Microsoft Dynamics 365 Field Service_

Dynamics 365 Field Service empowers your engineers to fix problems faster while on the road, with efficient scheduling and management. 

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What is Dynamics 365 Field Service? 

Dynamics 365 Field Service is a business application designed to help organisations manage and optimise on‑site service delivery, from first customer request through to asset maintenance and end‑of‑life.

By connecting people, processes and data in one platform, you can equip engineers with the information they need in the field and deliver a more consistent service experience to customers.

With better coordination between office teams and field engineers, organisations can reduce downtime, improve first‑time fix rates and make better use of their field workforce. This delivers faster resolutions while maintaining control over costs and service performance.

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“Straight away I could see the differences it was going to make within our service desk, particularly with making sure we had more time with our customers.

Steven Shippey

Group Services Director

Why use Dynamics 365 Field Service? 

Many service organisations struggle with reactive call‑outs, inefficient scheduling and a lack of visibility. These challenges lead to missed appointments, lower first‑time fix rates and frustrated customers while costs rise.

Dynamics Field Service addresses these issues by bringing structure and predictability to service delivery. With it, you can plan work more effectively, ensure the right engineer attends each job and reduce unnecessary repeat visits.

It also gives leaders a clearer view of performance. With insight into service demand, resource utilisation and customer outcomes, organisations can move from firefighting to continuous improvement – strengthening service quality, protecting margins and supporting a more scalable service model.

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Our awards_

With these achievements under our belt, we’re more than equipped to guide your business to smarter technology and processes.

What are the benefits of Dynamics 365 Field Service? 

 

Be more productive: Complete more work orders and service visits through optimised scheduling 

Improved allocation: Increase first-time fix rates by ensuring an engineer with the right skill set is assigned to the job first time 

Proactive maintenance: Avoid operational downtime through automatically scheduled preventative maintenance visits 

Give real-time updates: Increase customer satisfaction by keeping them up to date on expected ETAs and associated costs 

Improve cross-selling: Maximise opportunities to cross-sell by providing engineers within the field access to information 

Enable effective execution: Empower field technicians with real-time access to information and communication 

Improved asset management: Track and manage equipment, ensure proper maintenance and optimise inventory 

Integration: Connect to other tools to provide a unified view of the customer journey and improve collaboration

The Infinity Group approach_

With deep experience supporting field service organisations, we understand the full sales‑to‑service lifecycle — and the operational pressure points that come with it. Accordingly, our approach is grounded in helping service teams operate more predictably and profitably.

We implement Dynamics 365 Field Service with a clear focus on value. We optimise scheduling, reduce manual coordination and automate where it removes friction and risk. Our delivery approach is designed to drive real operational change, supporting adoption across office and field teams and ensuring the platform improves how work gets done from day one.

Our expertise across the wider Microsoft ecosystem allows us to bring intelligent tooling into the hands of engineers when and where it matters. By leveraging innovation such as Copilot and AI‑powered agents, we help transform field service from reactive firefighting into a connected, insight‑led operation.

Field Service key features_

Work order management: Create, assign, track and complete work orders efficiently 

Schedule board: Access a fully interactive visual representation of engineers and scheduled work orders, updated in real time

Real-time analytics and reporting: Gain valuable insights into field service operations, identify trends and make data-driven decisions 

Extensibility: Extend capabilities beyond the box with and easy to integrate platform based on Microsoft technology 

FAQs_

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.

But you need to think about a few things. This includes inspection templates, the mobile app, portal(s), integration with a finance system. Careful planning ensures you get the most from your investment in the licences – which a partner can help you with. 

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.

Fortunately, 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 licence.

Fortunately, this is something you’ll want to get a Microsoft Partner (like us!) to help with to ensure it is configured correctly. 

How much does Dynamics 365 Field Service cost?

A Dynamics 365 Field Service licence starts from £80.70 per user per month. Plus, there’s plenty of scope to customise your platform to advanced functionality. If you already have other Dynamics 365 licences, you may be able to get the Field Service module at a reduced cost. 

Who can use Dynamics 365 Field Service?

Dynamics 365 Field Service is a versatile tool that can be used by a wide range of businesses that rely on field service operations. Here are some examples: 

  • Field service managers: Plan, schedule and coordinate field service activities. 
  • Field technicians: Access work orders, maps and customer information on mobile devices. 
  • Dispatchers: Assign work orders to technicians, track progress and coordinate resources. 
  • Customer service representatives: Manage customer inquiries, schedule service appointments and track the status of work orders. 
  • Asset managers: Track and manage equipment, ensure proper maintenance and optimise inventory. 

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