YOU'VE PROBABLY SEEN OTHER DEMO. 
BY WAY OF INTRODUCTION THIS IS KYLE 
YOUNG. KYLE IS THE FEARLESS LEADER 
OF FIELD SERVICE R & D TEAM. ANYTHING 
GO WRONG ON THE PRODUCT, I BLAME 
KYLE. ANYTHING GOES RIGHT, IT'S 
THE SALES TEAM. >> THANKS FOR COMING. 
YOU GUYS KNOW MY SIDEKICK, MR. VOLLMER. 
HIS REPUTATION PRECEDES HIM. GREAT 
TO TEAM UP WITH HIM TO TALK ABOUT 
CORE ENHANCEMENTS WE MADE IN FIELD 
SERVICE >> BY WAY OF EXPECTATION 
SETTING, I BELIEVE IN MAKING SURE 
THAT YOU GUYS HAVE EXPECTATIONS 
HERE. THIS DOESN'T MEET YOUR EXPECTATIONS, 
THE DOORS ARE BACK THERE. RUN OUT 
AND FIND ANOTHER SESSION BEFORE 
WE GET TOO DEEP INTO THIS. WE WANT 
TO GO THROUGH SOME OF THE BROADER 
SET OF FUNCTIONALITY WE'VE UNVEILED. 
WE ARE TRYING THINGS THAT DID NOT 
OVERLAP WITH OTHER SESSIONS. AS 
A MATTER OF FACT, KYLE AND I DID 
SOMETHING LAST NIGHT. WE ARE GOING 
TO SHOW THIS. THE SESSION TODAY, 
ALL WE ARE HIGHLIGHTING IS THAT. 
WE ARE GIVING YOU THINGS THAT ARE 
CORE FUNCTIONALITIES NOT AVAILABLE 
OTHER PLACES IN SESSIONS TODAY, 
BUT ON THE BROADER SET OF FUNCTIONALITY, 
CONNECTED FIELD SERVICE, SCHEDULING 
AND MOBILITY, WE WEPT TO IN DEPTH 
WITH THREE ONE-HOUR SESSIONS A PIECE. 
IF YOU WANT THESE THINGS IN DEPTH, 
THERE ARE SESSIONS THAT DID THAT 
THEN TO LEVEL SET WHERE WE ARE, 
YOU GUYS WILL SEE A SLIDE AT LEAST 
ONCE FROM KYLE AND I FROM SESSIONS 
WE HAVE DONE IN THE PAST. THESE 
ARE THINGS AVAILABLE TODAY IN THE 
PRODUCT THAT HAVE SHIPPED VERY, 
VERY RECENTLY. IF YOU LOOK AT THE 
LIST THERE ARE PROBABLY THINGS YOU 
HAVEN'T SEEN YET. THAT'S GREAT. 
WE WILL GO THROUGH SOME OF THOSE. 
BUT ANYBODY KNOW THIS SAYING? GIVE 
THE MAN A FISH . .. HE EATS FOR 
A DAY. TEACH HIM HOW TO FISH AND 
HE NEVER GOES HUNGRY AGAIN? OR SOME 
VARIATION THEREIN. WHICH VERSION, 
I DON'T CARE. I'M OKAY WITH IT. 
THE GOAL TODAY IS NOT TO GO THROUGH 
EVERYTHING ADD NOS YAM AND DETAIL. 
SHOW YOU -- AD NAUSEAM, BUT WE WANT 
TO SHOW YOU IN THIS PRODUCT WHERE 
WE MADE HUGE INVESTMENTS. ONE OF 
THE INVESTMENTS I'M ACTUALLY PROUDEST 
OF KYLE'S TEAM FOR MAKING THIS YEAR 
IS AROUND READINESS. THEY ACTUALLY 
HIRED KYLE, KYLE ACTUALLY HIRED 
A FULL-TIME PROGRAM MANAGER FOR 
NOTHING BUT DOCUMENTATION OF READINESS. 
YOU GUYS, I DON'T KNOW IF YOU NOTICED 
IT OR NOT BUT YES, DAVE -- A ROUND 
OF APPLAUSE FOR THAT? THAT IS PROBABLY 
ONE OF THE BIGGEST INVESTMENTS WE 
MADE WE WERE ON A, DAVE CLARK, YOU 
GUYS MAY KNOW DAVE CLARK, HE IS 
A BLACK BELT FOR AWHILE. WE HAD 
AN INTERNAL READINESS CALL AND A 
SESSION CALLED DOCS WITH DAVE. DAVE 
TALKED ABOUT WHAT HE'S DONE IN THE 
PAST MONTHS AND SHOWED THE INTERNAL 
TEAM. WE DECIDED TO SHOW YOU IN 
THE PAST SIX MONTHS THE DOCUMENTATION 
WE HAVE ANNOUNCED. WHAT HAPPENS 
IS, I GET A REQUEST FROM A PARTNER 
OR CUSTOMER TO TALK ABOUT SOMETHING 
AND WE DOCUMENT IT A MONTH OR TWO 
BEFORE. WE HIT THE SEARCH ENGINES 
AND EVERY PERMEATION THERE. TO LEVEL 
SET HERE, THE PHENOMENAL RESOURCE 
IF YOU HAVE NOT DONE THIS YET IS 
THE FIELD SERVICE END USER GUIDE 
GETTING STARTED. ANYBODY SEEN THIS 
IN THE PAST COUPLE MONTHS? DAVE 
HAS DONE A GREAT JOB IN KEEPING 
UP WITH THIS. WHAT THAT DOES, THOUGH, 
THAT SPAWNS A WHOLE BUNCH OF OTHER 
ARTICLES. AND SO, FOR EXAMPLE, IN 
JANUARY WE PUBLISHED RESOURCE CREWS, 
SCHEDULING, JOURNAL ENTRIES FOR 
INVENTORY, MULTIRESOURCE SCHEDULING, 
IN THE FIVE STAGES OF SCHEDULING. 
SO THE NICE THING IS, THESE ARE 
SOME ARTICLES I THINK WE HAVE BEEN 
MISSING AWHILE. LIKE THE FIVE DAYS 
OF SCHEDULING, SCHEDULING PERSONA 
IS ONE OF THE BEST ARTICLES AROUND 
NOT ON THE PRODUCT BUT AROUND GETTING 
YOUR MIND SET AROUND. YOU CAN SEE 
IN JANUARY, BY THE WAY, YOU WANT 
TO HAVE SOME FUN WITH MR. CLARK, 
IN THE BOTTOM WHERE HE PROMISED 
TO DELIVER THE NEXT MONTH, KEEP 
TRACK OF WHAT HE ACTUALLY DELIVERS. 
FUN TO WATCH. I TEASE HIM ABOUT 
IT. IN FEBRUARY, THE SLAS FOR WORK 
ORDERS. HOW DO YOU CONFIGURE, 3D . 
.. EVERYTHING THAT KYLE AND I ARE 
GOING TO SHOW YOU TODAY, THERE'S 
A GREAT ARTICLE OUT THERE ALREADY 
PUBLISHED BY A PM, BY MR. CLARK 
THAT TALKS ABOUT THIS IN MARCH GEO 
FENCING. BY THE WAY, YOU WILL GET 
THE SLIDE DECK AND EVERYONE HAS 
A HYPERLINK TO THAT EXACT ARTICLE. 
WE TRY TO MAKE IT SO YOU GUYS TAKE 
IT HOME AND FOLLOW IT. THERE'S GREAT 
DOCUMENTATION ON ENTITLEMENTS, BOOKING, 
SCHEDULING AND FIELD SERVICE. IN 
APRIL, FIELD SERVICE, ARCHITECTURE, 
BIOT HUB, EXPLAINED AND EXPANDED, 
GREAT ARTICLE. KIND OF HIDDEN. IT'S 
ONE OF THE SUBARTICLES INSIDE A 
SUBARTICLE INSIDE A SUBARTICLE IN 
DOCS. IT'S HIDDEN BUT THERE. USING 
AGREEMENTS. QUICK SCHEDULING. YOU 
SAW THE NEW QUICK SCHEDULING PRODUCT 
THAT CAME OUT? THERE'S A VIDEO HOW 
THAT ACTUALLY WORKS. CONNECTED FIELD 
SERVICE AND CONVERSATIONS. HERE 
IN MAY, THE BASIC ONE, GETTING STARTED 
FIELD SERVICE. FOR ME THAT'S THE 
LANDING PAGE FOR CONSULTANTS, FOR 
CUSTOMERS, PARTNERS, EVERYBODY AND 
THEIR BROTHER, GREAT LANDING PAGE. 
TRAVEL TIME. BASICS OF FIELD SERVICE 
MOBILE, ARCHITECTURE. HOW DO YOU 
ADD API THAWINGS AND THE LOGIC, 
WHAT DOES IT LOOK LIKE? HOW DOES 
THAT GO? TRIGGER ISO FROM WORKFLOW. 
THERE'S A VIDEO HOW TO DO THAT. 
THERE'S A TON OF ARTICLES THAT MR. 
CLARK PUBLISHES ON A MONTHLY BASIS. 
I WOULD TELL YOU IF YOU ARE NOT 
LOOKING AT THE DOC SITE FOR MICROSOFT 
FIELD SERVICE, TALKING TO DAVE, 
THEY ARE NOW, THE FIELD SERVICE 
DOCS IS ONE OF THE TOP RANKED FOR 
QUALITY AND COMPLETENESS. AS I SAY, 
IT WAS SORT OF POPS UP, HOW DO YOU 
LIKE THIS? FIELD SERVICE IS ONE 
OF THE TOP RANKED ALL UP FOR THAT. 
YOU GUYS HAVE DONE A GREAT JOB GIVING 
US FEEDBACK, BUT WE DID A HUGE AMOUNT 
OF WORK GETTING IT TO YOU GUYS ON 
A MONTHLY BASIS OTHER THING, MICROSOFT 
LEARN. WHO ACTUALLY HAS DONE MICROSOFT 
LEARN? ANYBODY YET? TO LEARN? SO 
YOU ARE AWARE, WE ACTUALLY HAVE 
AN INTERNAL TRAINING CALLED TSI. 
