Dynamics 365 Field Service

Deliver exceptional service... Move from reactive to proactive to predictive service using data insights and connected experiences.

Personalize customer experiences

Engage with your customers; Meet customer expectations with on-time scheduling and technician location information.

Provide post-engagement surveys;  Gain customer insights with automated, personalized customer surveys after completing field service calls using Dynamics 365 Customer Voice.

Offer self-service scheduling;  Provide self-scheduling options for the convenience of your customers.

Increase worker productivity

Give technicians access to in-context help; Use Field Service to capture asset information through inspections, and get real-time remote expert support via Dynamics 365 Remote Assist and other mixed-reality tools.

Resolve cases faster with remote collaboration; Consult with experts in real time to solve problems faster and perform remote inspections with Dynamics 365 Remote Assist.

Streamline tasks through a mobile-optimized experience; Use the Field Service mobile app to track service activity—including offline access to bookings, work orders, and assets—and respond to Internet of Things (IoT) alerts and commands in the field.

Enable technicians in the field;  Manage work orders and appointment schedules, access customer data and maps, and capture photos, videos, and voice notes with the mobile app.

Enhance technician productivity; Use knowledge base articles to increase first-time-fix rates.

Optimize service operations

Dispatch the right technician; Use AI-enabled scheduling recommendations and manual, semi-automated, or fully automated scheduling to choose the right technician at the right time.

Better manage resource assignments; Use the drag-and-drop schedule board and interactive map to assign the nearest available technician.

Automate scheduling; Minimize travel time and maximize utilization while responding to delays, cancellations, and urgent work by using the built-in schedule board optimization.

Optimize service and resources; Use the rich insights dashboards to help service managers analyze opportunities to increase first-time-fix rates.

Cost-effectively assign work; Assign work to the right resource based on trade, and control costs through “not to exceed” values on work orders.

Deliver proactive service

Avoid service calls; Remotely detect and proactively resolve issues before customers are aware using Internet of Things (IoT) sensors.

Transform your business; Turn your cost center into a profit center by moving from a scheduled services model to just-in-time predictive maintenance triggered by IoT data.

Get a 360-degree view of customer assets; Exceed expectations with the combined capabilities across Dynamics 365 Supply Chain Management and Field Service, including asset hierarchy, locations, and service-level agreements.

Effectively manage asset history; Ensure that technicians have the latest asset data, synchronized across Dynamics 365 Finance and Supply Chain Management, to improve service accuracy.



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