Describe use cases for Dynamics 365 Field Service
The term field service is used to refer to any service that is performed in the field rather than at a company facility. It generally involves dispatching workers or contractors to specific locations. These locations can include customer sites, where the workers install, repair, or maintain equipment or systems. For example, an organization might dispatch a technician to come to your home or office to repair a damaged windshield, as opposed to you bringing your automobile to them for service.
Another way to think of field service is mobile workforce management. Depending on the organization and industry, the procedure might be different, but the general concept of what they're trying to do is the same. A mobile workforce needs to be scheduled and dispatched to provide services to customers. Regardless of the industry, organizations often use field service applications because they include tools designed for this process.
For example:
Manufacturing: A medical device manufacturer sells machines to hospitals and clinics and uses a field service application to manage maintenance services over the lifetime of the machines.
Utilities: A fiber optic cable company uses a field service application. This application helps respond to outages by dispatching technicians to problem areas.
Health care: An in-home health care service provider might use it to schedule and dispatch healthcare workers to administer medicine and other care to multiple patients.
Equipment maintenance: A facilities manager uses an application to deliver maintenance and repair services for heating and cooling equipment.
Dynamics 365 Field Service helps organizations deliver onsite services to their customers and manage their mobile workforces. It’s a complete field service solution. It combines work order automation, scheduling, and mobility to ensure that mobile workers can fix customer issues while in the field.
Dynamics 365 Field Service enables you and your organization to:
Increase organizational efficiency:
Improve first-time fix rates.
Complete more service calls per technician per week.
Reduce travel time, mileage, and vehicle wear and tear.
Manage follow-up work and take advantage of upselling and cross sell opportunities.
Organize and track resolution of customer asset issues.
Avoid equipment downtime through preventative maintenance.
Improve customer satisfaction:
Communicate an accurate arrival time to customers and keep customer updated with the status and time it's resolved.
Provide accurate account and asset history to the field technician.
Schedule onsite visits when it's convenient for the customer.
Dynamics 365 Field Service capabilities include:
Work order management tools that define the service work that needs to be completed, who it is for, and where it's done.
Scheduling and dispatch tools to help manage the resources and equipment needed for customer service, visualize onsite appointments, and optimize service schedules with efficient routing and resource skill matching.
Communication tools to enhance collaboration between customer service agents, dispatchers, field technicians, customers, and other stakeholders.
An easy-to-use mobile application guides technicians through their work. It provides a clear view of the work to be performed, a history of the asset being serviced, tasks, and steps, and remote support options for when they need help.
Asset management and preventative maintenance capabilities to keep track of customer equipment and service history and automatically generate recurring maintenance for assets.
Inventory, purchasing, and return capabilities to manage truck stock, purchase order requests and fulfillment, and product returns.
Billing capabilities to generate invoices based on products and services delivered to customers.
Time tracking to help you track how resources are spending their time, whether they're traveling, on break, or working.
Analytics for reporting on key performance indicators for managing work orders, scheduling activities, and interacting with customers.