IF YOU ARE TSP OR SSP, THOSE LETTERS 
MAKE YOU CRINGE SLOWLY INSIDE. I 
LOOKED AT MICROSOFT AND WE MADE 
CERTIFICATION MANDATORY AN MAYBE 
WE'LL FOLLOW THAT. IT'S Q4, YOU 
HAVE UNTIL Q1 AND WE NEVER DO IT 
IN Q1. TSI IS A REQUIREMENT FOR 
EVERY MICROSOFT EMPLOYEE. DRIVEN 
OFF OF MICROSOFT LEARN. IF YOU HAVE 
NOT DONE MICROSOFT LEARN, THE FIRST 
DYNAMICS POD YOU'LL WAS THE CONNECTED 
FIELD SERVICE MODULE. IT'S A GREAT 
RESOURCE THAT I DON'T THINK A LOT 
OF OUR PARTNERS TAKE ADVANTAGE OF. 
THEY ARE BOTH LONG-TERM LEARNINGS 
AS WELL AS MICROLEARNINGS. SO FIVE 
TO TEN MINUTES IS ACTUALLY THE AVERAGE 
SEGMENT LENGTH. I DON'T KNOW IF 
CELINE IS IN HERE, BUT THEY WILL 
TELL YOU SHE'S ACTUALLY HERE, FIVE 
TO TEN MINUTES IS A LINK, THEY TRY 
TO MAKE EACH ONE A SNIPPET. IT'S 
DESIGNED FOR SOMEBODY TO LEARN THIS, 
JUST IN TIME, IF YOU ARE NOT LEVERAGING 
TO LEARN, THERE'S VALUE AND BENEFIT 
FOR YOU AS A CUSTOMER, YOU AS A 
PARTNER AND MICROSOFT EMPLOYEE USING 
MICROSOFT LEARN. ON THE LEARN SITE, 
THE VERY BOTTOM -- I KNOW, IT'S 
LONGER URL. THERE IS THE LEARN URL 
FOR DYNAMICS FIELD SERVICE. IT HAS 
A GREAT CONNECTED FIELD SERVICES 
PORTION. FIELD SERVICES GOT A LITTLE 
BIT OF LOVE FROM THE TEAM BECAUSE 
IT IS ACROSS MULTIPLE WORKLOADS. 
THERE'S A LOT OF STUFF ON LEARN. 
YOU HAVE A QUESTION? >> [INDISCERNIBLE] 
>> THE QUESTION IS, CAN WE HAVE 
MR. CLARK DO A BLOG POST ON WHAT 
COURSES? WE WILL FIND A WAY TO MAKE 
THAT HAPPEN. IT IS EQUALLY IMPORTANT 
TO THE DOCUMENTATION. IT IS NOT 
IMPORTANT, IS IT? WORKPLACE OPERATION? 
SERVICE TASKS, EVERY CONSULTANT 
GETS A LOT OF SERVICE TASKS TO DO 
>> EXACTLY. WE'LL BE HAPPY TO SEND 
YOU WORK ORDERS WITH TASKS IN THE 
RIGHT ORDER >> I PUT UP HERE SO 
YOU ARE AWARE OF IT, TONS OF WEBINARS. 
HONEST, EVEN INTERNALLY FOR THE 
MICROSOFT EMPLOYEE, FINDING OUT 
THESE THINGS, THIS LIST COMES OUT 
OF MY COWORKERS EMAIL. IT IS ON 
SUZANNE QUINN'S EMAIL, I WENT AND 
GRABBED IT THERE. HERE IS COOL TRAINING 
STUFF YOU MAY NOT BE AWARE OF THAT 
WE DO ON A VERY REGULAR BASIS. BUT 
IN CASE YOU DIDN'T KNOW, A MOOC, 
ANYBODY KNOW WHAT A MOOC IS? MASSIVE 
ON LINE LEARNING CATALOG. IT IS, 
THEY CALL THEM INTERNALLY MOOCC 
WE ARE GOING TO TALK ABOUT ENHANCEMENTS, 
TRYING NOT TO STEP ON WHAT AEMON 
AND JON WENT THROUGH. WHEN YOU THINK 
ABOUT FIELD SERVICE, WHAT WE WANT 
TO TALK ABOUT HERE, SO THE THINGS 
IN GRAY WE ARE NOT GOING TO TALK 
ABOUT. YOU SAW THE NOTIFICATIONS 
IN GEO FENCING, RIGHT? DID YOU GO 
TO THAT SESSION, RIGHT? 3D MODELS. 
ANYBODY HERE USED 3D MODELS YET 
INSIDE OF -- YOU HAVE? WOO-HOO! 
TWO? OKAY. I'LL BE HONEST WITH YOU, 
I THINK IT'S ONE OF THE COOLEST 
THINGS YOU PUT IN THE PRODUCT IN 
A LONG TIME. WE'LL SHOW YOU 3D MODELS. 
MODE ASSISTS. WHEN YOU THINK ABOUT 
THIS, WHAT DO YOU MAINLY GO TO WHEN 
YOU THINK ABOUT THAT, THE EGG SHELL, 
RIGHT? IS THAT AN OLD GALAXY, DAVE? 
IT'S AN 8, CALLING THEIR HOME BACK. 
SO WE GO TO THE HOLLOW LANDS. MOBILE 
HAS SOME COOL FUNCTIONALITY AND 
THEN SCAN AN ASSET. SO WITH THAT 
I'M GOING TO POP OVER HERE AND WE 
ARE GOING TO SEE IF WE CAN GET -- 
READY FOR THIS HERE? >> READY FOR 
7? >> READY FOR 7. YOU CAN SEE HERE 
IS MY PHONE. ON MY PHONE, THIS IS 
A SAMSUNG GALAXY S10 BECAUSE I HAVE 
BUDGET. MY S8 IS PERSONAL. YOU CAN 
SEE HERE, I HAVE A LIST OF SERVICE 
CONTACTS ON MY WORK ORDER I CAN 
LAUNCH THIS FROM OR I CAN LAUNCH 
REMOTE ASSIST. NOW THAT I'M HERE 
I'M GOING TO GRAB SPENCER LOW, THE 
TERRITORY SALES MANAGER >>: I'LL 
BE SPENCER LOW. THAT'S HOW ATTRACTIVE 
I AM ON TEAMS. >> ACTUALLY, I FOUND 
WHERE THE PRESENTER SHOWED UP WEARING 
THE SAME SUIT HE WAS IN THE TEAM 
PHOTO ON. IMPRESSIVE. LAUNCH CALL 
HERE. >> OKAY. I'M GETTING A CALL 
IN TEAMS. I'M GOING TO ANSWER THAT. 
>> SO THAT YOU KNOW WHEN THE WHO 
WILL LE ENDS, YOU SURVEY YOUR ENVIRONMENT 
AN LOOK AROUND YOUR ENVIRONMENT. 
THE REMOTE CLIENT HERE DOES THE 
EXACT SAME THING. I MOVE MY PHONE 
AROUND AND IT TAKES A FEW MINUTES 
TO MAP THE ENVIRONMENT. I'M GOING 
TO STEP BACK BECAUSE LOOKING AT 
THE MONITOR, I HAVE A QUESTION. 
KYLE CAN NOW START ANNOTATING. >> 
OKAY. HERE WE GO. SO BEN, THIS IS 
A SCREW. WELL,. >> IS IT LOOSE? 
IF IT'S MINE, I PROBABLY HAVE A 
SCREW LOOSE. >> YEAH. [CHUCKLES] 
>> COME ON, GUYS! YOU CAN LAUGH, 
IT'S OKAY >> SO YOU WANT TO REMOVE 
THOSE. >> I CAN ACTUALLY NOW FULLY, 
THE SAME ANNOTATION WE USE IN A 
HOLLOW LENS IS AVAILABLE ON THIS. 
THE COOL PART, ONCE I FINISH THIS 
WORK ORDER, THIS IS NOT ACTUALLY 
KYLE. YOU CAN HEAR A LITTLE BIT 
OF ECHO THERE. KYLE CAN HEAR US 
AND WE CAN HEAR KYLE. WHEN I HANG 
THIS UP, WHAT IS -- YOU SEE THE 
CALL IS DISCONNECTED. POST THIS 
INTEGRATION NOW, INCLUDE SCREEN 
CAPS BACK TO THE WORK ORDER NECESSITY 
DYNAMICS 365. SO IF YOU ARE DOING 
THIS ON A REGULAR BASIS THIS ALLOWS 
YOU TO TAKE THE ITERATION THAT KYLE, 
POST IT BACK TO DYNAMICS 365 AND 
YOU CAN SEE WAPPED IN THE CALL. 
>> [INDISCERNIBLE] >> YOU DON'T 
SEE THE NOTATIONS. IT'S ALIVE DEMO, 
IAN. IT IS GOING TO SCREW UP. YOU 
SAW THE ARROW? THERE WAS AN ARROW 
WAS THE ANNOTATION FROM KYLE. >> 
THAT'S ALL I HAD, THE ONLY VALUE 
I HAD. I PUT AN ARROW THERE, WHAT 
DO YOU WANT? YOU WANT TO BE THE 
EXPERT IN THIS CASE? >> THE WHOLE 
IDEA IS I CAN REMOTELY USE A REAL 
EXPERT TO COME IN AND HELP ME EVEN 
THOUGH I'M FROM AFAR. THAT IS ONE 
OF THE COOLEST FEATURES WE ARE SHIPPING. 
BY THE WAY, MOBILE IS IN PREVIEW 
TODAY. HOLLOW LENS IS AVAILABLE. 
IT'S AVAILABLE ON ANDROID ONLY. 
ANDROID DEVICE. THIS IS AVAILABLE 
HERE FOR YOU. THE 96 THING IS -- 
>> PUBLIC SERVICE ANNOUNCEMENT ON 
THAT. IF YOU WANT TO PLAY WITH THIS 
AND YOU DON'T HAVE IT SET UP, GO 
TO THE BOOTH AND THEY ACTUALLY HAVE 
THE MIXED RE-ALLEY TEAM THERE WITH 
REMOTE ASSIST ON MOBILE UP AND RUNNING 
SO YOU CAN PLAY WITH IT. >> IF YOU 
DON'T MIND, I WANT TO SHOW THEM 
SOMETHING ELSE HERE. YOU HAVE SIX, 
RIGHT? >> 8. >> 8? YOU'RE A SOLID 
10 TO ME, SIR. >> HEART WARMING. 
>> YOU CAN SEE HERE, THOUGH, THE 
SFERTION THAT KYLE AND I HAD OVER 
TEAMS IS NOW FULLY ALSO RECORDED 
IN TEAMS. SO WHEN WE DO THIS IN 
A MUCH LONGER ENVIRONMENT, YOU CAN 
SEE THE WHOLE CONVERSATION WENT 
ON HERE AND YOU CAN ACTUALLY SEE, 
HEY, THE DEVICE IN THE NORTHWEST 
CORNER, YOU CAN SEE THE PICTURES. 
