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Dynamics 365 for Field Service

Field service capabilities help organizations deliver to customers outstanding onsite service
  • Characteristics and proficiency ratings: You can define proficiency and competency levels and set them as requirements for a work order. Proficiency and competency levels are also part of the worker profile, so you can make an appropriate match when scheduling resources.

  • Detached schedule support: Field Service now supports time allocation outside of a work order. For example, a field tech can schedule time for lunch or supply provisioning without having to associate that time with an empty work order.

  • Shared resources across Project Service and Field Service: Field Service and Project Service share a resource pool, with resource schedules appearing in both.

  • Out-of-the-box business process: A firm handshake between CRM incident management and work orders creates an alignment between these two processes, and if a field service work order originates from a case, the originating case is visually part of that workflow, which spans from case creation through the completion of the work order.

  • Mobile enhancements: Drip scheduling enhances and de-clutters the user experience by displaying fewer upcoming work orders. It also improves dispatch control by limiting the number of declined work orders or change requests by field techs.