Dynamics 365 Field Service
Build trust and loyalty by delivering empathetic, connected service experiences that adapt to your customers’ evolving needs.
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Personalize customer experiences
Engage with your customers; Meet customer expectations with on-time scheduling and technician location information.
Provide post-engagement surveys; Gain customer insights with automated, personalized customer surveys after completing field service calls using Dynamics 365 Customer Voice.
Offer self-service scheduling; Provide self-scheduling options for the convenience of your customers.
Track and manage assets with IoT to reduce downtime
Maximize technician utilization, minimize travel time. Help dispatchers achieve business objectives with:
Increase worker productivity
Give technicians access to in-context help; Use Field Service to capture asset information through inspections, and get real-time remote expert support via Dynamics 365 Remote Assist and other mixed-reality tools.
Resolve cases faster with remote collaboration; Consult with experts in real time to solve problems faster and perform remote inspections with Dynamics 365 Remote Assist.
Streamline tasks through a mobile-optimized experience; Use the Field Service mobile app to track service activity—including offline access to bookings, work orders, and assets—and respond to Internet of Things (IoT) alerts and commands in the field.
Enable technicians in the field; Manage work orders and appointment schedules, access customer data and maps, and capture photos, videos, and voice notes with the mobile app.
Enhance technician productivity; Use knowledge base articles to increase first-time-fix rates.
Access the right information at the right time. Increase first-time-fix
rates and boost frontline employees’ productivity with:
Smart route planning.
Internet of Things (IoT) integration.
Real-time remote expert collaboration using mixed reality.
Optimize service operations
Dispatch the right technician; Use AI-enabled scheduling recommendations and manual, semi-automated, or fully automated scheduling to choose the right technician at the right time.
Better manage resource assignments; Use the drag-and-drop schedule board and interactive map to assign the nearest available technician.
Automate scheduling; Minimize travel time and maximize utilization while responding to delays, cancellations, and urgent work by using the built-in schedule board optimization.
Optimize service and resources; Use the rich insights dashboards to help service managers analyze opportunities to increase first-time-fix rates.