THE PICTURE I UPLOADED GOT SHARED 
INTO TEAMS, STORED INTO TEAMS. ALL 
THE DISCOVERY, ALL THE NORMAL ENTERPRISE 
REQUIREMENTS YOU HAVE AROUND TEAMS 
ARE RESPECTED IN REMOTE ASSIST. 
IT THEN LOGS THOSE AUTOMATICALLY 
FOR YOU. SO THIS IS A GREAT THING. 
WE ARE SHIPPING THE REMOTE ASSIST 
ON HOLLOW LENS IS SHIPPED, REMOTE 
ASSIST IS SHIPPING NOW. I WILL TELL 
YOU, I'LL PUT THIS AWAY. DEPENDING 
ON THE PHONE YOU HAVE, SO I HAVE 
A GALAXY S8 AND AN S10. ON THE S8 
IT IS A BIT UNPREDICTABLE. ON THE 
S10 IT IS -- YOU HAVE TO GO BACK 
AND BUY AN S10, THE S10 IS ROCK 
SOLID. IT DEPENDS UPON, I FOUND 
IT DEPENDING ON THE PHONE I HAVE, 
THE NEWER THE PHONE, THE MORE PERFORMING 
IT IS, THE MORE IT ACTUALLY WORKS. 
WE ARE GOING TO GO THROUGH HERE 
NOW. I TRIED DOING THIS LIVE AND 
MY PHONE HAS A LITTLE BIT TOO MUCH 
GLARE OFF OF IT HERE, BUT SCAN AND 
ASSET. ANYBODY SEEN A SCAN AND ASSET 
FEATURE IN REMOTE SERVICE MOBILE? 
YOU DON'T COUNT, ANDREW. THERE IS 
THE ABILITY TO SCAN CUSTOMER ASSET. 
YOU SCAN THE ASSET, SNAP A QR CODE 
AN IT PULLS THE EXAMINER ASSET AUTOMATICALLY 
UP. SO THE WHOLE IDEA IS, YOU CAN 
VERY QUICKLY AND EASILY MAKE IT 
SO A TECH NICK CAN GO TO A JOB SITE, 
POINT THE PHONE AT AN ASSET, IT 
PULLS IT UP. OUT OF THE BOX WE HAVE 
THIS MAPPED TO A QR CODE. NOT EVERY 
EXAMINER IN THE PLANET USES QR CODES. 
THOSE ARE STILL FAIRLY -- THE INTERESTING 
THING HERE IS, THAT IS ACTUALLY 
STORED IN A JS FILE. YOU CAN MAKE 
IT A UPC SYMBOL, SOME TYPE OF BAR 
CODE OR EVEN A SERIAL NUMBER. THERE 
ARE LOTS OF WAYS YOU AS A CUSTOMER 
CAN EXTEND THIS TO YOUR EXACT SCENARIOS 
BY MODIFYING THE JS FILE IN THE 
FIELD SERVICE MOBILE PROJECT FILE. 
MAKE SENSE? OKAY. I'M GOING TO KICK 
IT OVER TO KYLE HERE. I'M GOING 
TO PULL THE 3D MODELS UP. I DIDN'T 
THINK ABOUT SAVING TO THE COMPUTERS 
AT THE SAME TIME. >> SWITCH OVER. 
OKAY. LET'S GO BACK TO THE DECK 
FOR JUST A MOMENT. 5. WHERE IT WAS, 
YEAH. THERE WE GO. OKAY. SO AS BEN 
MENTIONED WE HAVE A BUNCH OF IMMERSIVE 
SESSIONS. IF YOU'VE SEEN THEM, GOTTEN 
THE BENEFIT OF THEM OR YOU CAN ACTUALLY 
GO CATCH THEM IF THEY'VE ALREADY 
OCCURRED, YOU CAN RE-WATCH THOSE 
ON DEMAND. OR SEE THEM LATER TODAY. 
SCHEDULING IS AN AREA WHERE WE HAVE 
SOME OBVIOUSLY VERY DEEP IMMERSIVE 
CONTENT ACROSS THE OTHER SESSIONS. 
I DIDN'T WANT TO HIGHLIGHT A COUPLE 
OF THINGS THAT THAT WE HAVE MADE 
AVAILABLE JUST RECENTLY THAT ARE 
QUITE VALUABLE. PART OF THAT IS 
THE NOTION THAT WE WANT TO BE AND 
CONTINUE TO BE PRETTY AGILE AND 
RESPONSIVE TO WHAT WE ARE HEARING 
COMING BACK FROM CUSTOMERS AN PARTNERS. 
A COUPLE OF AREAS THAT HAVE BEEN, 
THAT WE'VE SEEN DEMAND FOR AND GOTTEN 
FEEDBACK FOR VERY SIGNIFICANTLY 
ARE THESE THREE AREAS: QUICK SCHEDULING 
AND I'M GOING TO ACTUALLY GO IN 
AND TAKE A LOOK AT THAT. TRAVEL 
TIME UPDATES. WE'LL SEE WHAT THAT 
LOOKS LIKE. AS WELL AS THE SCHEDULING 
API. NOW, WE WON'T DEMO SCHEDULING 
API TODAY BUT THE FUNCTIONS ARE 
AVAILABLE THROUGH QUICK SCHEDULING, 
FOR EXAMPLE, ARE REPRESENTATIVE 
OF WHAT WOULD BE AVAILABLE IN THE 
API AND THE API CAN BE CONSUMED 
AND USED IN VARIOUS CONTEXTS. YOU 
CAN USE IT, LIGHT IT UP IN PORTAL 
TO DO SELF SERVICE SCHEDULING OR 
LIGHT IT UP IN OTHER PARTS OF THE 
USER EXPERIENCE OR IN ANOTHER APP. 
THERE'S A LOT OF DIFFERENT OPTIONS 
THAT COME WITH THE API. THESE ARE 
ALL THINGS THAT HAVE COME BACK OVER 
THE PAST YEAR OR SO IN TERMS OF 
FEEDBACK FROM CUSTOMERS SAYING I 
REALLY NEED TO BE ABLE TO DO SOMETHING 
LIKE QUICK SCHEDULING OR TRAVEL 
TIME UPDATES. CAN YOU EXPOSE THIS 
SCHEDULING LOGIC, IT'S AWESOME OR 
SOME OTHER CONTEXTSMENT THOSE ARE 
THE DRIVERS BEHIND THESE FEATURES. 
LET'S TAKE A LOOK. OKAY. FIRST OF 
ALL, WE WILL JUMP IN AND TAKE A 
LOOK AT QUICK SCHEDULING FUNCTIONALITY. 
SO I HAVE HERE A SET OF TRUSTY WORK 
ORDERS THAT NEED TO BE SCHEDULED. 
AND MOST OF YOU ARE PROBABLY FAMILIAR 
WITH THE OPTIONS FOR SCHEDULING 
THOSE WORK ORDERS. I'VE GOT ONE 
HERE THAT I ACCESSED RECENTLY THAT 
I NEED TO GO SCHEDULE. AND YOU KNOW 
THAT THERE'S A NUMBER OF DIFFERENT 
WAYS I CAN ACTUALLY GO SCHEDULE 
THIS FROM THE SCHEDULE BOARD. THERE'S 
DIFFERENT OPTIONS I CAN USE. IN 
THIS CASE I WANT TO HIT THE BOOK 
BUTTON AND SCHEDULE THESE IN CONTEXT. 
WHAT IS HAPPENING HERE, IS ANYONE 
SURPRISED BY WHAT IS HAPPENING, 
WHAT IS COMING UP HERE? ANYONE? 
>> [INDISCERNIBLE] >> DIGITAL SOMEONE 
SAY SCHEDULE ASSISTANT? I THOUGHT 
I HEARD SCHEDULE ASSISTANT. SCHEDULE 
ASSISTANCE IS COMING UP SLOWLY WITH 
OUR NETWORK THIS MORNING. I'LL COME 
UP, WE'LL HAVE THE SCHEDULE ASSISTANT. 
WHAT IS GOING ON, THERE IS A REQUIREMENT 
THAT SITS BEHIND THE WOG ORDER THAT 
DEFINES ALL THE ASPECTS OF IT, THE 
TYPE OF RESOURCE THAT I NEED, THE 
LOCATION THAT I NEED, THE DURATION, 
WHAT THE TIME WINDOW IS, AND SO 
FORTH. AND SO IT PROVIDES ALL THIS 
INFORMATION. SO THAT REQUIREMENT 
GETS FILTERED OVER HERE ON THE LEFT. 
THE FILTER SNAPS TO WHATEVER THAT 
REQUIREMENT IS. I GET A BUNCH OF 
OPTIONS. WHAT I GET IS A SET OF 
RESOURCES THAT CAN MEET THAT REQUIREMENT 
FOR THIS WORK ORDER. I CAN GO THROUGH 
AND LOOK AT THEM AND SEE HOW CLOSE 
THEY ARE, WHAT THE ESTIMATED TRAVEL 
TIME IS AND SO FORTH. I HAVE A BUNCH 
OF DETAILS HERE THAT I CAN ACTUALLY 
LEVERAGE. NOW, THIS IS A PRETTY 
GOOD EXPERIENCE. A VERY IN DEPTH, 
VERY FLEXIBLE. IT GIVES ME A LOT 
OF FUNCTIONALITY AND CAPABILITY. 
IF I'M A SCHEDULER, IF I UNDERSTAND 
THIS AND I'M USED TO SCHEDULING 
OUT RESOURCES AND SO FORTH, I PROBABLY, 
THIS EXPERIENCE PROBABLY RESONATES 
WITH ME. BUT WHAT ABOUT SOMEBODY 
WHO IS NOT A SCHEDULER? AND THE 
FILTER IS A LITTLE BIT TOO MUCH. 
I'VE GOTTEN TOO MANY OPTIONS HERE. 
