🛠️ What Is Dynamics 365 Field Service?
Field Service is used to manage and optimize on-site service delivery. It connects dispatchers, field technicians, inventory, and customer service to deliver great field experiences.
🔑 Key Components in Field Service
| Component | Description |
|---|---|
| Work Order | A task or job to be performed in the field (like repairing AC) |
| Service Account | The customer or location where service is needed |
| Booking | The scheduled appointment for the technician |
| Resource (Technician) | The person assigned to do the work |
| Product & Service | Parts used and services delivered during the job |
| Incident Type | Predefined service types with templates |
| Asset | Customer equipment (like a machine or AC unit) |
| Schedule Board | Visual calendar/map to assign technicians |
| Mobile App | Technicians view and update jobs on mobile |
| Inventory | Track parts used in the field from van stock or warehouse |
🔁 Typical Field Service Lifecycle
1. Work Order Creation
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Can come from:
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A Case (Customer Complaint)
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Manual entry
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IoT alert (Connected Device)
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2. Work Order Configuration
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Set:
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Incident type (e.g., AC Repair)
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Customer location
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Required products/services
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3. Resource Scheduling
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Dispatcher assigns a technician using the Schedule Board
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Based on availability, skills, and location
4. Field Technician Visit
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Views job in Field Service Mobile App
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Checks in, performs service
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Uses parts, captures photos, fills form, gets customer signature
5. Job Completion
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Technician marks job as complete
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Customer signs off
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Work order closed, invoice created if needed
📲 Field Service Mobile App
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Offline-first mobile experience
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Capture:
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Time logs
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Inventory used
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Notes, photos, signatures
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Navigation, barcode scan, forms
🧠 Automation & Intelligence
| Feature | Purpose |
|---|---|
| IoT Alerts | Connect to smart devices to create work orders automatically |
| Predictive Maintenance | Detect issues before they become problems |
| AI-based Scheduling | Suggest best technician using skills, distance, and availability |
| Customer Portal | Let customers request service and track status |
📊 Reporting and Dashboards
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Technician performance
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First-time fix rate
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Job duration vs. estimate
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Inventory movement and cost
💡 Real-World Example
Scenario:
Customer's washing machine stops working.
🔹 Case is logged in CRM
🔹 Work order auto-created
🔹 Dispatcher assigns technician from Schedule Board
🔹 Technician gets notified on mobile app
🔹 Replaces faulty motor using spare part
🔹 Takes picture, adds notes, gets customer signature
🔹 Work order closed → invoice created
🔄 Integration with Other Modules
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Customer Service: Case → Work Order
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Inventory/SCM: Parts tracking
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Finance: Billing and cost management
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Power Platform: Automate processes, send reminders, dashboards