Author: Pradhyumna Ranjit
Field Service in Dynamics 365 is a separate module that allows you to deliver a seamless end-to-end service experience. Dynamics 365 Field Service empowers companies to deliver productive and proactive service to the customers. The built-in intelligence helps you to resolve service issues before they occur, reduce operational costs, and deliver positive onsite experiences.
How Dynamics 365 Field Service Works
It’s important to first understand the network relationship in Field Service. Imagine a scenario where we have Customer 1 whose device is not working properly. The customer calls the service provider for help. In the figure below, Corporate Business is the service provider.
The customer service provider receives the call and collects all the necessary information about the query, then assigns an available technician, factoring in the technician skills, proximity, and equipment inventory. Then, the provider track all field service technician locations.
As shown in the figure, the Field Service Technician 4 is nearby the location of Customer 1. The technician receives a push notification and reviews the details of the work order. Then, the customer receives an alert that the technician is en route.
Service technicians create positive and memorable experiences when they’re empowered with tools tailored for field roles including access to case history and customer records.
They reach out to the customers and solve the problem in the customer’s device. After the issue has been solved and the device has started working efficiently, the technician informs the customer and updates the history of the case. In this way, every Business organization can provide positive experiences to the customers powered by Dynamics 365 Field Service.