Dynamics 365 Field Service Copilot | What can it do? | Full Explanation

Summary

Microsoft Dynamics 365 Field Service is revolutionizing field service operations with the introduction of Co-pilot, a generative AI feature. It streamlines work order creation from customer emails, optimizes technician scheduling with data-driven insights, and generates intelligent recaps of work orders. Co-pilot empowers frontline managers to work more efficiently, potentially saving time and money while enhancing customer satisfaction. The best part? It's available for free with a Dynamics 365 Field Service license, transforming not just field service but also marketing, sales, and customer service within the Microsoft suite.

Takeaways

• 🚀 Microsoft Dynamics 365 Field Service integrates with generative AI through Co-Pilot, enhancing business operations.
• 📧 Assisted Work Order Creation allows frontline managers to generate work orders from customer emails with AI parsing and summarizing.
• 🔧 Co-Pilot aims to reduce the manual effort and time spent on creating work orders, improving efficiency for frontline managers.
• 🔄 Users maintain full control over work orders, with Co-Pilot serving as an assistant, not a replacement.
• 🔄 Optimized Technician Scheduling uses data-driven insights to recommend the best technician for a job, based on travel time, availability, and skill set.
• 🛠 Co-Pilot is designed to assist resource schedulers and dispatchers, not replace them, by providing scheduling recommendations.
• 📝 Intelligent Recaps provide a summary of work orders, including history, future actions, arrival times, and required parts, aiding quick understanding and next steps.
• 🔑 Recaps are generated based on work order details and related records, but are not saved, requiring users to generate their own based on permissions.
• 💼 By integrating Co-Pilot, field service teams can streamline operations, improve technician productivity, and enhance customer satisfaction.
• 💰 Organizations can save time and money with Co-Pilot by optimizing field service operations without additional costs beyond a Dynamics 365 Field Service license.
• 🌐 Co-Pilot's impact extends beyond field service, revolutionizing the entire Microsoft Dynamics Suite, including Marketing, Sales, and Customer Service.

Q & A

What is Microsoft Dynamics 365 Field Service?

Microsoft Dynamics 365 Field Service is a Microsoft CRM product designed to help businesses manage their field service operations more efficiently.

What does the term 'generative AI' refer to in the context of the video?

In the video, 'generative AI' refers to the advanced AI capabilities that can create or generate new content, such as text, based on existing data, which is being integrated into Microsoft Co-pilot for D365 Field Service.

What are the three game-changing capabilities of Co-pilot for D365 Field Service mentioned in the video?

The three game-changing capabilities are assisted work order creation, optimized technician scheduling, and intelligent recaps generation.

How does assisted work order creation in Co-pilot work?

Assisted work order creation allows frontline managers to create work orders from customer emails by parsing the email content to populate fields on the work order form, including generating a summary for the work order description.

What is the purpose of the optimized technician scheduling feature in Co-pilot?

The optimized technician scheduling feature provides data-driven recommendations for scheduling technicians based on factors like travel time, availability, and skill set, aiming to help frontline managers improve service delivery.

Is Co-pilot designed to replace resource schedulers or dispatchers?

No, Co-pilot is not designed to replace resource schedulers or dispatchers. It is a tool that provides recommendations to assist them in making more informed decisions.

What does the intelligent recaps feature in Co-pilot provide?

The intelligent recaps feature provides a summary of the work order and its related data, helping service managers, dispatchers, and frontline workers quickly understand the state of a work order and the next steps.

How does Co-pilot integrate into the work order business process?

Co-pilot integrates into the beginning, middle, and end of the work order business process, enabling field service teams in all areas and ultimately boosting performance.

What benefits can organizations expect from leveraging Co-pilot's capabilities?

Organizations can expect to save time and money by streamlining field service operations, improving technician productivity, and enhancing customer satisfaction.

Is there an additional cost to use Co-pilot in Dynamics 365 Field Service?

No, to use Co-pilot in Dynamics 365 Field Service, all you need is a Dynamics 365 Field Service license, and if you already have the Field Service app, you can begin utilizing Co-pilot for free.

