The most important facts about Microsoft Dynamics 365 Field Service
Microsoft Dynamics 365 Field Service is a cloud-based service management solution. It includes on-site customer service control and also forms the basis for predictive maintenance with digital technologies such as the Internet of Things. In this way, it enables you to continuously optimize your service processes and performance.
Microsoft Dynamics 365 Field Service includes the planning and control of your on-site customer service. With the help of integrated deployment planning based on competency profiles and route planning, upcoming customer service appointments are assigned to the appropriate customer service specialist. In addition, field service vehicles are equipped with the necessary tools and spare parts and managed like mobile warehouses. To prepare for the assignment, field service employees receive a digital route plan and comprehensive information about the service case; customers are informed interactively about the next step. The full integration of digital communication channels such as Microsoft Teams, the HoloLens, and other digital technologies enable remote services as well as comprehensive predictive maintenance scenarios.
Microsoft Dynamics 365 Field Service expands customer service to include field service and, together with Microsoft Dynamics 365 Customer Service, can be used by companies from the service sector or mechanical and plant engineering, for example. While both solutions aim to improve customer engagement and resolve issues effectively, Customer Service focuses on managing customer inquiries and complaints. Field Service, on the other hand, specializes in the management of service orders and processes. This includes physical support of products and equipment, from installations and inspections to maintenance and unplanned repairs. As a result, Microsoft Dynamics 365 Field Service helps improve the performance of your products and minimize downtime.