Field Service for Microsoft Dynamics 365

Dynamics 365 Field Service

The right way, the first time.

Microsoft Field Service enables companies to utilize a proactive service that prioritizes a first-time fix. By empowering technicians with Internet of Things capabilities, optimizing scheduling by use of AI, and connecting assets with Geofencing capabilities organizations move from a costly break-fix model to a never-fail service model.

We provide complete flexibility in how organizations choose to schedule their resources by offering manual, assisted, and automated, optimized scheduling. In each of these workflows, we support schedulers with visual cues to simplify their work.

We leverage inventory management capabilities that capture real-time information from deliveries and technicians to ensure that the right parts are always ready to go. On their way to and at the customer location, technicians use a mobile app to stay connected. Each technician updates their status like driving, in-progress work, and completed work. The mobile app also provides step-by-step instructions for the task at hand. The technician can snap photos of the completed work, get customer sign-off, and even collect payment.

Customer First

Keep the customer informed during every interaction of the service chain to increase brand loyalty and advocacy.

Connected Interactions

Provide employees and technicians with 360° information, from any location to improve resource productivity and customer satisfaction.

Empower Organizations

Improve profitability by optimizing schedules and use remote troubleshooting so a technician is dispatched only when necessary.

Key Capabilities

Create proactive service
Optimize scheduling with AI
Empower workers
Grow customer satisfaction

Grow Customer Satisfaction

Share technician location information with customers and allow for self-service appointment scheduling.

Utilize automated customer surveys to gain insights on the service experience.

Connected Field Service

Connected Field Service allows a field service organization to detect, troubleshoot, and resolve issues remotely so a technician is dispatched only when necessary.

In a traditional field service organization, the customer has a problem and calls to get it fixed. Connected Field Service eliminates the customer concern by attempting to complete self-healing repairs remotely before sending out a technician.

Connected Field Service for Preventative Maintenance

Organizations can benefit from “just-in-time” preventative maintenance instead of scheduled preventative because Connected Field Service can look at the actual consumption of a part and send out alerts when the part needs to be changed or cleaned.

Because Connected Field Service ingests millions of messages from millions of devices, machine learning capabilities allow Field Service to predict when a device needs attention and automate self-healing or maintenance steps before any kind of problem even registers through Azure IoT.

Connected Field Service Incremental Path to Implementation

Basic: When an anomaly is detected, Field Service automatically creates a work order and dispatches a technician to consider the issue. This level of Connected Field Service takes a proactive approach to improve customer satisfaction by decreasing overall downtime and making repairs before customers become aware of the problem.

Advanced: When an anomaly is detected, Field Service asks the device to try to fix itself with a single, selfhealing command. If that command doesn’t work, then Field Service automatically creates a work order and schedules a technician. Organizations experience improved customer satisfaction levels and gain greater productivity because fewer technicians are dispatched when devices can self-heal.

Expert: At this level, Field Service initiates a multi-step workflow when an anomaly is detected. This attempts to fix the device in as many ways possible without requiring human intervention. This level maximizes customer satisfaction and resource productivity because a technician is only dispatched when all other possibilities are exhausted.

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