Resolutions

  • 8 minutes

Tracking how work orders are resolved helps organizations improve first-time fix rates, build technician knowledge, and report on service outcomes. When technicians can see how similar issues were resolved in the past, they resolve new issues faster and more consistently.

In Dynamics 365 Field Service, resolution records capture the details of how a work order was closed. For example, an organization that frequently reinstalls firmware to fix device connectivity issues can create a "Reinstall firmware" resolution record with a name and description explaining when and how to apply it.

Resolution records support two key scenarios:

  • Associate resolutions with work orders: Builds a searchable history of how past work orders were resolved.
  • Relate resolutions to incident types: Correlates known issues with proven fixes to speed up resolution.

Create resolutions

Resolutions are created in the Settings area of Field Service. Each resolution record has two fields:

  • Name: The title of the resolution.
  • Description: Additional context about when and how to apply the resolution.

For the firmware example, set the name to Reinstall firmware and use the description to explain the steps and when this resolution applies.

Screenshot showing the fields on a new resolution record in Dynamics 365 Field Service.

Add resolutions to work orders

After resolution records exist in the system, technicians can apply them in the Field Service mobile app by selecting a value in the Primary Resolution field on the work order.

Screenshot showing the Primary Resolution field on a work order in the Field Service mobile app.

A work order can have more than one resolution. For example, if a device won't power up and the technician both replaces the power supply and reinstalls firmware, each fix can be added as a separate resolution record. Each resolution added creates a new work order resolution record. To view all resolutions on a work order, select the Related tab and choose Resolutions.

Screenshot showing the Resolutions tab with multiple resolution records on a work order.

Associate resolutions with incident types

Certain incident types tend to have predictable resolutions. For example, a device that isn't connecting to the internet is often fixed by reinstalling the latest firmware. Linking that resolution to the incident type means technicians don't have to search for it manually.

When you set up an incident type in Settings > Incident types, you can associate one or more resolution records with it. When that incident type is added to a work order, the associated resolutions are automatically added to the work order as well.

Screenshot showing a resolution associated with an incident type in Field Service.