As remote work increases so too do the challenges to keep processes and teamwork moving forward. Here’s a perfect example: Look at the hand-off between your customer service and field service teams. You want to make sure you dispatch the right technician for the job, maximize resource utilization, and ultimately, in the end, provide exceptional customer service.
Thankfully, Microsoft has the perfect solution. Microsoft Dynamics 365 Field Service mobile app, Part of the Microsoft Power Platform, enables proactive service and intelligent resource management.
Your field service technicians need a cross-platform, multi-device solution like the Dynamics 365 Field Service Mobile app to
"Important ERP goals are to simplify business processes for service and maximize efficiency."
Features for Technicians
360-degree views of customer information, rich insights, and reporting to promote proactive service. The app provides a 360-degree view of customer assets, with insights to detect and solve issues proactively. Rich insights and reporting in the app, including data right on the dashboard, can be leveraged to reveal opportunities, as well as increase first-time fix rates.
Bookings are viewable immediately upon login and can easily be modified as needed. 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
- Self-help Resources and Collaboration Tools
Sometimes you may need a little extra help. The app features in-context resources such as immersive step-by-step guides and mixed reality tools that can walk you through the part of the process that has you stumped. You can also collaborate in real-time with experienced team members that can help you through the problem.
- Robust Accessibility – Support for Multiple Devices, Online and Offline Modes
The Dynamics 365 Field Service mobile app is supported on iOS, Android, and Windows Mobile smartphones, tablets, and browsers. All service cases, customer information, and remediation steps can be reviewed and updated in real-time in a mobile-optimized experience. Data is available in online and offline modes.
- Bar Code Canning for Hardware Assets
With bar code scanning you can create QR and 2-D barcodes to print and adhere to assets. While on the job, you can simply use the scanner on your phone to scan the code to pull up information about that asset.
- Tap-to-call, Call Record-keeping, and Voice Dictation
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 record-keeping capabilities and voice dictation. Press the microphone button, record a note, and that note can be listened to from the record anytime.
Features for Customer Service and Dispatching
- Intelligent Scheduling and Dispatching
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 an easy-to-use 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.
Features for All
- Geolocation and Geofencing
Be sure to enable the settings for geolocation and geofencing. This is especially important for the effectiveness of many of the features in the app. Geolocation and geofencing capabilities allow you to locate nearby resources during service booking as well as pre-set service areas by a technician. Geolocation capabilities also allow you to pull up directions to the service site.
- Inspection Automation
It is easy to automate inspections, which are based on the incident type and attached to the appropriate work order. You can customize your inspection forms (including the layout), by drafting questions that utilize drop-down fields, fill-in note boxes, and more. If you have analytics turned on, this information can be serialized for processing answers to your services.
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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.
Dave Bollard - Chief Marketing Officer | 801-436-6636
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.