Dynamics 365 Field Service : Configure products to enable automatic creation of customer assets

In Microsoft Dynamics 365 Field Service, managing equipment and assets at the customer's location is essential for providing excellent after-sales support and maintenance services. One powerful feature is the automatic creation of customer assets when a product is added to a work order and marked as installed.

This automation reduces manual effort and ensures that all assets are properly tracked throughout their lifecycle. In this blog, we’ll walk through the configuration steps required to enable this functionality and explain how it fits into the broader Field Service workflow.

What is a Customer Asset?

A Customer Asset in Dynamics 365 Field Service represents a product or equipment installed at a customer's location. Examples include HVAC units, water purifiers, or industrial machines. These assets are important for tracking service history, warranties, maintenance schedules, and technician visits.

Why Automate Asset Creation?

Here’s why automatic asset creation is beneficial:

  • Reduces manual data entry
  • Prevents errors or missing assets
  • Ensures accurate asset tracking
  • Enables seamless maintenance history
  • Supports predictive maintenance and warranties

When Does Asset Creation Happen Automatically?

The system can automatically create a customer asset when:

1. A product is added to a work order.

2. The product is marked as 'Install'.

3. The product has been configured to create a customer asset.

Now, let’s see how to configure it.

Step-by-Step: Configure Products for Auto Asset Creation

Step 1: Navigate to the Product Record

1. Go to Field Service > Products.

2. Open or create the product that will be used in a work order.

Note: The product should be of type Inventory or Service, and associated with a Price List.

Step 2: Set "Convert to Customer Asset" Option

Inside the product form:

1. Locate the field Convert to Customer Asset.

2. Set it to Yes.

| Field                                      Value |

| Convert to Customer Asset | ✅ Yes |

This tells the system that any time this product is installed at a customer's location through a work order, a customer asset should be automatically created.

Step 3: Save and Publish

Click Save or Save & Close to publish the changes to the product record.

Example Scenario

Let’s say your organization provides Air Purifiers as part of your Field Service business.

  •  You configure the Air Purifier product and set "Convert to Customer Asset" to Yes.
  •  A technician installs this Air Purifier during a work order.
  •  The installation of the product is recorded on the Work Order Product subgrid.

 When the status of the product is changed to Installed, a Customer Asset record is automatically created, linked to the customer account and service location.

Now, this asset can be tracked for future repairs, maintenance, or service history.

How the System Tracks the Asset

Once created, the Customer Asset record will:

  •  Include the product name
  •  Link to the customer (account or contact)
  •  Link to the service location
  •  Track the installation date
  •  Enable future work orders and service history

Where to View Customer Assets

You can find assets by navigating to:

 Field Service > Customer Assets

 Or within an Account or Contact under the Assets subgrid

 Tips & Best Practices

  •  Ensure the product names are clear and standardized for easy tracking.
  •  Use serial numbers or barcode fields for precise identification.
  •  Train field technicians to correctly mark products as "Installed" in their mobile app.
  •  Use Power Automate or custom workflows for notifications or updates upon asset creation.

Business Impact

This feature is especially useful for industries like:

  •  HVAC & electrical
  •  Manufacturing
  •  Medical equipment servicing
  •  Industrial maintenance
  •  Consumer electronics

It helps maintain visibility into every installed product, enables proactive servicing, and improves customer satisfaction.

Conclusion

The ability to automatically create customer assets in Dynamics 365 Field Service is a game-changer for efficient service management. By configuring products appropriately, your service team can ensure every installed item is tracked, maintained, and ready for follow-up service—driving operational excellence.

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