Set up Microsoft 365 integration for Field Service

As an administrator, your tasks to set up Microsoft 365 integrations for Dynamics 365 Field Service depend on which capabilities your organization decides to use:

  • Microsoft Outlook
  • Microsoft Teams
  • Microsoft Viva Connection and Teams
  • Any combination or all three

As an admin, you can enable the Field Service for Outlook add-in for your organization or for specific users and groups.

Field Service for Outlook includes copilot AI capabilities to create work orders in Outlook. Copilot adheres to responsible AI guidelines. To opt out of using Copilot, see Give consent to use Copilot in Field Service for Outlook.


Deploy the Field Service for Outlook add-in

To set up Field Service for Outlook capability for your organization, enable it as an Outlook Add-in. For more information, see Install or remove add-ins for Outlook for your Exchange 2013 organization.

  1. Sign in to the Microsoft 365 admin center as a global admin or Exchange admin.

  2. Select Settings > Integrated apps, and then select Get apps. For more information, see Deploy an Office Add-in using the admin center.

    Microsoft admin center with Integrated apps highlighted

  3. Search for and select Dynamics 365 Field Service for Outlook.

    Field Service Outlook add-in card

  4. Select Add, Get it now, or Update. Confirm your information.

  5. On the Add users page, under Assign users, select Entire organization.

    Field Service Outlook Add users screenshot

  6. Select Next, Accept permissions, Next, and Finish deployment.

Users might need to relaunch Microsoft 365 to view the add-in icon on the app ribbon. Outlook add-ins can take up to 24 hours to appear on app ribbons.

As an admin, you can enable or disable the use of copilot capabilities in Field Service for Outlook. When enabled, you agree that data may be stored and processed outside of your tenant's geographic region or compliance boundary.

  1. In the Field Service app, change to the Settings area.

  2. In the General section, select Field Service Settings.

  3. Select the Features tab.

    Field Service Settings page with Outlook Add-in Copilot highlighted.

  4. To give consent to use copilot to create work orders, enable Copilot in Microsoft Outlook.

  5. To use copilot to generate email responses, enable Generate email responses in Microsoft Outlook.

  6. Select Save.

Next steps