Dynamics 365 Field Service : Set up and use Dynamics 365 Remote Assist one-time call

Setting up and using a one-time call in Dynamics 365 Remote Assist allows field technicians to collaborate with external experts or customers without requiring the external participants to have a Remote Assist license. This feature is particularly useful for ad-hoc support scenarios in Dynamics 365 Field Service.

Prerequisites

  • To utilize the one-time call feature, ensure the following:
  • Dynamics 365 Remote Assist model-driven app is installed
  •  The initiating user (agent) has a Dynamics 365 Remote Assist license, which includes Microsoft Teams and Microsoft Dataverse. 
  • The external participant (customer) will join via the Dynamics 365 Remote Assist mobile app; this feature is not supported on HoloLens for external users.
  •  Pop-ups are enabled in the browser for authentication purposes.
  •  Your organization allows anonymous users to join Teams meetings

Steps to Set Up and Use a One-Time Call

1. Access the Model-Driven App:

  • Navigate to your organization's environment URL and sign in.
  • Select Dynamics 365 Remote Assist.([learn.microsoft.com][2])

2. Generate a One-Time Call Link:

  • Click on One-time Call.
  •  Select Create a one-time call link to generate a unique URL. ([learn.microsoft.com][2])

3. Share the Link:

  • Copy the generated link and send it to the external participant via email, SMS, or other communication platforms.

4. External Participant Joins the Call:

  • The recipient opens the link on their mobile device, which prompts them to download or open the Dynamics 365 Remote Assist mobile app.
  • They can then join the call without needing a license. 

5. Conduct the Remote Assist Session:

  • During the call, both parties can utilize features like real-time video, 3D annotations, and file sharing to collaborate effectively. ([community.dynamics.com][4])

Important Considerations

  • One-time call links are single-use; once the call ends, the link becomes inactive, and the external participant cannot rejoin or access the chat history. ([learn.microsoft.com][2])
  • External participants cannot initiate calls; they can only join calls initiated by licensed Remote Assist users
  • This feature is not supported on HoloLens for external users; they must use the mobile app. 

By leveraging the one-time call feature in Dynamics 365 Remote Assist, organizations can provide immediate, expert support to field technicians, enhancing problem resolution efficiency without the need for all participants to have licenses.

Comments

Post a Comment

Popular posts from this blog

Effective Strategies for Debugging Plugins in Dynamics CRM

Image
In a recent interview, I was asked about debugging plugins in Dynamics CRM. The interviewer specifically wanted to know my approach to plugin debugging. In response, I mentioned using the Plugin Registration Tool profiler. However, I later realized there are multiple methods to debug plugins in Dynamics CRM/Dataverse, each essential for efficient troubleshooting. Debugging plays a crucial role in development, and having a solid understanding of various debugging approaches can help streamline issue resolution in Dynamics 365. Here, I'll explore different techniques for debugging plugin code. There are below options to use in the plugin in Dynamics CRM/Dataverse ITracingService : In Dynamics CRM plugin development, ITracingService is a service provided within the plugin's execution context that logs information for tracing and debugging. It allows developers to capture real-time. Plugin Profiler : A plugin profiler in Dynamics CRM (or Dataverse) is a debugging tool in the Plugi...
Read more

Exploring the Differences: Managed vs. Unmanaged Solutions in Dynamics CRM/Dataverse

Image
In Dynamics CRM/Dataverse, solutions are central to Application Lifecycle Management (ALM) , providing a structured way to manage, package, and distribute customizations across environments. Microsoft uses solutions to transfer apps and customizations by exporting them from one Dataverse environment and importing them into another.  Each solution is authored and maintained by a publisher and includes components like Power Apps (canvas and model-driven), flows, entities, forms, connectors, web resources, and configurations—excluding business data. Solutions streamline ALM practices within Microsoft Power Platform. In Dynamics CRM/Dataverse, there are two types of solutions: Managed and Unmanaged . When planning an implementation, it’s important to understand the advantages and disadvantages of each to make an informed decision. Let’s explore both types to determine the best approach for development and deployment. In Dynamics 365 CRM, a managed solution is a fully packaged solution ...
Read more

Connecting the Dots: FetchXML and Web API Integration in Dataverse

Image
 In Dataverse, FetchXML and the Web API are two powerful mechanisms for retrieving data and interacting with entities. Here's a brief overview of each and how they can be integrated: 1.    FetchXML :      -   Definition:   FetchXML is a proprietary query language used in Microsoft Dynamics 365 and Dataverse for querying data from entities.    -   Usage:   FetchXML queries can be used to retrieve data based on complex criteria, perform aggregations, and filter records.    -   Features:   FetchXML supports various query expressions, including conditions, sorting, grouping, and aggregation functions.    -   Integration:   FetchXML queries can be executed programmatically using client-side scripting, server-side code, or through tools like the Dynamics 365 Web API. 2.    Web API :      -   Definition:  ...
Read more