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Microsoft Dynamics 365 Field Service

Optimize field operations and improve fix rates

Microsoft Dynamics 365 Field Service

Microsoft Dynamics 365 Field Service is a cloud-based field service management software that helps maximize client satisfaction and improve resource productivity for on-site installation, maintenance, and break/fix services. This solution is specifically designed for organizations providing field-based services to their clients. As an end-to-end solution, Microsoft Dynamics 365 Field Service offers robust management features that help your organization handle complex service agreements, track assets and inventory, and manage service orders efficiently.

By implementing this solution, you can quickly identify and dispatch resources, gaining the intelligence needed to provide predictive and preventive service and support. The comprehensive features make it easier for organizations to manage a large workforce and deliver products and services directly to their clients’ locations. can be your Dynamics 365 Field Service implementation partner, ensuring a seamless integration and maximizing the benefits of this powerful solution.

Increase productivity with our industry solutions built on Microsoft Dynamics 365.

Microsoft Dynamics 365 Field Service: How it works

Managing your mobile workforce becomes easier with Microsoft Dynamics 365 Field Service. The solution’s interactive schedule board provides an overview of resource availability and bookings. Dispatchers get a view of all field technicians with schedules, either in a list view or a map view by hours, days, weeks, or months. This makes it easy for dispatchers to respond to client requests and get the most qualified technician for the job. The schedule process can also be automated and optimized to dispatch the right technician and derive the maximum value out of the resources.

microsoft dynamics 365 field service

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Microsoft Dynamics 365 Field Service: Features

With Microsoft Dynamics 365 Field Service, you can ensure a high level of service by dispatching service calls to the right skilled technicians with the right equipment. The solution is packed with features and capabilities designed to improve resource productivity and client satisfaction. Leverage automation, streamline scheduling, optimize resource allocation, and ensure that technicians have the necessary tools and information to complete their tasks efficiently, ultimately enhancing your service operations.

  • 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.

Microsoft Dynamics 365 Field Service: Benefits

Microsoft Dynamics 365 Field Service caters to all stakeholders of a company – operations, technicians, and clients, allowing you to detect, diagnose, and resolve problems before they occur, improve fix rates, and reduce maintenance and operating costs.


While Microsoft Dynamics 365 Field Service offers some customer relationship management (CRM) functionalities, it’s not a full-fledged CRM system. It focuses on managing field service operations for technicians and dispatchers, including scheduling, work orders, and communication. However, it can integrate with Dynamics 365 Sales, a complete CRM solution within the same Microsoft ecosystem, providing a more comprehensive view of your customer interactions. For more information, speak to our expert today!

  • Improved first-time fix rate: By providing technicians with real-time information and past service history, they can diagnose and resolve issues more effectively on the first visit.
  • Increased technician productivity: Automated scheduling and optimized routes reduce travel time and ensure technicians have the right tools and parts for each job.
  • Enhanced customer service: Improved communication and real-time updates keep customers informed about appointment schedules and progress.
  • Boosted operational efficiency: Streamlined workflows and data management improve overall field service operations.
  • Reduced costs: Optimized scheduling, minimized travel time, and improved first-time fix rates lead to cost savings.

Yes, Dynamics 365 Field Service comes with robust integration capabilities with other Dynamics 365 solutions, allowing for cohesive and efficient business operation.

Yes, Dynamics 365 Field Service offers native integration with Dynamics 365 Business Central. This integration streamlines the entire process of managing your service operations and ensures a smooth flow of information between the two systems.

Here are the key benefits of Dynamics 365 Field Service and Business Central integration:

  • End-to-End Process Management: Manage your service operations seamlessly, from creating work orders in Field Service to invoicing them in Business Central.
  • Improved Financial Control: Maintain accurate financial records by automatically transferring service-related costs and revenue to Business Central.
  • Inventory Management: Ensure real-time inventory visibility by synchronizing inventory data between Field Service and Business Central.
  • Streamlined Invoicing: Generate accurate invoices in Business Central based on work completed in Field Service.
  • Reduced Manual Data Entry: Eliminate manual data entry between systems, saving time and minimizing errors.

Setting up Dynamics 365 Field Service involves several steps, but here’s a general roadmap to guide you:

  • Installation: Dynamics 365 Field Service typically installs automatically when you purchase a license. Verify the installation is complete.
  • Configure settings: Set up core functionalities like work order types, scheduling rules, product catalogs, and service agreements.
  • Data migration (optional): If transitioning from another system, migrate relevant data like customer information, service history, and inventory levels.
  • Integrations: Configure integrations with existing CRM, ERP, or inventory management systems for a unified data flow.