Field Service

Turn service calls into a strategic advantage with Dynamics 365 Field Service. It provides everything you need - from optimized work order scheduling to predictive maintenance.

Dynamics 365 Field Service is designed for businesses who carry out work on-site at a customer’s home or premises. This can include installation, scheduled or recurring maintenance, or responding to break/fix issues.

With features including schedule optimisation, asset management and invoice processing, Field Service is an end-to-end solution. It provides team members with access to what they need to get the job done, all through one single, easy to use platform.

Field Service Capabilities

Manage Service Agreements

  • Easily manage all service agreements, including recurring service visits, contracts, installed products, and warranties across customers and locations.
  • No coding knowledge required! With visual editors and tools, quickly build and deploy web and mobile apps suited to your business.

Connected Devices

  • Field service management tools connect with Internet of Things (IoT) enabled equipment sensors to detect, troubleshoot, and resolve issues remotely.
  • Connected devices enable problems to be identified and solved before customers even know about them and lower costs by dispatching technicians only when they’re needed.

Key Features

360° View of the Customer

Achieve complete organizational alignment with Sales, Marketing, Customer Service, and Field Service teams for customer records.

Asset and Equipment Management

Manage all equipment components for complete visibility into warranty and service agreements; total revenue and related costs; and audit history.

Customer and Partner Engagement

Portals provide visibility and insight through configurable web pages tailored to customer or partner roles and extend the power of your Dynamics 365 to deliver self-service options to enhance the customer experience.

Knowledge Management

Make crucial field service resources such as product manuals, technical support documentation, training, and related videos readily available to customer care representatives, partners, and field technicians.

Work Order Management

Create work orders directly from a case, customer portal, email, or directly from your CRM and track against SLAs, entitlements, revenue and related costs, and invoicing.

Scheduling and Optimization

Automatically schedule and assign resources based on skills, location, required parts, and workload. Routes are optimized to meet SLAs and minimize drive times.

Service Contracts

CRM service contracts help you maintain warranty and entitlement information organization-wide.

Inventory, Parts and Logistics

Get real-time updates to ensure accurate inventory including the ability to reorder directly from Dynamics 365.

Why Microsoft Dynamics 365 for Field Service?

Fit in more appointments each day with the help of automated resource scheduling. Quickly assign the technician with the right skills and in the best location to carry out the job.

The system will also take care of automatically creating, scheduling and dispatching work orders. Power-up your technicians by providing them with access to real-time customer information and history via the mobile app. Online and offline mode also mean details can be captured, updated and synced automatically. Keep technicians on time with the best route, turn-by-turn directions, and work order details that can be updated in real-time on any device.