Dynamics 365 Field Services

Functions enabling field service

Work orders:

Create work orders with concise and detailed case information

  • Streamline integration with customer service case-to-work-order transition
  • Pull customer and contact information from case along with issue description and priority
  • Incident types act as service templates to quickly create work orders for common jobs – defining recommended resolutions
  • Keep track of events and details with the work order timeline to enable customized customer engagement


Preventative maintenance:

Predict service needs

  • Set up customer agreements so you can automatically generate and schedule work orders to meet SLAs and maintenance schedules
  • Automatically generate invoices
  • Track, manage, and monitor the maintenance needs of an asset based on the manufacturer’s recommendations
  • Use machine learning models to enable preventive maintenance based on EAM data

Remote monitoring and commands:

Monitor and schedule device service

  • Reduce the number of service calls you receive by identifying and resolving issues before they occur
  • Monitor assets with IoT-enabled devices to detect and solve the issues before your clients are aware of the problem
  • See IoT telemetry in the context of location, customer, and normal measurements (within standards) (CFS + PowerBI)
  • Make IoT actionable: Automatically convert IoT anomalies into a case or work order and schedule to the most appropriate agent based on the right expertise, availability, and proximity to the job (CFS + RSO)
  • Create rules and configure Microsoft Flow to integrate IoT-connected devices with an active alert system to receive updates on specific device activity


Connected Field Service IoT Hub


Scheduling work orders:

Universal Resource Scheduling – Schedule assistant

Resource Scheduling Optimization

Mobile productivity:

Leverage the Field Service Mobile App

  • Empower field technicians with the real-time customer, equipment, and job information
  • Capture and update all work order details effectively using the full offline capabilities of Field Service Mobile
  • Dynamically communicate schedule and customer updates to improve utilization
  • Easy data entry and transactions: GPS, camera, microphone, barcode scanning, RFID, credit card