Plan and prepare for Dynamics 365 Field Service in 2023 release wave 2
Important
This content is archived and is not being updated. For the latest documentation, go to Overview of Dynamics 365 Field Service. For the latest release plans, go to Dynamics 365, Power Platform, and Cloud for Industry release plans.
Important
The 2023 release wave 2 plan covers all new functionalities planned to be delivered to market from October 2023 to March 2024. 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 by connecting people, places, and things to deliver customer-centric experiences. It includes work order management, resource scheduling, and asset management capabilities as well as 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 2023 release wave 2, we’re launching the next generation of modern, task-oriented experiences for service managers, dispatchers, and frontline workers along with a brand new copilot experience built right into Microsoft 365 applications like Outlook and Teams, harnessing the power of AI. Frontline workers get further improvements and brand-new capabilities in the Field Service mobile application. Service managers receive new capabilities to simplify how they manage customers and the work order process. Dispatchers can more efficiently triage and assign work orders that are nearby, and the refreshed schedule board experience is available for all users. Service managers, dispatchers, and frontline workers find AI-powered experiences throughout the application.
Get ready for the power of Dynamics 365 Field Service and elevate your service operations to deliver world-class service.
Updates to Dynamics 365 Field Service 2023 release wave 2
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.
We're transforming the core user experience within the Field Service mobile application using new mobile-first experiences and controls. This includes a new booking and work order management experience, including navigation updates, improved touch targets, and familiar swipe gestures to accomplish tasks within the app. Makers decide if they want to enable this new user experience through an admin toggle.
In addition, we're adding new features to the mobile app.
Copilot and AI innovation
Enable frontline workers and service managers to create, view, and manage work orders using the power of generative AI. Copilot capabilities within the Microsoft 365 integrations and the Field Service core application support users with assisted work order creation, management, and scheduling recommendations, resulting in increased frontline productivity.
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.
Stay in the flow of work with Microsoft 365 apps
Frontline workers and managers can create, view, and manage work orders within Microsoft 365 applications, including Microsoft Teams and Outlook. A Viva Connections dashboard in Teams allows frontline workers to get an at-a-glance view of their workday and frontline managers to view and create work orders. Additionally, an Outlook add-in allows frontline managers to view and create work orders in Outlook, so they can quickly respond to service requests and questions. Users can also access Remote Assist natively in Teams or from their Viva Connections dashboard.
Streamline work order management
Streamlined workflows and Copilot's assistance enable service managers to efficiently allocate resources, coordinate schedules, and monitor progress, ensuring operational efficiency. Dynamics 365 Field Service fosters collaboration with field technicians and customers, maintaining a high level of customer satisfaction, while advanced analytics empowers service managers to analyze feedback and metrics, identifying areas for improvement and enhancing service quality and customer experience.
Discover how Dynamics 365 Field Service can transform your service processes and elevate your operations.
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:
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. |