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Dynamics 365 Field Service

Master the service call

Master the service call and increase customer satisfaction with intelligent scheduling, native mobile support, and remote asset monitoring that help you get the job done right the first time.

Optimize scheduling


Get the right resources to the right place at the right time by optimizing your field service management. Organize people and equipment with flexible scheduling options to accommodate both customer service representative and dispatcher workflows. Fit more appointments into the day easily.

  • Easily schedule resources manually, with recommendations, or automatically

  • Identify and organize available field service resources by category to create a smarter workload and resource balance

  • Match skill sets of the technician against the work requirements

  • Take geography, availability, truck inventory, regulatory requirements, customer preference, and service level agreement into account

Contract management

Increase customer satisfaction and account for all service revenue. Make it easier to manage and maintain the accuracy of service contracts and installed products across customers and locations using field service management software. With more visibility into contract information, you drive faster, more accurate billing while helping field service teams identify new sales opportunities to drive additional revenue.

  • Use recurring service templates to pull in work schedules and pricing to simplify the quoting process

  • Manage recurring service appointments with flexible billing options

  • Win more business by proactively engaging leads from contact to contract

Inventory management

Have the right resources on every call. Manage inventory updates and stock history across locations, including warehouses, depots, and trucks. 

  • Improve first-time fix rates with accurate allocation of parts

  • Manage inventory information for any part of the transaction, including return material authorizations, stock adjustments, and stock transfer

  • Track service stock accurately at mobile or fixed locations to reduce write-offs

  • Effectively forecast materials’ requirements

Mobile productivity

Improve field processes and technician productivity by provide native mobile applications with real-time and offline data. Customer information and guidance will be available as needed despite of the device they use.

  • A 360-degree view of customer and case history is accessible for your technicians

  • Step-by-step guidance is offered to improve work consistency and first-time fix rates

  • Multi-day calendar of work order details is provided in mobile and can be dynamically changed and managed

  • Link work orders to customer and case history, product configuration installations, parts information, and pricing

Customer communications

Put your customers at the center of every interaction by delivering an end-to-end customer-centric experience.Keep customers informed, make communication easier, and ensure they have positive interactions at every step of the service chain.

  • Enable customers to see upcoming service appointments and view completed and open cases through a customer portal

  • Send a real-time location of technicians to customers, along with arrival times, photo, and vehicle information

  • Keep customers informed at each step of the process with automated text messages and phone calls

  • Automatically escalate customer feedback for follow up when needed

Connected field service

Lower costs by dispatching technicians only when needed. Detect, troubleshoot, and resolve issues remotely with Internet of Things connected devices. Detect and resolve problems before anyone else figure. Technicians are only sent when necessary.

  • Configure and connect both new and existing customers asset simply

  • Dispatch fewer technicians in accordance with the number of repair appointment

  • Identify underperforming products by using field service software to look at aggregate device data

  • Perform just-in-time preventative maintenance by understanding actual consumption

Contact us when you need more info about Microsoft Dynamics 365 for Field Service