Business problem and the process that solves it• Demo

What is D365 for Project Service Automation?

• A project management solution built on D365 CE and released in the summer of 2016.

• In addition to project mangament , PSA is a prospect to cash solution with a strongemphasis on a financial context.

• PSA is a ready made application – settings, parameters ja fire her off. Like installingWindows 95 and all the drivers from a floppydisk.

• Project management and prospect to cash = lots of processes. In reality PSA is an ERP sothink of the big picture and all the relevantprocesses.

What is Field Service?

What’s up with PSA?

• Remember the letter to the MS Project communityby Howard Crow and the announcement by CVP Jared Spataro.

• Remember what PSA features Elliott Ichimura and Steven Sporen demonstrated at Ignite 2018. Session BRK2153.

• PSA and Project Online are merging!

• The current capabilities of D365 PSA will bedistrubuted into the new Project service and D365 for Sales, to create a seamlessly integratedexperience. This will provide an enhanced experience by leveraging new Project service together with PSA’s existing capabilities such as Sales and Resource Management.

• Microsoft are continuing to invest in project capabilities in both the new Project service and Dynamics 365.

Business Problem and Scenario

Problems service and maintenance businesses face…

• How do we make sure the right person is at the right place at the right time?• Traveling between job sites takes time and reduces invoiceable hours.• Definit service/maintenance contract values and renewing them. What is a customer’s value?

Upsell/cross sell opportunities are not leveraged during service calls. How are they logged, who approves them and how are they priced?• Scaling our business requires a chenge in the number of dispatchers/back office personnel. The amount of manual labor increases due to

obsolete systems and processes.• Communicating schedule changed to field technicians and supervisors is challenging. Does our process involve too many manual steps?• How are field technicians informed of customer assets, required spare parts, service and maintenance tasks?

Process: PSA+FS+O365+Flow

ApprovalPSA+Exchange

OrderPSA

Work OrderFS

ProjectPSA

Work+Time EntryFS+PSA,

on mobile

InvoicingPSA/FS/ERP

Planner for collaboration

O365

Antti PajunenMicrosoft Business Applications MVP

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Cool and useful links

TDG Power Platform bank:https://dynamics365society.uk/pab-directory/

Elaiza Benitez’s What The Flow series:https://www.youtube.com/channel/UCeIIWnODcCXaN-ERLzeOScA

Antti’s Day to Dynamics 365:http://daytodaydynamics365.com/

Mark’s and Iain’s DB365:http://dynamics365blogs.com/

Flows covered in the presentation:https://dynamics365society.uk/powerappsbanklist/d365-saturday-flows-extending-psa-and-fs-with-flow/