Announcing Copilot in Dynamics 365 Field Service

Iron Contributor


On August 9, 2023, Microsoft announced the Public Preview of Copilot in Dynamics 365 Field Service. Microsoft’s Copilot capabilities work alongside frontline managers to streamline work order creation, optimize technician scheduling, accelerate responses to customers, and suggest next steps with intelligent recaps. This ultimately optimizes service delivery and speeds up time to resolution.



Resolving problems the first time, at the right time, is pivotal for field service organizations. Copilot in Dynamics 365 Field Service empowers frontline managers to be efficient and collaborative in their flow of work. Frontline managers who receive service requests or questions via emails can leverage next-generation AI to streamline work order creation directly within Outlook. Copilot pre-populates relevant data, including summaries of customer escalations, into draft work orders for managers to review in their flow of work. Once saved, these work orders automatically sync to Dynamics 365 Field Service as the system of record.


A new Dynamics 365 Field Service mobile experience, also in preview starting August 9, will save technician time by cutting down the number of taps for key tasks in half. From changing the status of a booking with a quick swipe, to accessing driving directions to a customer site with one tap, frontline technicians can quickly access needed information on the go. In addition, to help improve first-time fix rates, Dynamics 365 Guides can be embedded in the Field Service mobile app for step-by-step instructions with pictures and videos explaining the immediate task.

With the preview of a new Dynamics 365 Field Service app in Microsoft Teams starting August 9, frontline technicians can now see upcoming work orders at-a-glance as Tasks in their Microsoft Viva Connections home experience and can easily drill into details such as location or issue type. Frontline technicians can now share full work order details through cards in Teams and access Remote Assist via their home experience in Teams mobile. This will help to problem solve with remote experts in real time using 3D spatial annotations that lock to the physical world.


To try the new Copilot capabilities and the Microsoft 365 integrations for Dynamics 365 Field Service that are now in preview, administrators can set up Dynamics 365 Field Service for Outlook (Preview) and Dynamics 365 Field Service (Preview) app....  Administrators can also opt-in to the new Dynamics 365 Field Service mobile experience available now in preview. To try the new Dynamics 365 Field Service web experience available now in early access, users can switch to Work Order (Preview) in their system.


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