How is Co-pilot impacting other areas of the Microsoft Dynamics Suite besides Field Service?

Co-pilot is revolutionizing the entire Microsoft Dynamics Suite, changing how people work in Marketing, Sales, and Customer Service as well.

Outlines

00:00

🤖 AI-Powered Work Order Creation with Microsoft Co-Pilot

The script discusses the transformation in field service operations through Microsoft Dynamics 365 Field Service, particularly with the introduction of Microsoft Co-Pilot. Co-Pilot leverages generative AI to enhance efficiency in creating work orders. The feature, 'Assisted Work Order Creation,' allows frontline managers to generate work orders from customer emails by parsing the content and populating the work order form. This AI-driven tool aims to streamline the process, reducing the time and effort required to create work orders at scale. The script highlights the benefits of this feature, such as eliminating manual data entry and improving workflow continuity. It also emphasizes that users retain full control over the work order creation process, with Co-Pilot serving as an assistant rather than a replacement.

05:01

🔧 Optimized Scheduling and Recaps with Microsoft Co-Pilot

The second paragraph delves into the further capabilities of Microsoft Co-Pilot in the field service domain. It introduces 'Optimized Technician Scheduling,' a feature that provides data-driven recommendations for resource allocation, considering factors like travel time, availability, and skill sets. Co-Pilot is designed to support, not replace, resource schedulers and dispatchers, by offering insights to improve service delivery. Additionally, the paragraph covers 'Intelligent Recaps,' which is a feature generating summaries of work orders, including history, future actions, arrival times, and required parts. This feature is intended to aid service managers, dispatchers, and frontline workers in quickly understanding the status of work orders and the necessary next steps. The script concludes by emphasizing the cost-effectiveness of Co-Pilot, as it is available for free with a Dynamics 365 Field Service license, and mentions its broader impact on the Microsoft Dynamics Suite, including applications in marketing, sales, and customer service.

Keywords

💡Field Service Teams

Field service teams are groups of professionals who provide services at the customer's location, often involving repair, installation, or maintenance. In the video, the focus is on how these teams interact with customers and how technology is transforming their workflow. The script mentions that Microsoft Dynamics 365 Field Service is enabling these teams to leverage generative AI for improved efficiency.

💡Microsoft Dynamics 365 Field Service

Microsoft Dynamics 365 Field Service is a customer relationship management (CRM) product designed to help businesses manage their field service operations. The video discusses how this product, through the integration of co-pilot, is enhancing the capabilities of field service teams, allowing for more efficient work order creation, optimized scheduling, and better overall service delivery.

💡Generative AI

Generative AI refers to artificial intelligence systems that can create new content, such as text, images, or data. In the context of the video, generative AI is a key feature of Microsoft's co-pilot, which assists in creating work orders and providing recommendations for scheduling technicians, thus streamlining field service operations.

💡Co-Pilot

Co-pilot, in this video, is a feature within Microsoft Dynamics 365 Field Service that uses generative AI to assist field service teams. It is described as having capabilities that can make work order creation, technician scheduling, and work order recaps more efficient. The script highlights co-pilot's role in enhancing the productivity of field service teams.

💡Assisted Work Order Creation

Assisted work order creation is a feature of co-pilot that automates the process of generating work orders from customer emails. The script explains how this feature parses email content to populate work order forms, reducing the manual effort required by frontline managers and enabling them to create work orders at scale.

💡Frontline Managers

Frontline managers are supervisors who oversee the day-to-day operations and staff in a business, often the first point of contact for customer issues. The video script describes how co-pilot assists these managers by automating the creation of work orders and providing scheduling recommendations, thus improving their efficiency.

💡Optimized Technician Scheduling

Optimized technician scheduling is a feature of co-pilot that provides data-driven recommendations for assigning technicians to work orders. The script emphasizes how this feature considers factors like travel time, availability, and skill set to improve service delivery and reduce the time spent on manual scheduling.

💡Intelligent Recaps

Intelligent Recaps is another feature of co-pilot that generates a summary of work orders and related data. The script mentions that this feature helps service managers, dispatchers, and frontline workers to quickly understand the status of work orders and the next steps required, enhancing their ability to deliver services efficiently.

