Microsoft Dynamics 365 Field Service
Microsoft Dynamics 365 Field Service helps maximize client satisfaction and improve resource productivity for on-site installation, maintenance, and break/fix services. This is applicable only for organizations providing field-based services to their clients.
An end-to-end solution, Microsoft Dynamics 365 Field Service can help your organization manage complex service agreements, track assets and inventory, manage service orders, quickly identify and dispatch resources, and gain the intelligence needed to provide predictive and preventive service and support. The solution makes it easier for organizations to manage a large workforce and deliver products and services directly to their clients’ locations.
Microsoft Dynamics 365 Field Service: How it works

Microsoft Dynamics 365 Field Service: Features
- Detect and resolve issues remotely using Internet of Things (IoT) sensors and reduce service calls.
- Shift to predictive maintenance with IoT data, transforming your business to a profit center.
- Leverage Microsoft Dynamics 365 Supply Chain Management and Microsoft Dynamics 365 Field Service to get a 360-degree view of client assets and exceed your client’s expectations with defined service-level agreements.
- Communicate proactively with your clients and enhance your customer engagement with predictable service through automated voice and text appointment reminders.
- Automate personalized surveys and feedback collection after each field service call and gain customer insights. This helps in improving proactive service with AI-based suggestions for IoT alerts and for incident type selection on work orders.
- Use the AI-enabled scheduling recommendations and assign technicians with the right skillsets/ experience.
- Combine Microsoft Dynamics 365 Field Service with Microsoft Dynamics 365 Customer Service to reduce operational costs with a unified workflow.
- Optimize the resources in a better way by scheduling the nearest and most available technicians using a drag-and-drop scheduling board and an interactive map.
- Minimize the travel time and maximize resource utilization while responding to delays, cancellations, and urgent work with automatic scheduling.
- Gain a real-time update by connecting to Microsoft Dynamics 365 Finance and Microsoft Dynamics 365 Supply Chain Management to synchronize data and manage assets.
- Provide technicians with in-context, step-by-step procedures to conduct maintenance using mixed reality tools.
- Use Microsoft Dynamics 365 Remote Assist video calls for experienced technicians to consult in real time and help new technicians.
- Track all service activities such as work orders, customer, data, and asset information (even when offline).
- Utilize the mobile app to enable on-field technicians to manage work orders and appointment schedules, access client data, and capture photos, videos, and voice notes.
- Help technicians locate the client and access product information easily using Guides.