2024 Release Wave 1 Highlights: Dynamics 365 Field Service

Modernized User Experiences and Workflow Infused with AI

The 2024 Release Wave 1 of Microsoft Dynamics 365 Field Service brings the next generation of modern, task-oriented experiences driven by artificial intelligence. Powered by Microsoft Copilot integrated with Teams and Outlook, Field Service will feature improved work order experiences for service managers and frontline workers.

In addition to modernizing user experiences and infusing workflows with AI, the Wave 1 enhancements will enable service organizations to more effectively manage operations. This includes seamless vendor management, native integration with finance and operations apps, and new capabilities for resource scheduling.

New Capabilities in Field Service 2024 Release Wave 1

Generative Artificial Intelligence—You can enable frontline workers and service managers to create, view, and manage work orders using Copilot capabilities within Field Service integrations to other Microsoft solutions. Within the core application, Copilot also supports users with scheduling recommendations. Interested in learning more…check out our on-demand webinar on AI capabilities with Field Service Organizations.

Empower Frontline Workers—Microsoft is transforming the core user experience within Field Service using new mobile experiences and controls. These include a new booking and work order management experience, navigation updates, improved touch targets, and familiar swipe gestures to accomplish tasks within the app. In addition, service teams can compress image uploads to mobile devices to reduce bandwidth and capacity consumption. Offline sync settings will allow field resources to control their sync experience.

Microsoft 365 Integrations—Field and office personnel can create, view, and manage Field Service work orders within Microsoft 365 applications, including Teams and Outlook. A dashboard in Teams provides at-a-glance views of each workday and allows managers to create work orders. Additionally, managers can view and create work orders in Outlook to quickly respond to service requests and questions.

Optimize Service Operations—Embedded Copilot capabilities and enhanced work order lifecycle management make it easier to manage work orders and meet customer requirements on time. Microsoft is also improving client management and location capabilities while enabling a seamless quote-to-work order process—making it simple to manage clients and locations. Additionally, managers can use enhanced characteristics to define resource skill sets.

Resource Scheduling—Managers can triage unscheduled work orders efficiently and schedule the nearest matching technician to deliver service to customers. The new schedule board gives dispatchers, project managers, and resource managers different views and extensibility capabilities to tailor scheduling functionality to their roles.

A Partner to Advise You

Through advanced scheduling, resource optimization, and mobile enablement, Microsoft Dynamics 365 Field Service empowers organizations to elevate field service operations by improving customer satisfaction, first-time fix rates, and resource productivity. To help you navigate all the 2024 Release Wave 1 enhancements of Dynamics 365 Field Service, Velosio is here to help.

We are among the largest and most recognized Microsoft Dynamics partners, with thousands of active customers. Many years as a recognized leader in ERP, CRM, cloud productivity, and business intelligence solutions have repeatedly landed us in the top 1% of Microsoft Dynamics Partners worldwide.

We will be glad to advise you on when each Field Service enhancement will be available, which enhancements make sense for your environment, and how to sync them with the Field Service functions you already rely on. Contact us today to learn more.