Support CRM with New Dynamics 365 Field Service Mobile App

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As a service leader, you have experienced firsthand how remote work has impacted service operations. Servitization, including proactive service, is now the expectation — the job is not complete after the sale. Your field service technicians who are already familiar with working remotely, also face new challenges.

While it may seem an uphill battle to provide perfect field service, a proactive approach puts you on the path for a wealth of advantages: Reduced service calls. Upsell opportunities. Long-term business relationships. The new Microsoft Dynamics 365 Field Service mobile app, part of the Microsoft Power Platform, is designed to provide you with these advantages and work together with Microsoft Dynamics 365 for CRM and other Dynamics 365 applications.

Your field service technicians need a cross-platform, multi-device solution like the Dynamics 365 Field Service Mobile app to keep up with the service expectations of today. But the technicians in the field aren’t the only ones involved. You have service representatives handling the dispatching from the back end as well.

Manage Resources and Business Processes Intelligently and with Ease

  • AI-enabled Scheduling Recommendations
  • Geolocation and Geofencing
  • Inspections

It starts with customer service and dispatch. What better way to ensure a smooth handoff between your customer service and technicians than to have easy-to-update workflows and intelligent scheduling suggestions?

“Servitization, including proactive service, is now the expectation”

With total schedule optimization, you can dispatch the right technician for the job, minimize travel time, and maximize resource utilization. AI-enabled scheduling recommendations can help you identify the best technician for the job in a fraction of the time. Scheduling can be fully automated, semi-automated or manual using a drag-and-drop schedule board and interactive map. With geolocation capabilities enabled, you can view the traffic along a technician’s route, as well as get predictive data on travel time and work duration.

More on geolocation and geofencing: it is important to enable the settings on the back-end as it impacts the effectiveness of many of the features in the app. In addition to locating nearby resources during service booking, geolocation capabilities also allow your technicians to pull up directions to the service site.

It is easy for your service teams to automate inspections for your field service technicians based on the incident type and attach it to the appropriate work order. Customize your inspection forms and layout and draft questions that utilize drop-down fields, fill-in note boxes, and more. If analytics is turned on, this information can be serialized for processing answers to your services.

Solve Issues in the Field the Right Way, the First Time, Every Time

The Dynamics 365 Field Service mobile app provides a 360-degree view of customer assets, with insights to detect and solve issues proactively. Rich insights and reporting in the app can be leveraged to reveal opportunities, as well as increase first-time fix rates.

  • 360-degree Views of Case Information
  • Rich Insights and Reporting
  • Help Resources
  • Multi-device Support
  • Offline-mode
  • Bar Code Scanning
  • Tap-to-call
  • Call Recordkeeping
  • Voice Dictation

Bookings are viewable immediately upon login and are modifiable. Work Orders provide full details on the service request, including a map view of appointments. While in the field, you can streamline appointments by populating service tasks and time estimates, as well as capture photos and payment. Further, you can add a list of the appropriate products required for the repair based on the latest asset data from Dynamics 365 Finance and Supply Chain Management.

Field Sevice Mobile App_Microsoft Dynamics 365_JourneyTEAM

Sometimes your technicians may need to utilize help resources. In-context help such as immersive step-by-step guides and mixed reality tools are available. With remote, real-time collaboration, another technician with the relevant experience can step in to help solve the problem faster.

The app has multi-device support including iOS and Android, and Windows Mobile smartphones, tablets, and browsers. Offline-mode allows your technicians to continue to interact with data without an internet connection.

Bar code scanning leverages category search inside Dynamics 365 so you can create QR and 2-D bar codes that are printed and adhered to assets. You simply use the scanner on your phone to scan the code to pull up information about that asset.

JourneyTEAM_Microsoft Partner_Field Service Mobile App

Tap-to-call is available within the record, so you do not have to log into another system to hunt down a phone number. The app also has phone call recordkeeping and voice dictation. Press the microphone icon, record a note, and that note can be listened to from the record anytime.

Check out the full article HERE.

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Ready to try it for yourself? Get Started with JourneyTEAM

JourneyTEAM was recently awarded Microsoft US Partner of the Year for Dynamics 365 Customer Engagement (Media and Communications) and the Microsoft Eagle Crystal trophy as a top 5 partner for Dynamics 365 Business Central software implementations. Let JourneyTEAM show you how to make the most of the Field Service mobile app for your organization’s ERP processes. We can provide demos and full custom introductions. Contact JourneyTEAM today!

Dave Bollard Chief Marketing Officer | JourneyTEAM MicrosoftArticle by: Dave Bollard – Chief Marketing Officer


JourneyTEAM is an award-winning consulting firm with proven technology and measurable results. They take Microsoft products; Dynamics 365, SharePoint intranet, Office 365, Azure, CRM, GP, NAV, SL, AX, and modify them to work for you. The team has expert level, Microsoft Gold certified consultants that dive deep into the dynamics of your organization and solve complex issues. They have solutions for sales, marketing, productivity, collaboration, analytics, accounting, security and more.