Field Service Outlook Add-in with Copilot for the frontline manager (preview)

[This article is prerelease documentation and is subject to change.]

Dynamics 365 Field Service provides an Outlook Add-in for frontline managers to manage work orders without disrupting their workflow. As a frontline manager, you can create, view, and edit work orders directly from your email without leaving Outlook. You can quickly respond to requests for service or questions about existing requests.

The Field Service (Preview) Outlook Add-in provides copilot capabilities where you can use the copilot to quickly create a work order with the information from the email. Then you can see suggested schedules so you can quickly select a technician and schedule the work order. Or, you can create a work order manually and use the Field Service schedule board for scheduling.

Install the Field Service (Preview) Outlook Add-in

If you don’t already have Outlook and Field Service licenses, contact your organization’s IT administrator. If your admin installed the add-in for your organization, you can skip this step.

Prerequisites

• Outlook on the web
• Outlook 2013 or later on Windows (or Mac)
• Environment is in a supported geography, region, and language

Install the Outlook Add-in

1. Go to AppSource and select Dynamics 365 Field Service for Outlook (Preview).

   

2. Select Get it now and confirm your information.

Note

Switching to a different theme in Outlook Web is not supported in Outlook add-ins.

Open the Field Service (Preview) Outlook Add-in

1. While in an email, select More actions (...), and then select Field Service (Preview).

   Tip

   If you can't find the add-in, it may appear in a different location. See Use an add-in in Outlook

   

2. Select Sign in to get started.

3. Select your environment. If you don’t know your environment, see Find your environment and organization ID and name.

4. Select Get started.

5. Add Field Service (Preview) to your favorites.

   • Select View > View settings.
   • Select Mail > Customize actions.
   • Under Message surface, select Field Service (Preview).
   • Select Save. Close settings.

   The Field Service (Preview) icon displays in all your emails.

Tip

To keep the Field Service (Preview) pane open across all emails, select the Pin icon.

Create a work order in Outlook using Copilot in Field Service (Preview)

This feature adheres to responsible AI guidelines. If you don't see the Copilot icon, your admin might have disabled this feature.

1. While in an email, open the Field Service (Preview) add-in. To avoid duplicate work orders, if the email was previously used to create a work order using Copilot, a message displays with a link to the work order.

2. On the Home tab, select Create a work order from email.

   

   A message displays that the work order is being generated.

   Tip

   If the email does not meet Microsoft Responsible AI guidelines, an error displays. You can create the work order manually.

3. Review the work order to ensure all AI-generated content is accurate and fill in any additional information.

   

4. At a minimum, ensure the required information is entered for the work order. For any field on the work order, if a value is not available in the drop-down list, select +. The Field Service app opens so you can enter a new value and its details. Save and close the Field Service app. Type the new value or select Refresh to add the new value to the drop-down list.

   • Service Account
   • Work Order Type
   • Price List

5. Select Save.

   After the work order is created, the work order number displays at the top of the Field Service (Preview) pane. The email is saved in the Field Service timeline. The System Status default is Unscheduled. You can schedule the work order or select the back arrow to return to the Home tab.

   

   Tip

   If you want to open the work order in the Dynamics 365 Field Service app, select the pop-out icon.

See View work orders and Edit a work order for any work orders created by the Copilot or manually.

Create a work order manually in Outlook

1. While in an email, open the Field Service (Preview) add-in.

2. On the Work orders tab, select the Create work order (+) button.

   

3. At a minimum, enter the required information for the work order. For any field on the work order, if a value is not available in the drop-down list, select +. The Field Service app opens so you can enter a new value and its details. Save and close the Field Service app. Type the new value or select Refresh to add the new value to the drop-down list.

   • Service Account
   • Work Order Type
   • Price List

   

   Tip

   Copy relevant information from the email into the Summary field. For general information about work orders, see Work order architecture.

