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We need to talk about... Dynamics 365 Release Wave 1 2024... Dynamics 365 Field Service

Today I continue my series on all of the new features and functionality that we can expect to see in Release Wave 1 of 2024 for Dynamics 365 and the Power Platform. Today I will be discussing the updates in Dynamics 365 Field Service.

New features coming to Dynamics 365 Field Service and the key areas of focus are Copilot in Field Service, where all the rich functionality we already know that is available with Copilot is now embedded within the Field Service app. Optimising service operations is all about enabling service managers to increase productivity and streamline field service operations, finally Resource scheduling and in particular the schedule board feature has been given a facelift with different views and extensibility capabilities.

The Dynamics 365 Release Wave 1 for 2024 outlines all the new features that will be released between March 2024 through October 2024. You can either browse the release plan online or download the document as a PDF file. The PDF file also includes information about Power Apps, Power Automate, Power BI, Power Pages, Power Virtual Agents, Microsoft Dataverse, Microsoft Power Platform governance and administration, and data integration.

The Microsoft Power Platform features coming in the 2024 release wave 1 have been summarized in a separate release plan as well as a downloadable PDF

Copilot in Field Service, integrated with Teams

The creation of work orders can happen from a range of sources, such as directly from a customer request or via a customer service case/triage process.

With Copilot integrated into Microsoft Teams, frontline workers and managers can now streamline these processes. Copilot intelligently extracts pertinent details from conversations, automating the creation and scheduling of work orders. This feature not only saves time but also ensures accuracy, enhancing overall operational efficiency.

Empower frontline workers

Achieving a high first-time fix rate is crucial in field service operations, highlighting the importance of prompt access to pertinent information. Enter Copilot, a valuable assistant, who offers technicians immediate insights through chat functionality. Whether it's accessing work instructions or troubleshooting guides, technicians can promptly retrieve essential data, enabling them to resolve issues efficiently and effectively.

New and intuitive user experience for Field Service mobile

The enhanced Dynamics 365 Field Service mobile app promises a superior experience for technicians, resulting in heightened efficiency and increased customer satisfaction.

This facelift to the app offers technicians essential job-related information at their fingertips, including bookings, customer details, service tasks, product information, and notes. With streamlined data entry and intuitive features like swipe gestures, performing tasks is now faster and more intuitive, reducing unnecessary clicks and improving overall workflow efficiency.

Resource Scheduling

The latest addition to the Field Service mobile app, the agenda view, changes how technicians handle their schedules. It allows for a snapshot of appointments spanning several days so that dispatchers can monitor both past and upcoming bookings.

Customisable columns, users can personalise the layout and screens meaning they can access vital information like customer names and booking statuses without the hassle of excessive navigation.

Hope you all enjoyed this post on the release wave 2 updates for 2023 in D365 Field Service. I will continue this series with some additional content specifically related to the updates in Power Platform. Take Care, and Speak Soon!

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