Microsoft Dynamics 365 Field Service solution provides a comprehensive solution for service organizations including telecom, construction, real estate and HVAC industries. The Microsoft Dynamics Field Service solution provides Contract Management, Asset Management, Scheduling and Dispatching, Technician Management, Inventory Management with native mobile capability.
Key Benefits of Microsoft Dynamics Field Service
Create work orders in Microsoft Dynamics Field Service directly from a case, customer portal, email, or directly from your CRM and track against SLAs, entitlements, revenue and related costs, and invoices. Different work order types are available to track onsite services including installations, repairs, and preventive maintenance. Record booking information such as appointment time, customer details and location, step-by-step instructions using service tasks, products to use, asset and equipment information, billing, pricing details and more. Users can add knowledge articles to work orders to enhance technician productivity. Incident types of function like templates that allow you to quickly populate work orders with information for the most common types of jobs. Indicate type of Work Orders hierarchy allows you to view relationship between work orders.
D365 Field Service gives schedulers the ability to manage individuals, teams, and assets with flexible and smart scheduling options with the schedule board. Use advanced filtering in the scheduling assistant to assign resources to a work order based on location, skill, roles and territory. Use the interactive drag-and-drop schedule board functionality to manage resource assignments across multiple work orders. Unforeseen absences of employees can easily be reassigned to available resources, too. Instantly switch the view between hours, days, weeks, or months or to view a person’s schedule horizontally in rows, or vertically in columns. Use the map view to show the location of resources, organizational units, bookings, and requirements in real time. Resource utilization is automatically calculated and displayed in each resource's cell. Predictive technician travel times to customer site are also displayed. Set up multiple schedule boards, views, and schedule board options for easier scheduling across different teams. Provide real-time tracking and automated reminders for customers for ongoing work orders. Keep tabs on service resources and enable smarter scheduling with resource geolocation tracking.
Microsoft Dynamics 365 Field Service Software allows you to manage your customer’s owned or rented equipment and view service history for each customer asset. Automatically create customer assets from work order products. Asset properties allow you to define the different attributes such as make, model, serial number, size, dimensions that characterize an asset. Tag asset to service locations. Set up preventive maintenance schedules and have repair work orders for a customer asset equipment. Easily keep track of key product details, usage, and service information. Track repairs, inspections, tests, issues, and other relevant data to build out a service history. Technicians in the field can view past work orders on the asset/equipment and gain insight into possible repair solutions.
Automate the generation of work orders and invoices using service agreements or service contracts in Microsoft Dynamics 365 Field Service Management Software ideal for preventive maintenance. Agreement record holds information such as Billing Account, Recurrence pattern, Start and End Date, Price List, etc. Indicate preferred resource and flexibility of schedule for the booking. Gain access into contract information using service management reports available out of the box in the system.
Drive efficiency and response times, accurately track service stock at fixed and mobile locations, optimize parts management by managing inventory information for transactions such as transfer to move an item from one warehouse to another, make inventory adjustments and return materials. Field technicians can check stocks and create purchase orders in the field. Purchase records can be integrated into your ERP system and approved automatically so the order can be placed immediately to eliminate waiting period. Provide real-time updates of your inventory, stock history across different locations, including trucks, depots, and warehouses. Allocate products automatically for preventive work orders.
Capture customer support inquiries and create service cases for reported customer issues. Track service case progress with business process flows that provide a guide for back office to resolve a case. Log interactions such as calls, emails, appointments with your customers on the case, the case timeline displays all these related case activities. Display related cases and information that might be either related to the case such as a knowledge article that provide solutions to common Service & Support queries. Capture service resolution details upon resolving the case. Reactivate, modify cases as required. Enable audit trail to provide complete traceability on each case.
Native mobile application for Dynamics 365 Field Service Management provides real time and offline data on-site to field technicians, subcontractors, job installers, and project management consultants on their mobile devices. Provide resources in the field the ability to view accounts, contact information, work order to be completed, warranty information, and their route map for the day. Update information on work orders, whether it has been completed or moved to next day. Insert time, parts and expenses on the mobile app, and have it appeared on the final invoice. Support for picture, video, and asset barcode scanning and offline capabilities so technicians can continue viewing and recording work in areas without internet. Service technicians can digitally capture customer signature upon completion of a work order. Available on smartphones and tablets that support the latest versions of Android and iOS operating systems.
