Deliver exceptional customer experiences using Dynamics 365 Field Service to dispatch the right resource at the right time to the right place—with all the tools to succeed the first time.
Proactive and connected field service begins here
Detect and resolve service issues remotely
Predict, detect, and resolve field service issues before your customers even know there’s a problem, ensuring consistent and dependable operations.
Schedule resources intelligently
Dispatch technicians when and where they’re needed most, delivering exceptional on-site customer experiences while optimizing your resources and costs.
Ensure a first-time fix
Give your technicians the time, tools, and information they need to resolve problems the first time, building customer trust and loyalty.
Explore Dynamics 365 for Field Service capabilities
Deliver service proactively
Prevent service calls by remotely detecting and resolving issues before they become a problem using Internet of Things (IoT) sensors.
Transform your business from a cost center to a profit center, moving from a scheduled services model to just-in-time predictive maintenance triggered by IoT data.
Get a 360-degree view of customer assets, with combined capabilities across Dynamics 365 Supply Chain Management and Field Service, and define service-level agreements to help you meet—and exceed—expectations.
Provide predictable service that increases customer satisfaction while communicating proactively with customers through automated voice and text appointment reminders.
Gain customer insights by automatically sending personalized surveys after field service calls using Microsoft Power Automate, and improve proactive service with AI-based suggestions for IoT alert actions and for incident type selection on work orders.
Schedule resource intelligently
Dispatch the right technician at the right time with the right experience using AI-enabled scheduling recommendations and manual, semi-automated, or fully automated scheduling.
Seamlessly triage calls and dispatch technicians by combining Field Service with Dynamics 365 Customer Service to ensure a unified workflow while reducing operational costs.
Better manage resource assignments by using a drag-and-drop scheduling board and interactive map to schedule the nearest and most available technicians.
Optimize technician resources with automatic scheduling that minimizes travel time and maximizes utilization while responding to delays, cancellations, and urgent work.
Effectively manage asset history to keep technicians up to date, or connect to Dynamics 365 Finance and Dynamics 365 Supply Chain Management to synchronize data down to the truck level.
Ensure a first-time fix
Give technicians access to in-context help using Dynamics 365 Guides and other mixed-reality tools that provide immersive, step-by-step procedures they can use while conducting maintenance.
Provide additional expertise to newer technicians through Dynamics 365 Remote Assist video calls, allowing more experienced technicians to consult in real time.
Continue to track all service activity, even when offline, including accessing work orders, customer data, and asset information.
Empower technicians in the field to manage work orders and appointment schedules, access turn-by-turn directions and customer data, and capture photos, videos, and voice notes with the mobile app.
Let bots help technicians locate customer and product information using Guides in the field.
Why Dynamics 365 for Field Service
Provide customers with self-service portals, proactive updates, and technician tracking to ensure a positive experience at every step
Single platform for servicing customers with a seamless out of the box business process spanning case management, resourcing, and through to work order completion
With IoT alerts, move from being reactive to predictive maintenance
Any individual, team, or piece of equipment can be scheduled regardless of type and location of work performed to cover in-house, onsite, or remote appointments