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MSD CRM Updates

CRM Service Scheduling and its Functionalities

The Dynamics CRM service scheduling feature provides an efficient way to schedule people, resources, facilities, and equipment in order to provide services to your customers. It is more useful for some industries, such as healthcare than others. It will take some initial effort and time to set up before end users can use it.

The service scheduler enables you to set up the rules that will support your schedule services more efficiently. Instead of listing the individual people, you are able to make a group of people with similar skills into resource groups which are treated as pools. You are able to define the facilities, locations, and equipment needed for the specific service.

The CRM service scheduling will use these rules and preferences to suggest times, people and resources for that service. Once the service activity is organized it appears on the service calendar. Users that are being assigned the services they can look at their calendar and see what they have to do that day.

 The following sections are about how the CRM service schedule works:

  • Resources
  • Resource Groups
  • Work Hours
  • Services
  • Service Calendar


Within the Microsoft Dynamics CRM service scheduling, Resources consists of people, locations, or equipment needed for a specific service. To include either the location or piece of the equipment, go to the Facilities/Equipment section:

From top navigation bar, go to the Settings –>Business Management.

On the right column of the main screen, select to the Facilities/Equipment.

Click to the New under the Facilities or Equipment ribbon, this will pop up the new screen.

CRM Facilities Equipment click New

CRM Facilities Equipment click New

Modify the appropriate fields and the attributes for the facility or equipment including:

Modify Appropriate Fields and Attributes

Modify Appropriate Fields and Attributes

Name: This is the name of the resource. The resource has stated previously can be people, places or things. Some examples that involve the nurses, doctors, exam rooms, stethoscope, x-ray or the machine.

Business Unit: This field is auto-populated and it defaults to the Business Unit that the creator is assigned to. Business Units are part of the security structure in the Dynamics CRM.

Site: The physical location of the equipment.

Primary Email: Where the messages related to this equipment should be sent.

Time Zone: This is the time zone of the facility or the time zone where the piece of equipment is located.

Work Hours: The hours that is the facility or equipment is able to be used (similar to the work hours of a resource).

You now can view your resources in the Facilities/Equipment tab.

Resource Groups

In Microsoft Dynamics 365, the facilities and the equipment resources can be singular items or can consist of the groups of resources. These are known as the Resource Groups in the D365, and they are convenient specifically for personnel resources.

Below you will find the step-by-step guide on how to create the resource group and attach it to the resource. Keep in mind that all the resources in a group are created individually first.

1. From navigation bar, click to the settings >Business Management

2.  select Resource Groups from the right-hand column.

3. To create a, click new under the view selection field:

new resource group

new resource group

4. Fill out the Name and Business Unit.  The Description is optional.

Fill out Name and Business Unit

Fill out Name and Business Unit

5. On the top left, click Save.

6. To include the resources to the resource group, on the left navigation, click Resources.

Adding resources

Adding resources

7. Click to the Add Resources, and the lookup window opens.

Lookup window opens

Lookup window opens

There are 3 fields that will assist you in finding the resources you want to include in the group.

8. Under Look for, Choose the type of resource you want to include to this group.  You may choose from: the Facilities/EquipmentResource GroupTeam, and the User. Note: You may select the different View to filter the list. If the list of the resources is long, you also may Search by using its name.

9. Once you have found the resource you wish to include to this group, click to the Select and Add.

Work Hours

Work hours are part of the CRM service scheduling feature and is also used in Project Service. You can use the work hours to set up the availability of a user, or for the operating hours’ for the facility or equipment. Here’s how:

Setting Work Hours for a User

1. From the navigation bar, go to Settings > Security > Users

2. Open the user record you want to set work hours for.

3. In the navigation bar, click the arrow next to the name of the user. This will open related records options.

Select Work Hours.

4. On the monthly view ribbon, click on Set Up. You’ll see a drop-down with three options:

  • New Weekly Schedule
  • Work Schedule for One Day
  • Time Off

5. Choose the selection that best fits your need. For this example, you will choose the New Weekly Schedule. A new window will open.

6. On this screen, you will be able to set different options for this resources’ schedule:
    Set the recurring weekly schedule. Work hours can be set to be the same each day, vary day by day, or none.
Check the Sun-Sat boxes for work days. Finally, set whether business closures are being observed.
    Set the date rangeYou’ll need to input the “Starting On” date and the time zone.

7. Once you are satisfied with your options, click Save and Close. You should go back to the calendar screen for the user and be able to view the updated work hours reflected.

