Resolve service issues the first time, every time     

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Deliver exceptional customer experiences using Dynamics 365 Field Service to dispatch the right resource to the right place at the right time—with all the tools to succeed the first time.

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Deliver proactive service

Ensure consistent and dependable operations by predicting, detecting, and resolving service issues before your customers even know there’s a problem.

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• Prevent service calls by remotely detecting and resolving issues before they become a problem using Internet of Things (IoT) sensors.

• Transform your business from a cost center to a profit center, moving from a scheduled services model to just-in-time predictive maintenance triggered by IoT data.

• Get a 360-degree view of customer assets, including asset hierarchy and location, with combined capabilities across Dynamics 365 Supply Chain Management and Field Service, and define service-level agreements to help you meet—and exceed—expectations.

• Provide predictable service that increases customer satisfaction while communicating proactively with customers through automated voice and text appointment reminders.

• Gain customer insights by automatically sending personalized surveys after field service calls using Dynamics 365 Customer Voice. Improve proactive service with AI-based suggestions for IoT alert actions and incident type selection on work orders.

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Intelligently schedule resources

Deliver exceptional onsite customer experiences while optimizing resources and costs by dispatching technicians when and where they’re needed most.

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• Dispatch the right technician at the right time using AI-enabled scheduling recommendations and manual, semi-automated, or fully automated scheduling.

• Seamlessly triage calls and dispatch technicians by combining Field Service with Dynamics 365 Customer Service to ensure a unified workflow while reducing operational costs.

• Better manage resource assignments by using a drag-and-drop schedule board and interactive map to assign the nearest available technician.

• Automate scheduling using a next-generation schedule board with built-in optimization. Minimize and predict travel time and maximize utilization while responding to delays, cancellations, and urgent work.

• Effectively manage asset history to keep technicians up to date, or connect to Dynamics 365 Finance and Supply Chain Management to synchronize data to the truck level.

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Ensure a first-time fix

Build customer trust and loyalty by giving technicians the right tools and the information they need to resolve problems the first time.

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• Give technicians access to in-context help using Dynamics 365 Guides and other mixed-reality tools that provide immersive, step-by-step procedures to follow while conducting maintenance.

• Provide additional expertise to your technicians—consult with experts in real time to solve problems faster, and perform remote inspections with Dynamics 365 Remote Assist.

• Use the Field Service mobile app, powered by Microsoft Power Apps, to track all service activity—including offline access to bookings, work orders, and assets—using IoT alerts and commands.

• Empower technicians in the field to manage work orders and appointment schedules, access turn-by-turn directions and customer data, and capture photos, videos, and voice notes with the mobile app.

• Let bots help technicians locate customer and product information using Guides in the field.

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