Overview of Dynamics 365 Field Service 2020 release wave 2


This content is archived and is not being updated. For the latest documentation, see Microsoft Dynamics 365 product documentation. For the latest release plans, see Dynamics 365 and Microsoft Power Platform release plans.


Some of the functionality described in this release plan has not been released. Delivery timelines may change and projected functionality may not be released (see Microsoft policy). Learn more: What's new and planned

Dynamics 365 Field Service is an end-to-end solution for onsite service that empowers organizations to move from being reactive to providing proactive or predictive field service, and to embrace new business models such as outcome-based service or "anything as a service."

For the 2020 release wave 2, we are focused on the following areas:

  • Insights: We continue to add intelligence to Field Service including a new Field Service dashboard for monitoring key KPIs, ability to send work order completion surveys with Dynamics 365 Customer Voice, and work order completion metrics.
  • Proactive service delivery: User experience enhancements for working with all Field Service forms, further integration with Supply Chain Management, ability to create hierarchical models for assets, and location capabilities for work orders.
  • Scheduling: Multiday manual scheduling, optimizer embedded in the schedule board, enhanced skills-based matching in resource scheduling, predictive technician travel time, ability to schedule technicians to travel outside of working hours, and enhanced work hours for requirements.
  • Technician success: Field Service inspections, technician locator, and Power Apps mobile enhancements.

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