Connected

field service
How do you want to
transform your
business with
Dynamics 365
Field Service?
 The world’s connected AI business cloud
Sales

Marketing Talent

Service Finance

Commerce Operations

Dynamics 365 & Power Platform

Supporting
connected field
service
Key considerations for delivering
connected field service

Do your systems improve technician

efficiency and enable monetizing new
business models?

Are the technologies you’re using today

supporting your business needs?

How are you using analytics to predict

issues and proactively provide solutions?
Business concerns

66% $1,000 75% 25%

Organizations with Cost for every time a Field service Average productivity
budgets earmarked for service company organizations that increase through
proactive support dispatches a truck2 provide technicians connected field
technologies in with mobile apps3 service4
2018/191

1. 2017 TSIA report on field service spending 3. Gartner Field Service Report 2017
2. MSDynamicsWorld 4. Gartner Field Service Survey
Typical functional concerns

Reactive, break-fix Outdated/siloed systems Poor technician

business models and causing inefficiencies enablement due to lack of
inability to scale mobile capabilities
The changing landscape

Increased use of Real-time insights and Predictive maintenance

proactive support troubleshooting through driven by data analytics,
models augmented reality ensuring proactive
capabilities customer engagement

Product complexity and increasing customer demands have surpassed

existing technology stack abilities to support operations1
1 TSIA 2019
Functions enabling connected field service
CUSTOMER DEVICES INTERNET PHONE SMS CHAT SOCIAL IN PERSON
INTELLIGENT
PLANNING

AGENT AGREEMENTS
CONTACT
CENTER

SCHEDULING & DESKTOP

TECHNICIANS
EMPOWERED AGENTS AND

DISPATCH INTERFACE

EXPERT GUIDANCE

MOBILE
TECHNICIAN APP

INTEGRATION
TECHNOLOGY
UNIFICATION

ADMINISTRATION
Microsoft ecosystem supporting connected field service
CUSTOMER DEVICES INTERNET PHONE SMS CHAT SOCIAL IN PERSON
INTELLIGENT
PLANNING

AGENT Dynamics 365 Customer Service Dynamics 365 Digital Messaging AGREEMENTS
CONTACT
CENTER Azure IoT

DYNAMICS 365 FIELD SERVICE

Universal Resource Scheduling

SCHEDULING & USER

TECHNICIANS
EMPOWERED AGENTS AND

DISPATCH INTERFACE
Resource Scheduling
Optimization

EXPERT GUIDANCE

MOBILE APP Remote Assist

TECHNICIAN Dynamics 365
Field Service
Mobile
Guides

INTEGRATION
Microsoft 365 Dynamics 365 Administration Center
Azure AD
Administration Center Omnichannel Administration
TECHNOLOGY
UNIFICATION

Dynamics 365 F&O

SDK IoT Central | CIF LogicApps/
ADMINISTRATION
Power Automate | LogicApps AppSource Power Automate

Common Data Service | Power BI

 Multichannel customer engagement

Service agreements and preventive

maintenance

Predictive maintenance
enabled by IoT

Proactive field service

Intelligent driven by machine learning

planning
 INTELLIGENT
PLANNING

Multichannel customer
engagement

Connect with your Effectively create work Engage with your Keep track of all service
customers orders customers interactions
 INTELLIGENT
PLANNING

Multichannel customer
engagement

Connect with customers

• Use multiple channels, like chat in Dynamics
365 and SMS, for contextual engagement
with customers

• Deploy the chat widget to enable technicians

and agents to connect with customers

• Automatically identify and load customer and

work details
 INTELLIGENT
PLANNING

Multichannel customer
engagement

Effectively create work orders

• Create different work orders types, specify
customized work order sub status, and
add/set priorities

• Pre-define work order types to specify the various

types of service jobs that can be performed within
an order

• Maintain detailed record of work order timeline to

enable customized customer engagement
 INTELLIGENT
PLANNING

Multichannel customer
engagement

Engage with your

customers
• Send automated reminders and updates to customers
through outbound text and phone capabilities

• Communicate proactively by providing your

customers with real-time technician location tracking
and automated voice and text appointment reminders

• Dispatch technicians using optimized routes and

skills-based assignments and resources

• Send personalized surveys immediately after service

calls with Microsoft Forms Pro—included with
Dynamics 365 Field Service
 INTELLIGENT
PLANNING

Multichannel customer
engagement

Keep track of all

service interactions
• Enable customers to open and track work order
status, invoices, agreements, and assets

• Grant customer access to a knowledge base within

the self-service portal to self-diagnose issues

• Empower customers to view and track work order

data in real time

• Use a single portal to display

content in multiple languages
 INTELLIGENT
PLANNING

Service agreements and

preventive maintenance

Generate preventive
work orders
 INTELLIGENT
PLANNING

Agreements and preventive

maintenance

Generate preventive
work orders
• Track, manage, and monitor the maintenance
needs of an asset based on the
manufacturer’s recommendations

