Plan and prepare for Dynamics 365 Field Service in 2024 release wave 1

Important

The 2024 release wave 1 plan covers all new functionalities planned for release from April 2024 to September 2024. In this article, you see the product overview and what's new and planned for Dynamics 365 Field Service.

Overview

Dynamics 365 Field Service is a leading field service management application that helps companies transform their service operations with processes and experiences to manage, schedule, and perform service tasks. Field Service connects people, places, and things to deliver customer-centric experiences.

It includes work order management, resource scheduling, asset management capabilities, and frontline worker tools. With Field Service, organizations move from paper-based reactive service to proactive and predictive world-class service. The solution empowers digital transformation and supports innovative business models such as outcome-based service.

In the 2024 release wave 1, we introduce the next generation of Copilot-first, modern, task-oriented experiences to general availability, new work order experiences for service managers and frontline workers, and experiences integrated into Microsoft Teams and Outlook using the power of AI with Copilot.

In addition to modernizing experiences and infusing them with AI, Dynamics 365 Field Service enables organizations to more effectively manage operations with native integrations with finance and operations and Business Central apps, new capabilities for resource scheduling, and the frontline worker mobile application.

Get ready for the power of Dynamics 365 Field Service and elevate your service operations to deliver world-class service.

Updates to Dynamics 365 Field Service 2024 release wave 1

Investment areas

Boost technician productivity
Service technicians and frontline workers are the essence of any field service organization. They provide excellent customer service by fixing the customers' issues. It's critical that frontline workers have the best digital tools that enable them to engage with their peers, the back office, and customers while staying on top of their field duties. Empowering technicians and frontline workers to perform better service and achieve high first-time fix rates is a core objective of Field Service.

The core of the technician experience is the Field Service Mobile app. With its rich set of features that work in offline conditions, the Field Service Mobile app is the trustworthy companion for frontline workers.

Copilot and AI innovation Copilot transforms the Field Service experience for both managers and frontline workers. With Copilot, managers are more productive and deliver a better service experience as it helps them manage and schedule work across their workforce. Frontline workers can spend more time fixing issues because Copilot helps find and update critical information. By keeping users in the flow of work across interfaces on the web, mobile, and Microsoft 365, Copilot enables managers and frontline workers to ask questions, update information, and streamline their process across Microsoft 365 apps and Field Service.

Optimize resource scheduling Resource management and scheduling optimization are central to field service management. With resource scheduling, service organizations can efficiently triage unscheduled work orders and cases, and schedule the nearest matching technicians to deliver service to customers. The schedule board offers scheduling capabilities for dispatchers, project managers, and resource managers in different views. It also offers extensibility capabilities for partners who want to tailor functionality to their needs. The Scheduling Optimization Agent that lets you schedule frontline workers is now easier to use than ever.

Stay in the flow of work with Microsoft 365 apps
Seamless integration for Field Service operations within your familiar Microsoft 365 applications is crucial for Field Service organizations. Frontline managers and workers can start their day through Viva Connections, and perform essential tasks directly within Microsoft Teams and Copilot in Outlook, eliminating the need to switch between apps. By integrating these capabilities, we empower frontline teams to streamline their workflows and enhance productivity.

Frontline managers and workers can create, view, and manage work orders without leaving their Microsoft 365 applications. Additionally, we continuously blend collaboration and systems of engagement by merging these two types of apps into a cohesive experience. Whether it’s responding to customer emails in Outlook with Field Service specific Copilot prompts or updating work order statuses in Teams, everything happens right where you work.

Streamline work order management
With streamlined workflows and Copilot's assistance, service managers efficiently allocate resources, coordinate schedules, and monitor progress to ensure operational efficiency. Dynamics 365 Field Service fosters collaboration with field technicians and customers, maintaining a high level of customer satisfaction. Advanced analytics empowers service managers to analyze feedback and metrics, identify areas for improvement, and enhance service quality and customer experience.

In this wave, we continue investing in enhancements to existing Copilot experiences, bug fixes, performance improvements, and addressing top customer-identified product gaps.

Discover how Dynamics 365 Field Service transforms your service processes and elevates your operations.

To learn more about the entire set of capabilities delivered during this release wave, check out the release plan for Dynamics 365 Field Service:

Check out the release plan

For application administrators

User-impacting features to the user experience enabled automatically
Application administrators should review user-impacting features. This review process helps manage release changes and supports successful onboarding of new capabilities released to the market. For the complete list, see all features tagged "Users, automatically" in the release plan.

Features that must be enabled by application administrators
This release wave includes features that administrators, makers, or business analysts must enable or configure for their users. For the complete list, see all features tagged "Users by admins, makers, or analysts" in the release plan.

Get the most out of Field Service

Helpful links	Description
Release plan	View all capabilities included in the release.
Licensing	Learn how to license Field Service.
Product documentation	Find documentation for Field Service.
User community	Engage with Field Service experts and peers in the community.
Upcoming events	Find and register for in-person and online events.
Product trials	Get started with Field Service.