It’s All About the Asset

Typically, I blog about how you can do some amazing configuration within D365 and/or the Power Platform. Today, it’s all about the Asset….Customer Asset. I get to engage with many individuals at varying stages of their field service career. I will sometimes ask folks this question: “what is the one of the most important pieces of data or functionality within Field Service?” Most will say the Work Order, which is a good guess (and some of you may argue it is thee most important piece of information), but I would say you’re incorrect. It’s the asset.

Picture this…you schedule a work order for a technician. The work order is for one of your largest and most valuable/strategic customers and one of their refrigerated units is running 10 degrees warmer than it was yesterday, and the customer is worried. They have hundreds of assets in various locations. You don’t capture the asset details on the work order. When the technician arrives onsite, what is he supposed to work on? Is he even at the correct location?

The asset is the keeper of all things, the work order is one of the mechanism to get the asset installed, repaired, maintained, etc. The asset is not just the various details about the piece of equipment (serial number, run time details), it includes things like: warranty details, work order history, knowledge / technical documents, the location of the equipment (whether it’s the same building as the customer, but on the second floor, or the basement, etc.).

Customer Asset / Connected Device Details

It can even include IoT data and alerts from the asset; turning your reactive service business, into a proactive, predictive and eventually prescriptive business model. This is where you add the biggest value to your customers – saving them costly downtime which keeps them happy and coming back to you when the service contracts are expiring.

So I ask you the question again…what is the most important part of Field Service? Just remember it’s always about the asset.

Published by Scott LeFante

Scott has over 20 years CRM experience and over 10 years Field Service experience. He is a three-time Microsoft Business Applications MVP, and a Microsoft Certified Trainer. He is also a Microsoft Dynamics expert in Field Service / Connected Field Service, Project Service Automation/Project Operations and Customer Service. Scott is responsible for the successful delivery of Microsoft Dynamics 365 Field Service projects, fostering ongoing relationships within the customer base, Field Service/CRM team management and support. The purpose of his blog is to share his knowledge, experience and thoughts regarding CRM in the hopes of benefiting those in the CRM community. If anything on this blog has helped you, please comment or rate the posts. Thank you!

2 thoughts on “It’s All About the Asset

  1. Just need your help to understand, why the dispaly name of this entity is called Customer Asset. It is really not relevent to service based company where they install their own asset to give service to customer and in this case the asset is vendor asset does not customer asset.


    1. It’s called Customer Asset because these are service orgs that are going out and fixing their customer’s assets. What you are referring to is what we considering EAM – enterprise asset management.


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