Work with work order-related records
Work orders in Dynamics 365 Field Service connect to multiple related records that ensure the job is executed correctly, scheduled appropriately, and billed to the right account.
Account relationships
Every work order is associated with an account record. Two account fields appear on the work order:
- Service Account: The account where the work takes place. The service account address is added to the work order and used for scheduling.
- Billing Account: The account responsible for payment and where the invoice is sent. It defaults to the service account unless a different billing account is defined on the service account record. The billing account can be changed at any time.
Work order types, priorities, and service territories
Work order types, priorities, and service territories help with reporting, routing, and scheduling.
- Work Order Types: Categorize work orders by the kind of work performed, such as installations, repairs, preventive maintenance, or break-fix.
- Priority: Defines the importance of the work order. Priority levels are used alongside work order types to determine scheduling order.
- Service Territory: Organizes work orders and resources by geographic area. When a work order is created for an account, the account service territory is applied automatically. Resources assigned to a territory can then be scheduled for work orders in that area.
Note
The Service Territory field may not appear on the work order form by default.
Use Copilot with work orders
Copilot in Dynamics 365 Field Service helps dispatchers, service managers, and technicians review work order information more quickly. In the web app, users can ask natural language questions about Field Service data and use predefined prompts to find the details they need.
Copilot can also generate work order summaries that surface the current status, priority, related activity, and likely next actions.
These summaries are especially useful when users need to:
- Understand the latest activity before scheduling or dispatching work.
- Review customer, asset, and service context before a visit.
- Catch up on a work order that another team member updated.
For more information, see Copilot features in Dynamics 365 Field Service and Summarize work orders with Copilot.