Microsoft Dynamics 365 field service

CRM for Field Service
Transform your service operations 

Dynamics 365 Field Service is a CRM solution that helps businesses relying on onsite services deliver exceptional customer experiences—powered by generative AI, the Internet of Things (IoT), and mixed reality.

Talk to an expert
Overview
AI enhancements
Benefits
Features
Our service
FAQ

Optimize requests and manage work orders in real-time with powerful CRM capabilities

Dynamics 365 Field Service is a cloud-based CRM software designed to help businesses manage and optimize their field service operations. Using AI-driven insights and IoT capabilities, it enables organisations to:

  • Optimise scheduling and dispatching by assigning the right technician with the right skills to the right job at the right time.  
  • Track service requests, manage work orders, and ensure timely task completion.  
  • Equip field technicians with real-time access to schedules, customer history, and step-by-step guidance.  
  • Predict and prevent equipment failures by monitoring IoT-connected devices.  
  • Use AI-driven recommendations and automation to improve efficiency and first-time fix rates. 
  • Keep customers informed with automated notifications and real-time tracking of service appointments. 
Microsoft Copilot in Dynamics 365 Field Service

Supercharge field service with AI-powered Copilot 

Imagine a world where your field service teams spend less time on admin and more time solving customer issues. As part of your CRM ecosystem, Copilot in Dynamics 365 Field Service makes that possible by automating tasks, optimizing schedules, and delivering real-time insights—boosting both efficiency and customer satisfaction.



 

Smarter work order management

Copilot creates work orders automatically—using information from emails, messages, and service history. This reduces manual effort and helps ensure orders are accurate, consistent, and ready in no time.

AI-optimized scheduling

Struggling with last-minute changes? Copilot helps you assign the right technician—based on skills, location, and availability. It can even reschedule appointments automatically, helping reduce delays and improve first-time fix rates.

On-the-job guidance and knowledge access

Copilot supports technicians in the field with real-time troubleshooting tips, step-by-step repair instructions, and relevant documentation. This enables faster issue resolution without the need for for backup.  

Instant summaries and automated updates

Copilot handles job summaries, logs service activities, and updates CRM records automatically. Technicians can spend less time on reporting and more time focusing on service quality. 

Proactive service and predictive maintenance

Copilot analyzes IoT sensor data and service history to predict potential equipment failures before they occur. This shift from reactive repairs to proactive maintenance helps reduce downtime and improve service reliability.

AI-supported customer communication

Copilot automates customer updates with a personalized touch. It generates service notifications, follow-up emails, and real-time status updates, keeping customers informed throughout the entire service process.   

 

BENEFITS OF MICROSOFT DYNAMICS 365 FIELD SERVICE

Improve field work while delivering exceptional customer service  

At BE-terna, we help businesses leverage Microsoft Dynamics 365 Field Service—a powerful CRM solution—to optimize field operations, reduce costs, and improve customer satisfaction.

Increased productivity
Cost savings
Predictive and preventive maintenance
Enhanced customer experience  

Increased productivity

Technicians can access job details, customer history, and real-time updates from anywhere—enabling them to act quickly and stay informed. Remote collaboration tools connect them with on-site experts, helping resolve issues faster and improve first-time fix rates.

Automated workflows capture service details digitally and generate reports instantly, cutting down on paperwork and reducing administrative effort.

Cost savings

Optimized scheduling and reduced travel times help lower operational costs. Automation simplifies key processes by removing manual steps in scheduling, invoicing, and reporting.

Better inventory management allows businesses to track and manage spare parts efficiently—avoiding shortages and unnecessary stockpiling.

Predictive and preventive maintenance

IoT integration enables real-time monitoring of equipment, helping identify issues before they cause failures. With preventive maintenance strategies in place, businesses can reduce unexpected downtime and avoid costly repairs.

AI-driven insights analyze usage patterns and deliver data-backed recommendations—supporting proactive service actions that improve long-term reliability.

Enhanced customer experience  

Customers stay informed through automated updates on technician arrival times and service status—building transparency and trust. Self-service tools like chatbots and online portals make it easy to schedule appointments and track service requests.

