Dynamics 365: Field Service

Field Service:

The Dynamics 365 Field Service business application 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.

Key Features:

1. Improve first-time fix rate.
2. Complete more service calls per technician per week.
3. Manage follow-up work and take advantage of upsell and cross sell opportunities.
4. Reduce travel time, mileage, and vehicle wear and tear.
5. Organize and track resolution of customer issues.
6. Communicate an accurate arrival time to customers.
7. Provide accurate account and equipment history to the field technician.
8. Keep customers updated with the status of their service call and when it's resolved.
9. Schedule onsite visits when it's convenient for the customer.
10. Avoid equipment downtime through preventative maintenance.

Field Service Roles:

1. Customer Service Agents: Access the incoming request and determine when to create work order.
2. Service Managers: track performance metrics and oversee service delivery.
3. Dispatchers: review and schedule work orders
4. Field Technicians: manage their assigned work orders using the mobile app / phone / tablet.
5. Inventory Managers: ensure field technicians have what they need to complete their service calls.