Introduction
Onsite technicians need to have access to numerous information while they are working in the field. For example, they need to know what work orders they are scheduled to work on today and have access to the necessary information to assist them in resolving those issues. They should be able to capture notes, take pictures, access their task list, and note what parts and services were being used while they were working onsite.
Frequently, technicians will encounter scenarios where they require assistance from subject matter experts while they are completing a work order. Organizations that use Dynamics 365 Field Service to manage field service work orders can also enable their frontline workers to use Remote Assist on their mobile or HoloLens devices to see their Field Service bookings and quickly call the remote collaborator who is defined on the booking's Support Contact field.
Integrating Field Service with Remote Assist lets you accomplish the following tasks:
Launch Remote Assist mobile from a booking - By using deep links, technicians can launch Remote Assist and engage with a remote collaborator directly from a booking that they are working with on the Field Service Mobile application.
See relevant work order information - Because Field Service bookings are associated with work orders, all relevant work order information such as products, services, tasks, notes, and so on, are available to the technician to work with.
Post the call information - As you complete the call, information that is related to the call can be posted back to the associated work order's timeline. This process ensures that all relevant details from the call are accessible to anyone who has access to the work order in Field Service.
Prerequisites
Before your organization can start integrating Remote Assist, make sure that you have the following parameters set up.
Tenant
- Admin access to the Dynamics 365 tenant
- Dynamics 365 Field Service app installed
Licenses
- Technician (frontline worker) - Requires a Dynamics 365 Field Service license, a Dynamics 365 Remote Assist license, and a Microsoft Teams license.
Note
A Microsoft Teams license is included in a purchased Remote Assist license, but it is not included with a Remote Assist trial. A Microsoft Teams trial license will work).
- Remote collaborator - The remote collaborator only needs a Microsoft Teams license.
Field Service app
- This learning path and module assume that Field Service is already set up for technicians to view and manage work orders on Field Service Mobile. At a minimum, this setup involves completion of the following tasks:
- The Bookable Resource Booking entity must include the My Bookings for Today view, which is installed by default and should not be deleted or made inactive. This view is required only if technicians (frontline workers) are using Remote Assist on HoloLens.