Dynamics 365 Field Service Copilot | What can it do? | Full Explanation
Summary
TLDRMicrosoft 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
🤖 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.
🔧 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.
Mindmap
Keywords
💡Field Service Teams
💡Microsoft Dynamics 365 Field Service
💡Generative AI
💡Co-Pilot
💡Assisted Work Order Creation
💡Frontline Managers
💡Optimized Technician Scheduling
💡Intelligent Recaps
💡CRM Product
💡Service Delivery
💡Natural Language
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]
one
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