QUICK INTROS BEFORE GETTING STARTED. 
I'M ASSUMING, JUST TO GET AN IDEA 
OF FOLKS IN THE ROOM WHO ARE FAMILIAR 
WITH DYNAMICS 365 FIELD SERVICE, 
I'M ASSUMING MOSTLY EVERYONE PROBABLY 
IS, SHOW OF HANDS? FIELD SERVICE? 
OKAY, COOL. THAT'S GOOD TO KNOW. 
WHO HAS PLAYED AROUND WITH CANVAS 
APPS? CANVAS APPS, AS IN POWERAPPS? 
SHOW OF HANDS. MODEL APPS, SHOW 
OF HANDS. DECENT MIX. >> ANY MIXED 
REALITY OR MODE ASSIST? >> ALL RIGHT. 
COOL. REAL WEAR DEVICES. VERY NICE. 
PARTNER OF OURS. THAT'S GOOD CONTEXT 
SO WE KNOW WHETHER TO DO SOME BASIC 
OVERVIEWS. BEFORE WE GET STARTED, 
WE'LL DO SOME QUICK INTROS. >> MY 
NAME IS JON GOODWIN, I'M A TECHNICAL 
ARCHITECT HERE AT THE MICROSOFT 
TECHNOLOGY CENTER HERE IN ATLANTA. 
SO JUST A QUICK BACKGROUND.
I'VE BEEN DEALING WITH DYNAMICS 
FOR SEVERAL YEARS.
STARTED OUT IN CONSULTING 
SERVICES BACK IN '06 TIMEFRAME, 
AND DID THAT FOR SEVERAL YEARS, 
AND THEN WAS PRESALES 
ARCHITECT, AND NOW I'VE BEEN AN ARCHITECT 
IN THE MTC.
LOOK 
FORWARD TO -- I ENJOY DEALING WITH 
CUSTOMERS TRYING TO FIGURE OUT HOW 
TO USE OUR TECHNOLOGIES. >> MY NAME 
IS EAMON. I'M ON THE PRODUCTS TEAM 
FOR DYNAMICS 365 FOR FIELD SERVICE. 
I FOCUS ON TECHNICIAN ENABLEMENT. 
SO BASICALLY, HOW CAN WE EMPOWER 
FIELD SERVICE ORGANIZATIONS TO GIVE 
THEIR TECHS OUT IN THE FIELD ALL 
THE TECHNOLOGY THEY NEED TO GET 
THEIR JOB DONE. THAT'S THINGS LIKE 
MIXED REALITY APPLICATIONS, MOBILE 
APPLICATIONS, AND SO ON, AND HOW 
DO THOSE ALL WORK TOGETHER NICELY. 
SO I'VE DONE A NUMBER OF RIDEALONGS. 
LITERALLY JUST SITTING IN THEIR 
TRUCKS, WATCHING THEM USE THEIR 
PHONES TO GET THE JOB DONE. SEEN 
A LOT OF INTERESTING THINGS OUT 
THERE, CASES WHERE YOU HAVE SOME 
TECHS, FOR EXAMPLE, JUGGLING MULTIPLE 
DEVICES BECAUSE GENERALLY THE COMPANY 
WILL NOT SPLURGE ON YOUR DEVICE 
AND END UP USING THE PERSONAL DEVICE. 
SO THINGS AROUND LIKE MDM AND SO 
ON, THAT'S OUR WHEELHOUSE. FOR THIS 
PRESENTATION, WHAT WE'RE GOING TO 
BE TALKING ABOUT IS HOW DO YOU ENABLE 
YOUR WORKFORCE OUT IN THE FIELD 
WITH THE RIGHT TECHNOLOGY TO SUCCEED. 
