Dynamics 365 Field Service Features

Dynamics 365 Field Service includes work order management, intelligent scheduling, mobile access for technicians, asset tracking, inventory control, customer communication tools and integration with Microsoft 365 and other Dynamics apps.

It supports predictive maintenance, IoT monitoring, and AI-powered dispatching.

Core Capabilities

• Work Orders
  • Create, manage, and track service work
  • Define tasks, products, services, and billing
  • Link to customer assets and locations
• Scheduling & Dispatch
  • Schedule Board with drag-and-drop interface
  • Schedule Assistant for automated matching
  • Resource Scheduling Optimization (RSO) add-in
  • Real-time route optimisation
  • Skill-based matching and availability checks
• Mobile App
  • Offline-first experience with online mode
  • Booking map and location tracking
  • Step-by-step instructions and photo capture
  • Signature collection and payment processing
• Customer Communication
  • Automated reminders and notifications
  • Real-time technician tracking
  • Customer portal (via Power Apps)
  • Post-service surveys
• Assets & Equipment
  • Track service history
  • Manage warranties and contracts
  • Link assets to work orders and locations
• Agreements
  • Recurring work orders and invoices
  • Substatuses for agreement tracking
• Inventory & Purchasing
  • Truck stock management
  • Purchase orders and returns
  • Integration with Supply Chain Management

AI & Copilot Features

• Copilot in Field Service
  • Natural language Q&A on work orders
  • Auto-generated summaries
  • Outlook integration for customer responses
  • Teams integration for work order previews
• AI-Powered Scheduling
  • Autonomous Scheduling Operations Agent
  • Predictive maintenance via IoT
  • AI-generated inspection templates

Integrations

• Microsoft 365
  • Outlook and Teams calendar sync
  • Spatial annotations via Teams
  • Dynamics 365 Guides and Remote Assist
• Other Dynamics Apps
  • Business Central (finance, inventory)
  • Supply Chain Management
  • Project Operations
  • Finance and Operations
• IoT (Connected Field Service)
  • Real-time device monitoring
  • Predictive maintenance
  • Intelligent technician dispatch

Technician Productivity Tools

• Mobile offline sync configuration
• Booking integration with Outlook/Teams
• Inspection builder from existing files
• Work order recaps with AI
• Role-based Copilot experiences

Admin & Setup

• User roles and security profiles
• Booking statuses and map settings
• Custom forms and workflows
• Universal Resource Scheduling
• Location-based scheduling via Bing Maps

View the Dynamics Field Service features by role

Field Technician

• Mobile app with offline access
• Route optimisation and GPS tracking
• Step-by-step work order instructions
• Photo capture, notes, and signature collection
• Inventory tracking (e.g. van stock)
• Real-time updates from dispatch
• Inspection templates and checklists
• Copilot summaries of work orders

Dispatcher / Scheduler

• Drag-and-drop Schedule Board
• Schedule Assistant for matching jobs to technicians
• Resource Scheduling Optimisation (RSO)
• Skill-based and location-based scheduling
• Real-time technician tracking
• Alerts for missed appointments or delays
• Copilot for booking suggestions and summaries

Service Manager / Operations Lead

• Work order lifecycle tracking
• SLA monitoring and reporting
• Agreement and contract management
• Asset and equipment history
• Performance dashboards
• Predictive maintenance via IoT
• Integration with Finance, SCM, and CRM
• Copilot for summarising service trends

Inventory / Procurement Manager

• Inventory levels across warehouses and vans
• Purchase order creation and tracking
• Returns and stock adjustments
• Integration with Supply Chain Management
• Alerts for low stock or part shortages

Customer Service / Support Agent

• Real-time technician location sharing
• Automated appointment reminders
• Customer portal access (via Power Apps)
• Post-service surveys and feedback
• Copilot for summarising customer interactions
• Outlook and Teams integration for updates

IT / System Admin

• Role-based security and permissions
• Custom workflows and automation
• Integration with other Dynamics apps
• Bing Maps and location services setup
• Mobile app configuration and sync settings
• Universal Resource Scheduling setup

Work through the Dynamics Field Service documentation at Microsoft Learn

The post Dynamics 365 Field Service Features appeared first on All My Systems.

Check Pete Murray’s original post https://www.allmysystems.co.uk/dynamics-365-field-service-features/ on www.allmysystems.co.uk which was published 2025-10-22 14:03:00