💡CRM Product

A CRM (Customer Relationship Management) product is a type of software used to manage a company's interactions with current and potential customers. Microsoft Dynamics 365 Field Service is an example of a CRM product, as discussed in the video, which is now integrating AI capabilities to improve customer service operations.

💡Service Delivery

Service delivery refers to the process of providing services to customers, which can include everything from the initial contact to the completion of the service. The video script discusses how co-pilot's features aim to optimize service delivery by making work order creation, scheduling, and recap generation more efficient.

💡Natural Language

Natural language is the way humans communicate verbally or in writing. In the context of the video, co-pilot's ability to understand and process natural language allows frontline workers to state their needs in a conversational manner and receive specific, relevant information related to their work orders.

Highlights

Microsoft Dynamics 365 Field Service integrates with generative AI through Co-Pilot, enhancing customer interaction for field service teams.

Generative AI is a current buzzword with many questioning its capabilities in Microsoft Co-Pilot for D365 Field Service.

Co-Pilot aims to increase efficiency and save time and money for businesses, prompting questions about its practical benefits.

The video outlines three game-changing capabilities of Co-Pilot for the Field Service app and organizations.

Assisted Work Order Creation allows frontline managers to create work orders from customer emails with AI parsing and summarizing.

This AI feature reduces the workload for frontline managers, enabling work order creation at scale with less time and effort.

Co-Pilot analyzes email content for work order creation, extracting issues, asset information, and other relevant data.

Frontline managers can review, revise, and schedule work orders directly from Outlook, streamlining the workflow.

Co-Pilot provides full control to users over work order creation, assisting rather than replacing manual processes.

Optimized Technician Scheduling is a feature that saves time by providing data-driven recommendations for resource allocation.

This feature is not intended to replace schedulers but to assist them with recommendations based on travel time, availability, and skill set.

Intelligent Recaps summarize work order history, future actions, arrival times, and required parts, aiding quick understanding and next steps.

Co-Pilot's integration into the work order process from beginning to end aims to boost field service team performance.

By leveraging Co-Pilot's capabilities, organizations can streamline field service operations, improving technician productivity and customer satisfaction.

Frontline workers can use natural language to receive specific work order-related information, leading to faster resolution and better service.

Co-Pilot's use in Dynamics Field Service requires only a D365 Field Service license, offering its benefits for free to existing app users.

Co-Pilot is also revolutionizing other areas of the Microsoft Dynamics Suite, including Marketing, Sales, and Customer Service.

The host, Griffin Lickfelt, invites viewers to explore Co-Pilot's capabilities in other apps through a dedicated playlist.

