DYNAMICS 365 FOR Field Service

Companies need adaptive, integrated solutions to common field service problems. The solutions need to have resource management that optimizes productivity and facilitates effective engagement with their customers. Dynamics 365 Field Service helps companies build a connected field service environment by delivering a seamless, end-to-end service experience. Built-in intelligence helps resolve service issues before they occur, reduces operational costs, and ensures positive onsite experiences


With Dynamics 365 Field Service, you can schedule any individual, team, or piece of equipment for in-house or remote appointments regardless of location. Dynamics 365 Field Service combines Internet of Things (IoT), mixed reality, computer vision, and intelligent automation features to help businesses automate remote fixes and troubleshooting.

Deliver service proactively

Prevent service calls by remotely detecting and resolving issues before they become a problem using IoT (Internet of Things) remote 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 and define SLAs (service level agreements), so that you can 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.

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 F&O so you can synchronise data down to the truck level.

Fix issues successfully

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 with locating customer and product information using Dynamics 365 Guides while in the field.