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Dynamics 365 for
Field Service

Resolve service issues the
first time,
 every time

Turn service calls into a strategic advantage with Dynamics 365 for Field Service. It provides everything your teams need—from optimized scheduling to predictive maintenance.

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Get super-charged scheduling

 

Fit in more appointments a day—to make the most of your employee workloads, mileage, and more—with optimized scheduling tools.

  • Improve first-time fix rates by dispatching the right technician.

  • Reallocate your resources quickly as new work orders come in.

  • Simplify dispatching with map views and visualizations.

Boost productivity and shorten call lifecycle

 

Give your technicians what they need—in native mobile apps for iOS, Android, and Windows—to offer great field service.

  • Provide real-time customer information and guidance.

  • Enable technicians to use barcode, RFID, and credit card readers.

  • Process work orders, including signature collection, remotely.

Increase revenue with better customer experience

 

Go from a traditional break-fix repair model to a more profitable, never-fail service model with built-in data collection, analysis, and alerts. 

  • Connect any asset easily to the Microsoft Azure IoT Hub.

  • Get remote monitoring and predictive maintenance.

  • Automate remote fixes to minimize technician visits.

Dynamics 365 Field Service Capabilities

Deliver Service Proactively

Prevent service calls by remotely detecting and resolving issues before they become a problem using Internet of Things (IoT) sensors.

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

Get a 360-degree view of customer assets, with combined capabilities across Dynamics 365 Supply Chain Management and Field Service, and define service-level agreements to help you meet—and exceed—expectations.

Provide predictable service that increases customer satisfaction while communicating proactively with customers through automated voice and text appointment reminders.

Gain customer insights by automatically sending personalized surveys after field service calls using Microsoft Power Automate, and improve proactive service with AI-based suggestions for IoT alert actions and for incident type selection on work orders.

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Schedule Resources Intelligently

Dispatch the right technician at the right time with the right experience using AI-enabled scheduling recommendations and manual, semi-automated, or fully automated scheduling.

 

Seamlessly triage calls and dispatch technicians by combining Field Service with Dynamics 365 Customer Service to ensure a unified workflow while reducing operational costs.

 

Better manage resource assignments by using a drag-and-drop scheduling board and interactive map to schedule the nearest and most available technicians.

 

Optimize technician resources with automatic scheduling that minimizes travel time and maximizes utilization while responding to delays, cancellations, and urgent work.

 

Effectively manage asset history to keep technicians up to date, or connect to Dynamics 365 Finance and Dynamics 365 Supply Chain Management to synchronize data down to the truck level.

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Ensure A First-time Fix

Give technicians access to in-context help using Dynamics 365 Guides and other mixed-reality tools that provide immersive, step-by-step procedures they can use while conducting maintenance.
 

Provide additional expertise to newer technicians through Dynamics 365 Remote Assist video calls, allowing more experienced technicians to consult in real time.

Continue to track all service activity, even when offline, including accessing work orders, customer data, and asset information.

Empower technicians in the field to manage work orders and appointment schedules, access turn-by-turn directions and customer data, and capture photos, videos, and voice notes with the mobile app.

Let bots help technicians locate customer and product information using Guides in the field.