I SEE OTHER INFORMATION DOWN HERE 
IN THE REQUIREMENTS SPAN. SO MAYBE 
THIS IS TOO MUCH IN THIS CONTEXT 
IN SOME SITUATIONS. I'M GOING TO 
CLOSE THAT OUT. WHAT I WANT TO DO, 
I'M GOING TO GO TO ONE OF OUR SETUP 
OPTIONS. SO ONE OF THE THINGS THAT 
YOU MAY HAVE BEEN EXPOSED TO IS 
AS WE LOOK AT EACH ENTITY WE HAVE 
THE ABILITY TO SET UP SCHEDULING 
FUNCTIONALITY BY ENTITY. SO WE CALL 
IT THE SCHEDULING METADATA. AND 
SO ONE OF THE THINGS THAT HAS BEEN 
ADDED HERE IS THE ABILITY TO ENABLE 
QUICK BOOK. FOR MY WORK ORDER ENTITY 
IF I ACTUALLY SWITCH THIS -- I'M 
NOT SURE I RECOMMEND THAT YOU TRY 
THIS AS HOME IN FRONT OF ALL YOUR 
FRIENDS, BUT DO IT QUIETLY. OH, 
YEAH, SEE HERE? HERE IS WHY. [LAUGHTER] 
>> OKAY, I'M GOING TO REFRESH THIS. 
OKAY, LET'S TRY THAT AGAIN. PRACTICE 
I SAVED THAT OPTION. IT IS GOING 
TO CHANGE THE BEHAVIOR. I NEED TO 
DO A REFRESH HERE. AND WHAT IT WILL 
DO IS AS IT RENDERS WORK ORDERS, 
IT IS GOING TO ACTUALLY PICK UP 
THAT SETTING. I'LL JUST REFRESH 
HERE. I'LL GO BACK TO MY WORK ORDERS. 
BACK TO MY LIST. GO TO THAT RECENT 
ONE I LOOKED AT. LET'S SEE, I THINK 
I SUFFICIENTLY REFRESHED THAT NOW. 
OKAY. IN THIS CASE, SAME WORK ORDER. 
WHEN I CLICK BOOK, OKAY, SEE AHA, 
INSTEAD OF SWITCHING CONTEXT ENTIRELY 
LIKE YOU SAW WITH THE SCHEDULE ASSISTANT, 
WHAT I'VE DONE NOW, I'M SIMPLY SWITCHED 
TO MY QUICK SCHEDULING FUNCTIONALITY. 
SO WHAT IT'S DONE, IT TOOK THAT 
SAME SET OF REQUIREMENTS SOMEWHERE 
IN THE BACKGROUND THE FILTER IS 
BEING SET. I COME UP WITH A SET 
OF OPTIONS. NOW YOU CAN SEE THAT 
I'VE ACTUALLY GOT THESE SLOTS HERE 
AND THESE ARE IN 30-MINUTE SLOTS 
BASED ON SCHEDULING PREFERENCES. 
SO I'VE GOT A BUNCH OF OPTIONS. 
IMAGINE THAT I'M A CUSTOMER SERVICE 
AGENT OR IN SOME OTHER CONTEXT. 
I JUST DO A NUMBER OF THINGS AND 
THEN I GET TO A POINT WHERE I SIMPLY 
CREATED A WORK ORDER AND I WANT 
TO SCHEDULE THIS. IT WOULD NEED 
TO BE A WORK ORDER, IT COULD BE, 
OF COURSE, AN OPPORTUNITY OR BASICALLY 
ANY ENTITY, BUT I WANT TO QUICKLY 
SCHEDULE THAT. I GET A BUNCH OF 
OPTIONS AND I CAN GRAB THIS OPTION, 
IT WOULD GRAB A RESOURCE OR EVEN 
LOOK IN HERE AND SAY OKAY, THIS 
IS WHO IS GOING TO BE SCHEDULED 
FOR THIS ONE. MAYBE I ACTUALLY HAVE 
A PREFERENCE BETWEEN RESOURCES. 
SO I CAN LOOK AND SEE IN THIS CASE 
THERE'S TWO RESOURCES. I HAVE A 
COUPLE OF CHOICES AND YOU CAN SEE 
HOW FAR THEY ARE AWAY AND SO FORTH. 
OF COURSE, WHAT IS HAPPENING HERE 
FROM THE DISTANCE PERSPECTIVE IS 
THERE'S A CALL THAT GOES OUT TO 
THE MAPPING PROVIDER AND SAYS OKAY, 
BASED ON THE TRAVEL DISTANCE OR 
BASED ON THESE TWO LOCATIONS, GIVE 
ME THE DISTANCE AND THE TRAVEL TIME 
AND SO FORTH AND ALL OF THAT IS 
HAPPENING, BUT NOTICE THAT I'VE 
GOT IT IN A VERY, JUST A VERY DIRECT 
EXPERIENCE. SO I CAN POP IN, SCHEDULE 
THIS WORK ORDER, GRAB ONE, AND THEN 
I'M GOOD TO GO. I CAN GO AHEAD AND 
GRAB ONE OF THESE AND JUST CREATE 
THE BOOKING. I'LL HOLD OFF ON THAT 
FOR JUST A SECOND. BUT LET'S JUST 
SAY I'M MORE OF A POWER USER AND 
SOMETIMES I WANT TO GO TO THE NEXT 
LEVEL DOWN. LET'S SAY I DO KNOW 
A LITTLE BIT MORE ABOUT SCHEDULE 
ASSISTANT. YOU CAN ALWAYS FROM HERE 
OPEN A SCHEDULE ASSISTANCE P TAINTS 
AND YOU'LL BE BACK TO THAT EXPERIENCE 
WE SAW A MINUTE AGO. THIS IS A NICE 
WAY FOR THE QUICK SCHEDULE OF THE 
NONSCHEDULE EXPERIENCE USING THE 
SAME LOGIC THAT IS BEING USED IN 
SCHEDULE ASSISTANT, JUST EXPOSING 
IT IN A SIMPLE WAY. I HAVE A OPTION 
OF LOOKING AT DIFFERENT DAYS, SEE 
WHAT THE OPTIONS ARE FOR TOMORROW. 
TOMORROW YOU CAN SEE I HAVE DIFFERENT 
OPTIONS FOR DIFFERENT RESOURCES. 
AGAIN I CAN SIMPLY CLICK ONE AND 
BOOK OR DRILL DOWN AND SAY I WANT 
TO CLICK A SPECIFIC RESOURCE, SELECT 
A SPECIFIC RESOURCE AND I'M GOING 
TO BOOK. IN THAT CASE IS CREATE 
MY BOOKING. MAKE SENSE? OKAY. LIKE 
IT? OKAY, GOOD. WE WON'T TAKE IT 
AWAY THEN. ALL RIGHT! YEAH. [LAUGHTER] 
>> SO ANOTHER ONE THAT HAS BEEN 
A LITTLE BIT OF A DEMAND FOR OVER 
THE PAST FEW YEARS, I'VE GOT MY 
SCHEDULE BOARD HERE. SO I'VE GOT 
A SET OF RESOURCES WITH A ET OF 
BOOKINGS HERE ON MY SCHEDULE BOARD. 
IF I DROP DOWN HERE, SO IN THE PAST 
IF I USED SCHEDULE ASSISTANT OR 
IF I USE RESOURCE SCHEDULING, IF 
I USE THE OPTIMIZER, SO FORTH, WHAT 
YOU WOULD DO IS CREATE THESE BOOKINGS 
WITH A TRAVEL TIME CALCULATED HERE. 
AGAIN THAT TRAVEL TIME IS A FUNCTION 
OF STARTING IN ANY LOCATION AND 
MAKING A CALL TO THE MAPPING PROVIDER 
TO COME UP WITH THIS TIME. SO IN 
THIS CASE I, LIKE AT THE BEGINNING 
OF THE DAY IT WOULD BE FROM THE 
STARTING LOCATION OF THE RESOURCE 
TO THAT FIRST JOB. FROM HERE, FROM 
THIS FIRST JOB TO THE SECOND JOB. 
IT IS CALCULATING THOSE TRAVEL TIMES. 
SO THAT WORKED FINE IF YOU DID EVERYTHING 
WITH THE SCHEDULE ASSISTANT OR IF 
YOU DIDN'T MOVE ANYTHING AROUND 
OR USING OPTIMIZER AND DIDN'T TOUCH 
IT AFTER WORDS BUT THEN IT BECAME 
A LITTLE BIT ANNOYING. IF YOU WANTED 
TO MOVE THINGS AROUND ON THE SCHEDULE 
BOARD IT WOULDN'T RECALCULATE THE 
TRAVEL TIME. OR IF YOU DRAG AND 
DROP ON THE SCHEDULE BOARD IT WOULDN'T 
DO THAT. WHAT HAPPENS HERE, LET'S 
SAY THAT I DRAGGED THESE TWO JOBS 
ON IT EARLIER AND IT CALCULATED 
THE TRAVEL TIMES. BUT LET'S SAY 
I NEED TO MOVE THINGS AROUND. SAY 
I NEED TO TAKE THIS JOB HERE. WHAT 
I REALLY NEED TO DO IS GET THIS 
ONE DONE BY A DIFFERENT RESOURCE 
AND I WANT TO JAM IT IN HERE. I'M 
GOING TO MOVE THIS JOB OVER HERE, 
MOVE THIS OUT A LITTLE BIT. AND 
THEN WHAT I WANT TO DO, I'M GOING 
TO GRAB THIS GUY AND SAY OKAY, I'LL 
SEE IF I CAN STICK THIS JOB IN HERE 
AND SEE WHAT MY TRAVEL TIMES ARE. 
WHAT IT WILL DO IS, NOW NOTICE THE 
TRAVEL TIME ON THIS JOB WENT DOWN 
SIGNIFICANTLY. AND THE REASON WHY 
WAS BECAUSE ORIGINALLY WHEN IT WAS 
DOWN ON THIS OTHER RESOURCE IT WAS 
CALCULATING THE TRAVEL TIME FROM 
THE STARTING LOCATION FOR THE RESOURCE 
TO THAT JOB, RIGHT? BUT NOW FOR 
SOME REASON THESE TWO JOBS ARE ACTUALLY 
MUCH CLOSER TOGETHER AND SO I ACTUALLY 
HAVE A SHORTER TRAVEL TIME. I CAN 
ACTUALLY MOVE THAT OVER A LITTLE 
BIT AND WHAT IT DID WAS, IT SAID 
OKAY, I CALCULATED THE TRAVEL TIME 
BASED ON THE FACT THAT THE RESOURCE 
IS GOING TO BE AT THIS JOB AND THEN 
GO TO THIS ONE AND THEN I CAN ACTUALLY 
THEN SAY OKAY, I WANT TO PUT THIS 
ONE UP HERE IN PLACE AND YOU'LL 
SEE WHAT IT DID, IT ALSO THEN RECALCULATED 
THAT TRAVEL TIME BECAUSE THAT LAST 
JOB, THAT THIRD JOB IS ACTUALLY 
GOING, THAT RESOURCE IS GOING TO 
BE COMING FROM A DIFFERENT LOCATION 
THAN WHEN THEY WERE STARTING WITH 
THAT ORIGINAL JOB. YOU SEE NOW BY 
MOVING THESE THINGS AROUND THE TRAVEL 
TIMES HAVE BEEN UPDATED BASED ON 
THE
MOVEMENT AROUND.
