Dynamics 365 Field Service : Configure technician service reports

In the world of field service, the ability to deliver clear, professional, and customized service reports to customers is no longer optional—it’s a necessity. Dynamics 365 Field Service empowers organizations to configure Technician Service Reports (TSRs) that capture every detail of a work order, ensuring transparency, accountability, and customer satisfaction.

In this blog, we’ll break down what Technician Service Reports are, why they matter, and how to configure them step-by-step.

What is a Technician Service Report (TSR)?

A Technician Service Report is a PDF or digital document automatically generated in Dynamics 365 Field Service after a work order is completed. It includes:

  • Work performed (tasks, parts, time)
  • Photos and signatures
  • Customer and technician details
  • Notes and recommendations

TSRs are delivered to the customer as proof of service, often via email or customer portal.

Why Use Technician Service Reports?

  • Documentation: Tracks work history for customers and your team 
  • Transparency :Shows exactly what was done, with evidence      
  • Digital Signatures: Enables customers to approve work digitally     
  • Automated Delivery: No manual paperwork—send reports instantly      
  • Eco-Friendly :  Reduces paper usage with digital PDFs           

How to Configure Technician Service Reports in Dynamics 365 Field Service

Let’s break it into simple steps:

Enable Service Report Templates

  • Go to Field Service Settings in Dynamics 365.
  • Ensure Enable Service Report Templates is set to Yes.

This allows you to define templates for your reports.

Create or Customize a Service Report Template

  •  Navigate to Settings → Service Report Templates
  •  Either:
    •  Use a default template
    •  Or create a custom template with your branding, logos, and sections.

Tip: Use Microsoft Word’s familiar layout tools to design the template. Add dynamic fields like:

  • Customer Name
  • Work Order Details
  •  Photos captured on-site
  •  Technician notes

Define Work Order Data to Include

In your template, select which data points to display:

  • Summary of work
  • Services and products used
  • Start and end times
  • Attach photos from the mobile app
  • Capture customer signature

Automate Report Generation

Configure workflows or Power Automate flows to:

  • Generate the TSR when a work order is marked as Completed
  • Email the PDF to the customer or attach it to the work order record

Test and Refine

Before going live:

  •  Simulate a work order completion
  •  Verify the PDF layout, branding, and content
  •  Adjust template fields as needed for different customers or work types

Example Use Case

A technician completes an HVAC repair:

1. Updates the work order in the Field Service mobile app

2. Adds photos and notes about the repair

3. Customer signs on the tablet

4. TSR PDF is auto-generated and emailed to the customer within seconds

Result: No paperwork, no delays—just instant, professional communication.

Final Thoughts

Configuring Technician Service Reports in Dynamics 365 Field Service is about more than ticking a box—it’s about building trust with your customers and streamlining operations.

With the right templates and automation, you can turn every completed job into a branded, professional report that speaks volumes about your organization’s commitment to service excellence.

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