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.Get in touch to discover more
Seamless real-time communication and collaboration between customer service, dispatch, field service agents and your customers
Optimise your service schedule with job routing, resource skill matching with the added ability to quickly reallocate resources
Increase first time fix rates and delivery performance by only sending out the field service team as and when it’s necessary
Store and manage information about your customers’ service locations and all the serviceable customer assets.
Configure service agreements that will automatically generate recurring work orders to ensure equipment is always maintained
The inventory management system that tracks real-time inventory levels by warehouse and includes all mobile truck stock
Give the field sales team quick and easy access to their schedules and work orders via the inclusive iOS and Android app
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.
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.
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 programming gives users the data on key performance indicators, including managing work orders, scheduling activities and interacting with customers.
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.
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.
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.
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.
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.
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.
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.
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.
Dynamics 365 Field Service helps organisations deliver onsite service to customer locations. The application leverages workflow automation, scheduling algorithms, and mobility to setup a mobile workforce for success.
Field Service can also benefit from an add-on solution called Resource Schedule Optimisation. More details about the licences can be found in the table below.
Read all of our licensing prices here.
|Licence||Description||Cost per user/month|
|Dynamics 365 Field Service||Base licence for Dynamics 365 Field Service leveraging tight integration with Customer Service case management capabilities and field service work orders to deliver exceptional field service management. Also includes access to dedicated Field Service Mobile application.||
|Dynamics 365 Field Service – Resource Schedule Optimisation||An add-on licence offering users the ability to automatically schedule in appropriate resources whilst simultaneously optimising travel time, mileage and other associated factors.||
|Dynamics 365 Sales Professional Attach||A discounted licence for the Sales Professional app that is only available to users who already have a qualifying base licence e.g., Field Service. This licence is applicable to employees that may be tied to two or more business functions.||
|Dynamics 365 Sales Enterprise Attach||A discounted licence for the Sales Enterprise app that is only available to users who already have a qualifying base licence e.g., Field Service. This licence is applicable to employees that may be tied to two or more business functions||
|Dynamics 365 Customer Service Professional Attach||A discounted licence for the Customer Service Professional app that is only available to users who already have a qualifying base licence e.g., Field Service. This licence is applicable to employees that may be tied to two or more business functions.||
|Dynamics 365 Customer Service Enterprise||A discounted licence for the Customer Service Enterprise app that is only available to users who already have a qualifying base licence e.g. Field Service. This licence is applicable to employees that may be tied to two or more business functions.||
Dynamics 365 Team Members are essentially light users of the solution. These users have full read access across the database that allows them to leverage insights but only with a subset of functionality.
Typically, Team Members are well suited to Senior Management employees that do not need to use the system day to day, but may want to access it from time to time to reference data, look at dashboards or export report files.
The only application which requires a separate Team Member licence to access it, is Business Central. The two Team Member licences have been detailed in the table below.
Read all of our licensing prices here.
|Licence||Description||Cost per user/month|
|Dynamics 365 Team Member||This licence allows read access to data generated from the Dynamics 365 applications, but it also allows participation in a limited set of scenarios across the applications.
Team Members can:
It is a licence designed for users who are not tied to a particular business function.
Note: Team Members are allowed access to a maximum of 15 custom entities.
|Dynamics 365 Business Central Team Members||A light-user licence allowing users to:
Stat source: Gartner December 2017 – Magic Quadrant for Field Service Management
The application stack within Microsoft Dynamics 365 is extensive, with each application playing a vi...Read More