Application setup and user configuration
Before technicians and remote collaborators can resolve Dynamics 365 Field Service work orders by using Remote Assist, the onsite technician needs access to both Field Service Mobile and Remote Assist. Technicians (frontline workers) will use Field Service Mobile to view and manage their assigned work orders. They will use Remote Assist mobile to make calls to remote collaborators. Any subject matter experts whom technicians will be collaborating with remotely will need access to Microsoft Teams.
To ensure that the onsite technician and remote collaborators can work together, set up the following parameters:
- Assign necessary licenses to the onsite technicians and remote collaborators.
- Ensure that the onsite technician has the appropriate security role in Dynamics 365.
- Define a bookable resource record for the onsite technician in Dynamics 365.
- Make sure that the onsite technician is signed in to the Field Service Mobile app.
- Confirm that the onsite technician is signed in to the Remote Assist mobile app.
- Ensure that remote collaborators are signed in to Microsoft Teams.
Assign licenses
Users who have administrative access to the tenant in which Dynamics 365 is deployed can assign the necessary licenses to technicians and remote collaborators through the Microsoft Admin Portal.
You will need to assign both a Dynamics 365 Field Service and Remote Assist license for each onsite technician (frontline worker) who will be completing work orders and initiating Remote Assist calls in the field. You can complete this assignment by going to Subscriptions under the billing group.
In addition to assigning licenses to the onsite technician (frontline worker), you will also need to assign a Microsoft Teams license to anyone who will be acting as a remote collaborator. This step is only necessary if the user is not already assigned a Teams license through a Microsoft 365 subscription, for example.
For more information, see assigning user licenses.
Under the Environments section, select the environment that Field Service is installed in and then select Settings.
Assign security roles
When a technician (frontline worker) has the appropriate licensing, they will need to have a security role assigned to them in the Dynamics 365 environment that they will be accessing Field Service in. This role assignment ensures that the technician will be able to implement and update work orders, access the mobile application, and perform other necessary duties. You can define security roles in Microsoft Power Platform admin center.
The Environments section includes the different environments that exist for this tenant. Locate the environment where Field Service is deployed and then select Settings.
The Settings area lets you modify different elements of the environment such as enabling features, configuring integration, and modifying user access. You can access the licensed users in your Dynamics 365 environment by expanding the Users and Permissions section and then selecting Users.
For each user that will be defined as an onsite technician (frontline worker), you will need to give them the Field Service – Resource security role by selecting Manage Roles on the user record. This security role ensures that the technician can access the necessary data and perform the necessary actions on records while they are working in the field.
For additional information, see defining security roles for users.
Set up the technician
Any person who will be performing work on Dynamics 365 Field Service work orders needs to have a bookable resource record that is associated with their user account. A bookable resource refers to any resource that might be used in the delivery and completion of a work order. This resource record might represent a person, a piece of equipment, or even a facility. When you are integrating Dynamics 365 Field Service and Remote Assist, the bookable resource refers to the technician (frontline worker) who will access work orders on the Field Service Mobile app and initiate Remote Assist calls from the Remote Assist mobile app on a mobile device.
Bookable resources are created in the Dynamics 365 Resource Scheduling model-driven application. Because the bookable resource will be associated with an internal user that has already been assigned the necessary licensing and security roles, you will need to set the Resource Type field to User.
To ensure that the technician is able to sign in to the Field Service Mobile application, their bookable resource record will need to have the Enabled for Field Service Mobile field set to Yes on the Field Service tab. If this field is not set to Yes, the technician will not be able to sign in to the application.
This outlined process will only ensure that the technician is able to access the Field Service Mobile application. Additional settings on the bookable resource record can impact how a technician works.
For more information, see creating bookable resources.
Sign in to the Field Service Mobile app
While working in the field, the onsite technician will be using all work orders that are assigned to them through the Field Service Mobile application. Field Service Mobile can be downloaded from their device's app store.
Important
Organizations that will be deploying the Field Service Mobile application to their technicians will need to perform additional deployment tasks to ensure that the application is configured correctly and can be accessed by technicians. While these tasks are not the primary focus, you can learn more on setup and configuration by selecting the following links.
Setting up Field Service Mobile on devices
Deploying Field Service Mobile to a Dynamics 365 Environment.
After the Field Service Mobile application has been deployed and configured on the technician's mobile device, and their bookable resource record has been configured properly, you can launch the mobile application and verify that you can sign in successfully as the field technician user.
For more information, see deploying the Field Service Mobile application.
Deploy Remote Assist to your devices
To ensure that technicians place calls by using Remote Assist, you will need to set up and configure Remote Assist on either a HoloLens device or a mobile application. Depending on which device you will be working with, you can get Remote Assist through the appropriate app store.
For HoloLens and HoloLens 2 devices, use the start menu to access the Microsoft Store. Search for and download Dynamics 365 Remote Assist and then launch the app.
On Android and iOS devices, search for Dynamics 365 Remote Assist in the appropriate app store and then download the application. Make sure that you sign in to Remote Assist as the same user that you sign in to Field Service Mobile with.
After signing in, make sure that you enable Dynamics 365 integration, which you can complete through the pop-up window. Alternatively, if you are not provided with the pop-up window, go to Settings.
For more detailed information, see deployment instructions.
Set up a remote collaborator user
Any user who will be acting as a remote collaborator will need to be signed in to Microsoft Teams to be able to receive calls from technicians who are working in the field. Collaborators do not need a Field Service or Remote Assist license; they only need to have a Microsoft Teams license. To receive calls, the collaborator will need to be signed in to Microsoft Teams by using the desktop version. The web version of Teams does not work with Remote Assist.
Now that you have successfully set up your users and applications, you are ready to start working with the application.