Microsoft Dynamics 365 Field Service CFQ7TTC0LFNL-1

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.

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 in 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-based 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 an 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.