SO ANYWAY, DOES THAT MAKE
SENSE?
OKAY. 
YES? >> DISCERN. >> ABSOLUTELY! 
GLAD YOU ASKED IS THAT. EXCELLENT. 
NOW HERE IS THE RISK OF GOING OFF 
SCRIPT IN A DEMO. LET'S SEE WHAT 
HAPPENS. LET ME GRAB ONE OF THESE 
HERE. GRAB ONE OF THESE AND SAY 
I'M GOING TO DRAG IT ON TO HERE. 
PUT IT HERE, 1115 TIME. DA DA DA, 
LOOK AT THAT, 28 MINUTES. EXCELLENT. 
SO YES, YOU CAN ABSOLUTELY DO THAT. 
THANK YOU, MR. CONTE, FOR QUEUING 
UP THAT HIGHLIGHT OF THE DEMO. SO 
LARGE VALUE HERE. YOU NEED TO ENABLE 
THIS, YOU JUST NEED TO SIMPLY GO 
INTO THE SCHEDULING PARAMETERS AND 
ENABLE THIS ACTION. IF YOU HAVE 
A CURRENT VERSION WHICH I HOPE EVERYBODY 
DOES OF FIELD SERVICE RUNNING YOU 
MAY NOT SEE THIS YET. GO INTO THE 
PARAMETERS AND TURN THIS ON AND 
START TO PLAY WITH IT. ANYWAY, THOSE 
ARE JUST SOME OF THE RECENT INVESTMENTS 
WE HAVE MADE AROUND SCHEDULING. 
IMAGINE, OF COURSE, THE FUNCTIONALITY, 
FOR EXAMPLE, IN QUICK SCHEDULING 
EXPOSED VIA API AND THINK OF THE 
AMAZING THINGS YOU CAN DO WITH THAT 
FROM AN API PERSPECTIVE. OKAY. WITH 
THAT, MR. VOLLMER, ARE YOU READY? 
>> I'M READY. >> LET ME SWITCH BACK 
OVER HERE. YOU WANT 7 AGAIN, I ASSUME. 
>> SO JUST A FEW THINGS HERE. ONE 
OF THE BEST THINGS I FOUND BY THE 
WAY FOR DOING 3D MODELS, YOU GET 
SO BORED, IS NASA ACTUALLY PRODUCES 
A TON OF 3D MODELS. ANYBODY KNOW 
THAT? EVERYTHING THE U. S. SPACE 
AGENCY PRODUCES, THEY MAKE A 3D 
MODEL OF AND MAKE IT AVAILABLE DOWNLOADABLE. 
IF YOU EVER WANT 3D MODELS TO LOOK 
AT, SEE HOW THIS WORKS, IN ORDER 
OF OPERATION HERE, I DOWNLOADED 
ONE OF THE 3D MODELS TO MY COMPUTER. 
SO I DON'T IN THIS CASE I DOWNLOADED 
SOME SPACE SOMETHING OR OTHER. AND 
WHAT YOU DO, YOU WANT TO TAKE THE 
STL FILES AND EDIT IN SD PAINT. 
YOU RIGHT DOWNLOAD, YOU GO EDIT. 
CLICK FILE MENU . THERE IS THAT 
THERE, SAVE AS, SAVE THE 3D MODEL. 
IT SAVES IS AS A GLB FILE AND THAT'S 
ACTUALLY WHAT FIELD SERVICE USES 
IS THE GLB FILE. TAKE THAT STL FILE, 
OPEN 3D PAINT AND SAVE IT. WHAT 
IT LOOKS LIKE INSIDE OF DYNAMICS, 
I TOOK, THIS IS THE INSTRUMENT PANEL 
HERE. THERE IS MY 3D MODEL ATTACHED 
TO AN ASSET. IT CAN BE ATTACHED 
TO A PRODUCT WHICH IS ATTACHED TO 
AN ASSET. YOU DON'T ALWAYS HAVE 
TO TIE IT BACK TO A PRODUCT. YOU 
TIE IT BACK TO A PRODUCT WHICH IS 
TIED BACK TO AN ASSET. I DRAG THIS 
AROUND, AS A TECHNICIAN I AM ABLE 
TO SEE WHAT I'M LOOKING AT IN A 
3D MODEL AND POST IT. THAT IS SIM 
I AM, BY THE WAY, NOTHING SCARY 
ORPHANSY THERE. ONE OF OUR CUSTOMERS 
IN ASIA HAD A MUCH BIGGER PROBLEM. 
THEY HAD 3D DRAWINGS FROM AUTO CAD 
WHERE THEY HAVE WHOLE BUILDINGS 
EXPOSED. WHAT YOU CAN DO IS EXPOSE 
THE 3D MODELS AS A NOTE IN DYNAMICS 
WHICH HAS A LIMITATION OF WHAT, 
FIVE MEGABYTES UNLESS YOU WANT TO 
PAY FOR STOORNLG, A LOT? SORRY, 
I SAID THAT WITH MY OUTSIDE VOICE. 
WHAT WE DID HERE, WE POSTED THIS 
TO GITHUB INTO PUBLIC DEPOSITORY 
IN GITHUB AND LINKED BY URL OUT 
TO THE VIEW IR. YOU CAN SEE THIS 
IS ACTUALLY THE ATAC SYSTEM. IT 
IS KIND OF HARD TO LOOK ALL THE 
WAY IN. IF YOU DRILL IN THIS IS 
ALL OF THE HEATING AND AIR CONDITIONING 
STEPS IN A MULTISTORY BUILDING THAT 
ALLOWS THE TECHNICIAN TO BE ABLE 
TO SEE YOU. WE TOOK OFF THE ANNOTATIONS 
FOR THE SAKE OF CLARITY HERE AND 
EASE OF USE. THIS IS ABOUT A 40 
MEGABYTE AUTO-CAD FILE BEING RENDERED 
NOW INSIDE THE 3D VIEWER INSIDE 
OF DYNAMICS 365. YOU CAN RENTER 
LARGER FILES, PUT THEM ON A PUBLIC 
REPOSITORY, I THINK AEMON TESTED 
ON GITHUB, I TESTED ON SHAREPOINT, 
IT DOESN'T WORK AS WELL, BUT WITH 
ANY PUBLIC FACING APPLICATION YOU 
CAN GET ACCESS TO. YOU CAN USE 3D 
MODELING NOW AND TIES IT TO AN ASSET 
OR TO A PRODUCT AND USE IT ANYWHERE 
IN THE DYNAMICS PLATFORM STACK. 
IT TAKES VERY, VERY LITTLE WORK 
TO GET DONE. OKAY. EASY. THANK YOU, 
SIR. >> THANK YOU. OKAY. SO THAT 
WAS SCHEDULING. AND THEN 3D MODELS 
AND THE LAST AREA WE WANT TO TALK 
ABOUT A LITTLE BIT IS IOT CORE ENHANCEMENTS 
AND DO A LITTLE DEMO. OKAY. SO ONE 
OF THE THINGS THAT WE HAVE HAD THE 
PIECES THERE FOR A LONG TIME. I 
KNOW IN TALKING TO CUSTOMERS AND 
PARTNERS AND SO FORTH, ONE OF THE 
THINGS THAT WE, I THINK WE NEED 
TO DO A BETTER JOB AT IS DRAWING 
THE WHOLE END-TO-END PICTURE OF 
THE VALUE AND USE OF IOT. WE PUT 
TOGETHER THIS GRAPHIC TO BASICALLY 
COVER WHAT WE CALL CONNECTED SERVICE. 
AND SO THINK ABOUT THREE DIFFERENT 
MOTIONS ALONG THE TOP. THINK ABOUT 
REMOTE SERVICE. A LOT OF TIMES WE 
CALL THAT CUSTOMER SERVICE OR CALL 
CENTER OR WHATEVER, BUT JUST THINK 
ABOUT THE PEOPLE WHO SERVE CUSTOMERS 
WHO ARE NOT DISPATCHING OUT TO THEIR 
SITES, RIGHT? SO A LOT OF TIMES 
YOU'LL USE THE CUSTOMER SERVICE 
MODULE AND USE CASES AND SO FORTH, 
BUT HAVING ADDITIONAL INSIGHT INTO 
WHAT IS HAPPENING NOT ONLY THE SERVICE 
HISTORY BUT THEN THE OBSERVATIONAL 
DATA FROM THE DEVICE THAT'S BEING 
SERVICED OR THE DEVICE IN QUESTION, 
THAT'S ALL VERY INTERESTING FOR 
SOMEBODY WHO IS OFFERING REMOTE 
SERVICE. WE KNOW WHAT THE ASSET 
IS; WE KNOW WHAT THE SERVICE HISTORY 
IS; YOU CAN SEE WHAT IS GOING ON 
WITH IT NOW OR OVER THE LAST LITTLE 
TIME PERIOD. THAT'S THAT REMOTE 
PIECE OF IT. SOMETIMES I THINK WE 
UNDERESTIMATE THE POWER OF THAT 
ONE. AND THEN BEING ABLE TO RESOLVE 
SITUATIONS REMOTELY. WE'LL TALK 
ABOUT THAT IN THE DEMO A LITTLE 
BIT. THEN THERE'S SERVICE DELIVERY, 
WHEN WE ARE ACTUALLY GETTING READY, 
WE NEED TO FIND THE WORK, SCHEDULE 
IT AND SO FORTH. EVEN IN THAT CONTEXT 
IT IS HELPFUL TO HAVE INFORMATION 
COMING FROM THE DEVICE. THERE'S 
A HIGHER PREDICTABILITY IN TERMS 
OF THE SERVICE THAT ACTUALLY NEEDS 
TO BE DONE. YOU ARE NOT GOING OUT 
BLIND BASED ON A PHONE CALL THAT 
HEY, SOMETHING IS NOT WORKING, RIGHT? 
