Field Services Overview in Dynamics 365

Field services increase customer satisfaction with intelligent scheduling, native mobile support and remote asset monitoring to help you get the job done right the first time.

Field Service Management provides complete solution including service locations, customer assets, preventative maintenance, work order management, resource management, product inventory, scheduling and dispatch, mobility, collaboration, customer billing, and analytics. Field Services increase productivity with seamless integration to Office 365, improve decision making with built-in intelligence, and extend your solution with add-on apps tailored to your business.

Capabilities of Field services

360° View of the Customer: Achieve complete organizational alignment with Sales, Marketing, Customer Service, and Field Service teams for customer records.

Work Order Management: Generates work orders directly from a case, email or directly from your CRM that encloses all of the information you need to dispatch field agents to service locations.

Optimized Scheduling: Organize people and equipment with flexible scheduling options with drag-and-drop schedule board that lets dispatchers assign resources based on skills, location, required parts, and work load using a list or map view.

Service Contracts: CRM service contracts help you maintain warranties and maintenance plans across customers and entitlement information organization-wide.

Resource management: Service managers have access to the Dynamics 365 field service scheduling board that lists all resource personnel. Also Configure resource information to allow Field Service to efficiently match the best field agent to a work order based on availability, proximity to service location, and required skills. 

Inventory management: Manage inventory updates and stock history across locations, including warehouses, depots, and trucks. Provides real-time updates to ensure accurate inventory including the ability to reorder directly from Dynamics 365.

Customer Engagement: Deliver an end-to-end customer-centric experience driven to increase the value of each customer engagement.  Field service companies can keep customers informed, make communication easier, and ensure they have positive interactions at every step of the service chain. Dynamics 365 helps to deliver self-service options to enhance the customer experience.

Mobile app: Provides native mobile applications with real-time and offline data. The mobile app gives field techs quick and easy access to everything they need to execute a work order.  

Customer billing: Completed work orders are turned into customer invoices for customer billing.

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