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Requirements for deploying and using Dynamics 365 Remote Assist

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Tip

Dynamics 365 Remote Assist customers now have access to Remote Assist in Microsoft Teams mobile. Take advantage of all that Teams has to offer and collaborate with other users! For the best calling experience on HoloLens, use Dynamics 365 Guides.

With Guides, the same remote experts can assist you through a problem while you have the holographic content of a Guide appearing before you.

Learn more and try Guides!

Note

Azure Active Directory is now Microsoft Entra ID. Learn more.

To deploy and use Dynamics 365 Remote Assist, make sure you meet the following technical requirements.

Device requirements

Review the supported devices and device requirements for Dynamics 365 Remote Assist.

Supported devices

The Dynamics 365 Remote Assist application is supported on:

Individuals without the Dynamics 365 Remote Assist app can join a Dynamics 365 Remote Assist call using the Teams application on a Windows 10 PC or Mac, or mobile device.

Note

Accuracy of annotations is highly dependent on the capabilities of the device. Use Android devices that have a time-of-flight (ToF) sensor and support the Depth API and iOS devices that have a LiDAR sensor (see LiDAR sensor in the tables listed for iOS and iPadOS devices) for a better augmented reality (AR) experience.

Device options and requirements for a Dynamics 365 Remote Assist user

Device OS requirements Details
Dynamics 365 Remote Assist on HoloLens or HoloLens 2 HoloLens or HoloLens 2 running 10.0.17134.0 (Windows 10 April 2018) build or later. We recommend updating HoloLens to newer versions when available. See Manage updates to HoloLens to use Windows Update for Business, Mobile Device Management (MDM), and Windows Server Update Services (WSUS).
Dynamics 365 Remote Assist on mobile devices Dynamics 365 Remote Assist mobile is available on all devices, including ARCore-enabled Android phones or tablets, ARKit-enabled iOS iPhones or iPads, and mobile devices without AR support.

For Android devices, the minimum operating system required is Android 7.0. For iOS devices, the minimum operating system required is iOS 12.2.

 See Android AR-supported devices, iOS ARCore-supported devices, or Dynamics 365 Remote Assist mobile calls on mobile devices without AR support.

Important

When you use Dynamics 365 Remote Assist on a non-Windows device, the operating system of the device processes some personal data to enable push and incoming call notifications. Microsoft may, accordingly, send data to the external, third-party notification services so users can see who is calling or be notified of a chat message. Google Firebase Cloud Messaging (FCM) and Apple Push Notification services are not provisioned in a dedicated data center for exclusive use by you and are governed by their own service-specific terms and privacy statements, which you should carefully review.

Device options and requirements for a Teams user

Dynamics 365 Remote Assist supports new Teams seamlessly. No migration required. Learn more: New Microsoft Teams app.

Device OS requirements Details
Teams application on Windows 10 (or later) PC Any Windows 10 (or later) build. A Windows 10 (or later) PC running the Teams PC application can collaborate with Dynamics 365 Remote Assist on supported devices.
Teams application on Mac There are no OS requirements A Macintosh computer running the Teams application can collaborate with a Dynamics 365 Remote Assist user on supported devices.
Teams application on mobile device Any iOS or Android phone or tablet running Teams. A phone or tablet running the Teams mobile application can collaborate with Dynamics 365 Remote Assist on supported devices.

Note

Dynamics 365 Remote Assist may not be available in your country/region. For more information, see Dynamics 365 Remote Assist mobile availability.

Licensing and product requirements per role

Review the licensing and product requirements by user role.

Dynamics 365 Remote Assist app user

A Dynamics 365 Remote Assist license includes the following three products:

  • Dynamics 365 Remote Assist
  • Microsoft Teams
  • Microsoft Dataverse

Note

Dynamics 365 Remote Assist supports a subset of Microsoft Teams policies.

Included with Dynamics 365 Remote Assist license What capabilities are available?
Dynamics 365 Remote Assist and Teams Use calling features through the Dynamics 365 Remote Assist app on HoloLens or mobile devices. Features include:
- Make a call
- Use mixed-reality annotations
Microsoft Dataverse - Access to the Dynamics 365 Remote Assist model-driven app
- Create and manage assets either within or outside a Dynamics 365 Remote Assist call
- Create and share one-time call links
- See analytics and insights based on your call records

A Microsoft Entra account is also required for purchasing the Dynamics 365 Remote Assist subscription and for assigning licenses. You'll need a Microsoft Entra account for each licensed user. They'll use this account when signing in to the app.

