Plan and prepare for Dynamics 365 Field Service in 2024 release wave 2

Overview

Dynamics 365 Field Service is a leading field service management application that helps companies transform their service operations with processes and experiences to manage, schedule, and perform service tasks. Field Service connects people, places, and things to deliver customer-centric experiences.

It includes work order management, resource scheduling, asset management capabilities, and frontline worker tools. With Field Service, organizations move from paper-based reactive service to proactive and predictive world-class service. The solution empowers digital transformation and supports innovative business models such as outcome-based service.

In the 2024 release wave 2, get the next generation of Copilot-first, modern, task-oriented experiences across all Field Service personas and app areas.

Updates to Dynamics 365 Field Service 2024 release wave 2

Investment areas

Boost technician productivity
Service technicians and frontline workers are the heart of any field service organization. They provide excellent customer service by resolving customers' issues. It's essential that frontline workers have the best digital tools to engage with their peers, the back office, and customers while staying on top of their field duties. Empowering technicians and frontline workers to deliver better service and achieve high first-time fix rates is a core objective of Field Service.

Technicians primarily experience this empowerment through the Field Service Mobile app. With its rich set of features that work in offline conditions, the Field Service Mobile app is a reliable companion for frontline workers.

Copilot and AI innovation
Copilot transforms the Field Service experience for both managers and frontline workers. With Copilot, managers are more productive and deliver a better service experience as they manage and schedule work across their workforce. Frontline workers spend more time fixing issues because Copilot helps them find and update critical information. By keeping users in the flow of work across interfaces on the web, mobile, and Microsoft 365, Copilot enables managers and frontline workers to ask questions, update information, and streamline their process across Microsoft 365 apps and Field Service.

Optimize resource scheduling
Resource management and scheduling optimization are central to field service management. With resource scheduling, service organizations can efficiently triage unscheduled work orders and schedule the nearest matching technicians to deliver service to customers. The schedule board gives dispatchers, project managers, and resource managers scheduling capabilities through different views. Partners can extend these capabilities to tailor functionality to their needs. The Scheduling Optimization Agent that lets you schedule frontline workers is now easier to use than ever.

Stay in the flow of work with Microsoft 365 apps
Seamless integration for Field Service operations within your familiar Microsoft 365 applications is crucial for Field Service organizations. Frontline managers and workers start their day through Viva Connections and perform essential tasks directly within Microsoft Teams and Copilot in Outlook, eliminating the need to switch between apps. By integrating these capabilities, you empower frontline teams to streamline their workflows and enhance productivity.

Frontline managers and workers create, view, and manage work orders without leaving their Microsoft 365 applications. Additionally, Microsoft continuously blends collaboration and systems of engagement by merging these two types of apps into a cohesive experience. Whether it’s responding to customer emails in Outlook with Field Service specific Copilot prompts or updating work order statuses in Teams, everything happens right where you work.

To learn more about the entire set of capabilities being delivered during this release wave, check out the release plan for Dynamics 365 Field Service below:

For application administrators

User-impacting features to the user experience enabled automatically
User-impacting features should be reviewed by application administrators. This facilitates release change management and enables successful onboarding of new capabilities released to market. For the complete list, look for all features tagged "Users, automatically" in the release plan.

Features that must be enabled by application administrators
This release wave contains features that must be enabled or configured by administrators, makers, or business analysts to be available for their users. For the complete list, look for all features tagged "Users by admins, makers, or analysts" in the release plan.

Get the most out of Field Service