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Field Service

Microsoft Dynamics 365

Field Service

Microsoft delivers advanced scheduling, resource optimization and mobile enablement capabilities that set organizations apart by keeping the customer at the center of the business. Field Service, including advanced analytics, machine learning and the Internet of Things’ capabilities, allows field service organizations to move from a costly break-fix model to a never-fail service model.

After a field service organization has made a service agreement with a customer, work that follows needs to be scheduled, documented, completed, and paid for. Let’s take a look at some of our highlights in this process.

Microsoft Dynamics 365


Track warranties against assets, provide visibility into terms and expiration dates.

Ensure that service and billing conform to warranty requirements. Classify assets and track location, repair history, and maintenance schedules.

Manage terms, conditions, and automated renewals of contracts and Service Level Agreements.

Microsoft Dynamics 365

Schedule & dispatch

Identify and organize available resources by category to intelligently balance workloads and resources.

Match skill sets of the technician against the requirements of the work order.

Decrease driving time between work by creating a schedule with geography, customer preference, availability, and SLAs in mind.

Microsoft Dynamics 365

Inventory management

Accurately track service stock at mobile and fixed locations. Manage updates and stock history for any location including updating truck stock.

Provide mobile access to inventory and parts information.

Manage inventory information for part transactions like requests, return material authorizations, stock adjustments or transfers.

Microsoft Dynamics 365


Ensure technicians are on time with best schedule and turn-by-turn driving directions.

Get 360 degree customer preferences and history and follow step by step instructions on how to complete the task at hand.

Allows the technician to take photos of the completed work, get customer sign-off, and even collect payment.

Microsoft Dynamics 365

Connected field service

Detect, troubleshoot, and resolve issues remotely before the customer knows of an issue and dispatch a technician only when necessary.

Repair, clean, or replace parts when needed instead of on a preventative maintenance schedule.

Automate work order creation when self-healing steps don’t resolve the problem. Automatically dispatch the best technician.

Microsoft Dynamics 365

Customer-centric experience

Keep track of service activities, including upcoming and previous appointments as well as self-scheduling with a customer portal.

Send automated voice and text messages reminders customers about upcoming appointments through Twilio API.

Know when to expect service. Customers can see technician vehicle, photo, and real-time location while en route using an integration with Glympse.

Microsoft Dynamics 365

Service analytics

Leverage Dynamics 365 business apps and platform for a strong basis for reporting, integration, and analytics.

Understand project performance, team and resource feedback and voice of the customer to ensure on-time, on-budget delivery model.

Identify trends, explore what-if scenarios, and forecast outcomes to prioritize service offerings, skills development and adopt best practices.