Microsoft Dynamics 365 Field Service_
Dynamics 365 Field Service enables your engineers to manage and fix customer issues fast and ensure consistent and dependable operations.
Get in touchManage teams on the road with Microsoft Dynamics 365 Field Service application_
Microsoft Dynamics 365 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.
What is Dynamics 365 Field Service?
The Dynamics 365 Field Service 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 and are specifically designed for field service departments.
Benefits of Microsoft Dynamics 365 Field Service_
Equip your workforce
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.
Manage locations and 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
Remote Assist
Launch Remote Assist mobile directly from a Field Service mobile booking and post call info to the associated work order’s timeline
Dynamics 365 Field Service Features_
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.
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.
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.
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.
Planning and dispatch management features_
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.
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Dynamics 365 Field Service quickly enhances productivity_
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.
Microsoft Dynamics 365 Field Service Licenses_
Microsoft Dynamics 365 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.
| Licence | Description | Cost per user/month |
| Base | ||
| 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. | £71.60 |
| 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. | £22.60 |
| Attach | ||
| 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. | £15.10 |
| 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 | £15.10 |
| 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. | £15.10 |
| 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. | £15.10 |
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Dynamics 365 Field Service FAQs
What is dynamics 365 field service?
Dynamics 365 Field Service is Microsoft’s field service management offering that covers the entire field service lifecycle including lead and opportunity management, quoting, contracting, proactive and reactive maintenance, scheduling, resource management, inventory management and much more.
What are the key features of Dynamics 365 Field Service?
Dynamics 365 Field Service has many features, including lead and opportunity management, quoting, contracting, proactive and reactive maintenance, scheduling, resource management, inventory management, offline enabled mobile app, engineer tracking, self service scheduling and much more.
How do I enable field services in dynamics 365?
Dynamics 365 Field Service is an app within the Dynamics 365 business applications suite. Once you have the required licencing to run Dynamics 365 Field service you will need to work with a partner to correctly set it up and configure it for you. There are lots of things to think about such as inspection templates, the mobile app, portal(s), integration with a finance system, all this needs careful planning to ensure you get the most from your investment in the licences.
How to upgrade dynamics 365 field service?
If you are already using another field service management tool you will need to think about how you migrate any existing processes and data to Dynamics 365 Field Service, we can help you plan this transition based on the numerous similar projects we have run before so nothing gets forgotten. Training users on the new system, and monitoring adoption post go live, are also key tasks to ensure you get the most from your investment.
How to install field service in dynamics 365?
Dynamics 365 Field Service is installed from the Dynamics 365 Admin Centre once you have the necessary licences, this is something you’ll want to get a Microsoft Partner (like us) to help with to ensure it is configured correctly.
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