BEING ABLE TO SELECT THE RIGHT INCIDENT 
TYPE AND WE HAVE A BETTER CHANCE 
OF MATCHING WITH THE TECHNICIAN 
AND SO FORTH. THEY MAY HAVE BETTER 
LINE OF SIGHT SO PARTS WE NEED TO 
SERVICE IT, SO FORTH. WE THINK ABOUT 
THE ON SITE TECHNICIAN. EVEN WHEN 
YOU ARE STANDING IN FRONT OF A DEVICE 
IT IS NOT ALWAYS OBVIOUS WHAT IS 
GOING ON UNLESS YOU START CONNECTING 
UP, HOOKING UP. THE FACT THAT WE 
ACTUALLY HAVE THE DATA STREAM COMING 
FROM THE DEVICE THROUGH THE CLAWED 
THAT CAN BE THERE ON THE TECHNICIAN'S 
MOBILE DEVICE, MAKE THAT ALL AVAILABLE 
AND VISIBLE. THAT IS AGAIN PART 
OF THE VALUE OF THAT EQUATION. AND 
THEN THE OTHER THING TO THINK ABOUT 
TOO AND BEN JUST TALKED ABOUT THE 
REMOTE ASSIST PIECEB BUT QUITE COMMONLY 
THAT REMOTE ASSIST CONVERSATION 
WOULD BE WITH SOMEBODY WHO IS ON 
SIGHT HAVING THAT CONVERSATION WITH 
SOMEBODY WHO ADVERTISE DOING REMOTE 
SERVICE AND SO THAT COULD BE THAT 
TIER TWO OR TIER THREE EXPERT WHO 
IN SOME CASE IS TALKING TO CUSTOMERS 
BUT ALSO MAY BE DIAGNOSING SITUATIONS 
BUT ALSO ARE AVAILABLE FOR DOING 
REMOTE ASSISTANCE. IF YOU THINK 
ABOUT IT, THERE'S A LOT OF CONNECTIONS 
THAT HAPPEN HERE THAT WE HAVE A 
LOT OF THE PIECES AND SOMETIMES 
I THINK WE DON'T COMMUNICATE WELL 
HOW THAT REALLY ALL COMES TOGETHER 
TO HELP THAT END-TO-END SERVICE 
MOTION. >> [INAUDIBLE . ] >> THE 
LARGEST VOLUME OF CALLS IN THE CALL 
CENTER WERE FROM THE TECHNICIANS. 
ONE OF THE CUSTOMERS WE DID A SURVEY, 
9 MILLION CALLS A YEAR COME INTO 
THE CALL CENTER FROM NUMBERS THEY 
OWN. ANOTHER CUSTOMER WE DID SOME 
WORK WITH, 80 PERCENT OF THE CALLS 
WERE FROM THEIR OWN TECHNICIANS. 
SO I THINK WHAT KYLE IS TRYING TO 
SAY HERE AND I AGREE WITH HIM 100 
PERCENT, YOU CAN'T THINK OF FIELD 
SERVICES IS ONLY BE IN THE CON CONTEXT 
OF FIELD SERVICES, YOU HAVE TO THINK 
IN THE CONTEXT OF OTHER SERVICES 
THAT FEED INTO FIELD SERVICES, AND 
VICE VERSA. >> AND EVEN THOUGH WE 
HAVE THE APPLICATIONS THAT WE CALL 
A CUSTOMER SERVICE, FIELD SERVICE, 
AND SO FORTH, A LOT OF THAT TIME, 
AS BEN POINTS OUT THERE IS A BLURRED 
LINE, A END-TO-END CONTINUUM OF 
SERVICE. THINKING ABOUT THE CONNECTED 
VERSIONS OF THOSE, I THINK, HAS 
A LOT OF POWER. SO LET'S TAKE A 
LOOK AT AN ACTUAL SCENARIO IN MOTION 
HERE. SO WHAT I HAVE CONNECTED UP 
HERE, I HAVE CONNECTED UP A LITTLE 
MX CHIP DEVICE. ANYBODY HERE HAVE 
AN MX CHIP? OKAY. ALL RIGHT. SO 
WHATEVER, FEVER LEAVE HOME WITHOUT 
THEM, EXCEPT FOR MY FAMILY, WHEN 
I LEAVE HOME WITH ONE IT'S EMBARRASSING 
FOR ALL OF THEM. [LAUGHTER] >> THAT 
ASIDE, I HAVE THIS CONNECTED UP. 
WHAT I DID, I CONNECTED IT UP TO 
IOT CENTRAL. WHAT IS THE PHYSICAL 
LATER WITH IOT CENTRAL? ANYBODY 
BEEN ON? IF YOU HAVEN'T, I HIGHLY 
ENCOURAGE THIS. THIS IS IOT FOR 
MERE MORTALS, EVEN PROGRAM MANAGERS 
CAN USE IOT USING IOT CENTRAL. I 
GET THIS DEVICE AND THIS IS A SAAS, 
SERVICE AS AN SERVICE OFFERING, 
TO GET VALUE FROM CONNECTED DEVICES. 
I LET THIS THING RUN FOR AWHILE. 
YOU CAN SEE THAT THERE'S A COUPLE 
OF MEASURES THAT I'M SHOWING HERE. 
ONE IS TEMPERATURE. YOU CAN SEE 
THAT THERE HAVE BEEN SOME SPIKE-UPS, 
FLUCTUATION IN TEMPERATURES. >> 
I WAS TALKING THERE, WASN'T I? >> 
THERE WAS A RUSH OF HOT AIR. WE 
ARE NOT SURE OF THE SOURCE OF IT. 
IT IS DEFINITELY WORTH INVESTIGATING. 
YOU CAN SEE FLUCTUATION IN TEMPERATURE. 
THIS IS A MEASURE OF VIBRATION. 
THERE ARE INTERESTING THINGS HAPPENING 
HERE. THESE THINGS OCCUR WHEN I 
PICK UP THIS THING AND MONKEY WITH 
IT AND TURN IT UPSIDE DOWN AND SO 
FORTH. THAT ACTUALLY DRIVES SOME 
OF THE, LIKE THESE VIBRATION MEASUREMENTS 
THAT COME INTO THE SYSTEM. THESE 
ARE ALL HAPPENING HERE IN IOT CENTRAL. 
I'M MANAGING THIS. I HAVE A BUNCH 
OF INFORMATION. SO IF I WANT TO 
KNOW A LITTLE BIT MORE ABOUT THAT 
ASSET, I HAVE A WHOLE DASHBOARD 
OF FUNCTIONALITY THAT I CAN LOOK 
AT HERE IN IOT CENTRAL. ONE OF THE 
VERY INTERESTING THINGS IS, I CAN 
ACTUALLY SET RULES. AGAIN NO CODE. 
THIS IS JUST THE ABILITY TO USE 
A BUILDER EXPERIENCE TO SAY I'M 
GOING TO SET SOME THRESHOLDS. IF 
TECH TOUR EXCEEDS THIS, I WOULD 
LIKE TO DO SOMETHING ABOUT THAT, 
I WOULD LIKE TO TAKE SOME ACTION. 
SAME THING WITH EXCESS VIE BLAGS, 
VIBRATIONS BELOW A CERTAIN LEVEL 
IN THIS CASE, THIS IS THE Z AXIS, 
I WANT TO DO SOMETHING WITH THAT 
AS WELL. WHAT I WANT TO DO IN THIS 
SITUATION I CAN ACTUALLY LEVERAGE 
MICROSOFT FLOW. THE TEAM IS EXPOSED 
AN ACTION TO BE ABLE TO TRIGGER 
FLOW. SO WE'VE GOT THIS FLOW ACTION 
THAT IS DEFINED. IF I CLICK ON THIS 
I WILL BE, IT WILL TAKE ME TO FLOW 
AND I CAN SEE WHAT THAT ACTION IS 
THAT I'VE ACTUALLY LOOK THE UP HERE. 
THESE ARE ALL TEMPLATES AVAILABLE 
OUT OF THE BOX. IN FACT IF YOU GO 
TO THE DOCS. MICROSOFT, YOU WILL 
SEE WHAT I HAVE BEEN SHOWING YOU. 
YOU WILL BE ABLE TO DO SO SIMILARLY. 
HERE IS THE FLOW ACTION THAT IS 
FIRING. WHAT IS HAPPENING HERE IS 
ON ONE SIDE OF THIS IT IS LISTENING 
FOR THESE RULES TO KICK OFF IN IOT 
CENTRAL AND THEN THE ACTION, THAT'S 
THE TRIGGER. THEN THE ACTION THAT 
IT'S TAKING IS ACTUALLY GOING TO 
CREATE AN IOT ALERT OVER IN FIELD 
SERVICE ON THE DYNAMICS SIDE. THEN 
YOU CAN SEE THAT IT PASSES ALL THE 
RELEVANT INFORMATION FROM THAT DEVICE 
AND FROM THE ACTION ON OVER TO DYNAMICS. 
IF I JUMP OVER TO THE FIELD SERVICE 
SOLUTION HERE I CAN LOOK AT THE 
DASHBOARD. THE DASHBOARD FOR CONNECTED 
FIELD SERVICE HAS A BUNCH OF DIFFERENT 
ACTIONS, ALERTS AND SO FORTH THAT 
I CAN SEE THESE IN THE DASHBOARD 
FORM. BUT IF I TOP DOWN HERE I CAN 
START TO SEE THE ACTUAL ALERTS. 
HERE IS A TEMPERATURE ALERT. I CAN 
TAKE A LOOK AT THAT ALERT AN SEE 
ALL THE DETAILS THAT GO WITH THAT 
ALERT. AND I CAN SEE WHAT THE DEVICE 
IS AND IF I LOOK INSIDE HERE, NOW 
BEN ALWAYS LIKE TO DO THIS. HE LIKES 
TO SHOW THE FACT THAT WE BUILT THIS 
LITTLE VIEWER. SO THIS LITTLE JSON 
VIEWER HERE. THIS IS WHAT THE MESSAGE 
ACTUALLY LOOKS LIKE BUT I CAN ACTUALLY 
TOGGLE THIS AND IT WILL BREAK IT 
INTO COMPONENT PARTS AND I CAN SEE 
IN DETAIL -- WHOOPS. >> I WOULD 
JUST ADD, KYLE HAS DONE A GOOD JOB 
OF PUTTING THAT JSON VIEWER IN THERE. 
