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Dynamics 365 Field Service

Deliver exceptional service

Transform your service operations and improve customer experiences with generative AI, the Internet of Things (IoT), and mixed reality.

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Deliver a connected service experience

Make selling easier with AI, automation, and real-time insights built into the seller’s flow of work.

Personalize experiences

Offer self-service scheduling, automate customer communication, and provide post-engagement surveys to improve customer satisfaction.

Make technicians’ work effortless

Maximize frontline worker productivity with AI-driven assistance, a redesigned mobile app, and remote expert support in the flow of work.

Optimize service operations

Streamline work order management and seamlessly track performance metrics using AI-driven tools to increase first-time fix rates.

What Is Dynamics 365 Field Service?

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Dynamics 365 Field Service capabilities

Transform your service operations and improve customer experiences
with generative AI, Internet of Things (IoT) and mixed reality.

Self-service appointment scheduling
Gain visibility into upcoming, active, and past appointments. View frontline worker tracking in real time via the customer portal, built on Microsoft Power Apps.
Automate customer communication
Keep your customers informed with automated service reminders and notifications via email and text messaging.
Provide post-engagement surveys
Gain customer insights by sending automated, personalized surveys after completing field service calls using Field Service with Dynamics 365 Customer Voice.
Provide tools directly in the flow of work
Access key workday information at a glance, with work orders visible as tasks in Microsoft Teams. Enhance customer experiences and generate work orders quickly by taking advantage of Outlook interoperability.
Streamline tasks using the mobile experience
Easily pick, change, or complete work order details, filter by status, and access driving directions from the home page. The redesigned Field Service app supports mobile navigation and gestures.
Resolve issues quickly with remote collaboration
Capture asset information through inspections, initiate Dynamics 365 Guides in 2D for step-by-step instructions, or get real-time remote expert support via Dynamics 365 Remote Assist.
Streamline work order management with Copilot
Save frontline managers time by using generative AI for work order creation, technician scheduling, and pre-populating customer email responses.
Track performance with real-time reporting
Help service managers discover opportunities for improvement using AI-driven data and dashboards to analyze worker performance.
Actionable insights
Predicts sales using historical data
Real-time data visualization
Built-in business intelligence
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