Microsoft Dynamics 365 field services

Microsoft Dynamics 365 field services are designed to help businesses to improve their onsite performance by enabling them to connect with their customers constantly, they provide a full work order management solution for service teams and field staff, regardless of their geographical location. This solution eases workflow automation, HR management, remote asset monitoring, and employees scheduling.
Dynamics 365 field services is best suited for businesses that send staff members to customer’s home or locations, this system lets field service agents who travel to customers’ sites or home manipulate work in an efficient manner. For example, staff can access clients’ contact details in order to provide onsite services, and after accomplishing the job they can take picture of the finished project and upload it to the system or if they encounter a problem, they can report the issue by adding pictures and description.

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Field services work order life cycle

Microsoft Dynamics 365 field services provide necessary information about what sort of job needs to be done and clarify field staff’s tasks and responsibilities. This work order management system is used to arrange activities, schedule resources, and tasks. Here are the steps to a successful work order in the Dynamics 365 field service system:

1. Generating work orders

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Dynamics 365 field services can automatically generate work orders. Work orders can be created manually too based on customers’ call, emails, tickets; afterward the task will be added to the timesheet of the right field agent containing details such as duration of the job, necessary equipment, and customer’s contact information.

2. Scheduling and field staff dispatching

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Field agents or technicians can view their timing through their timesheet in order to appear at the site on time. They will be also notified of the upcoming tasks and then dispatched to the site.

3. Delivering the service

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After fulfilling the job, field staff will report information about task details and how it was performed using their mobile app.

4. Work order approval

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When the job is fully done, the supervisor or related managers can review the tasks’ reports and then approve or reject them.

5. Issuing invoices

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When the job is fully done, the supervisor or related managers can review the tasks’ reports and then approve or reject them.

Field services work order life cycle

Benefits of using Dynamics 365 field services

Dynamics 365 filed service systems streamline business processes and bring transparency to all projects. Here are some of its main benefits:

Manage and store customers' contact information

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Businesses can safely keep all the client’s contact information within Dynamics 365 so the field staff can provide on-site service using the contact details. They can also store all the service contracts such as warranty and entitlement information.

Easy to use mobile app

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Dynamics 365 has been built by having field agents and technicians in mind, since they do not have access to computers while on-site, they can take advantage of Dynamics 365 mobile assets and is compatible with Android, iOS, and Windows.

Timesheets and scheduling

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It is possible to create new assignments and automatically allocate it to the right skilled technicians. This will send employees a notification and notify them of the scheduling details of the new job.

Technician Management

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Empower your technicians’ team by providing a platform that they can have access to real-time customer data and history. It is even possible to edit, capture, and update data offline and they’ll be synched automatically afterward.

Proactive services with real-time insights

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Dynamics 365 sets you apart from your rivals by providing proactive services which minimise failures and equipment outages by delivering 24/7 monitoring features. It also allows technicians to have a 360-degree view of the customer concerns and even offers the best and fastest routes to the site by having traffic and weather conditions in mind.

App integrations

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You can enable the flow of information between apps by implementing app integrations. Dynamics 365 easily integrates with other Microsoft apps to broaden its capabilities; it will provide a better user experience and increase staff efficiency.

Dynamics 365 Field Service Capabilities

Dynamics 365 Field Service Capabilities

With the help of end-to-end solutions like Dynamics 365 field service systems, businesses can easily manage compound tasks, monitor assets and inventories, track service orders, advanced scheduling features and many mobile app capabilities.

Schedule Qualified Resources

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Our work order management solution enables businesses to optimize the service scheduling activities through step-by-step travel directions, and intelligent scheduling. With such service, jobs will be allocated to suitable teams based on skills they possess.
Using the Dynamics 365 schedule board, your business will be able to benefit from intelligent scheduling, which allow businesses to automatically assign tasks to employees based on their skill, availability, location, and work load. The assignment process can be handled manually too. Routes are optimized to meet SLAs and minimize drive times.

Real-time monitoring

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By connecting and configuring the devices in Azure IoT hub, real-time monitoring of devices will be possible. After this, the technician or the field staff will define device properties based on the tasks.

Dynamics 365 Field Service Capabilities

Integrations for a powerful work order management system

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As a certified Microsoft partner, we provide a powerful set of Dynamics 365 field service integrations, to meet all the different needs of our clients. The following systems are just a small part of the services that can be compatible with Dynamics 365: Microsoft SharePoint for data storage, DocuSign, OneSpan Sign, and Adobe Sign for digital signature technology and even financial software such as Xero or QuickBooks. Many other smart forms and content manager applications can be also integrated with Dynamics 365.

Customer Self-Service

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Since all the visibilities that your clients might need are provided, clients can easily use their client portal to view the details of their project. This will bring transparency to businesses and increases customer loyalty and business profitability.

Related case studies

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See how we have helped our customers with Office 365 development services and SharePoint development customisations, or get in touch with our experts today.

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