Microsoft Dynamics 365 Field Service with Co-Pilot - highlights of preview releases available now and coming this autumn

微软 have announced the public preview of Microsoft Dynamics 365 Field Service with Co-Pilot.

?The Microsoft release blog is a fair read.?So in keeping with the #Community's Wave Releases tradition, this article provides a brief highlight of the enhancements that are in preview now and will be coming this autumn. ??

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Work Order Creation from within Outlook

?Frontline agents who receive service requests or questions via emails can use the new integrated Dynamics 365 Field Service with Copilot to streamline work order creation directly within Outlook.

?It will prepopulate relevant data including summaries of customer escalations into draft work orders for agents to review.

?Once saved, these work orders automatically sync to Microsoft Dynamics 365 Field Service.

New Dynamics 365 Field Service Mobile for Frontline Technicians

?The redesigned D365 Field Service mobile brings in the familiar mobile navigation, gestures and controls of a modern user experience.

?There is a strong focus on saving technician time for daily work by cutting down the number of taps for key tasks in half.

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This includes the ability to:

• change the status of a booking with one swipe
• access driving directions to a customer site with one tap
• pick, change or complete work order details
• add notes with multiple inline images

Microsoft Dynamics 365 Guides embedded in Field Service mobile

?Embedded Dynamics 365 Guides in Field Service provide technicians with step-by-step guided instructions, pictures, and videos explaining the immediate task.

Dynamics 365 Field Service app in Teams

?The Dynamics 365 Field Service app in Teams will allow frontline technicians to see their upcoming work orders as Tasks in their Microsoft Viva Connections home experience.

?Additional functionality within Teams includes the ability to:

• easily drill into details such as location or issue type.
• share full work order details through new Adaptive Cards in Teams

• ?access the Microsoft Dynamics 365 Remote Assist app to problem solve with remote experts in real time using 3D spatial annotations that lock to the physical world

Redesigned Dynamics 365 Field Service Work Order Management Experience

?The redesigned Dynamics 365 Field Service Work Order management experience is now available for early access.

?Its simplified web design aims to:

• bring concise information about the work order front and center - reducing the number of clicks for key tasks by more than a third
• provide relevant next steps based on booking statuses
• enable agents to make quick updates inline or in a side panel, to maintain context whilst updating the case

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In addition, Copilot will provide intelligent recaps within this experience, to help frontline agents stay sup-to-date without having to navigate through all the information in a work order.

How to gain access

?To try the new Copilot capabilities and Microsoft 365 integrations for Dynamics 365 Field Service, your administrator needs to set up Dynamics 365 Field Service For Outlook (Preview) and Dynamics 365 Field Service (preview) app in Teams.

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Administrators can also opt into the new Dynamics 365 Field Service mobile experience preview.

?To try the new Dynamics 365 Field Service web experience available now in early access, you need to switch to Work Order (Preview) in your system.

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I've included the links to the Microsoft Learn Documents articles in the comments below.

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Future enhancements

?There are further updates also scheduled to preview this autumn (fall for my American friends ??):

• ?Copilot will be able to help orchestrate service delivery by offering data-driven intelligent scheduling suggestions for Technician Scheduling based on travel time, availability skill set, calendar information and other factors.

• Once the above Technician has been selected, Copilot will be able to suggest a draft email response to the customer, summarizing key details and next steps, increasing the speed of customer responses and improving the customer journey.

• Copilot for Dynamics 365 Field Service will be integrated directly into Microsoft Teams, greatly simplifying the communication about a specific work order, account and improving case lead times for organisations that use Teams as their main internal communication method and collaboration hub.

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