4. Select Save. After the work order is created, the work order number displays at the top of the Field Service (Preview) pane. The System Status default is Unscheduled. You can schedule the work order or select the back arrow to return to the Home tab.

   

   Tip

   If you want to open the work order in the Dynamics 365 Field Service app, select the pop-out icon.

See View work orders and Edit a work order for any work orders created by the Copilot or manually.

Get schedule assistance

In Outlook, schedule assist functionality helps you schedule, reschedule, or move a booking for a work order.

Schedule a work order in Outlook

Scheduling is based on resource availability, skills, customer promised time windows, customer location proximity, and business unit.

1. After you create a work order or open an unscheduled work order, select the Scheduling tab. The system searches for available technicians based on the work order requirements and then displays suggestions. To view more suggestions, select Show more at the bottom of the list.

2. Review the suggested technicians and their availability. You can search for a technician by name, filter by dates, or sort the technicians by start time or travel time. If the Estimated Duration hasn't been set up in the resource requirements, 30 minutes is used as a default.

   

   Tip

   If the system doesn't find suggestions or you don't find the right technician, use the schedule board in Field Service instead.

3. Select the Book resource icon for the technician. The technician is booked and the status is changed to Scheduled. A confirmation displays at the top of the Field Service (Preview) pane.

4. If needed, update the booking status. A confirmation displays at the top of the pane.

5. Select the back arrow to return to the Home tab or the work order list.

Reschedule a work order in Outlook

Reschedule a scheduled work order to a different resource, date, or time. Use schedule assist to provide schedules based on resource availability, skills, customer promised time windows, customer location proximity, and business unit. Or manually move the date, time, or technician.

1. On the Copilot tab of the Field Service (Preview) pane, select View schedule.

   Tip

   You can also open a scheduled work order from the Work orders tab. Within the work order, select the Scheduling tab to view the schedule.

   

2. Select Reschedule. The system searches for available technicians based on the work order requirements and then displays suggestions. To view more suggestions, select Show more at the bottom of the list.

3. Review the suggested technicians and their availability. You can search for a technician by name, filter by dates, or sort the technicians by start time or travel time. If the Estimated Duration hasn't been set up in the resource requirements, 30 minutes is used as a default.

   

   Tip

   If the system doesn't find suggestions or you don't find the right technician, select Go to schedule board in Field Service instead.

4. Select the Book resource icon for the technician. The technician is booked. A confirmation displays at the top of the Field Service (Preview) pane.

5. Select the back arrow to return to the Home tab or the work order list.

Move a booking in Outlook

Change the date and time scheduled for the technician.

1. On the Copilot tab of the Field Service (Preview) pane, select View schedule.

   Tip

   You can also open a scheduled work order from the Work orders tab. Within the work order, select the Scheduling tab to view the schedule.

   

2. Next to Reschedule, select the ellipsis (…) > Move booking. The system automatically displays the current resource, but you can change it.

3. Select the date and time and select Update. The technician is booked. A confirmation displays at the top of the Field Service (Preview) pane.

View work orders in Outlook

1. While in an email, open the Field Service (Preview) add-in.

2. On the Work orders tab, a list of up to 50 work orders display. The most recent work order displays first.

   Tip

   To view more work orders in the Field Service app, select See more at the bottom of the list.

   

3. To find a particular work order, enter the work order ID in the Find by ID box and select Search.

4. To filter the work orders by status or priority, select Filter, make your choice, and then select Apply. To remove a filter, select Filter, clear each selection, and then select Apply.

5. Select a work order to view or edit the details.

Edit a work order in Outlook

1. While in an email, open the Field Service (Preview) add-in.

2. Select Open work order from the Copilot tab.

   Tip

   You can also open a work order from the Work orders tab. Use Find by ID or Filter to find the work order if necessary.

   

3. Make the necessary changes and select Save. Within the details of the work order, you can also:

   • Open a map to locate the service address
   • Open the schedule board in Field Service