https://www.sikich.com

Copilot in Microsoft Dynamics 365 Field Service

Ray Beste

Aug 25 2023

2 min read

Microsoft is actively expanding its Copilot offerings, creating a version for many of their products. The recent launch of Dynamics Sales Copilot is a prime example, and now the focus has shifted to Dynamics 365 Field Service. Microsoft has unveiled a preview of Copilot specifically for this service, demonstrating their commitment to enhancing various products with AI-powered tools. This particular Copilot is designed to improve the efficiency and productivity of frontline service professionals.

According to the preview released on August 9th, Copilot for Dynamics 365 Field Service will release around the end of the year. It aims to streamline work order creation, technician scheduling, and work order management, leveraging AI to automate repetitive tasks and provide intelligent support.

Copilot for Dynamics 365 Field Service Features

Work Order Creation: Copilot integrates with Outlook and Teams to prepopulate relevant data into draft work orders, syncing automatically with Dynamics 365 Field Service.
Custom responses and summaries in Outlook: AI generated summaries and responses in Outlook are available to simplify follow-up activities.
Integration with Teams: Frontline technicians can see upcoming work orders and share details through Microsoft Teams.
AI work order recap: Allows service managers to see a quick summary of a work order and its related data through AI powered work order recaps.

Benefits

Efficiency: Reduces time spent on repetitive tasks, enabling frontline managers and technicians to focus on meaningful work.
Productivity: Enhances service delivery by providing the right information at the right time.
Customer Satisfaction: Accelerates response times, improving the customer journey.

Copilot in Microsoft Dynamics 365 Field Service represents a significant advancement in field service management. By integrating AI and modern user experiences, it promises to redefine how organizations handle service requests, boosting efficiency, productivity, and customer satisfaction.

If you’re already using Field Service and would like to see how you can leverage Microsoft’s AI, please reach out to our Field Service experts at any time!

This publication contains general information only and Sikich is not, by means of this publication, rendering accounting, business, financial, investment, legal, tax, or any other professional advice or services. This publication is not a substitute for such professional advice or services, nor should you use it as a basis for any decision, action or omission that may affect you or your business. Before making any decision, taking any action or omitting an action that may affect you or your business, you should consult a qualified professional advisor. In addition, this publication may contain certain content generated by an artificial intelligence (AI) language model. You acknowledge that Sikich shall not be responsible for any loss sustained by you or any person who relies on this publication.

About the Author

Ray Beste

Commencing his IT career with Sikich in 1989, the birth year of the World Wide Web, Ray has witnessed the evolution of technology from the inception of websites and browsers to the rise of smartphones and social media platforms. The advent of AI technologies, particularly Generative AI, has Ray focusing his attention on this and related technologies as he guides Sikich's internal use journey as well as that of our clients.