Field Service Overview and Demo — Dynamics 365 for Customer Engagement

Published May 2 2018 by Bill Kinahan
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A complete field service management solution provides the best approach for enhanced customer communication and optimized scheduling services.

Have you ever called your cable service provider, waited for what seems like forever to speak with someone about an issue, only to later have their technician show up at the wrong time or not have the tools equipped to fix your problem? Situations like that can easily be avoided with the right management solution for field services. When you have the ability to properly schedule the appropriate resource based on skill set and/or location, it eliminates the occurrence of botched visits due to time mishaps or insufficient skills for that particular assignment.  Additionally, you can even enable your field service techs on a mobile device for completion of work orders, taking pictures and customer signature.

Take a look at this Field Service demonstration to see exactly how this tool allows users to get the job done right and most importantly connect with customers in a timely and organized manner.

What to expect from this video – the flow of a field service work order from start to finish. You will see a demonstration from three different personas that use this tool - customer service, dispatch and the field technician. 

  • Case creation in Dynamics 365 from the customer side when the customer has an issue or problem
  • Creating an onsite work order
  • Scheduling of the work order
  • Performing a work order
  • Work order review

Register today for the webinar, An Intro to Field Service Functionality and Capabilities on May 29th 2018 at 12pm ET for a deeper dive into Field Service with Dynamics 365.

New to Microsoft Dynamics 365 for Customer Engagement? Take a look at this complete overview and demo.


Bill has been in the IT industry for 23 years and specifically consulting on CRM for 21 years. He has been involved in various industries including manufacturing, public sector and professional services. He has worked in all facets of CRM deployments from both the client and consulting side including sales and delivery. Bill has been involved with Dynamics 365 (formally Microsoft CRM) since its inception in 2003. Bill is a highly knowledgeable resource on the entire Dynamics 365 suite including Field Service and also very strong in the process design needed to implement the tool.

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