Easily manage remote staff using Microsoft Dynamics 365 Field Service

Microsoft Dynamics 365 Field Service provides the complete management solution for your field sales and service teams enabling you to drastically improve performance levels by using intelligent scheduling, enhanced transparency, remote asset monitoring and billing management.

Field Service is a Dynamics 365 business application designed to help businesses deliver onsite service to customer locations. It is an aggregate of several service provision tools including workflow automation, scheduling algorithms and assistance for mobile workers. These tools streamline HR management, itineraries and resource logistics. With Field Service, businesses can deliver service proactively, schedule resources intelligently and ensure a first-time fix on customer issues.

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Microsoft Dynamics 365 for Field Service

Equip your workforce

Seamless real-time communication and collaboration between customer service, dispatch, field service agents and your customers

Efficient scheduling

Optimise your service schedule with job routing, resource skill matching with the added ability to quickly reallocate resources

Reduce call out costs

Increase first time fix rates and delivery performance by only sending out the field service team as and when it’s necessary

Manage Resource

Efficiently match the best field agent to a work order based on availability, proximity and the required skills for the job

Service locations and customer assets

Store and manage information about your customers’ service locations and all the serviceable customer assets.

Preventative maintenance

Configure service agreements that will automatically generate recurring work orders to ensure equipment is always maintained

Inventory management

The inventory management system that tracks real-time inventory levels by warehouse and includes all mobile truck stock

Mobile Application

Give the field sales team quick and easy access to their schedules and work orders via the inclusive iOS and Android app

Dynamics 365 Field Service Schedule | Infinity Group

Benefit from efficient scheduling

An in-built smart routing system optimises travel times and visit goals. With route planning and smart assignments, agents are able to fit in more calls per week and in doing so save time and money: the scheduling reduces travel time, mileage and vehicle wear and tear.

Manage inventory, purchasing, returns and billing

Field Service comes with the ability to manage stocks, purchase order requests and fulfilment and process returns. Users can also generate invoices and automatically catalogue products and services delivered to customers.

Manage resources and equipment

Scheduling and Dispatch tools allow users to manage resources and the equipment needed for Field Service. The planning tools include visualising onsite appointments to assess requirements and skill-matching agents to tasks. The time-tracking capability gives insight into how agents and resources are using their time, giving management troubleshooting powers.

Analytics and Reporting Capability

Analytics programming gives users the data on key performance indicators, including managing work orders, scheduling activities and interacting with customers.

Define roles to determine features

Field Service includes specific role-dependent tools for each member of a service team. This makes setting up the app simple and ensures everyone has the things they need access too.

Streamline Communication

Communication tools built into the app enhance collaboration between customer service agents, dispatchers and customers themselves to ensure that the customer is always kept in the loop.

Dynamics 365 Field Service Reporting | Infinity Group

Improve First Time Fix Rates

With the ability to also use Dynamics 365 Guides within Field Service, Engineers and Field Service Staff can have access to all the mixed-reality tools they need to conduct maintenance effectively. This can be particularly helpful for newer who are learning on the job.

Dynamics 365 Remote Assist

Field Sales staff on the road can work together no matter their location using Remote Assist on HoloLens, Android, or iOS devices. This is particularly useful for your junior staff who can easily setup video calls whilst on site with more experienced technicians should they need to. The useful in-built tools guide technicians to their customer location, mean they will be on time for meetings, deliver better customer service and work efficiently.

Microsoft Dynamics 365 and Remote Assist | Infinity Group

Use AI scheduling to boost efficiency

The AI-enabled scheduling recommendations advise managers on the best technician for the job. This ensures that the right person will be in the right place at the right time.

Utilise the Smart Routing to optimise travel time

The smart routing system optimises travel times and visit goals. Through this optimisation, it increases the number of services per agent per week saving fuel and vehicle maintenance costs.

Identify problems as soon as they arise

Internet of Things sensors send signals when problems may be arising and allow remote technicians to fix problems before the Customer even has to make a service call. If a customer does make a call, they will be met with consistent, transparent service.

Dynamics 365 Field Service Integrations

Power Automate: Automatically generate surveys for customers to fill in after services. These surveys can inform future service and build up AI-based suggestions for future actions.

Azure IoT Central: Enables builders to configure rules and actions for IoT devices that can be created and managed in the Connected Field Service application. Azure IoT Central can send information about device anomalies to you and the relevant resources for diagnosis exactly when required.

Remote Assist: The communication and video call capacities let more experienced technicians contact new workers in the field, to help with any problems which arise or to provide training.

Supply Chain Management: Integration between these two apps allows for management of inventory, project information, orders and invoices.

Customer Voice: Designed to record and analyse feedback, Customer Voice can provide data and analytics on customer satisfaction to improve Field Service provision.