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Overview of the service to cash end-to-end process flow and its relationship to other processes

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Applies to: Dynamics 365 Field Service, Dynamics 365 Customer Service, Dynamics 365 Remote Assist Dynamics 365 Guides, Dynamics 365 Connected Spaces

This article describes the service to cash end-to-end business process flow and its relationship to other business processes that can be used within Microsoft business applications.

Service to cash process relationship

The following diagram shows the relationship of other processes to the service to cash process. Each solid gray rectangle on the diagram represents an end-to-end business process. The solid blue rectangle represents the business process area. The diagram shows the subprocesses for the business process area. The arrows on the diagram show the flow of the business process in an organization. If a subprocess can lead to more than one other subprocess, the parallel subprocesses are shown as branches.

forecast to plan process relationship diagram.

There are several processes that are often prerequisites to the service to cash process, including:

  • Concept to market

    When service to cash processes require consumption of services, the concept to market process is a perquisite process. This way, the services are available to be consumed during the service to cash process.

  • Inventory to deliver

    Many service to cash process scenarios require the consumption of on-hand inventory that must be available in warehouses for access by service personnel.

  • Procure to pay

    When you use Dynamics 365 to manage your procurement process, the service to cash process may require the procurement of inventory to be used in service delivery. 

  • Case to resolution

    Often service requests are initiated through a customer service process before creating a work order and beginning the service to cash process.

  • Project to profit processes

    Sometimes service requests are generated through a project to profit process when they're part of a larger ongoing project operation.

The second column in the diagram displays the business process areas of the service to cash process.

The business process areas are:

  • Establish servicing policies and procedures

  • Create and manage service resources

  • Create and manage service accounts

  • Manage assets

  • Create work orders

  • Schedule work orders

  • Perform service work

  • Review and close work orders

  • Analyze service operations

Learn more at Service to cash business process areas overview.

The third column in the diagram displays the downstream business processes.

  • Concept to market

    When service delivery involves the use of new services, you may have to invoke the concept to market process as a downstream process to make sure the new items become part of the catalog.

  • Inventory to deliver

    When the inventory is unavailable at a warehouse to complete the service delivery, the inventory to deliver process may be used to make the inventory accessible to the service delivery personnel.

  • Order to cash

    In some business operations, more service needs are discovered during service delivery, which may lead to an order to cash process.

  • Source to pay

    When inventory items are needed for the completion of a service, and aren't currently available in stock, the source to pay process may need to be invoked to acquire the inventory.

  • Case to resolution

    when the service to cash was initiated through a customer service process, the case to resolution process may be invoked again once the service work is complete.

  • Project to profit

    When a work order is completes in the service to cash process, it may be used to update projects I the project to profit process.

  • Record to report

    Analyzing service operations often leads to the record to report process.

There are product specific capabilities that interact with the service to cash process including, but not limited to, the following list:

  • Dynamics 365 Resource schedule optimization

    When the volume of scheduling work orders becomes too great, the optional resource scheduling optimization solution for Dynamics 365 Field Service can help to automate those processes. The same applies if the number of parameters for choosing the best resource and time slots is too complex.

  • Dynamics 365 Remote assist

    The remote assist solution, used with Dynamics 365 field service, allows for remote experts to provide guidance to frontline workers without needing to be physically onsite.

  • Dynamics 365 guides

    The Dynamics 365 guides application can empower frontline workers with holographic guidance and real-time collaboration.

  • Dynamics 365 Supply Chain Management: Includes asset management and service management capabilities, and better together benefits when integrated Dynamics 365 Field Service

Service to cash business process flow

The following diagram shows the high-level flow of the service to cash business process. Each solid rectangle on the diagram represents an end-to-end business process area. The diagram shows the subprocesses for the end-to-end business process in this article. The arrows on the diagram show the flow of the business process in a typical organization. If a subprocess can lead to more than one other subprocess, the parallel subprocesses are shown as branches.

end-to-end process flow diagram

The following steps are illustrated in the service to cash end-to-end business process flow diagram.

  1. Establish servicing policies and procedures

  2. Create and manager service resources

  3. Create and manage service accounts

  4. Manage asset

  5. Create work orders

  6. Schedule work orders

  7. Perform service work

  8. Review and close work order

  9. Analyze Service Operations

Next steps

If you want to implement Dynamics 365 solutions to assist with your service to cash business processes, use the following resources and steps to learn more.

  1. Define the goals and objectives of implementing a service to cash technology solution. Learn more at Implementation strategy. 

  2. Define the business process scope of your project. Learn more at Process-focused solution. 

  3. Request a demo or get a free trial of Dynamics 365 solutions for the service to cash process. Learn more at Request a demo. 

  4. Get an overview of each end-to-end business process area at Service to cash business process areas overview.

Use the following resources to learn more about the service to cash process in Dynamics 365.