Dynamics 365 Field Service is a business application module part of the Dynamics 365 ecosystem. It’s designed to help field agents working for an organization deliver better customer service while out in the field. Connected Dynamics 365 Field Service uses scheduling algorithms, automation, and mobility to set workers up for success. That way, they’re positioned to deal with customer issues onsite.
Here are some of the goals your company can achieve by using Dynamics 365 Field Service:
The best way to answer the question, “What is field service in Dynamics 365” is by talking about what business can accomplish with the business platform.
You can install the Dynamics 365 Field Service module in one of three ways:
Once you download the installation, you should see options for Field Service appear in the list of Dynamics 365 applications for your organization.
Go to the Field Service app and open Settings. From there, navigate to General -> Field Service Settings -> Work Order / Booking. From there, you can set up the defaults for the following options:
The application needs to know the latitude and longitude values for service account records to determine the correct travel time estimates for a work order. Your environment must be connected to Bing Maps. Turn on Auto Geo Code Addresses to allow the system to assign the correct coordinates to addresses. You must also enable map and location settings for work orders and other records.
Once you set up Dynamics 365 Field Service for your company, you should follow some best practices to get the most from the business application.
Dynamics 365 Field Service comes with a scheduling assistant that takes work orders’ details and sets up a list of available resources. That way, you always have a way to match agents with an opening to service customer orders. There’s also an interactive schedule board that lets you view currently assigned work, giving you a real-time view of all work orders and associated field technicians.
You can immediately assign a qualified assistant to handle a work order if there's an opening. In addition, smart schedules make real-time communication more seamless while enabling better collaboration between agents, dispatch, staff, and customers.
The Field Service mobile app alerts technicians when they get booked for a work order. In addition, field agents can send real-time updates about what’s happening on a job. The mobile app also displays maps of routes, accounts, and assets, which can reduce costs and travel time.
Other benefits of using the Field Service mobile app include the following:
Inventory lists make it easier to track items you control and ensure that agents have what they need to complete a job. You can always pull a snapshot of what’s currently in the warehouse, the quantity available, and what’s on backorder. You can also track returned inventory and set up inventory adjustments to add or remove items.
The field service portal displays real-time KPIs that immediately let you know what’s happening with customers. The same portal gives customers visibility into the status of work orders and a live map that displays how far away the technician is from their location.
Your connected Dynamics 365 Field Service application lets you monitor all service representative devices and ensure they work correctly. You get an immediate notification if there is a failure, allowing you to send someone to repair or troubleshoot the device remotely.
Let Internet eBusiness Solutions (IES) help you find ways to improve communication between yourself and field agents. Contact one of our specialists to learn more about the solutions we can offer.