Plan and prepare for Dynamics 365 Field Service in 2025 release wave 2

Overview

Dynamics 365 Field Service is a market-leading field service management application that helps organizations transform service delivery through connected experiences across people, places, and things. It includes work order management, resource scheduling, asset tracking, and mobile tools designed for frontline workers. With Field Service, companies shift from reactive, paper-based processes to proactive, AI-powered service operations—enabling high first-time fix rates, reducing downtime, and unlocking new business models like outcome-based service.

In the 2025 release wave 2, Field Service evolves with major investments across agent innovation, scheduling optimization, and technician productivity.

• Mobile usability enhancements improve visibility and streamline workflows, enabling technicians to complete tasks more efficiently in the field.
• Deeper Microsoft 365 integration allows frontline workers to manage bookings directly within Teams and Outlook, keeping them in the flow of work.
• Connected service with Project Operations links field activities to broader project and financial data, driving alignment across service and finance teams.

Together, these innovations help organizations deliver more reliable, efficient, and customer-centric service.

Updates to Dynamics 365 Field Service 2025 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.

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.

Streamline work order management
Streamlined workflows and Copilot's assistance help service managers efficiently allocate resources, coordinate schedules, and monitor progress, so they keep operations running smoothly. Dynamics 365 Field Service encourages collaboration with field technicians and customers, so service managers maintain a high level of customer satisfaction. Advanced analytics gives service managers the power to analyze feedback and metrics, so they can find areas for improvement and enhance service quality and the customer experience.

In this wave, we continue investing in enhancements to existing Copilot experiences, bug fixes, performance improvements, and addressing top customer-identified product gaps.

Discover how Dynamics 365 Field Service can transform your service processes and elevate your operations.

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