Enhancing Field Service Operations with Microsoft Dynamics 365 Remote Assist

Enhancing Field Service Operations with Microsoft Dynamics 365 Remote Assist

The global business landscape is changing and evolving. With the changes, organizations are confronted with new kinds of dilemmas. They are supposed to facilitate seamless communication among the on-site technicians as well as remote workers. Technicians are usually met with several hurdles which surpass their level of expertise, either on-site or at remote locations. For companies, any disruptions to business operations can create hurdles therefore it becomes crucial to swiftly resolve such issues. Microsoft Dynamics 365 Remote Assist effectively tackles these challenges by facilitating seamless collaboration and remote work from any geographical location. With the help of Remote Assist, field technicians can instantly share live video feeds with experts and receive immediate assistance while carrying out equipment maintenance tasks.

Changing the world with virtual reality – Microsoft Dynamics 365 Remote Assist

Microsoft Dynamics 365 Remote Assist is a revolutionary mixed-reality application that enables remote collaboration and assistance between technicians, experts, and customers. It uses the power of Augmented Reality (AR) and Mixed Reality (MR) to create a virtual workspace where remote experts can guide on-site technicians to troubleshoot and resolve issues. To make it accessible among varied users, Microsoft has optimized Remote Assist to run on MS HoloLens, iOS devices, and Android devices.

Businesses can take advantage of Dynamics 365 in several ways such as in enhancing collaborative maintenance, training, remote inspection, and equipment restoration. The application facilitates seamless collaboration between on-site employees and technicians located in different regions, allowing them to work together and quickly resolve any issues. Employees can access Remote Assist using either a mobile device or Microsoft HoloLens 2 and work alongside experts to solve problems in real-time.

A breakthrough invention by Microsoft

Industries that require heads-up, hands-free work are hailing Microsoft’s Remote Assist as a breakthrough tool. Using the services of this mixed-reality application, employees can engage in providing remote assistance to their fellow participants in the field by sharing a view.

Remote Assist has an augmented interface and supports voice commands. This functionality makes it possible for HoloLens wearers to connect through Skype or Microsoft Teams. It also empowers the wearer to keep their hands free and focus on the task at hand. Both individuals participating in the video call can produce and interact with AR content that is visible in the physical space of the wearer of HoloLens.

The employee in the office can view exactly what the person wearing the device is observing. If they need to highlight something, they can annotate their screen with a circle or an arrow, which will then appear as a live object within the wearer’s field of view. This function offers a distinct and valuable approach for off-site specialists to offer real-time guidance to on-site technicians.

In addition to this, D365 Remote Assist is capable of pulling up information directly into the view of the wearer. One main brownie point for Remote Assist is that it can be connected to Dynamics 365. Users can access and drag-drop documents into their space. Using this distinct feature, HoloLens wearer can keep all the essential information handy while executing a task. By leveraging this function, Remote Assist ensures that technicians have the information they need to complete their work efficiently and accurately.

Integration of Remote Assist in Microsoft Dynamics 365 Ecosystem

Microsoft has created Remote Assist as a fully integrated application, built entirely within the Microsoft ecosystem. Active Directory serves as the authentic service, OneDrive is used for file storage while Microsoft Teams is the communication platform to Remote Assist.

Microsoft Dynamics 365 for Field Service enjoys seamless integration with Remote Assist. Therefore, it can offer technicians and engineers easy access to case files, customer asset information as well as previous issues, all at a single place. Moreover, the utilization of a knowledge base to retrieve information about the equipment can be done by users with simple gestures. Using this feature streamlines the workflow while ensuring that technicians have sufficient details and knowledge to carry out the tasks assigned to them competently.

Exclusive Features of Microsoft Dynamics 365 Remote Assist

1. Real-time video calling

Remote Assist enables real-time video calling between technicians, experts, and customers. This feature allows remote experts to see exactly what on-site technicians are seeing, making it easier to diagnose and resolve issues.

2. Augmented reality annotations

Remote experts can annotate the real world with 3D virtual objects, such as arrows, highlights, and text by utilizing Remote Assist of Microsoft Dynamics 365. With these annotations, on-site technicians can quickly identify the problem areas and take corrective measures.

3. Document sharing

The sharing of documents, images, and videos among all the involved parties such as technicians, experts, and customers are possible with Remote Assist. Due to this functionality, supplementary information and context is available with on-site experts, who can diligently provide resolutions.

4. Control device remotely

Remote specialists can become in charge of the on-site technician’s device to perform tasks such as adjusting settings, installing updates, and running diagnostics by optimizing MS Dynamics 365 Remote Assist.

Why should Businesses leverage the ability of Remote Assist?

There are compelling reasons why businesses should consider investing in the mixed-reality competency of Microsoft Dynamics 365 Remote Assist.

1. Value-added productivity

On-site technicians can receive real-time assistance from experts remotely, decreasing the time required to troubleshoot and resolve issues by appropriately utilizing Remote Assist. Due to this functionality, the productivity of field service operations improves significantly.

2. Cost Effective

Remote Assist moderates the need for on-site visits by engineers and supervisors which in turn can result in cost-effective benefits for the company.

3. Supreme customer satisfaction

Remote Assist ensures faster issue resolution by optimizing augmented reality, resulting in higher customer satisfaction levels. It also helps in growing a loyal customer base.

4. Decreased downtime

Faster issue resolution implies that there will be less downtime of critical equipment and systems which is possible only with Remote Assist.

5. Enhanced safety

Due to the usage of Remote Assist at the workplace, on-site technicians can obtain guidance from their seniors quickly. Since the resolutions are quick and, in one place, it diminishes the risk of accidents and injuries.


Microsoft has invented a very revolutionary product in the augmented reality segment. This invention has proved beneficial to field service sectors. It can transform field service operations. Its real-time collaboration features, augmented reality annotations, document sharing, and remote device control capabilities make it an indispensable tool for on-site technicians, engineers, and customers. Businesses can increase their productivity while being on budget. There is so much to explore with Microsoft Dynamics 365 Remote Assist. Reach out to DynaTech Systems at sales@dynatechconsultancy.com to learn more about this exceptional product!

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