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Dynamics 365 Field Service capabilities

Deliver exceptional customer experiences

Capabilities

  • Prevent service calls
  • Transform your business
  • Get a 360-degree view of customer assets
  • Gain customer insights

Prevent service calls

Remotely detect and resolve issues before they become a problem using Internet of Things (IoT) sensors.

Transform your business

Turn your cost center into a profit center by moving from a scheduled services model to just-in-time predictive maintenance triggered by IoT data.

Get a 360-degree view of customer assets

Exceed expectations with the combined capabilities across Dynamics 365 Supply Chain Management and Field Service, including asset hierarchy, locations, and service-level agreements.

Gain customer insights

Send personalized surveys after field service calls using Dynamics 365 Customer Voice.

  • Dispatch the right technician
  • Better manage resource assignments
  • Automate scheduling
  • Effectively manage asset history

Dispatch the right technician

Use AI-enabled scheduling recommendations and manual, semi-automated, or fully automated scheduling to choose the right technician at the right time.

Better manage resource assignments

Use the drag-and-drop schedule board and interactive map to assign the nearest available technician.

Automate scheduling

Minimize travel time and maximize utilization while responding to delays, cancellations, and urgent work by using the built-in schedule board optimization.

Effectively manage asset history

Ensure that technicians have the latest asset data, synchronized across Dynamics 365 Finance and Supply Chain Management to improve service accuracy.

  • Give technicians access to in-context help
  • Resolve cases faster with remote collaboration
  • Streamline tasks through a mobile-optimized experience
  • Empower technicians in the field
  • Optimize service and resources

Give technicians access to in-context help

Use Dynamics 365 Remote Assist and other mixed-reality tools that provide immersive, step-by-step procedures to follow while conducting maintenance.

Resolve cases faster with remote collaboration

Technicians can consult with experts in real time to solve problems faster and perform remote inspections with Dynamics 365 Remote Assist.

Streamline tasks through a mobile-optimized experience

Use the Field Service mobile app to track service activity—including offline access to bookings, work orders, and assets—and respond to IoT alerts and commands in the field.

Empower technicians in the field

Manage work orders and appointment schedules, access customer data and maps, and capture photos, videos, and voice notes with the mobile app.

Optimize service and resources

Leverage the rich insights dashboards to help service managers analyze opportunities to increase first-time fix rates.

"Using Dynamics 365 Remote Assist, it’s allowing our technicians to be able to service a vast number of dealerships in multiple locations without them having to leave."

Teri Clemmer Manager, Field Technical Services Mercedes-Benz USA

Related products

  • Deliver exceptional customer experiences

  • Ensure consistent and dependable operations

  • Optimize resources and costs

  • Help remote employees work together

  • Use mixed-reality collaboration

  • Get instant access to experts

  • Reduce errors and increase safety

  • Close knowledge gaps

  • Adapt to your work in real time

  • Build an agile, connected supply chain

  • Streamline planning and production

  • Maximize operational profitability

Explore Microsoft AppSource solutions for Field Service

Prebuilt solutions and consulting services from Microsoft partners

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