Launched in 2016, Microsoft Dynamics is an ERP (Enterprise Resource Planning) and Customer Relationship Management solution. Dynamics 365 Field service is a popular Microsoft Dynamics application for mid-range companies that need to provide exceptional on-site service on customer locations. This definitive Dynamics 365 Field service guide will convey the benefits of integrating this application into your business.
D365 Field Service is a business application that automates workflow, scheduling, and various other day-to-day applications for companies that offer on-site services. The application is prominently used by companies that provide on-ground services, including installations, maintenance, or repairs. This can simplify the day-to-day operation, allowing the business to provide exceptional customer service.
Dynamics 365 Field Service is a regularly updated application used by manufacturing, utilities, healthcare, or maintenance companies. Some of the promising features of Field Service Dynamics 365 include:
Some other Dynamics 365 Field Service features include:
Use IoT sensors to detect and fix problems before customers are aware of them.
Perform predictive maintenance according to actual consumption rather than a time-based schedule.
Technicians can provide personalized service with 360-degree knowledge of customer preferences and history.
Their benefits of integrating Dynamics 365 field service are as follows:
A variety of mixed-reality tools, bots, guides, and seasoned technicians assist brand-new technicians in locating customers. It also offers step-by-step guidance on maintaining and capturing videos, voice notes, and photos using the mobile application.
Even offline, you can view all service activities such as work orders and customer information. Field service technicians can manage service requests. Through guides, bots allow technicians to access product information on the field.
It is possible to diversify your communication channels and make them available to your partners and customers. It enables you to meet SLAs and deliver proactive instead of reactive service. You will receive all the visibility and insights relevant to your customer or partner’s role by doing this.
Additionally, you can provide better self-service options to customers. For example, customers can view their active or expired agreements on their portal, while the partners get automatically notified of new opportunities.
With Field Service, it’s easy to manage scheduling and dispatching personnel and equipment. Moreover, most dispatchers can assign resources and set schedules for multiple work orders using a drag-and-drop schedule board, while resource scheduling optimization automates the scheduling.
An HVAC company based in the U.S. provides various services – installations, maintenance, tune-ups, repairs, etc. They have several contractors on call during the week, each with different working hours or schedules. Implementing Dynamics 365 Field Service in such businesses can improve their working efficiency. You can use communication and automated scheduling tools to find technicians closest to the job site. The technician can use their mobile device to find which service is required and which tools they have for the job.
With direct access to a case, customer portal, email, or directly from your CRM, you can create work orders and track against SLAs, entitlements, revenues, and associated costs. Moreover, routing rules ensure seamless work distribution and queue management. If they lack any tools required for the service, they can use D365 to update the inventory. It allows the business to reduce response time for their clients while providing the best person for the job.
Using the Dynamics 365 field service module, you can easily categorize and build different work orders, like installation, preventive maintenance, repair, sales, quotes, etc. Hence, when creating a work order type, the information is also divided into various views, reports, and dashboards on the schedule board.
Work orders are generated either manually or as part of a case or opportunity record, depending on the circumstances. It can be via an incoming call, email, portal, or automatically as part of a service agreement. These work orders include information about the incident, product, services, skills or certification needed, territory, etc. In doing so, the field agent can automatically add tasks and durations to the work order.
Work orders are typically scheduled based on field agents’ skills, hours, and geographical location using the Schedule Board, Schedule Assistant, or routing engine. After the work order is submitted, the system can automatically notify the customer or field agent, reviewing and accepting or declining the work order.
A mobile application allows field agents to perform on-site work. By recording or reporting the information in the apps, dispatchers can monitor what happens on the field.
After the work gets completed, the back-office reviews and approves it, and using the interface, the back office sends out the invoice and makes necessary inventory adjustments. Additionally, Field Service can be integrated with any ERP or accounting system and used with a customer-facing portal and trigger notifications.
Moreover, Field Service enhances first-time fix rates, provides extended technician availability, and decreases travel time. It also allows organizations to organize and track the resolution of customer issues.
Dynamics 365 field service in a few simple steps:
D365 Field Service is the ultimate solution for businesses that aim to provide exceptional customer service. DynaTech Systems, an official CMMI Level 3 & Microsoft Solutions Partner, and D365 field service partner provide you with easy implementation and customization services. You can get an application tailor-made for your services. Simplify managing customer demands, schedules, and invoices with our expertise; consider dropping in an email to sales@dynatechconsultancy.com
With Dynamics 365, you can create three different fields based on the type of information you are trying to collect or display. Businesses can deliver onsite service to customers using the Dynamics 365 Field Service application. Moreover, it combines workflow automation, scheduling algorithms, and mobility to prepare better mobile workers to resolve issues onsite with customers.
Field service is also available on this Dynamics 365 purchase page. First, go to Settings > Microsoft AppSource in a Dynamics 365 organization to add a Field Service trial. Then, search for Field Service trial, choose Dynamics 365 Field Service trial, and click Free Trial.
They are issues reported by customers on work orders. Moreover, it describes all the required tasks, products, services, skills, and estimated work order duration. This is an essential parameter from a managerial and worker perspective in terms of analytics.