Drive success with Microsoft Dynamics 365 Field Service.

Dynamics 365 Field Services enables companies to deliver an exceptional experience for customers and employees alike.  Customers can leverage built-intelligence to detect and resolve issues early while employees can dispatch them to right the cases based on their experience and resources so issues can be fixed the first time, every time.

The work order is a central part of the field service application. A work order contains the information on what work needs to be done and when. Work orders are used to allocate and schedule resources, and labor. The steps of the work order lifecycle include:

Work Order Creation

Work orders can be created from an opportunity or case record. They can also be manually created in D365. A work order contains vital information such as assigned task, services, skills or certifications required, territory of the project, etc. Using a pre-set incident type can save time, as this will automatically include the durations and tasks the field worker needs to perform to finish the work order.

Schedule and Dispatch

Once the work order is created, dispatchers can then view and interact with them on the schedule board. They can use Schedule Assistant or a routing engine to create a schedule for the work, considering the location, number of labour hours required and availability of field agents with the necessary skills. Once the order is sent to the client or field agent, the field agent can review the work order and accept or decline it.

 Service Completion

While working onsite, field agent can leverage Dynamics 365 Field Service directly to enter information about the tasks performed or sends the information to the dispatchers for entry.

Reviewing and Billing

Last, the work is reviewed for accuracy by the back office. Once the competed work is approved, an invoice can be mailed out, inventory shifts can be made, etc.

Work Order Creation

Work orders can be created from an opportunity or case record. They can also be manually created in D365. A work order contains vital information such as assigned task, services, skills or certifications required, territory of the project, etc. using a preset incident type can save time, as this will automatically include the durations and tasks the field worker needs to perform to finish the work order.

Schedule and Dispatch

Once the work order is created, dispatchers can then view and interact with them on the schedule board. They can use Schedule Assistant or a routing engine to create a schedule for the work, taking into account the location, number of labour hours required, and availability of field agents with the necessary skills. Once the order is sent to the client or field agent, the field agent can review the work order and accept or decline it.

Service Completion

While working onsite, the field agent can leverage Dynamics 365 Field Service directly to enter information about the tasks performed or sends the information to the dispatchers for entry.

Reviewing and Billing

Last, the work is reviewed for accuracy by the back office. Once the competed work is approved, an invoice can be mailed out, inventory shifts can be made, etc.

In today’s highly mobile workspace, your field workers need the ability to work wherever they are, on any device while having access to customer data. Dynamics 365 Field Service makes this possible. Microsoft Dynamics 365 Field Service allows companies to use mobile computing to improve connected field service communication, increase productivity, streamline work processes and enhance customer service and loyalty.

The solution can be used for scheduling, service execution, product sales and inventory management. Asset management integrated into the business system  provides complete access to financial and analytical data to drive business performance.

Field service capabilities in Dynamics 365 give companies the ability to manage a mobile workforce and deliver products and services to the clients’ location. This functionality helps companies ensure they are sending the right people, with the right skills, to the right place, at the right time and giving them the right technology and resources to complete the job.

Benefits of Microsoft Dynamics 365 Field Service:

• Leverage centralized customer information such as assets, service and invoice history
• Benefit from dynamic schedule boards that optimise how you manage and dispatch your staff
• Attain insight into service staff location and progress in real-time
• Obtain better insight into inventory levels
• Streamline and automate business processes

Dynamics 365 Field Service achieves these benefits by:

• Helping you gain insight into your staff and inventory to optimise response time to customers
• Eliminating tools such as paper and whiteboards to manage your service department
• Providing the necessary tools on devices to enable your staff with the knowledge that they need to optimise customer assets
• Helping you become a proactive vs. a reactive service provider

Field Service helps you get the right resources to the right place at the right time.

Field Service helps you schedule resources and match workers with the appropriate jobs, taking into account location, availability, requirements and customer preference. Field service connecting is easy with the help of a consultant.

Microsoft Dynamics 365 Field Service allows your project managers to manage inventory across locations. Real-time updates mean your inventory is always accurate. This allows for more accurate forecasting for your company.

Your technicians will have a 360-degree view of the customer as they are on site. This insight is available on any device equipped with the mobile application. Mobile workers will be able to manage their workday more effectively with the mobile app. Our experienced team of consultants will assist with implementing the right solution that will help you realize gains in services and productivity. Our D365 field service team will provide you with the tools to effectively manage both the people and resources in your business so that your business can focus on your customers.

enVista is a Microsoft Gold Certified Partner with unmatched process improvement and technical/functional expertise for a broad array of platform solutions and business productivity applications and collaboration tools. We uniquely enable manufacturing, distribution-centric, financial services and non-profit organisations to address their IT and business requirements.