Copilot in Dynamics 365 Field Service

Introducing Copilot in Dynamics 365 Field Service, helping your frontline professionals deliver exceptional service with next-generation AI

Delighted to share the recent announcement from Microsoft which introduces Copilot for Dynamics 365 Field Service to help you deliver exceptional customer service enabled by next generation AI. (By Lili Cheng, Corporate Vice President, Business Applications & Platform).

Introducing Copilot for D365 Field Service

Delivering exceptional service is key for building customer preference and loyalty. But timely resolution can get challenging when fragmented tools make it hard to find the right information and service delivery gets delayed with lengthy data-entry processes.

Microsoft are delighted to introduce Copilot in Dynamics 365 Field Service, bringing the power of next-generation AI to service professionals on the frontline to speed time to resolution. From creating work orders with the right information and assigning them to the right technicians, to equipping the technicians with sufficient support to successfully complete jobs—Copilot will help streamline critical frontline tasks.

New data from Microsoft’s 2023 Work Trend Index Annual Report reveals

“63 percent of frontline workers struggle with having to do repetitive or menial tasks that take time away from more meaningful work, and 66 percent feel that they don’t have enough time to complete work tasks.”

The number one thing that frontline leaders value from AI is helping employees with necessary but repetitive/mundane tasks. Whether it’s for a facility inspection, equipment installation, or a maintenance request, frontline service managers want to spend their time figuring out how to improve their team’s efficiency rather than on repetitive tasks such as copying and pasting information from one system to another to create work orders and dispatch technicians. And frontline technicians want the right information at the right time to complete the job, the first time.

Accelerating service delivery with next generation AI

With the preview of Copilot in Dynamics 365 Field Service today, frontline managers who receive service requests or questions via emails can use next-generation AI to streamline work order creation directly within Outlook. Copilot prepopulates relevant data including summaries of customer escalations into draft work orders for managers to review in their flow of work. Once saved, these work orders automatically sync to Microsoft Dynamics 365 Field Service.

Additionally, with updates coming this fall, Copilot will streamline technician scheduling by offering data-driven recommendations based on travel time, availability, skill set, and other factors as well as accelerate responses to customer messages by summarizing key details and next steps in email drafts. Copilot will also become available to assist frontline managers in their flow of work within Microsoft Teams.

Boosting Productivity

Microsoft have also just introduced the preview of a new Dynamics 365 Field Service mobile experience for frontline technicians to swiftly access all the information they need on the go. This modern user experience supports familiar mobile navigation, gestures, and controls to streamline managing work order Tasks, Services, and Products. From changing the status of a booking with a quick swipe to accessing driving directions to a customer site with one tap, the redesign saves valuable technician time for daily work—cutting down the number of taps for key tasks in half.

Technicians can not only easily pick, change, or complete work order details, but also add notes with multiple inline images. Technicians who need additional support can now also use Microsoft Dynamics 365 Guides embedded in Field Service mobile. Embedded Dynamics 365 Guides in Field Service provides technicians with step-by-step guided instructions, pictures, and videos explaining the immediate task.

Additionally, with the preview of the Dynamics 365 Field Service app in Teams starting today, frontline technicians can now see upcoming work orders at-a-glance as Tasks in their Microsoft Viva Connections home experience and can easily drill into details such as location or issue type.

Frontline technicians can also now share full work order details through cards in Teams and access the Microsoft Dynamics 365 Remote Assist app in one click via their home experience in Teams mobile to problem solve with remote experts in real time using 3D spatial annotations that lock to the physical world.

Streamlining work order management

A redesigned Dynamics 365 Field Service work order management experience is now available for early access, featuring a simplified web experience that brings important information front and centre – reducing the number of clicks for key tasks by more than a third. The experience not only offers concise information about the work order but also provides relevant next steps based on booking statuses and supports making quick updates inline or in a side panel to not lose context. Copilot will provide intelligent recaps within this experience to help frontline managers stay up-to-date without having to navigate through all the information in a work order.

Next Steps – Learn more about Copilot in Dynamics 365 Field Service, Microsoft 365 integrations, and more

To try the new Copilot capabilities and Microsoft 365 integrations for Dynamics 365 Field Service, request for your administrator to:

set up Dynamics 365 Field Service for Outlook (Preview) and Dynamics 365 Field Service (Preview) app in Teams.
Administrators can also opt into the new Dynamics 365 Field Service mobile experience available now in preview.
To try the new Dynamics 365 Field Service web experience available now in early access, switch to Work Order (Preview) in your system.
Or Contact our Dynamic 365 Specialists @ Simply Dynamics, we’re here to help

Microsoft’s announcement builds on recent AI momentum across Microsoft 365, Dynamics 365, and Microsoft Power Platform. Learn more about the latest AI breakthroughs with Microsoft Dynamics 365 Copilot on the Dynamics 365 AI webpage.

With Copilot, you’re in control as it is grounded in your business data and automatically inherits your valuable security, compliance and privacy policies, regulations, and processes. Learn about our AI principles that empower impactful responsible AI practices at Microsoft, as well as provide a framework for implementing responsible AI practices at our customers’ organisations.

Copilot in Dynamics 365 Field Service

Next-generation AI helps your frontline deliver exceptional service – Set up the preview