Get insights for technicians from Copilot

Important

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

Enabled for	Public preview	Early access	General availability
Users by admins, makers, or analysts	-	-	Apr 2024

Business value

Enhancing the first-time fix rate through the use of Copilot in Dynamics 365 Field Service significantly impacts operational efficiency, customer satisfaction, and the overall effectiveness of frontline workers.

Feature details

With this feature, technicians can use Teams on mobile devices to ask questions and get insightful answers from Copilot regarding their work orders, bookings, assets, and other Field Service-related data.

Technicians receive immediate access to a vast repository of data, including work instructions, manuals, and knowledge articles, directly relevant to the task at hand. This reduces the time spent searching for information, allowing for quicker diagnostics and problem-solving.

Copilot understands the context of the work order or asset, including its history, specifications, and common issues. By providing tailored suggestions and insights, it ensures that technicians can approach the problem with all the necessary background information, thus increasing the likelihood of a first-time fix.

By offering step-by-step guidance and troubleshooting support, Copilot helps bridge the skill gap among technicians. This is especially beneficial for less experienced technicians or when dealing with complex or rarely encountered issues.

As technicians work on jobs, they can interact with Copilot for real-time advice, further fine-tuning their approach based on the insights. This dynamic support system adapts to the evolving nature of the job, providing assistance as new challenges arise.

Geographic areas

This feature will be released into the following Microsoft Azure geographic areas:

• Germany
• Norway
• Singapore
• South Africa
• Switzerland
• United Arab Emirates
• United States
• Europe
• Asia Pacific
• United Kingdom
• Australia
• Canada
• India
• Japan
• France
• Korea