Dynamics 365 Field Service — An Introduction


The majority of new clients come to us for CRM and sales automation. Either they’ve heard good things about Dynamics 365, or they’ve invested in the Microsoft cloud, or they are simply over their existing CRM. Thankfully, the level of awareness of Dynamics 365 sales and marketing apps has increased. However, awareness of the Dynamics 365 Field Service app (even among Dynamics 365 users) is low. Dynamics 365 Field Service supports a mobile workforce delivering services at a customer site.

What industries are using Dynamics 365 Field Service?

 Industries can be as varied as:

  • Construction
  • Home health
  • Commercial and heavy equipment
  • Durable medical devices
  • Utilities and power generation

What’s So Great About It?

Well, lots. But let’s start with integration across all the Dynamics 365 Customer Engagement apps. For example, you can run a nurture campaign, pass the lead to sales, schedule an inspection, submit an estimate, close the deal, assign and perform the work, close out the job and send billing data to ERP such as Business Central — all in one platform. The integration extends to other Microsoft 365 apps like Outlook, SharePoint, Teams, and OneNote — making it easy to unify all your processes for collaboration and document management as well.

Field Service includes entities that manage the following:

  • Work orders
  • Scheduling and dispatch
  • Communication and collaboration
  • Mobile apps
  • Repair and preventive maintenance
  • Managing truck stock
  • Adding parts sales to service jobs
  • Time tracking
  • Travel routing
  • Analytics and reporting on Field Service KPIs
  • Tools for customer service agents, service managers, dispatchers, field techs, and more.

Take a look for yourself in this short video:

And for organizations embracing the new mantra of low-code/no-code custom applications, Dynamics 365 Field Service is built on and built of the new Microsoft Power Platform. So if you want to extend or enhance the capabilities of Field Service or create new apps from scratch — it’s easier than ever. 

How to get started

If you’re interested in learning more, let’s have a conversation. It doesn’t cost you anything to ask questions and find out if Field Service and Dynamics 365 are right for you.

Schedule a call

By Mark Abes, Vice President, Dyn365Pros, Microsoft Business Applications Partner, San Diego, Southern California