Summary and resources
In this module, you learned about Dynamics 365 Field Service, a comprehensive solution that helps organizations deliver onsite services and manage their mobile workforces. The key points covered include the benefits of using Dynamics 365 Field Service, such as increasing efficiency, improving customer satisfaction, and the various capabilities it offers. These capabilities include:
- work order management
- scheduling and dispatch tools
- communication tools
- a mobile application for technicians
- asset management and preventative maintenance
- inventory and purchasing capabilities
- billing capabilities
- time tracking
- analytics for reporting
The main takeaways from this module are that Dynamics 365 Field Service improves organizational efficiency. This efficiency gain is based on increasing first-time fix rates, completing more service calls per technician, reducing travel time and vehicle wear, and managing follow-up work. Dynamics 365 Field Service also enables organizations to provide accurate arrival times to customers, provide technicians with accurate account and asset history, and schedule onsite visits at the customer's convenience. The module also highlighted the importance of inspections in Dynamics 365 Field Service. Inspections are digital forms that technicians can use to answer questions and provide additional information as part of a work order. Inspections help ensure technicians follow all necessary steps, simplify data entry, and improve service quality and customer satisfaction.
Throughout this module, we:
- Described field service
- Described a typical field service lifecycle
- Examined the lifecycle of a work order
- Explained how to use Copilot for faster work order creation and scheduling
- Explained inspections
Now that you’re familiar with the basic features and functionality available, your next step would be to examine the core capabilities of Dynamics 365 Field Service in more detail. In the next module, we discuss work order management, scheduling, inventory management, and asset management.