Note
Access to this page requires authorization. You can try signing in or changing directories.
Access to this page requires authorization. You can try changing directories.
Important
This content is archived and is not being updated. For the latest documentation, go to Overview of Dynamics 365 Field Service. For the latest release plans, go to Dynamics 365, Power Platform, and Cloud for Industry release plans.
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 | 
Mar 28, 2025 |
- | Mar 2026 |
Business value
The Scheduling Operations Agent for Dynamics 365 Field Service enables dispatchers to quickly and easily optimize schedules for technicians as conditions change throughout the workday, significantly improving their productivity. Dispatchers can ask Copilot to optimize and address issues such as traffic delays, double bookings, or last-minute cancellations that often result in conflicts, gaps, or idle time in a technician's schedule. You can instruct Copilot to achieve the desired business objective, such as to maximize technician usage or work order priority while also considering factors like skillset match, territories, and promised time windows.
Feature details
Dispatchers often spend a considerable amount of time and energy to review and adjust each technician's schedule as conditions change throughout the workday:
- A technician has one or more cancellations in the afternoon. What would be the optimal requirements to use to fill the open slots so that promise windows are kept and high-priority work is preferred and is located around the same neighborhoods that the technician is due to travel to?
- A technician is running over the planned time for the current booking and as a result they will be late for the next booking and the delay might cascade to subsequent bookings. How best to adjust the bookings for the remainder of the day?
- A technician recovered from illness sooner than expected and is now available for work earlier than planned. What is the best way to schedule work for them when they return?
- A technician’s schedule appears to contain a lot of low-priority work that isn't due for weeks. How best to improve the schedule with work that better meets desired business goals?
- A technician’s schedule for the day has been built manually or with the schedule assistant. What is the best way to rearrange the schedule so that the resource’s travel time is reduced?
In each case, the dispatcher has to carefully assess the situation, determine which business goals apply, and then proceed to update the schedule manually, one booking at a time.
With this release of Scheduling Operations Agent, dispatchers can just ask Copilot to provide the best schedule for the affected technician. Within seconds, the dispatcher gets a suggested schedule for review, and can apply the updates.
Copilot can be directed to optimize for the desired business goal, such as to maximize technician usage or work order priority. It can intelligently choose among existing bookings and new unfulfilled work orders based on factors like skillset match, territories, and customer promise windows. Users can access the feature from the Copilot side pane anywhere within the Dynamics 365 Field Service application.
Geographic areas
This feature will be released into the following Microsoft Azure geographic areas:
- Norway
- Singapore
- South Africa
- Switzerland
- United States
- Europe
- Asia Pacific
- United Kingdom
- Australia
- Brazil
- Canada
- India
- Japan