How Field Service Organizations Manage Mobile Workforces with Dynamics 365

Managing a mobile workforce can be a difficult process. Field Service organizations must constantly be on the lookout for ways to increase their efficiency and customer satisfaction. With Dynamics 365 for Field Service, Microsoft provides and an intuitive, effective tool for mobilizing your workforce and delivering parts and services to your customers.

Dynamics 365 for Field Service features an interactive schedule board, where dispatchers can see the entire workforce and their schedule. There are two views, map and list, and from this screen the schedules of technicians can be updated in real time, allowing for quick adjustments to the schedule in the event of a cancellation, customer requests, or other unforeseen circumstance. Using the map view enables optimal route planning, which works in conjunction with another key feature; the schedule assistant.


Schedule assistant is a semi-automated tool that helps users optimize their efficiency. Schedule assistant uses the organizations unassigned work orders to populate screens to help create schedules. It ranks available technicians based on qualities such as availability, proximity, and skills required for the job. Dispatchers then can select a technician, and can see an estimate for job time, travel time, as well as any changes in inventory. Schedule assistant helps cement customer satisfaction by ensuring the best qualified resources are sent quickly to each and every job.

Dynamics 365 for Field Service also makes your organization’s technicians lives easier by providing intuitive dashboards in their mobile app, allowing field personnel to see such vital info as inventory, schedule, estimated job completion time, and customer history. The technician can also communicate with back office in real time via status updates in app, cutting down on idle time and wastefulness.

By increasing communication and information exchange and providing options for scheduling Dynamics 365 for Field Service enhances customer experience and satisfaction while providing workforces key tools for mobilization.