Customer Engagement & Dynamics CRM Forum

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  • 1.  CRM Project Service

    Posted Jun 18, 2019 10:31 AM
    My Company is looking to implement a project service software. Since we already pay for it i figured CRM's Project Service Automation would be perfect. 

    However since I have no experience in how it really works so i cant give them a good demo. Would anybody care to inform me on how they use it? what customization do they have? etc... 


    Jonathan O'Brien
    AY McDonald

  • 2.  RE: CRM Project Service

    Posted Jun 19, 2019 08:54 AM
    PSA has its uses, but it also has some issues.  Microsoft has identified many of the issues and is actually working on some MAJOR changes to come out next year.

    At this time, and this is my personal opinion, I would not recommend a new implementation of PSA.

    Chris Harrington
    Solutions Architect
    PowerObjects, an HCL Company

  • 3.  RE: CRM Project Service

    Posted Jun 19, 2019 10:41 AM
    Hi Jonathan

    There is a new version coming out. You can read a little more about it in links below:

    I agree with the other comment. I would absolutely wait until this release to learn it and demo it.


    Carla Miller, MBA

    Carla Miller
    Sr. Account Executive
    Sikich, LLP
    Marlborough MA

  • 4.  RE: CRM Project Service

    Posted Jun 19, 2019 12:50 PM

    We just implemented a new PSA implementation on June 1. We have found some issues and are working through them. Many of the issues relate to the difference between this new implementation and the one that we had been using for 2+ years that had many customizations.
    To answer your original question our customizations include:
    • Adding views and dashboards to get us the view of the data that we need
    • An integration with Azure Dev Ops so project tasks and status synchronize between the two systems. This lets us manage our project tasks in the ADO sprint boards but still have the data in PSA
    • Reports in Power BI to help us see information about the current sprint and for billing purposes

    We are not quite 3 weeks into this effort and so far most of my complaints are along the lines of "the old system did X and I can't do it in the new system" but there are some things that were pain points that have mostly gone away such as entering time entries and seeing a view of all my assigned tasks.
    This is an implementation that we have built for our business needs and like all such systems if you can get PSA with some customizations to work for you then you will be pleased. If you have to change the system too much or have to change business processes to work the way the system does you may face too much resistance from your users to have a successful implementation.

    Scott Golightly
    Senior Developer
    Draper UT

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