Business Applications October 18 Release: Field Service

Published October 29 2018 by Terry Roy
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Microsoft Dynamics 365 October 2018 release encompasses new features in Marketing, Sales, Service & Field Service, PSA, Finance & Operations, Talent, Retail, Business Central, PowerApps, PowerBI and Flow.

Here are the latest release note topics that we will cover in the coming articles:

  • Field Service
  • Power Apps
  • Marketing
  • Portals
  • New AI Features

Let’s start by discussing what’s new for Dynamics 365 for Field Service.  

Microsoft Dynamics 365 (D365) for Field Service gives organizations the opportunity to deliver products and services to customer’s locations, all while effectively managing a mobile workforce. The updates that have come with this 2018 release, provide more advanced capabilities for the service team. Through this application, customer’s expectations are served and met quickly and accurately.

Take a look at this overview of what’s new with Dynamics 365 for Field Service:

  • Field Service professionals will be more visible
    • Technicians will be visible with notifications, chatbots, and real-time location tracking. This will be made possible based on the integration across Dynamics 365 for Finance and Operations.

  • Scheduling
    1. The D365 resource scheduling capabilities now give organizations more flexibility when it comes to managing resource availability during the scheduling process. There are new capabilities with Resource Scheduling Optimization (RSO) that have been enhanced such as: preferred recourse and skill-matching are now taken into account. There is also a new feature that allows for re-optimizing a specific resource as needed.

    2. Multi-recourse scheduling (Target release month: November 2018)
      1. Create requirement groups consisting of multiple requirements and schedule teams of resources.

    3. Resource pools (Target release month: November 2018)
      1. This will allow users to associate resources to resource pools to enable schedulers to book requirements to a generic pool without needing to decide which resource will actually perform the work.

    4. Fulfillment preferences (Target release month: November 2018)
      1. This will allow you to simplify the experience for your schedulers and customers while decreasing the amount of time it takes to book appointments.

    5. Self-service scheduling API’s (Public preview: November 2018)
      1. Will allow organizations to embed a scheduling widget on their own web application, enabling their customers to search for availability and book appointments.

    6. Schedule board split view
      1. There are instances where you may want to drill into specific information on the schedule board without needed to load new screens or lose context of where you are.

  • Connected Field Service
    1. Bi-directional flows are now supported. Example: sending updates from Field Service through IoT Central to the device.
    2. Integration with Dynamics 365 for Finance and Operations
      • This integration allows for master data (account, product, and pricelist) and work order data to be pushed to sales orders when work orders are marked as closed. Additionally, it will offer warehouse, purchase order and invoice integration. (Target release month: November 2018)

  • Field Service Mobile
    • Integration with Microsoft Bot framework (Target release month: November)
    • Background location sharing (Public Preview: November)
    • Push notifications (Public Preview: November)
      • Field service technicians will be able to receive push notifications any time they are assigned a booking, one of their bookings has changed, or when they have arrived onsite for a work order (provided location is being shared).

Stay tuned for part 2 in this 2018 Business Applications new releases blog series, PowerApps.

Time is not just a valuable asset for you - it’s also valuable for your customer. Nothing improves customer experience more than showing your customer how valuable their time is to you. Download this guide as it highlights the move from manual field service processes to a connected, proactive automated model, offering you: 3 ways mobile communication can reduce field service costs, 3 ways field service can boost your customer satisfaction, and 3 cool facts about automated field service scheduling with Microsoft Dynamics 365 for Field Service.


Terry is a veteran executive in the high-tech arena in both thriving and early-stage companies. His goal is to develop a roadmap for clients to become High Performing Field Service Organizations that drive business results and revenue to their bottom line. His expertise includes delivering the positive business outcomes expected from the Microsoft Dynamics 365 platform.

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