Overview


Microsoft Dynamics 365 for Field Service

Innovate with proactive service

Deliver a seamless, end-to-end service experience with Dynamics 365 for Field Service. Built-in intelligence helps you resolve service issues before they occur, reduce operational costs, and deliver positive onsite experiences.

Optimize your resources
Automate scheduling Empower dispatchers Streamline inventory management
Improve profitability by automatically scheduling the technician with the right job skills and best location to fit in more appointments per day. Manage resource assignments across multiple work orders using an interactive, drag-and-drop schedule board. Synchronize and track inventory down to the truck level with real-time visibility and intelligent forecasting to increase first-time fix rates.

Make technicians more effective
Ensure on-time appointments Share customer information
Keep technicians on time with the best route, turn-by-turn directions, and work order details that can be updated in real-time on any device. Get a 360-degree view of customer preferences and history with personalised step-by-step instructions to reliably track and complete the task at hand.
Boost on-site efficiency Create new levels of productivity
Improve field processes through mobile access to back office information for technicians to effectively capture and update all work order details. Improve outcomes with access to leading-edge technologies such as mixed reality headsets to offer technicians hands-free guidance.

Deliver better outcomes with IoT
Gain insight and intelligence Automate work order creation Transform service with predictive maintenance
Harness the power of IoT to detect and diagnose problems before customers become aware of an issue. Automatically create work orders, and schedule and dispatch technicians with relevant customer information on their devices. Move from costly scheduled maintenance plans to just-in-time predictive maintenance and repair, clean, or replace parts only when needed.


Features

Engage with your customers
Build customer
trust		 Create effortless service experiences Communicate
proactively
Engage customers proactively to increase transparency and trust by seamlessly sharing quote, contract, and scheduling information. Make it easy for customers to keep track of service activities and self-schedule appointments with a customer portal. Provide your customers with real-time technician location tracking and automated voice and text appointment reminders so they know when to expect service.


Inventory management 

 

Give your team everything it needs to manage your inventory across locations, including warehouses, depots, and trucks. Real-time updates mean your inventory is always accurate, so you can better track your service stock for fewer write-offs, and create better forecasts.


 
 










Service agreements

 

Make it easy to manage all service agreements, including recurring service calls and contracts, installed products, and warranties—across customers and locations. Field service management tools help improve your service delivery and see ways to increase revenue.

 
 










Connected devices 

 

Lower costs by dispatching technicians only when they’re needed. Field service management tools help your team detect, troubleshoot, and resolve issues remotely. And connected devices in the field help them see—and solve—problems before customers even know about them.


 
 







Optimized scheduling 

 

Provide tools to help your team schedule appointments and dispatch the right resources. Field Service includes tools for service representatives and dispatchers—plus an automated tool that schedules appointments for them—so it’s easy to fit more appointments into the day. 

 
 






Customer communications 

 

Put your customers at the center of every interaction. Using the customer portal, plus interoperability with Glympse and Twilio APIs, you can give them a complete view of their cases, a live map and photo of their technician en route, and updates by text message and phone call.

 
 








Mobile productivity 

 

Improve your technicians’ productivity by providing native mobile applications with real-time and offline data. No matter which device they use, they have the customer information and guidance they need right there. And administrators can manage all users and devices centrally.