Microsoft Dynamics 365 Field Service enables you to make use of insights and dashboards to track key operational metrics. Filter and drill down to dashboards to keep tabs on KPIs such as summary reports for completed work orders, number of open work orders, work order travel time, work order volume, technician performance and more. Display visualized insights for your chosen KPIs to track. View and filter Field Service reports according to customer, work order type, service territory, date range, and technician. Track Service Level Agreement compliance, utilization, satisfaction, trends on dashboards. Service reports can be created once a work order is completed and can be saved as a PDF to timelines.
Resource Scheduling Optimization (RSO) is an add-on for Microsoft Dynamics 365 Field Service that automates the assignment of jobs to people, equipment, and facilities. Define what resource schedule optimization should prioritize using goals. Optimize technician travel routes and schedule back-to-back work orders with no travel time in between. Perform automated overnight scheduling that defines time and schedules for work orders for the following day. Single resource feature reoptimizes a resource’s schedule and travel route after schedule changes have occurred during the day. Run resource schedule optimization as a simulation to see what optimization results would look like.
Identify organization metrics to be improved post-engagement with surveys readily available with D365 Customer Voice. Collect and evaluate detailed insights and improve customer experiences through capturing feedback across all channels which you have presence in. Hide or show questions using branching rules. Make questions mandatory or not. Make use of the available survey templates that include question sets or do the necessary branding customizations using the survey designer. Preview surveys in desktop or mobile mode. Set up pre-defined rules to monitor responses as they arrive using alerts.
Utilize the power of Internet of Things (IoT) and detect & diagnose issues before customers become aware of a problem. Reduce downtime by automatically creating work orders and dispatching the right technician for the job based on anomalies flagged in your IoT data. View IoT data related to assets to better understand the context of a repair. Predict when maintenance is needed with device connectivity, IoT and advanced analytics. Automated Work Order creation provides ability to schedule both emergency repairs and preventive work orders with appropriate priority. Implement just-in-time predictive maintenance plans and clean, repair, or replace parts only when necessary.
Microsoft Dynamics 365 Field Service empowers field service technicians with Remote Assist add-on. The Dynamics 365 Remote Assist mobile app is available on mobile devices running iOS and Android with the related ARkit or ARcore capabilities. Get live guidance from an outside expert to help service technicians with problems on-site. Post the Dynamics 365 Remote Assist call information to the associated work order's timeline. Identify and fix problems before customers are aware of them, using IoT sensors to report. The dispatchers can also view the Dynamics 365 Remote Assist call that took place on the work order. Set up and view Field Service bookings on HoloLens.
Keep track of support policies and decide the level of service or support that your business commits to provide to a specific customer with D365 SLAs. Track common KPIs, like First Response Time and Call Resolution Time, for every work order. All associated work order tasks must be completed within the SLA time period to meet the SLA. You can also create custom KPIs to track business-specific items that are important to your organization. Select a success criteria and a failure criteria for each SLA. View the percentage of time that was spent on the service order compared to the time frame specified in the service level agreement.
The Customer Portal add-on in Microsoft Dynamics 365 provides self-service scheduling capabilities of service appointments for Customers. They can access the portal from any device, laptop, PC, or mobile phone. Customers can go online and see all available timeslot(s) for the specific type of service they need. Once the Booking is submitted from the Portal, Microsoft Dynamics 365 Field Service automatically creates a Work Order and assigns it to a Field Technician.
Microsoft Dynamics 365 Field Service is a specialized customer service module from Microsoft Dynamics 365 that aims at leveraging the Dynamics platform for on-site customer service. Any service-oriented business that offers aftercare services and product maintenance can benefit a lot via the Field Service. The different roles that can effectively use Field Service features include the customer service field technicians, service managers, dispatchers, and inventory managers.
Microsoft Dynamics 365 Field Service has a per-user and/or per-device licensing model priced at USD 95 per named user per month. Field Service Mobile application, a Microsoft product specifically intended for Field Service and unique from Dynamics 365 Mobile Client, is also included in the Field Service user license.
You will get 2,000 Customer Voice responses per tenant per month when you license Field Service, and you have the option to buy more response packs of up to 1,000 packs per tenant per month should you need more.
Resource Scheduling Optimization add-on for Microsoft Dynamics 365 Field Service licensing is based on the number of bookable resources you will be optimizing. Resources means people, equipment, and facilities that need to be scheduled. Resource Scheduling Optimization is priced at USD 30 per resource that is being scheduled.
Dynamics 365 Remote Assist add-on is available in two types of licenses and can be purchased as an attach license for Dynamics 365 Field Service. Dynamics 365 Remote Assist with HoloLens 2 is priced at USD 125 per named user per month whereas Dynamics 365 Remote Assist alone is priced at USD 65 per named user per month.
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