• Set up customer agreements so you can

automatically generate work orders and
invoices based on future need

• Use machine learning models to enable

preventive maintenance based on EAM data
 INTELLIGENT
PLANNING

Predictive maintenance
enabled by IoT

Gain insights to Monitor devices Automate

react quickly remotely maintenance
 INTELLIGENT
PLANNING

Predictive maintenance
enabled by IoT
SaaS IoT Edge

Use | Solutions
Managed
Solutions
IoT Central Connected
Field Service

Gain insights to

Partner Solutions
Solution
Accelerators …
Remote Predictive Connected

Build your own | Platform

monitoring maintenance factory

react quickly
Azure
Sphere
Data and Visualization and
Device Support
Analytics Integration

• Enable real-time telemetry and interact with your

customers’ field environment

• Effectively integrate and support a wide array of Azure

IoT Hub
Azure Time
Series Insights
Azure
Logic Apps
Microsoft and third-party managed IoT devices

• Gain greater scale and efficiency

• Analyze and act on new data

• Integrate and transform business processes

 INTELLIGENT
PLANNING

Predictive maintenance
enabled by IoT

Monitor devices
remotely
• Using the field service module, see and solve
issues before clients are aware of them

• Reduce the number of service calls you receive by

identifying and resolving issues before they occur

• With device telemetry and service maintenance

data, make intelligent decisions around
dispatching technicians with the right expertise,
availability, and proximity to the job

• Create rules and configure Power Automate to

integrate IoT-connected devices with an active
alert system to receive updates on specific
device activity
 INTELLIGENT
PLANNING

Predictive maintenance
enabled by IoT

Automate maintenance
• Predict when a device needs attention and automate self-
healing or maintenance steps before any kind of problem

• Use the remote monitoring dashboard to view telemetry

from your connected devices, provision new ones, or
upgrade firmware

• Visualize simulated devices on a map and respond to alerts

• View product usage, issues, and repair history from a

central portal to diagnose problems and deliver predictive
maintenance

• Get instant notifications and alerts about device health to

automate the service-request generation process using
predefined rules
 INTELLIGENT
PLANNING

Proactive field service

driven by machine
learning

Optimize resource Improve customer service

management delivery capabilities
 INTELLIGENT
PLANNING

Proactive field service

driven by machine learning

Optimize resource
management
• Optimize resource assignments using multiple factors, such as a
technician’s experience in handling the specific failure, the
customer’s preferred technician, or proximity to the site

• Automatically assign the work order to the best available personnel

• Create the most efficient travel path for technicians, optimizing their
schedules and allowing them to perform additional calls per day

• Using real-time inventory management, ensure that the replacement

part is available on the scheduled date and that the technician has
access to the tools needed to complete the job
 INTELLIGENT
PLANNING

Proactive field service

driven by machine learning

Improve customer service

delivery capabilities
• Allow for automated, remote self-healing and predictive
forecasting, monitoring, and analyzing connected devices for
potential issues

• Using historical device data and predictive analytics, get system

recommendations for scheduling technician site visits, heading off
future problems and notifying the customer of the work order

• Using recommendations from the system, enable technicians to

discuss additional products and services during site visits that meet
their customers’ specific usage and operating needs
 Right people at the right time

Effective asset and inventory

management

Empowered agents
and technicians
 EMPOWERED AGENTS
AND TECHNICIANS

Right people at the

right time

Enable smart Automate and

scheduling and routing improve scheduling
 EMPOWERED AGENTS
AND TECHNICIANS

Right people at the right time

Enable smart
scheduling and routing
• Assign resources to jobs and tasks based on
location and need

• Ensure the right resources are assigned to

customers at the right time and optimize
resources to fit in the most appointments per day

• Schedule work orders for the most appropriate

resources by optimizing bookings for the shortest
travel time, available work hours, and more
 Manual scheduling

EMPOWERED AGENTS
AND TECHNICIANS

Right people at the right time

Scheduling Assistant

Automate and improve

scheduling Resource Scheduling Optimization (RSO)

• With Dynamics 365 Field Service, support the degree of

automated scheduling automation that fits your needs

• Enhance manual scheduling using the schedule board to select

requirements and create bookings

• Through the Schedule Assistant tool, take advantage of a

semi-automated approach using available recommendations
and most appropriate resources

• Using Resource Scheduling Optimization (RSO), automate the

scheduling of your workforce, setting objectives such as
“minimize travel time” and “maximize working hours”
 EMPOWERED AGENTS
AND TECHNICIANS

Effective asset and

inventory management

Asset and inventory

management
 EMPOWERED AGENTS
AND TECHNICIANS

Effective asset and inventory

management

Asset management
• Upload 3D knowledge articles and models
of assets for field technicians to reference
in the field

• Review work order history per asset using

IoT device information

• Access multi-layer device hierarchy with

links to product catalog for product trends
 EMPOWERED AGENTS
AND TECHNICIANS

Effective asset and inventory

management

Inventory management
• Accurately track service stock at mobile and fixed
locations, including available, on hand, on order, and
allocated inventory

• Manage updates and stock history for any location,

including truck stock

• Manage inventory information for transactions including

requests, return material authorizations (RMA), a return to
vendor (RTV), stock adjustments, or transfers

• Use the ship-via option to specify different shipping

methods used by your company
Next steps
Get started with Dynamics 365 Field Service
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