Note

The Dynamics 365 Remote Assist, Teams, and Dataverse licenses must be assigned to a native member of the tenant (Microsoft Entra member account). Dynamics 365 Remote Assist does not support Microsoft Entra B2B; an individual cannot sign into Dynamics 365 Remote Assist using a Dynamics 365 Remote Assist license assigned to an Microsoft Entra guest account.

Leverage even more capabilities with the following software:

If you have this service: You can access these additional capabilities through Dynamics 365 Remote Assist:
OneDrive for Business - Access and share OneDrive files
- Send snapshots
- Save snapshots to OneDrive
- Save photos received through text chat
Exchange Online - Receive meeting invites to join meetings from Dynamics 365 Remote Assist
- Schedule a one-time call
Dynamics 365 Field Service - Call an expert listed in a Field Service work order
- Save call artifacts (for example, call recording, files shared) to a Field Service work order
- Browse a Field Service booking and change the booking status directly from Dynamics 365 Remote Assist while doing the scheduled task
Power BI - View a Power BI dashboard embedded in a Field Service work order

Using the Calls dashboard in the model-driven app does not require a Power BI license.
Microsoft Stream - Record Remote Assist calls either from within the Remote Assist app, or from the Teams app

Microsoft Teams app user

What license does the Teams user have? Capabilities in a Dynamics 365 Remote Assist call:
None The Teams PC or Mac user can:
- Join a call using a one-time call link
- Join a meeting that allows anonymous participants
- Use mixed-reality annotations
Teams The Teams user’s experience is identical regardless of whether the Teams user is:
- A member in the Dynamics 365 Remote Assist user’s tenant
- A guest in the Dynamics 365 Remote Assist user’s tenant
- A member in a tenant that’s federated with the Dynamics 365 Remote Assist user’s tenant (Teams desktop only)
EXCEPT
- Any differences described here.

Additional collaboration capabilities include:
- Make a call
- Record a call
OneDrive for Business - Share OneDrive files
- Send snapshots
- Save snapshots to OneDrive

Administrator

Microsoft Entra account to assign licenses in Microsoft 365 admin portal and distribute applications through Microsoft Store for Business. Learn more about how to deploy Dynamics 365 Remote Assist.

Network requirements

A variety of network conditions, including bandwidth, latency, jitter, and packet loss, can impact your video calling experience. Although audio and video calls might be possible in environments with reduced bandwidth, you might experience feature degradation.

Dynamics 365 Remote Assist mobile

When using Dynamics 365 Remote Assist on mobile devices:

  • A minimum of 1.5 Mbps up/down is required for peer-to-peer HD quality video calling with resolution of HD 720p at 15fps.

If Dynamics 365 Remote Assist mobile autodetects that the technician is experiencing poor network conditions, it will prompt the technician to share high-quality snapshots instead of transmitting a low-quality live video feed. See Calls in low bandwidth for more information.

Dynamics 365 Remote Assist HoloLens

When using Dynamics 365 Remote Assist on HoloLens:

  • A minimum of 1.5 Mbps up/down is required for peer-to-peer HD-quality video calling with resolution of HD 1080p at 30 fps.
  • For optimal peer-to-peer HD-quality video calling with resolution of HD 1080p, 4-5 Mbps up/down is required. In some circumstances, such as using the first gen HoloLens, even 4-5 Mbps up/down does not guarantee 1080p video calling at full quality.

URLs and ports

Review the minimum URL end points and TCP/UDP ports utilized by Dynamics 365 Remote Assist. All must be reachable from the Dynamics 365 Remote Assist app. If you have specialized needs or scale, see the Teams comprehensive list.

Note

US Government Community Cloud (GCC) environments require additional URLs to be added to the allowlist. For more information, see the following topics:

Service/App Minimum URL endpoints TCP/UDP ports
Teams - *.registrar.skype.com
- *.teams.microsoft.com		 UDP: 3478, 3479, 3480, 3481
Authentication - login.microsoft.com
- login.microsoftonline.com
- login.live.com
- sts.windows.net		 TCP: 80, 443
Microsoft Graph graph.microsoft.com TCP: 80, 443
Enterprise Configuration Service ecs.office.com TCP: 80, 443
Dynamics Services *.crm.dynamics.com TCP: 80, 443
Sharepoint/OneDrive *.sharepoint.com TCP: 80, 443
Windows Notification Service See Enterprise Firewall Configurations to Support WNS Traffic
Connection Test *.msftconnecttest.com TCP: 80, 443

Network optimization recommendations

Potential optimizations for Dynamics 365 Remote Assist include:

Additional resources

Next steps