Dynamics 365 Field Service
Enhance your service operations, provide outstanding service, and elevate customer experiences.
Empower Your Field Service
Dynamics 365 Field Service helps organizations deliver onsite service to customer locations. The application combines workflow automation, scheduling algorithms, and mobility to set up mobile workers for success when they’re onsite with customers fixing issues or install equipment’s, for example. Resource Scheduling Optimization is an add-in for Dynamics 365 Field Service that enables you to automatically create a schedule for the appropriate resource—either a person or a non-human asset—while simultaneously optimizing appointments for travel time, mileage, and many other constraints.
Highlights of Dynamics 365 Field Service
1.
Agent Efficiency.
Resolve issues on the first visit to boost efficiency and reduce the need for follow-up appointments.
2.
Increase Service Calls.
Enable technicians to complete more service calls each week, maximizing productivity.
3.
Follow-Up Management.
Handle follow-up tasks and identify opportunities for upselling and cross-selling during service visits.
4.
Reduce Travel Time.
Minimize travel time and vehicle wear by optimizing routes and schedules, leading to cost savings.
5.
Accurate Arrival Times.
Provide customers with precise arrival times for service visits, enhancing their experience and reliability satisfaction.
6.
Preventive Maintenance.
Perform regular maintenance to avoid equipment downtime and ensure systems remain operational.
Optimizing Field Service Roles
Customer Service Agents
Triage incoming requests, create work orders for onsite visits, and primarily use the application through a web browser.
Service Managers
Track performance, oversee service delivery, and improve efficiency using the application through a web browser.
Dispatchers
Review, schedule, and assign work orders using the schedule board and Resource Scheduling Optimization Add-in, mainly through a web browser.
Field Technicians
Manage work orders via the mobile app, perform onsite maintenance and repairs, and ensure necessary inventory with support from inventory managers.
Essential Tools in Field Service
Work Orders and Scheduling
Define service work needed at customer locations and manage resources with scheduling tools that optimize routes and match skills.
Communication and Mobile Tools
Enhance collaboration between agents, dispatchers, technicians, and customers with communication tools and a user-friendly mobile app.
Asset and Inventory Management
Track customer equipment and service history, manage stock, purchase orders, and product returns.
Billing, Time Tracking, and Analytics
Track resource time, and report on key performance indicators to manage work orders and customer interactions.
COPILOT IN DYNAMICS 365 CUSTOMER SERVICE
TRANSFORM YOUR SERVICE WITH COPILOT
Support service teams with AI-powered tools that help them drive faster resolution.
Copilot in Dynamics 365 Customer Service empowers agents to deliver exceptional customer care. Copilot drafts contextual answers to queries in both chat and email, in addition to providing an interactive chat experience over knowledge bases and case history so this AI-powered expertise is always available to answer questions.
COPILOT IN DYNAMICS 365 CONTACT CENTER
TRANSFORM YOUR CONTACT CENTER WITH COPILOT
Unlock the power of generative AI with insights from our Copilot usage and voice and digital channels. Seamlessly integrate with your preferred CRMs or custom apps to revolutionize your contact center workflows.
Enhance every communication channel, boost self-service capabilities, optimize intelligent routing, and elevate agent-assisted service and operations. Experience faster problem-solving, empowered agents, and significant cost reductions.
COPILOT IN DYNAMICS 365 FIELD SERVICE
TRANSFORM YOUR SERVICE OPERATIONS WITH GENERATIVE AI
Delivering exceptional field service builds customer loyalty. Copilot in Dynamics 365 Field Service helps service managers and technicians efficiently resolve issues and keep customers updated.
Additionally, with Dynamics 365 Remote Assist in Teams and seamless data flow across Field Service, Finance, and Operations applications, we’re breaking down silos and simplifying workflows.