Dynamics 365 Field Service : Configure incident types and suggestions

In Dynamics 365 Field Service, efficiently managing work orders begins with setting up well-defined incident types and intelligent suggestions. These features help technicians and dispatchers quickly select the right tasks, services, and products required for a job—saving time and improving service consistency.

What is an Incident Type?

An Incident Type is a predefined template that represents a common service issue or job scenario. It bundles together the services, tasks, and products usually required to resolve a specific problem.

 Example:

An HVAC repair company might have an incident type called “AC Unit Inspection” that includes:

  •  Service Task: Inspect filters
  •  Product: Replace air filters
  •  Estimated Duration: 1 hour

By selecting this incident type on a work order, all necessary items are auto-filled, reducing manual effort.

What are Incident Type Suggestions?

Incident Type Suggestions are intelligent recommendations made by the system based on keywords, issue descriptions, or past service history. When a dispatcher or CSR enters a work order description, the system can suggest the most likely incident type.

 Benefits:

  •  Speeds up work order creation
  •  Increases accuracy and consistency
  •  Reduces training needs for new dispatchers

How to Configure Incident Types

1. Go to Field Service > Settings > Incident Types.

2. Click + New.

3. Enter:

  • Title (e.g., “Water Heater Leak”)
  • Estimated Duration

4. Add Service Tasks:

  • Name and description (e.g., "Check pressure valve")

5. Add Products and Services:

  • What parts or labor are typically needed

6. Save and publish the incident type.

 How to Enable Suggestions

  •  Enable Copilot/AI Suggestions in Field Service Settings (optional but recommended).
  •  In the Work Order form, start typing an issue in the Description.
  • The system uses context and keywords to recommend a matching incident type.

Why It Matters

  • By configuring incident types and enabling suggestions:
  •  Technicians arrive prepared with the right tools and parts
  •  Work order creation becomes faster and more accurate
  •  You build consistency in how services are delivered


Want to see it in action? Check out this detailed walkthrough:

🔗 Read the full guide on PowerAppBuilder


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