User Instructions: Create Work Order from Call Center

This guide will walk you through the steps to create a work order from the Call Center list in Microsoft Dynamics 365 Business Central.

Step 1 : Navigate to the Call Center

Go to the Call Center section. You can do this by selecting it from the menu or using the search bar to find it.

Step 2 : Search for an Customer

In the Call Center list, use the search field at the top of the page to type what you are looking for. For example, enter the name or keyword related to the Customer you want.

Step 3 : Open the details

Once you’ve located the Customer in the list, click on it to view its details. This will open the Call Center Card page.

Step 4 : Select equipment from the list

In the Call Center Card page, find the list of equipment associated with the selected item. Scroll through the list and select the equipment you want to work with.

Step 5 : Create a work order

Click the Create Work Order button. This action will bring up a confirmation prompt.

Step 6 : Confirm the creation

When the confirmation message appears, click Yes to proceed.

Step 7 : Fill in the work order details

The Work Order Card page will open. Here’s what you need to do:

Confirm Service Type : Verify the Service Type has populated. If no Service Type shows, one must be selected. in the Service Description field (e.g., “Unit will not start”).
Describe the issue : Enter a brief description of the issue or request.
Set the branch location : Fill in the Branch field (e.g., enter the branch location or code).
Review additional fields : Focus on any remaining fields, such as Salesperson Code or Department , to ensure information is accurate.

Step 8 : Cancel if needed

If you decide not to proceed, you can cancel the work order by clicking Cancel at the bottom of the page.

Step 9 : Close the page

When you are finished, the Work Order Card page will close automatically.

You have now successfully created (or canceled) a work order from the Call Center list! If you need further assistance, consult your support team or user manual.