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Empowering service professionals: A closer look at copilot capabilities in D365 Field Service 

January 16, 2024

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Across all industries, the speed of work is surpassing the human capacity to keep pace. According to the 2023 Work Trend Index Annual Report, 63% of frontline workers struggle with repetitive tasks, diverting their attention from more meaningful work. Additionally, the report reveals that 66% feel constrained by insufficient time to complete their tasks.

Adding to their challenges, frontline workers often struggle to locate the necessary information, ranking it among the top five disruptive issues in their daily routines. Concerns arise about the potential impact of these disruptions on crucial KPIs like first-time fix rates, customer satisfaction scores, and customer retention.

In response to these challenges, Microsoft has addressed the issue through Dynamics 365 Field Service’s copilot capabilities. This innovative solution empowers frontline workers to incorporate AI into their daily operations, aiming to enhance efficiency and alleviate the burdens associated with routine tasks.

Empowered by AI-driven experiences in Microsoft Dynamics 365 Field Service, frontline workers can gain faster access to information on the job site. They can ask questions and have their needs addressed in a conversational way. But the story doesn’t end here, there is more.

Through this blog, let’s delve into the copilot capabilities within Field Service, ushering in a transformative era for regular field service operations.

Improved technician productivity through Generative AI

Frontline workers can now effortlessly access key work order information by asking Copilot questions within Microsoft Teams. All they have to do is tell them what they need in their language and receive the information related to their work orders within Dynamics 365 Field service, which includes parts required, status updates, or any other instructions required to get the job done. Moreover, by asking your organization’s IT admin, workers can conveniently view and edit their work orders directly within Teams, thanks to Microsoft Viva connections.

With Copilot in Dynamics 365 Field Service, frontline managers receiving queries through emails or service requests can leverage the next-gen AI to streamline work order creation from Outlook.

Copilot is set to enhance technician scheduling with data-driven recommendations, considering factors like travel time, availability, and skill set. This will accelerate responses to customer messages by summarizing key details and next steps in email drafts. Additionally, Copilot will be extended to assist frontline managers in optimizing workflow within Teams.

On-the-go support with the enhanced capabilities in the Dynamics 365 Field Service mobile app

The D365 Field Service mobile app was a game changer in boosting the productivity of frontline technicians. They were able to access key info on the go easily. Microsoft, with the new copilot capabilities in Field Service, has enhanced this experience to help technicians save their valuable time. frontline technicians can swiftly access a work order summary without navigating through multiple tabs. They can also update progress effortlessly by communicating with Copilot, which provides suggestions for efficiently completing service tasks, adding notes, and updating product details and statuses, all through a mobile app. This accelerates data entry, allowing technicians to focus more on delivering exceptional customer service.

Empowering frontline managers with next-gen AI

The Dynamics 365 Field Service Copilot capabilities have not only revolutionized technicians’ workflows but have also profoundly benefited frontline managers as well.

Next-generation AI will expedite time-consuming processes for frontline managers and improve data entry accuracy. Previewed earlier this year and set to be generally available in December 2023 for frontline managers, Copilot in D365 Field Service Outlook add-in streamlines work order creation by pre-populating relevant details from emails. It optimizes technician scheduling with data-driven recommendations based on factors like travel time, availability, and skill set. Within this interface, managers can review relevant work orders before creating new ones, allowing easy rescheduling or updates as customer needs evolve. Furthermore, organizations can customize work orders for frontline needs by adding new fields or modifying existing ones. Copilot is now available to assist frontline managers in work order scheduling within Microsoft Teams, simplifying the process of finding the right worker for the job.

New and improved order management experience

The revamped Dynamics 365 Field Service work order management experience is now widely accessible, showcasing a streamlined web interface that prioritizes crucial information. This enhanced experience not only delivers concise details about the work order but also presents relevant next steps based on booking statuses. It facilitates quick updates either inline or in a side panel, ensuring seamless workflow continuity. Furthermore, Copilot is available in preview within this interface, offering frontline managers intelligent recaps for staying up to date without the need to navigate through the entire work order.

Integrated solutions for enhanced technician experiences

Since field service is moving from reactive to proactive, predictive, and prescriptive approaches, this transformation demands an evolution in field service technicians’ capabilities to deliver enhanced customer experiences. Organizations have started to rely on third-party technicians who service a variety of asset brands. There is a growing need for a workforce equipped with tools for effective problem-solving. The integration of mixed reality capabilities has become pivotal to ensure efficient issue resolution and improved customer experiences.

Starting December 2023, MS Dynamics 365 Field Service customers have been granted access to Dynamics 365 Guides and Dynamics 365 Remote Assist at no additional cost. This has empowered users to create guides for technicians, offering step-by-step instructions for key tasks. Additionally, it has enabled real-time collaboration with remote experts via mobile or HoloLens 2 devices whenever additional assistance is required. Frontline technicians can request their IT administrator to install guides and remote assistance to enhance their problem-solving capabilities and optimize customer experiences.

What does the future hold for field service operations?

In the foreseeable future, field service operations are poised for a transformative shift. Copilot, leveraging the power of generative AI, will help with technical documentation and service records and create training content to provide insightful recommendations.

Beyond mere suggestions, Copilot takes a groundbreaking step by projecting holograms into the real world, offering a tangible guide for users. This cutting-edge capability is set to debut in a private preview for selective Microsoft HoloLens 2 users, with plans for a wider rollout to mobile users on the horizon.

As the evolution of field service operations unfolds, Copilot promises a dynamic and interactive approach, propelled by its innovative features. Elevate your field service experience with Confiz, as your trusted D365 for Field Service Implementation Partner.

Contact us at marketing@confiz.com and discover how our extensive expertise in field service can reshape and enhance your operational landscape.