Microsoft Brings the Power of Next-Generation AI to Service Professionals

Author photo: Colin Masson
ByColin Masson
Company and Product News

Microsoft is introducing Copilot in Dynamics 365 Field Service, bringing the power of next-generation AI to service professionals on the frontline to speed time to resolution. From creating work orders with the right information and assigning them to the right technicians, to equipping the technicians with sufficient support to successfully complete jobs—Copilot will help streamline critical frontline tasks.

Microsoft announced a preview of a new Dynamics 365 Field Service mobile experience for frontline technicians to swiftly access AI to Service Professionalsall the information they need on the go. This modern user experience supports familiar mobile navigation, gestures, and controls to streamline managing work order Tasks, Services, and Products. From changing the status of a booking with a quick swipe to accessing driving directions to a customer site with one tap, the redesign saves valuable technician time for daily work—cutting down the number of taps for key tasks in half. Technicians can not only easily pick, change, or complete work order details, but also add notes with multiple inline images. Technicians who need additional support can now also use Microsoft Dynamics 365 Guides embedded in Field Service mobile providing technicians with step-by-step guided instructions, pictures, and videos explaining the immediate task.

Additionally, with the preview of the Dynamics 365 Field Service app in Teams, frontline technicians can now see upcoming work orders at-a-glance as Tasks in their Microsoft Viva Connections home experience and can easily drill into details such as location or issue type. Frontline technicians can also now share full work order details through cards in Teams and access the Microsoft Dynamics 365 Remote Assist app in one click via their home experience in Teams mobile to problem solve with remote experts in real time using 3D spatial annotations that lock to the physical world.

Partners have played a key role in helping Microsoft refine Copilot in Dynamics 365 Field Service ahead of its public preview including: 9altitudes Group, Hitachi Solutions, ICONICS, Ludia Consulting, TechLabs London, and Willow.

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