Setting Work Hours for Facilities/Equipment

  1. From the navigation bar choose Settings > Business Management > Facilities/Equipment

2. Select the resource record you want to modify and open the record

3. Under the Common menu choose Work Hours

4. From the Set-Up drop down the same three options that were available for users is here for facilities and equipment

  • New Weekly Schedule
  • Work Schedule for One Day
  • Time Off

5. Alternatively, you can double-click any date on the calendar

6. Set the hours for the facility or the equipment item


These are the services that you provide to your clients, and they require one or more resources. You must have Resources created before you can create a CRM service scheduling.

Creating a Service


From the home screen under the Dynamics CRM, choose to the Service module and select Services.

Now that you are in the Services tab, you can create a new service by clicking ‘New’.

In the new, pop-up service window, fill in the below 4 required fields on this form:

  • Name – this is nothing but the name of the service.
  • Initial Status Reason – is the what status the scheduled service will begin as.
  • Default Duration – this is nothing but the duration of service.
  • Start Activities Every – time blocks that a service can start at.
    For example: if you want to have the service that starts every 15 minutes then select 15 minutes, top of the hour select 1 hour, top and bottom of every hour select 30 minutes, etc. Once these are complete, you save the record and move on to the Required Resources portion of a form.

Require Resources (Selection Rules)

The Require Resources section is where you mention what resources are required for the specific service.

Under the Require Resources section, you will see the Common Tasks and it will have 5 options
Include the Selection Rule, Add Resources, Add Resource Groups, Edit Selected Item and Remove the Selected Item

In right, you will see the starting rule.

If you double click the line with the blue gear on it this will bring you to the edit the selection rule screen. There are some fields that you can adjust it depending on your need.

  • Quantity – All, and then 1-20
  • Selection Site
    • Same Site
    • Any Site
  • Selection Criteria
    • Random (default)
    • Least Busy
    • Most Busy
  • Capacity Required

Click on the next line ser20to bring up the Look Up screen in order to add resources.

Use the lookup to gather the resources you want to add to this Service.

Check the resource you want to include to the Service and then click to the Add.

When you have included the applicable resources, click to the OK.

To include additional selection rules select the blue gear line and then click Add a Selection Rule.

Once you are done with the setting up the Service record, click Save and Close.

Service Calendar

The Service Calendar is separate from the another Dynamics CRM Calendar. This is the place where all the scheduled Service Activities appear. By default, the Service Activities that will sync to your Outlook calendar if you have the Dynamics 365 for the Outlook client installed.

Viewing the Service Calendar

From Navigation Bar, click to the Service module. Next, select Service Calendar.

Scheduling on the Service Calendar

On a command bar click to the Schedule, this will bring up 2 pop-up windows.

The first window is the window on top. This is the CRM service scheduling Activity window. This window is the place where you will search and find the service you are going to schedule. There is only 1 required field for this form, it is not the Service field. There are three sections to this form:

Requested Service Activity
Requested Time
Available Times

Click on the lookup box of the Service field, this will bring up another pop-up window.

You will notice that the Look for the box is greyed out since you can only look for service from this screen.

Click on the Look in drop down box and choose the see the appropriate to what you are looking for. Select the service you wish to schedule. Click ADD, and the pop-up window will close.

lookup services

lookup services

You will notice that the service you selected is now in the Service field on the previous pop-up window. Underneath the Requested Time section you can search for the available appointment based on the Start Date and Start Time.

There are drop downs for each of these options. Select the one that applies best to your request, and click Find Available Times. This will load to all the available times into the Available Times section.

Find available time

Find available time

Find the date and time that you are looking for, choose it by clicking the checkbox to the left, and click to the Schedule on the bottom of the page, this will close this pop-up and then it will take you to the remaining window.

select times

select times

On the second window, you want to include the Subject as it is a required field.

Enter Subject

Enter Subject

Once the Subject has been entered click to the Save and Close.

This window will close and then it will take you back to the Service Calendar page. If you refresh the page, and you will see your CRM service scheduling Activity on the calendar under the resource you scheduled the Service under.

Viewing Service Activities

We can also view Service Activities by navigating to the Workplace section and to Activities. There are several different view where you can see Service Activities. Your open Service Activities will display up under the default My Activities view, or you can see just Service Activities by changing the view.

If you have the Outlook Client that installed your Service Activities will also sync to the Outlook as appointments.


In this Article, we dealt with CRM service scheduling and its working with Resources, Resource Groups, Work Hours, Services and Service Calendar.

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