Microsoft Dynamics Field Service : Overview

Recently, my friend Martin bought a washing machine from an online-retail website, but suddenly it broke down, so he made a service call to the call center and the support engineer reached his home and fixed his washing machine. Now he was very eager to know the whole system and process.

Nowadays, companies use field service applications to manage the problems or expectations of their customers. According to the work order, the technicians work and solve the problem. In other words, Field Service is an extension of the Service Module. It provides organizations with the tools they need to provide onsite services to their customers and manage their mobile workforce.



In the modern world, the business world is growing slowly and the new way of customer experience comes in the form of innovation. Some product business/services need to be implemented/delivered at the customer's location, for example some companies lend some products to their customers like coffee machines which require maintenance, refilling, replacement and so on. Field service helps manage remote employees, contractors or vendors.

In the Dynamics family, Field Service is an integral member of this family. It is often considered as an extension of the Services module which provides a comprehensive view of workforce management. Dynamics 365 Field Service provides organizations with the tools they need to provide onsite services to their customers and manage their mobile workforce.

Microsoft Dynamics 365 Field Service consists of the following components:

  • Work Order Creation
  • Scheduling and Dispatch Technician
  • Execution of work orders
  • Asset management and Serving
  • Inventory and Billing Management

Benefits of Field Service:

  • Increase uptime
  • Empowering Field Service Technology
  • reduce field service costs
  • Increase in customer satisfaction

Major business areas where Field Service is frequently used:

  • Manufacturing
  • Transportation
  • Energy and Utilities
  • Oil and Gas

Summary :

Field service involves providing services to the customer beyond the customer's office, location or site which is referred to as the "Field". The Dynamics 365 Field Service business application helps organizations provide onsite service to customers. The application combines workflow automation, scheduling algorithms, and mobility to setup mobile workers for success when they are onsite with customers fixing issues.

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