Move from Reactive to Predictive with Dynamics 365 Field Service
Create loyalty and trust with empathetic connected service experiences that adapt to your customers’ growing requirements. Equip employees with the right tools and work-order data to prepare them for every service dispatch, every time. Get insights you can act on, share critical data, and access real-time remote expert help with IoT and AI-driven tools to increase first-time fix results.
The right information at the right time
Increase first-time-fix rates and boost frontline employee productivity with:
- Smart route planning.
- Internet of Things (IoT) integration.
- Real-time remote expert collaboration using mixed reality.
- Give field agents what they need.
Microsoft Dynamics 365 Field Service Capabilities
Personalize customer experiences
- Offer self-service scheduling options for customer convenience.
- Engage with customers where they are. Meet customer expectations with technician location information and on-time scheduling.
- Give post-engagement surveys with automated, personalized customer follow up after completing field service calls using Dynamics 365 Customer Voice.
Increase worker productivity
- Capture asset data through field service inspections and get real-time expert support via Dynamics 365 remote assist and other mixed-reality tools.
- Consult with experts’ real time to find solutions faster and perform remote inspections with Dynamics 365 Remote Assist.
- Track service activity with the field service mobile app – including offline access to bookings, work orders, and assets.
- Access customer data and maps manage work orders and appointment schedules, and capture photos, videos, and voice notes.
- Increase first-time-fix rates with knowledge base articles.
Optimize service operations
- Choose the right technician at the right time through AI-enabled scheduling recommendations and manual, partially automated, or fully automated scheduling.
- Use the drag-and-drop schedule dashboard with interactive map to assign the nearest available technician.
- Use the built-in schedule board to minimize travel and maximize utilization while responding to delays, cancellations, and urgent work.
- Help service managers analyze opportunities to increase first-time-fix rates by using rich dashboards.
- Assign work to the right resource based on trade skills, and control costs through “not to exceed” work order values.
Deliver proactive service
- Proactively resolve and identify issues before customers are alerted using Internet of Things (IoT) sensors.
- Turn cost centers into profit centers and move from scheduled services to just-in-time predictive maintenance with IoT data.
- Leverage the combined capabilities across Dynamics 365 Supply Chain Management and Field Service, including asset hierarchy, locations, and service level agreements.
- Make sure technicians have the most current asset data, synchronized across Dynamics 365 Finance and Supply Chain Management, to improve service delivery.
Copilot for Microsoft Dynamics 365 Field Service
Microsoft 365 Copilot is designed to remove repetitive tasks like copying and pasting information from one system to another to create work orders and dispatch technicians. With Copilot in Dynamics 365 Field Service, front line managers receiving service requests or questions by email are able to use next-generation AI to streamline work order creation within Outlook. Copilot does this by prepopulating relevant data including turning customer escalation summaries into draft work orders for managers. When the manager saves the work orders, they automatically sync to Dynamics 365 Field Service. Copilot will also be able to streamline technician scheduling by offering data-driven recommendations based on availability, travel time, skill set, and other factors. Copilot in Field Service will also be able to as accelerate responses to customer messages by summarizing key details and next steps in email drafts.
SIS Construct 365 Module Integration with
Microsoft Dynamics 365 Field Service
Microsoft Partner, SIS LLC, provides the only true end-to-end construction and project-based solution in the Dynamics channel. Over 25 years, SIS has developed construction and project-based solutions purpose built for Microsoft Dynamics 365 construction sectors: specialty, mechanical, heavy civil, energy, and government, the SIS Construct Solution with Microsoft Dynamics 365 is the key to project profitability and managing risk.
The graph on the right shows how SIS Construct 365 modules integrates with Microsoft Dynamics 365 Field Service. Here you can see that SIS Construct 365, Advanced Field Service, Project Cost Management, and Advanced Labor interface with D365 Field Service. With SIS Construct 365, users have a full financial solution for forecasting, mitigating risk, managing margin gain/fade and variance, updating EAC and other vital functionality for construction project profitability. Please visit our SIS Construct 365 pages for more information on each module.