IT IS EXPOSED THROUGHOUT DYNAMICS 
365 ESPECIALLY ON THE IOT SIDE. 
FOR EXAMPLE ON THE DEVICE TWINS 
IN THE DEVICE METADATA, YOU ACTUALLY 
UPLOAD THE METADATA IN THE JSON 
IN A USER FRIENDLY WAY. HIT OP SAVE 
AND IT WILL SEND IT OUT TO THE IOT 
HUB. I LIKE WHAT THEY BUILD HERE. 
IT MAKES IT EASY FOR AN END USER 
TO UPDATE WHAT WOULD NORMALLY BE 
SQUIGGLY LINES THEY WOULD SCREW 
UP EASILY. >> THERE YOU GO. I SET 
UP THE WORKFLOW WHEN I SEE FLUCTUATIONS 
OF TEMPERATURE LIKE HOT AIR, FOR 
EXAMPLE, AND I CAN TAKE ACTION ON 
THAT. IN THIS CASE I WANT TO START 
WITH REMOTE ACTION. RATHER THAN 
SEND SOMEBODY OUT AND DETERMINE 
THAT BEN IS EMITTING HOT AIR, NOT 
SHOCKING, I WANT TO SEE IF I CAN 
SENSE THAT REMOTELY. I OPEN THE 
CASE AND SAY FOR THIS CLASS OF ALERT, 
CREATE A CASE. THAT CASE CAN BE 
ASSIGNED TO THE QUEUE, THE RIGHT 
PERSON TO ACTUALLY GO LOOK AT THIS 
AND SEE RELEVANT CASES, SEE ALL 
THE INFORMATION, SEE THE ALERT COMING 
IN. AND SO FORTH. I HAVE ALL THE 
DETAILS THAT I NEED. I DETERMINE 
HEY, THIS IS SOMETHING I CAN ACTUALLY 
RESOLVE REMOTELY. SO IN THAT CASE 
WE'VE NOW ADDED THIS NEW DIALOGUE 
THAT MAKES IT VERY EASY TO GO AHEAD 
AND SELECT A COMMAND. IN THIS CASE 
SINCE IT IS HVAC I'LL DO A DAMPER 
RESET ON IT. I TALK TO PEOPLE WHO 
KNOW HVAC AND THEY SAY THAT DAM 
PERFECTLY RESET IS SOMETHING THAT 
YOU WOULD ACTUALLY SEND AS A COMMAND. 
WHEN I SEND THAT, WHAT IS HAPPENING, 
THAT COMMAND CREATES A RECORD INSIDE 
OF DYNAMICS, BUT NOW I HAVE A FLOW 
THAT IS LOOKING FOR CREATIONS OF 
THOSE RECORDS AND LOOKING FOR THAT 
TRIGGER. WHEN IT CEASE THAT RECORD 
BEING CREATED IT PICKS THAT UP AND 
TAKES THE COMMAND AND PLAYS IT BACK 
TO IOT CENTRAL. THAT IS REVERSE. 
IT PLAYS IT BACK TO IOT CENTRAL 
AND WE WON'T TAKE TIME TO PLAY IT 
BACK NOW, BUT WE SEE THAT THE COMMAND 
ACTUALLY ENDS UP AT IOT C SO THAT'S 
ONE SITUATION. NOW, LET'S TAKE A 
LOOK AT THAT, ONE OF THE OTHER RULES 
HAD TO DO WITH THE EXCESS VIBRATION. 
SO THAT WAS A LITTLE BIT MORE SERIOUS 
ACTION. SO WHEN THAT OCCURS, AGAIN 
I SEND THAT IOT ALERT. WE CAN SEE 
THOSE IOT ALERTS IF WE GO BACK TO 
THE DAB BOARD ON THE DYNAMICS SIDE 
AND I SCROLL DOWN AND I CAN ACTUALLY 
SEE THE EXCESS VIBRATION. THESE 
THINGS WERE TRIGGERED IF I LOOK 
AT THE TIMESTAMP THAT'S WHEN I WAS 
MONKEYING AROUND, YOU CAN SEE THE 
DETAILS COMING IN HERE. THESE ARE 
TIED TO A CUSTOMER ASSET. WE HAVE 
ALL THE RIGHT CONTEXT AND SO FORTH. 
WHAT I SET WORKFLOW TO DO IN THIS 
SITUATION IS TO CREATE A WORK ORDER. 
THIS WAS A LITTLE MORE SERIOUS THAN 
THE UNKNOWN SOURCE OF HOT AIR. SO 
I MIGHT NEED TO HAVE SOMEBODY ON 
SITE TO DEAL WITH THIS VIBRATION. 
I CREATED A WORK ORDER WITH THE 
RIGHT INCIDENT TYPE AND SO FORTH. 
IF I LOOK AT THIS ASSET I CAN NOW 
SEE A HISTORY. HERE ARE RELATED 
WORK ORDERS THAT HAVE BEEN CREATED 
IN THE PAST AND SO FORTH. I CAN 
TAKE A LOOK AT THIS ONE, THE MOST 
IMMEDIATE ONE THAT WAS CREATED. 
BASED ON THE KNOWLEDGE THAT I HAVE 
OF THIS TYPE OF ALERT, I CAN ACTUALLY 
APPLY WORK ORDER TYPE, I CAN APPLY 
AN INCIDENT TYPE AND SO FORTH. NOW I 
HAVE A FIRST CLASS WORK
ORDER WITH  EVERYTHING I NEED
THAT 
WAS CREATED BASED ON WORKFLOW. OF 
COURSE, I CAN USE THE VAR YOU FUNCTIONS 
OF SCHEDULING TO SCHEDULE THIS, 
CREATE A BOOKING AND ACTUALLY SEND 
THE TECHNICIAN OUT TO RESOLVE THIS 
ISSUE. SO THIS GIVES BASICALLY AN 
END-TO-END VIEW OF THIS DEVICE, 
THE CONNECTIVITY OF THIS DEVICE 
TO IOT CENTRAL AND THEN THE ABILITY 
TO HAVE ALERTS THAT GO AND CAN BE 
SPRINKLED AND USED THROUGHOUT THE 
SERVICE MOTION. AGAIN THOSE CAN 
BE USED AS SOMETHING THAT A REMOTE 
TECHNICIAN TAKES A LOOK AT AND RESOLVES, 
IT CAN BE USED TO CORRECTLY CREATE 
A WORK ORDER THAT CAN BE USED TO 
DISPATCH THE TECHNICIAN. EVEN WHEN 
THE TECHNICIAN GETS ON SITE THEY 
CAN STILL HAVE ACCESS TO THAT ADDITIONAL 
OBSERVATIONAL DATA THAT GOES A HONK 
WITH THE DEVICE. WITH THAT A LITTLE 
BIT OF A DRILL-DOWN INTO SOME OF 
THE BENEFIT OF THINKING ABOUT THIS 
WHOLE CONNECTED SERVICE NOTION. 
SO WITH THAT, WE WILL INCLUDE YOU, 
PLEASE. FIRST OF ALL, THANK YOU 
FOR ATTENDING THE SESSION, TAKING 
TIME TO LEARN A LITTLE BIT MORE 
ABOUT CORE FIELD SERVICE FUNCTIONALITY 
AND CORE ENHANCEMENTS. ALSO IF YOU 
WOULD TAKE THE TIME TO GIVE US FEEDBACK 
FROM AN EVALUATION PERSPECTIVE. 
WITH THAT I THINK WE'VE PRESERVED 
A FEW MINUTES FOR QUESTIONS. AGAIN 
THANK YOU FOR COMING. (APPLAUSE. 
) >> ALL RIGHT! ANY QUESTIONS? YES? 
>> [INDISCERNIBLE] >> YEAH. YOU'RE 
TALKING ABOUT THE TRAVEL TIME UPDATE? 
>> ADDING TRAVEL CHARGES TO WORK 
ORDERS IN YOUR TRAVEL. >> I THINK 
IT WAS TRAVEL TIME CHANGES. >> [INDISCERNIBLE] 
>> OKAY, YEAH. I THINK IT WAS JUST 
REFERENCE TO TRAVEL TIME CHANGES. 
THAT SET OF CHARGES. >> IT WAS IN 
THE MAY UPDATE. >> LET'S TAKE A 
LOOK AND GO BACK TO THE RECORD HERE. 
>> IT DOES SAY CHARGES. >> [INDISCERNIBLE] 
>> OH. HMM. I AM GOING TO BLAME 
DAVE. [LAUGHTER] >> HE DOES, ACTUALLY 
DOES HAVE HOW TO ADD TRAVEL TIME 
CHARGES TO THE WORK ORDER. >> OH, 
SORRY, OKAY. YEAH, YEAH. >> KYLE 
IS TALKING ABOUT ADDING TRAVEL TIME 
IN THE WORK ORDER. HE'S TALKING 
ABOUT HOW DO YOU ADD THE TRAVEL 
TIME TO THE WORK ORDER AS A LINE 
ITEM. >> IT TACIT OUT. >> WHEN THAT 
COMES OUT, IT IS TAKING 24 HOURS 
OR SOMETHING TO BE PUBLISHED. WHEN 
THAT COMES OUT -- >> >> THAT'S A 
GOOD CATCH. THANK YOU FOR CATCHING 
THAT. YOU CAN ADD VARIOUS SERVICE 
ITEMS ON TO THE WORK ORDER. AND 
AS YOU ADD THOSE SERVICE ITEMS THEY 
HAVE A COST AND ALSO A BILLING COMPONENT 
TO THEM. THIS IS BASICALLY SAYING 
OKAY, IF YOU NEED TO CHARGE FOR 
TRAVEL OR SOMETHING LIKE THAT YOU 
CAN ADD A WORK LINE ON THE -- LINE 
ON TO THE WORK ORDER. AND CERTAIN 
TIMES ONLY THE TEG INITIAL WILL 
KNOW OF CERTAIN CHARGES THAT NEED 
TO BE ADDED UNDER THE WORG ORDER. 
THIS IS A MEANS OF CAPTURING THAT. 
THAT FLOWS OVER TO INVOICING. GOOD 
CATCH. OTHER QUESTIONS? YES? KEEP 
US HONEST ON THIS SIDE AND WE'LL 
GO TO. [INDISCERNIBLE] AFTER THAT. 
GO AHEAD AND THEN WE'LL DO THIS. 
YEAH? >> >> YEAH. SO YOU ARE TALKING 
ABOUT THINGS WE ARE GOING TO DO 
FOR FIELD SERVICE MOBILE TO EASE 
DEPLOYMENT? >> FIELD MOBILE OR THE 
FIELD SERVICE APP AND ON THE PLATFORM? 
