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.