AI-powered troubleshooting supports faster issue resolution, helping technicians deliver quick fixes and increase first-time resolution rates.

Highlighted features

Manage demand

Plan work

Empower technicians

Integrate and sync

Manage demand

Focus on better response times with the help of technology.

  • Customer portal: Engage your customers and give them 24/7 access to their service needs with a self-service portal with real-time technician tracking and text notifications.
  • Work orders: Operators can issue tickets for sales opportunities or create work orders with just one click.
  • Agreement orders: If an agreement has predefined intervals for recurring service, the system automatically creates work orders.
  • Automatic problem resolution (Self – heal): IoT can resolve issues by deploying pre-defined commands without the need for human interaction.
  • IoT connectivity: The system allows users to connect with the Azure IoT, where work orders can be created automatically based on IoT triggers, and which in turn can schedule technicians’ visits.

Plan work

Plan work more efficiently and make your business more profitable.

  • Schedule & dispatch: Universal Resource Scheduling ensures that only available technicians can be scheduled.
  • Intelligent scheduling optimisation: You can choose the appropriate technician manually, or with the assistance of automation (semi-automated - with suggested potential qualified resources, or fully-automated - where the algorithm combined with goals/constraints schedules automatically).
  • Route optimisation: Technicians get optimised work route plans that make their working day more efficient and reduce transport costs significantly. 
  • Multi-requirement scheduling: Resource Scheduling Optimisation (RSO) automatically schedules jobs for the people, groups, equipment, and facilities best equipped to complete them. 
  • “What if?” optimisation: If something doesn‘t go as planned, e.g. cancelled bookings, emergency scheduling, traffic jams and roadworks etc, the system will find a way to reduce travel time vs working time.

Empower technicians

Empower your technicians with a powerful mobile solution

  • Scan barcodes: technicians can easily scan barcodes or parts and access product manuals using their mobile devices.
  • Work schedule: a quick and easy view of each technician’s work schedule, together with work orders, bookings and GPS to navigate.
  • E-signature: Electronically complete work orders with customers providing e-signatures on-site.
  • Online and offline: Even without an internet connection, you can still be sure that everything entered in the mobile app will be synced once you are back online.
  • Remote assistance: With Remote assist technology more experienced technicians can assist junior ones remotely using only their phone/mobile device.
  • 360° client history: Each technician can access the entire history of the client from any location.

Integrate and sync

Connect your existing ERP, BI solution or IoT technology seamlessly with integrated field service processes.

  • ERP: Utilise data from your ERP and automate work order generation with inventory data, customer data, product and service data. 
  • Business Intelligence: Power BI analysis, visualise data, and draw insights for better and easier decision-making.
  • IoT data streams: Use Azure IoT diagnostic, scheduling, asset maintenance, and inventory on the same platform to switch from “break – fix” to proactive and predictive service.
Gartner® Report: Transform Your CRM Culture for Generative AI with 5 Essential Steps
Read more
Explore additional Dynamics 365 CRM applications  

Microsoft Dynamics 365 applications

Microsoft Dynamics 365 Field Service is a CRM application built on Microsoft’s cloud-based Power Platform and is part of the broader Microsoft Dynamics 365 CRM ecosystem. This ecosystem leverages secure and scalable data management, AI-driven enhancements, automation capabilities, advanced analytics, and seamless collaboration with other Microsoft applications.
Our promise is success from day one 

BE-terna: Your trusted partner in Dynamics 365 Field Service

With over 2,000 successful implementations worldwide, we are your trusted partner throughout your Dynamics 365 journey.   

Implementation

Seamless implementation for immediate impact   

We tailor Dynamics 365 to your business needs, optimizing processes and empowering your sales team with the right tools from day one. 

Upgrade

Upgrade your existing solution and bring your business to the next level        

Whether you’re upgrading from an older version or migrating from another CRM, we make the process seamless and stress-free.

Support

Ongoing support for continuous success.

We will support you along your journey, whether you are looking for a new support partner or as a follow-up process after the implementation.

Our CRM customers

Frequently Asked Questions

Frequently asked questions