Microsoft Dynamics 365 Field Service

Automate scheduling and provide customer self-service options. Identify and organize available resources to create a smarter workload and resource balance. Match the skill sets of the technician against the work requirements. Take geography, availability, truck inventory, regulatory requirements, customer preference, and service level agreement into account when scheduling.

Increase customer satisfaction and track all service revenue. Easily manage and maintain the accuracy of service contracts and installed products across customers and locations. Gain visibility into contract information for more accurate billing while helping field service teams identify new sales opportunities to drive additional revenue.

Meet customer expectations with on-time scheduling and technician location information. Gain customer insights with automated, personalized customer surveys after completing field service calls using Dynamics 365 Customer Voice. Provide self-scheduling options for the convenience of your customers.

Manage work orders and appointment schedules, access customer data and maps, and capture photos, videos, and voice notes with the mobile app. Resolve cases faster by giving technicians access to in-context, remote help. Streamline tasks through a mobile-optimized experience—including offline access to bookings, work orders, and assets. Use knowledgebase articles to increase first-time-fix rates.

AI-enabled scheduling recommendations and manual, semi-automated, or fully automated scheduling identify the right technician at the right time. Drag-and-drop schedule board and interactive map help assign the nearest available technician. Assign work to the right resource based on trade and control costs through “not to exceed” values on work orders. Minimize travel time and maximize utilization while responding to delays, cancellations, and urgent work using built-in schedule board optimization. Help service managers analyze opportunities to increase first-time-fix rates with insights dashboards.

Remotely detect and proactively resolve issues before customers are aware using IoT sensors. Move from a scheduled services model to just-in-time predictive maintenance triggered by IoT data. Exceed expectations with the combined capabilities across Dynamics 365 Supply Chain Management and Field Service, including asset hierarchy, locations, and service-level agreements.