Copilot in Microsoft Dynamics 365 Field Service

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.


  • 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!

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