>> >> OKAY, YES. SO ONE OF THE THINGS 
THAT WE ARE DOING A COUPLE THINGS. 
ONE OF THE THINGS YOU'VE SEEN THAT 
WE'VE UPDATED THE APP AND WE WILL 
KEEP THAT CURRENT WITH THE RESCO 
VERSION AND THE RESCO TECHNOLOGY. 
WE ARE TAKING THE WOODFORDS PIECE 
THAT YOU HAVE TO DO SEPARATELY, 
THAT WILL COME WITH THE FIELD SERVICE 
SOLUTION. IT IS EMBEDDED. IT WILL 
BE THE MOBILE APP EXPERIENCE, IT 
WILL LOOK FAMILIAR, OF COURSE, BUT 
YOU DON'T HAVE TO GO DO THAT SEPARATE 
ADD ON. >> AND. [INDISCERNIBLE] 
WILL BE MORE STREAMLINED. >> EXACTLY. 
WE MADE IT EASIER TO DO THE LICENSING 
ACQUISITION AND YOU CAN SIMPLY DESIGNATE 
A RESOURCE FOR USE IN MOBILE. YOU 
SET THAT ON THE RESOURCE. THERE'S 
JUST A FLAG YOU SET TO BE ABLE FOR 
THAT RESOURCE TO HAVE ACCESS TO 
MOBILE. >> >> YEAH, WE HAVE ALREADY 
UPDATED THE APP, THE LICENSING PIECE 
IS ALREADY IN THERE. THE NEXT FEW 
WEEKS WE WILL HAVE THE DEPLOYMENT 
PIECE IN THE SOLUTION AS WELL. SO 
WE SHOULD HAVE THAT IN, IF YOU'VE 
GOT A DEPLOYMENT THAT IS OUT IN 
TWO TO THREE MONTHS, THE DEPLOYMENT 
PIECE WILL BE THERE FOR YOU. YEAH, 
GREAT QUESTIONS. YES? ERIC? >> IS 
THE QUICK SCHEDULER TIED TO A SPECIFIC 
ROLE? >> THAT'S A GOOD QUESTION. 
THE QUESTION IS, IS THE QUICK SCHEDULING, 
CAN YOU TOGGLE THAT ON OR OFF BY 
ROLE? THE PRIMARY WAY THAT WE ENABLE 
THAT IS ON ENTITY. SO IT IS LIKE, 
I JUST ENABLED IT FOR WORK ORDER. 
IF YOU SET IT FOR WORK ORDER THAT 
IS GOING TO BE THE DEFAULT. THE 
THING IS IF YOU SET QUICK SCHEDULING 
YOU CAN ALWAYS CLICK TO GO TO THE, 
YOU CAN ALWAYS CLICK TO GO TO THE 
SCHEDULE ASSISTANT IF YOU WANTED 
TO. THE OTHER THING TOO, IF YOU 
NEEDED TO EXPOSE BOTH EXPERIENCES, 
YOU GUYS PUT ANOTHER ACTION ON THERE 
THAT WOULD BE THE SCHEDULE ASSISTANT 
BOOK VERSUS THE DEFAULT BOOK THAT 
WE PUT ON THE ENTITY. >> OR YOU 
COULD ALSO DISABLE AN INDIVIDUAL 
FROM BEING QUICK SCHEDULED VIA A 
RESOURCE REQUIREMENT THAT WOULD 
THEN DISABLE THAT USER FOR NOT BEING 
ABLE TO MEET THAT REQUIREMENT. >> 
YEAH, AWESOME QUESTION. ANY OTHER 
QUESTIONS? YES? >> YOU MENTIONED 
TIE METRICS AND EXPENSES? >> WITH 
TIME ENTRIES, THE HIGHEST PRIORITY 
BECAUSE THAT'S WHAT WE HEAR -- SORRY, 
THE QUESTION IS, WE ARE MAKING INVESTMENTS 
TO ENABLE TIME ENTRIES AGAINST A 
WORK ORDER, ARE WE ALSO DOING EXPENSES? 
WE ARE STARTING WITH TIME ENTRIES. 
WE FEEL THERE IS MOST DEMAND THERE. 
DO YOU SEE DEMAND FOR EXPENSES? 
YEAH, ONE OF THE CHALLENGES WITH 
EXPENSES, ONE OF THE REASONS WE 
SEQUENCED THAT FURTHER OUT IS THAT 
IF YOU -- THERE'S TWO DIFFERENT 
THOUGHTS AROUND EXPENSES. ONE IS 
TO TRY TO HAVE AN APPROPRIATE COST 
REPRESENTATION ON THE WORK ORDER 
AND THEN THE OTHER MOTION IS TO 
ACTUALLY CAPTURE THE SET OF INFORMATION 
NEEDED TO REIMBURSE EMPLOYEES. SO 
WHAT WE'VE FOUND IN A LOT OF CASES 
IS THAT YOU ACTUALLY, IN ORDER TO 
DO THE REIMBURSEMENT OF EMPLOYEES, 
KIND OF THE SIMPLE EXPENSE FUNCTIONALITY 
WE EXPOSED IN PSA ISN'T SUFFICIENT 
FOR YOU TO CAPTURE ENOUGH INFORMATION 
FOR YOU TO GO REIMBURSE EMPLOYEES. 
IT SEEMS LIKE IN A LOT OF CASES 
IT IS ACTUALLY GOING TO BE BETTER 
TO COME FROM YOUR EXPENSE CAPTURE 
EXPERIENCE AND TIE IT TO A WORK 
ORDER. IT WILL BE MORE ACCURATE. 
BUT IF THERE ARE SCENARIOS WHERE 
THAT MORE SIMPLE EXPENSE EXPERIENCE 
WOULD BE USEFUL, THAT WOULD BE GOOD 
FEEDBACK FOR US. SO THAT WE WOULD 
LIKE TO HEAR THAT. YES? I. >> YOU 
MAY HAVE ALREADY RESOLVED THIS. 
USING CONTACT IS THE BEST WAY FOR 
WORK ORDER? >> SO THE QUESTION IS, 
CAN YOU USE SIMPLY A CONTACT AS 
TIEING A WORK ORDER SIMPLY TO CONTACT? 
AT THIS POINT WE HAVEN'T ENABLED 
THAT. WORK ORDERS TIE UP TO ACCOUNT. 
OF COURSE, YOU CAN JUST CREATE A 
SINGLE ACCOUNT WITH A SINGLE CONTACT 
TO DO THAT. IT ALL TIES UP TO ACCOUNT. 
THERE ARE A FEW CHALLENGES WITH 
TRYING TO ENABLE THAT FOR CONTACT 
THAT WE HAVEN'T WORKED THROUGH YET. 
IT SOUND LIKE DO YOU HAVE SCENARIOS 
WHERE YOU CAN'T USE ACCOUNT? >> 
LARGE . >> RIGHT, RIGHT. >> COMMERCIAL 
SIDE OF BUSINESS IS GREAT. >> WE 
CAN TALK OFFLINE. WE RUN ACROSS 
THIS, MY TEAM RUNS INTO THIS QUITE 
OFTEN. WE HAVE WORK-AROUNDS, SOME 
WAYS OF HANDLING THIS. WE MIGHT 
CREATE THE CONTACT AS A CONTACT 
AND WE GO OUT AND ACCOUNT AN ACCOUNT 
RECORD USING WORKFLOW. THERE ARE 
WAYS THAT WE DO IT. FOR EXAMPLE, 
A LOT OF TIMES IF YOU ARE TALKING 
ABOUT A HOUSE, WE M CREATE A RESIDENCE 
RECORD THAT IS IRRESPECTIVE OF THE 
PERSON LIVING IN THE HOUSE. YOU 
HAVE A HOUSEHOLD RECORD. THERE ARE 
OTHER WAYS OF DOING IT THAT ARE 
NOT AS CLEAN AS I PROBABLY LIKE, 
BUT THERE ARE WAYS TO MAKE IT HAPPEN 
FOR THOSE SCENARIOS. >> >> THIS 
HE WERE FORCED TO DO RECORDS FOR 
CONTACTS. >> WE ARE PAINFULLY AWARE 
OF IT. IT IS, WE HAVE SOME WORK 
AROUNDS BEING DEVELOPED THAT MIGHT 
HELP CUSTOMERS THERE. >> THANK YOU 
FOR THE QUESTION. >> >> I GUESS 
IT IS. WE'VE HAD IT AS A LOWER PRIORITY. 
RELATIVE TO OTHER THINGS THAT SEEM 
TO BE MORE URGENT FOR CUSTOMERS. 
I GUESS I WOULDN'T SET THE EXPECTATION 
THAT IT IS COMING ANY TIME SOON 
BECAUSE JUST OF WE THINK THERE ARE 
OTHER THINGS THAT WILL HAVE MORE 
CUSTOMER IMPACT THAN THAT. YEAH. 
OTHER QUESTIONS? YES? >> >> ABSOLUTELY! 
GREAT SEGUE. >> YOU WERE PAYING 
ATTENTION YESTERDAY, DAVE. >> YOU 
EARNED YOUR TEN DOLLARS TODAY. I 
MEAN, THAT'S SOMETHING I'M PRETTY 
SURE THAT'S IN THE IDEAS LIST. GO 
TO EXPERIENCE DYNAMICS OR IDEAS. 
DYNAMICS AND ABSOLUTELY FLOAT THAT 
ONE UP. THAT GETS IT IN EVERYONE'S 
FACE A LITTLE MORE. GOOD CALL. THE 
QUESTION WAS, SO FOR THINGS THAT 
ARE IN BACKLOG THAT WE HAVE AS A 
LOWER PRIORITY IF YOU WOULD LIKE 
TO AFFECT THAT, GO TO IDEAS AND 
FIND THAT ONE. I THINK THAT IS PROBABLY 
FIRST IN THE LIST, VOTE THAT ONE 
UP. THAT'S A WAY OF HELPING US TO 
HAVE A LITTLE BIT MORE QUANTITATIVE 
FEEL FOR PRIORITIZATION. GOOD CALL. 
OKAY! OTHER QUESTIONS? >> WE ARE 
AT TIME. >> WE ARE AT TIME? >> WE 
WILL BE AROUND FOR A LITTLE BIT 
TO ANSWER QUESTIONS. THANK YOU ALL 
FOR COMING. APPRECIATE IT. >> THANKS 
