Plan and prepare for Dynamics 365 Field Service in 2024 release wave 2

Important

The 2024 release wave 2 plan covers all new functionalities planned to be delivered to market from October 2024 to March 2025. In this article, you'll find the product overview and what's new and planned for Dynamics 365 Field Service.

Overview

Dynamics 365 Field Service is an industry-leading field service management application that allows companies to transform their service operations with processes and experiences to manage, schedule, and perform. Field Service helps connect people, places, and things to deliver customer-centric experiences.

It includes work order management, resource scheduling, asset management capabilities, and frontline worker tools. Field Service allows organizations to move from paper-based reactive service to delivering proactive and predictive world-class service, empowering digital transformation and allowing innovative business models such as outcome-based service.

In the 2024 release wave 2, we bring the next generation of Copilot-first, modern, task-oriented experiences across all Field Service personas and app areas.

• Frontline workers can leverage Copilot to retrieve information from company information including documents, and initiate remote assistance calls using mixed reality right from within Teams.
• Managers can create, manage, and update work orders through Copilot from within the web interface, Outlook, and Teams.
• Copilot allows dispatchers to swiftly book frontline workers using the power of AI with Copilot.

In addition to infusing Field Service with AI, we also enable organizations to more effectively manage operations with seamless integrations with Teams, Outlook, and Viva Connections.

Get ready for the power of Dynamics 365 Field Service and elevate your service operations to deliver world-class service.

Investment areas

Boost technician productivity
Service technicians and frontline workers are the essence of any field service organization. They’re the vanguard of providing excellent customer service by fixing the customers' issues. It's critical that frontline workers have the best digital tools that enable them to engage with their peers, the back office, and customers while staying on top of their field duties. Empowering technicians and frontline workers to perform better service and achieve high first-time fix rates is a core objective of Field Service.

The core of the technician experience is via the Field Service Mobile app. With its rich set of features that work in offline conditions, the Field Service Mobile app is the trustworthy companion for frontline workers.

Copilot and AI innovation
Copilot transforms the Field Service experience for both managers and frontline workers. Managers are more productive and deliver a better service experience with Copilot helping them manage and schedule work across their workforce. Frontline workers can spend more time focusing on fixing issues with Copilot helping to find and update critical information. Copilot helps keep users in the flow of work across interfaces on the web, mobile, and Microsoft 365, allowing managers and frontline workers to ask questions, update information, and streamline their process across Microsoft 365 apps and Field Service.

Optimize resource scheduling
Resource management and scheduling optimization are at the heart of field service management. Resource scheduling enables service organizations to triage unscheduled work orders and cases efficiently and schedule the nearest matching technicians to deliver service to their customers. The schedule board offers scheduling capabilities for dispatchers, project managers, and resource managers in different views and extensibility capabilities for partners to tailor functionality to their needs.

To learn more about the entire set of capabilities being delivered during this release wave, check out the release plan for Dynamics 365 Field Service below:

Check out the release plan

For application administrators

User-impacting features to the user experience enabled automatically
User-impacting features should be reviewed by application administrators. This facilitates release change management and enables successful onboarding of new capabilities released to market. For the complete list, look for all features tagged "Users, automatically" in the release plan.

Features that must be enabled by application administrators
This release wave contains features that must be enabled or configured by administrators, makers, or business analysts to be available for their users. For the complete list, look for all features tagged "Users by admins, makers, or analysts" in the release plan.

Get the most out of Field Service

Helpful links	Description
Release plan	View all capabilities included in the release.
Licensing	Improve your understanding of how to license Field Service.
Product documentation	Find documentation for Field Service.
User community	Engage with Field Service experts and peers in the community.
Upcoming events	Find and register for in-person and online events.
Product trials	Get started with Field Service.