Dynamics 365 for Field Service empowers companies to deliver predictive and proactive service to improve customer satisfaction, first-time fix rates and resource productivity through advanced scheduling, resource optimization, and mobile enablement with a unified field service management solution.

Offered as a SaaS solution, Dynamics 365 for Field Service integrates with all other Dynamics 365 applications as well as Office 365 to boost productivity, eliminate context switching, and enable successful end-to-end customer engagement.

Get the right resources to the right place at the right time. Optimize your field service management. Organize people and equipment with flexible scheduling options to accommodate both customer service representative and dispatcher workflows—including more precise appointment scheduling—so it’s easy to fit more appointments into the day.

• Easily schedule resources manually, with recommendations, or automatically
• Identify and organize available field service resources by category to create a smarter workload and resource balance
• Match skill sets of the technician against the work requirements
• Take geography, availability, truck inventory, regulatory requirements, customer preference, and service level agreement into account

Increase customer satisfaction and account for all service revenue. Make it easier to manage and maintain the accuracy of service contracts and installed products across customers and locations using field service management software. With more visibility into contract information, you drive faster, more accurate billing while helping field service teams identify new sales opportunities to drive additional revenue.

• Use recurring service templates to pull in work schedules and pricing to simplify the quoting process
• Manage recurring service appointments with flexible billing options
• Win more business by proactively engaging leads from contact to contract

Have the right resources on every call. Manage inventory updates and stock history across locations, including warehouses, depots, and trucks. Real-time updates mean your inventory is always accurate, so you can better track your service stock for fewer write-offs, and create better forecasts.

• Improve first-time fix rates with accurate allocation of parts
• Manage inventory information for any part of the transaction, including return material authorizations, stock adjustments, and stock transfer
• Track service stock accurately at mobile or fixed locations to reduce write-offs
• Effectively forecast materials’ requirements

Improve field processes and technician productivity. Provide native mobile applications with real-time and offline data. No matter which device they use, your technicians can view the customer information and guidance they need when they need it.

• Offer your technicians access to a full 360-degree view of customer and case history
• Improve work consistency and first-time fix rates by offering technicians step-by-step guidance
• Provide mobile workers with a multiday calendar of work order details that can be dynamically changed and managed
• Link work orders to customer and case history, product configuration installations, parts information, and pricing

Lower costs by dispatching technicians only when needed. Detect, troubleshoot, and resolve issues remotely with Internet of Things connected devices. See problems before customers even know about them and attempt to solve them remotely so your technicians are only sent when necessary.

• Simple to configure and connect both new and existing customer assets
• Decrease number of repair appointments by dispatching fewer technicians
• Identify underperforming products by using field service software to look at aggregate device data
• Perform just-in-time preventative maintenance by understanding actual consumption

Put your customers at the center of every interaction. Deliver an end-to-end customer-centric experience. With Dynamics 365 field service automation, companies can keep customers informed, make communication easier, and ensure they have positive interactions at every step of the service chain.

• Enable customers to see upcoming service appointments and view completed and open cases through a customer portal
• Send the real-time location of technicians to customers, along with arrival times, photo, and vehicle information
• Keep customers informed at each step of the process with automated text messages and phone calls
• Automatically escalate customer feedback for follow up when needed