Dynamics 365 Field Service : Implement Dynamics 365 Remote Assist for use with Field Service

Implementing Dynamics 365 Remote Assist with Dynamics 365 Field Service empowers frontline technicians to collaborate in real-time with remote experts, enhancing service efficiency and resolution times. 


What is Dynamics 365 Remote Assist?

Dynamics 365 Remote Assist is a mixed reality application that enables technicians to share their real-time view with remote collaborators using devices like HoloLens or mobile phones. This facilitates immediate guidance through video calls, annotations, and file sharing, all within the context of a work order.

Prerequisites for Implementation

To successfully integrate Remote Assist with Field Service, ensure the following:

Licensing:

  • Technicians require licenses for Dynamics 365 Field Service, Dynamics 365 Remote Assist, and Microsoft Teams.
  • Remote collaborators need a Microsoft Teams license.

 User Setup:

  • At least two bookable resources with the 'User' resource type: one for the technician and another for the remote collaborator.
  •  Both users should be assigned appropriate roles and licenses.([learn.microsoft.com][2])

 Device Requirements:

  • Technicians can use HoloLens, Android, or iOS devices.
  • Ensure the Dynamics 365 Field Service mobile app and Remote Assist app are installed on these devices.

How to Use Remote Assist with Field Service

1. Access Work Orders:

  •  Technicians sign in to the Field Service mobile app to view their scheduled work orders.

2. Initiate Remote Assist Call:

  •  From a work order, select More options (⋯) and choose Remote Assist.
  •  The app will suggest calling the support contact listed on the work order, but technicians can search for other collaborators as needed.

3. Collaborate in Real-Time:

  •   Remote collaborators receive the call via Microsoft Teams.
  •  Technicians can share their view, and both parties can annotate and share files during the session.

4. Post-Call Documentation:

After the call, technicians can post call logs, snapshots, and shared files to the associated work order's timeline, ensuring comprehensive documentation.

Using Remote Assist on HoloLens

For a hands-free experience, technicians equipped with HoloLens can:([learn.microsoft.com][6])

  •  Launch the Remote Assist app directly on the device.
  •  Access and update Field Service bookings.
  •  Initiate calls to remote collaborators.
  •  View and interact with annotations in their physical environment.

This setup allows for immersive collaboration, especially beneficial in complex repair scenarios.

Benefits of Integration

  • Enhanced Efficiency: Real-time collaboration reduces downtime and accelerates issue resolution.
  • Improved Documentation: Automatic logging of calls and shared materials ensures accurate records.
  • Hands-Free Operation: HoloLens integration allows technicians to work without manual device handling.
  • Expert Accessibility: Remote experts can provide guidance without the need for on-site visits.

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