Microsoft Dynamics 365 Field Service
Improve your first time fix rates and optimize field operations
Field service management companies face several challenges that can impact operational efficiency and customer satisfaction. Whether it is avoiding scheduling conflicts, keeping track of technicians, relying on outdated, manual processes and documentation, upskilling of workforce, efficient asset and inventory management, or optimizing response times.
Adopting a unified, advanced field service application can help meet these challenges.
What is Microsoft Dynamics 365 Field Service?
Microsoft Dynamics 365 Field Service is a complete Field Service Management software, with features including service locations, customer assets, preventive maintenance, work order management, resource management, product inventory, scheduling and dispatch, mobility, collaboration, customer billing capabilities, embedded Artificial Intelligence and analytics.
BENEFITS – Microsoft Dynamics 365 Field Service
Deliver Proactive Service
Increase your first-time fix rate through remote access and pre-emptive maintenance. Provide your customers with streamlined, predictable processes and real time visibility into the progress and status of their service requests.
Achieve Modern Connected Field Service
Benefit from the latest embedded IoT technology, detect anomalies in connect devices and resolve issues remotely before the customer is aware. Intelligent scheduling recommends the right technician with the right skills to carry out the fix.
Improve Field Technician Productivity
Provide your technicians with the tools they need. Mobile tech helps their ability to achieve repairs first time around. Boost their skills training and remote guidance with innovative technology such as Remote Assist, Microsoft Guides and Hololens which work seamlessly with Dynamics 365 Field Service.
Revolutionize Field Service Efficiency
Find out how CRM innovations drive customer satisfaction and operational success
CAPABILITIES – Microsoft Dynamics 365 Field Service
Embedded IOT to boost efficiency
Leverage the efficiency that the Internet of Things enables to detect, diagnose and solve problems.
Automatically create and schedule work orders, dispatch technicians with the right skill sets and equipment, and enable them to access customer information from their mobile devices.
Go from scheduled services to predictive maintenance; repair, clean, and replace parts only when needed.
Intelligent resource management and scheduling
Automate scheduling to fit in more appointments per day and match specialists with customer demand for specific skills, priority, location, and estimated appointment duration.
Empower dispatchers to manage resource assignments across multiple work orders using an interactive, drag-and-drop schedule board.
Streamline inventory management and improve your first-time fix rate by synchronizing and tracking inventory down to the truck level with real-time visibility and workflow automation.
Ensure first time fixes
Empower field technicians with state-of-the-art technology such as mixed reality video calling, annotations, and file sharing—allowing them to solve problems correctly the first time.
Solve complex problems faster with Dynamics 365 Remote Assist on HoloLens devices.
Field technicians stay heads-up and hands-free while sharing what they see with remote experts.
Self-service customer portal
Dynamics 365 Field Service includes customizable customer portal features with real-time appointment scheduling and visibility, built on Microsoft Power Apps, offers customers live tracking, improves transparency and reduces administrative overheads.
Customers can schedule their service appointments at their convenience through the portal. They can select available dates and times, and the system will automatically create a work order and assign an appropriate technician.
Customers can manage their existing appointments to fit their schedules, including rescheduling or canceling if necessary.
The portal allows customers to track the dispatched technician’s location and estimated arrival time, providing transparency and reducing uncertainty.
After a service visit, customers can provide feedback directly through the portal, helping you gather valuable insights to improve your services.
FEATURES – Dynamics 365 Field Service
Copilot for Microsoft Dynamics 365 Field Service
AI assistance in a field service solution helps you be more productive and efficient – catch up on recent changes to your records, summarize and update work orders, prepare for onsite service visits and ask Copilot questions on related information. Generative AI for Field Service means you simply interact with Copilot using a chat interface, making it easy for dispatchers and technicians to get the information they need in natural language.
Summarize work orders and service accounts
Copilot in Field Service helps service managers, dispatchers and frontline workers understand the context and next steps of work orders and serviced customers. With AI-assisted recaps, Copilot summarizes the service history, future actions, arrival times, work criticality, required parts etc..
AI-powered update of work orders onsite
Field technicians can update work orders onsite using the Microsoft Dynamics 365 Field Service mobile app. Engineers can use built-in AI to describe their work performed in natural language using standard text or speech-to-text capabilities. Based on their input, Copilot recommends updates to fields (such as Booking status, times, work order service task competition, product quantity, service duration and product/service line status etc.) on the work order, confirm and then let Copilot update automatically.
Copilot and Microsoft 365 integration
Using the Field Service add-in and the power of Copilot together, you can automatically create work orders from an email with Outlook.
Work more efficiently without switching applications – draft email responses with the help of Copilot from work orders.
Not only can you view and edit work orders from your email in Outlook with the Field Service add-in, Copilot makes suggestions on scheduling or rescheduling work orders too.
Microsoft Teams integration means you can ask Copilot questions about work orders (e.g. summaries) using natural language and get assistance with scheduling (with data-driven recommendations based on factors like travel time, availability, and skillset).
Prodware Services for Microsoft Dynamics 365 Field Service
CRM User Adoption service
Our CRM User Adoption service helps in a key element of any CRM implementation, for the long-term success and value from your business investment.
Critically, we support your organization before, during and after Field Service CRM software implementation to ensure you get the true value of the latest technology
Field Service Consulting
To help build and refine your field service best practice you can benefit from the flexibility of choosing from any or all or the three service packs available within our Field Service Consulting offering, to meet your business needs.
What’s inside Microsoft Dynamics 365 Field Service…
Copilot for Microsoft Dynamics 365 Field Service in side pane for chat, summaries and prompts
Copilot for Microsoft Dynamics 365 Field Service in mobile app for summaries and updates
Work order view with customer signature and location
Dashboards showing daily work, KPIs and IoT activities
Interactive map to schedule the nearest and available technicians
Drag-and-drop scheduling board
Manage work orders with best practice workflow field service automation
Field Service Jump Start
A 12 week implementation to get your field service operational quickly, within a fixed scope to build user adoption and ROI.
Customer testimonials
Why choose Prodware?
A Microsoft Gold Partner, Prodware has developed and implemented hundreds of field service management projects across the globe. We support our customers with standalone Dynamics 365 Field Service deployments in addition to Finance and Supply Chain Management and Business Central integration.
We are an international company present in 13 countries across the EMEA region allowing our customers to benefit from a local service supported by a global infrastructure.