With Dynamics 365 Field Service management software solutions, you can produce a client service story that spans multiple channels, maximizes your employees’ efficiency, and exceeds customer expectations

1. Dynamics 365 Field
Service best for
organizations

3. What is MS Dynamics 365 Field Service
MS Dynamics 365 Field Service is an end-to-end answer. This can be used to facilitate your organization to
manage advanced service agreements. It can even track assets and inventory, manage service orders, and
quickly establish and dispatch resources required to supply predictive and preventive services and support.
Dynamics 365 Field Service management software solutions, you can produce a client service story that
spans multiple channels, maximizes your employees’ efficiency, and exceeds customer expectations

4. Common challenges faced by Field Service organizations
A few of the challenges include:
– Increasing demand and exceeding customer expectations
– Hiring the right person at the right time
– Timely communication with customers and managing service technicians’ schedules
– Rising operational prices
– Effective resource management
– Back-office delays impacting on the customer

5. For what Dynamics 365 Field Service is used?
• Scheduling and Dispatch
The importance of any field service management software is to assist your company effectively in assigning jobs to the team
members off-site, by managing resources and equipment, schedules, and the location as per customers’ requirements.
• Contract Management
Field service management software makes it easier and simpler to manage and maintain the accuracy of service contracts and
install the products across locations using the service templates to work on the schedule and pricing to simplify the quoting process.
• Easy Consolidation
MS Dynamics 365 Field Service, can be integrated with many other Microsoft solutions and services that can enhance the
performance of an organization and change the complete data exchange between different users and boost their efficiency.

6. • Real-time Observation
MS Dynamics 365 Field Service provides field service agents’ with complete information concerning issues, customers, and
conduits. Such real-time insight allows them to induce a comprehensive 360-degree view of the customers’ priorities; it optimizes the
lines supported by adverse conditions and keeps the customers updated with their service.
• Technician Management
The service would link the problems to the skills, identify the technicians with the proper skills, and also monitors the person
performing the specified job; such management not only improves the first-time fixing rates; it conjointly helps the companies to
complete the services.
• Create Proactive Service
We can metamorphose our companies by evolving from a scheduled service model to just-in-time maintenance activated by
the IoT data. We can get 360-degree data of customer assistance with the combined capabilities of Chain Management and Field
Service, providing asset hierarchy, locations, and service-level agreements.

7. • Safety and Adherence
MS Dynamics 365 partners can build the safety forms which will be made available on the cell phones
of the member devices for every client visit. You can also create and store hazard assessments directly with
the customer record, so the data is there for everybody who deals with customers or job sites in the future.

8. How does it work?
• Work Order Creation
Work completion may be manually done in Dynamics 365 or made from a case or chance record,
supported by an incoming call, email, portal, or automatically generated via a service agreement. A work
order might contain the assigned incident, product, services, skills or certifications required, and territory. A
planned incident type assignment will automatically add the tasks and durations of what the field agent should
perform to finish the work order.
• Dispatch & Schedule
Dispatchers with the help of a Schedule Board, Schedule Assistant, or a routing engine schedule can
assign the work order to field agents depending on their skills, operating hours, and geographic location.

9. • Delivery of the Service:
The field service agents conduct work onsite with the help of the application. The work carried out will be
entered into the mobile app and forwarded to the dispatchers.
• Bill Review:
The back office reviews and approves the completed work. An invoice if applicable will be sent out, and
inventory changes will be carried out.
Field Service management software may be automated to incorporate trigger notifications, and employed in
conjunction with a customer-facing portal.

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