Transcripts

how field service teams interact with

customers is changing a lot through

Microsoft Dynamics 365 field service

which is a Microsoft CRM product

businesses are now able to harness the

power of generative AI through co-pilot

now I know generative AI is a huge

buzzword right now but a lot of people

have genuine questions questions like

what capabilities does Microsoft

co-pilot have in d365 field service you

may wonder how can co-pilot make me more

efficient or maybe even how much time

and money money does co-pilot actually

save in this video I'm going to walk

through the three most gamechanging

capabilities co-pilot is bringing to the

users of the field service app and to

the organizations that are looking at

copilot and asking how can this make my

business

better the first capability on the list

today is the assisted work order

creation assisted work order creation is

a feature in co-pilot that allows

Frontline managers to easily create

create work orders from emails they

receive from

customers this feature parses the

contents of an email thread and uses

that information to populate fields on

the work order form including generating

a summary for the work order description

field you can kind of think of this as

the sales email Auto capture feature

just converted into field service this

AI powered feature is aimed at Frontline

managers so that they can create work

orders at scale with less time and less

effort here is how it works when a

customer sends it email to the service

account co-pilot analyzes the email

content and extracts the information out

things like the issues description the

asset information and other data based

on this information copilot then

provides a recommendation for creating a

work order which then the Frontline

manager can review revise and schedule

all an Outlook without interrupting

their workflow no more copy and pasting

issues no more sorry I missed your email

issues this feature is going to take

some of the guest work out of the

picture now now don't be afraid the

users still have full control over these

work orders and when and how they are

created this is only to assist in the

general creation of the work ORD so that

less people can create more which I

guess now that I think about it from a

business perspective you don't want work

orders but you can have less people

create the same amount of work orders

yeah I I hope that makes sense now I

want to preface this next capability by

saying I think this one is a

particularly cool feature coming to the

users of the field service app a lot of

time and effort can be spent on doing

this one task and integrating co-pilot

to help with the workload of this task

is going to save a ton of time that is

optimized technician scheduling

everybody who's anybody knows that

scheduling resources onto the work

orders is a huge process that really

takes a ton of time from valuable

resources I mean companies have

positions where people's entire job is

just scheduling this resource es and

then they have extra people whose entire

job is supporting the people who are

scheduling these resources optimized

technician scheduling is a feature in

co-pilot that provides datadriven

recommendations for this technician

scheduling the recommendations are based

on factors such as travel time

availability and skill set this feature

is intended to help Frontline managers

optimize their technician schedules and

improve Service delivery it's an

important time to mention that co-pilot

is not being built to replace the

resource schedulers or the resource

dispatchers this is specifically

designed to be a tool that provides

recommendations for them copilot is not

scheduling any resources but it will

find the best resources it finds and

bring it on screen for the scheduler to

see here's how it works when a work

order is created co-pilot analyzes the

work order details and technician

availability to provide scheduling

recommendations these recommendations

are built on datadriven insights like

time travel no like travel time skill

set and availability Frontline managers

can then review these recommendations

and make changes as needed so now with

copilot you can create work orders

faster you can schedule resources on

work orders faster and finally lastly

and certainly not least you can use

co-pilot to generate work order Recaps

intelligent Recaps is a feature in

copilot that provides a summary of the

work order and its related data it helps

service managers dispatchers and

Frontline workers quickly understand the

state of a work order and the next steps

the recap summarizes the work orders

history future actions arrival times

work criticality required parts for the

work order and other contextual

information when a work order is created

co-pilot looks at the work ORD details

and the related records to create the

recap content the content of the recap

is not saved and is only available for

the user who generated it users must

generate their own Recaps and the Recaps

are limited to their permissions you may

know that this summarization capability

is a Hot Topic in some of the other apps

it's cool to see this functionality

coming to field service as well so

co-pilot is now integrating itself into

the beginning middle and end of the work

order business process this way it can

enable the field service teams in all

areas and ultimately boost performance

but who cares all of this stuff is cool

but it's important to highlight what

this actually means for businesses by

leveraging these capabilities

organizations can ultimately save time

and money by streamlining their field

service operations improving technician

productivity and enhancing customer

satisfaction with co-pilot Frontline

workers can simply State what they need

using natural language and receive

specific information related to their

work order including status updates

products needed or instructions to help

them get the job done this ultimately

leads to faster resolution and better

service assisted work order creation and

optimized technician schedule scheduling

allow Frontline managers to create work

orders at scale intelligent Recaps help

service managers Frontline workers and

dispatchers understand the current

status of work orders and the next steps

again optimizing Service delivery and

speeding up time to resolution excuse me

excuse me I got a question yeah what's

up okay so I get that co-pilot will save

time and money and it will help everyone

in the field service app be better but

that's got to be expensive right well

not EX exactly see here's the best part

in order to use co-pilot in Dynamics

field service all you need is a d365

field service license that's it what

that means is if you already have the

field service app you can begin

utilizing co-pilot for free the crazy

thing is co-pilot is revolutionizing the

entire Microsoft Dynamic Suite it's

changing how people work in Marketing

sales and customer service as well if

you're interested in what copilot can do

in the other apps be sure to check out

this playlist here it's perfectly

created to answer those questions thank

you guys so much for sticking the end

the video my name is Griffin lickfelt

the host of Citizen developer I'm

excited to connect with you guys in the

next

[Music]

[Applause]

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