AND SO, WE'RE GOING TO BE APPROACHING 
THAT FROM THE LENS OF THE DYNAMICS 
365 FOR FIELD SERVICE PRODUCTS IN 
TERMS OF WHAT IS OUR PRODUCT STORY 
THERE. BEFORE WE GET INTO THE -- 
SPECIFICALLY JUST FOCUSING ON THE 
TECHNICIAN PERSONA, SEEMS LIKE FOLKS 
IN THE ROOM, SOME WEREN'T TOO FAMILIAR 
WITH FIELD SERVICE. WHEN WE TALK 
ABOUT FIELD SERVICE, THIS IS REALLY 
THE GAMUT OF WHAT WE'RE TALKING 
ABOUT. THE WAY WE SEE FIELD SERVICE 
IS THAT YOU HAVE YOUR DEMAND COMING 
IN, SO THAT WILL COME IN -- SAY 
YOU'RE AN ELEVATOR OPERATING COMPANY 
OR SOMETHING LIKE THAT. YOU'LL HAVE 
FOLKS WHO WILL CALL UP, MAYBE SEND 
IN AN EMAIL, FILE A CASE. YOU'LL 
HAVE A CONTACT CENTER THAT'S FIELDING 
THOSE CASES AND MANAGING THE DEMAND. 
YOU MAY ALSO HAVE WORK COMING IN 
TO YOUR COMPANY VIA AGREEMENTS THAT 
YOU HAVE OR ENTITLEMENTS WITH CUSTOMERS. 
OF COURSE, THE TREND THAT WE'RE 
SEEING NOW IS THAT A LOT OF FIELD 
SERVICE ORGANIZATIONS ARE STARTING 
TO INSTRUMENT THEIR DEVICES WITH 
IOT CENSORS, OR MAYBE THEY HAD CENSORS 
IN THE PAST AND THEY'RE JUST NOW 
CONNECTING THEM UP TO AZURE IOT 
CENTRAL. BUT THE POINT IS YOU HAVE 
ALL THIS DEMAND COMING IN THAT YOU 
NEED TO ULTIMATELY SEND TECHS OUT 
TO SERVICE. ONCE YOU HAVE THE DEMAND 
IN PLACE AND YOU HAVE YOUR REQUIREMENTS 
THAT YOU NEED TO ADDRESS, FIELD 
SERVICE OFFERING ALLOWS FOR YOU 
TO PLAN OUT YOUR RESOURCING FOR 
YOU TO ADDRESS THAT. SO WE HAVE 
THINGS LIKE THE SCHEDULE BOARD YOU'LL 
SEE THERE WHERE YOU'RE ABLE TO VISUALIZE 
ALL OF YOUR RESOURCES YOU HAVE AND 
ALL OF YOUR UNSCHEDULED WORK AND 
YOU CAN DRAG AND DROP STUFF ON TO 
THE SCHEDULE BOARD AND BOOK YOUR 
RESOURCES. WE ALSO HAVE OPTIMIZATION 
AROUND THAT BECAUSE YOU DON'T WANT 
SOMEONE HAVING TO MANUALLY GO THROUGH 
ALL THE INCOMING DEMAND AND TRIAGE 
IT AND ASSIGN RESOURCES, SO WE HAVE 
SOMETHING KNOWN AS RESOURCE SCHEDULE 
OPTIMIZATION, OR RSO, WHICH WE'VE 
PRODUCED IN PARTNERSHIP WITH MICROSOFT 
RESEARCH. OUR INTERNAL RESEARCH 
ARM, BASICALLY ADDRESSES THE TRAVELING 
SALES PROBLEM TO ENSURE THAT WE'RE 
HAVING THE RIGHT RESOURCE GOING 
TO THE RIGHT JOB AND DOING -- FOLLOWING 
THE MOST OPTIMAL ROUTE. I THINK 
THERE'S A WHOLE SESSION ON THAT 
IF YOU'RE INTERESTED, BECAUSE THAT'S 
A TREND WE SEE A LOT OF COMPANIES 
ARE KEEN ON. IT ULTIMATELY ALLOWS 
FOR YOU TO CUT OUT THE SCHEDULE 
PERSONA IN THE BACK OFFICE, AND 
REALLY, YOU END UP REALLY JUST NEEDING 
SOMEONE TO MANAGE THE ENGINE THAT'S 
RUNNING AND OPTIMIZING. SO ONCE 
YOU'VE SCHEDULED YOUR RESOURCES, 
ULTIMATELY THEY'LL GO IN THE FIELD 
AND YOU WANT TO MAKE SURE YOU'VE 
ENABLED THEM WITH THE RIGHT TECHNOLOGY 
TO GET THEIR JOB DONE. SO WE HAVE 
THINGS LIKE -- WELL, FIRST AND FOREMOST, 
THE MOST PARAMOUNT FUNCTIONALITY 
IN THE FIELD SERVICE ARENA REALLY 
IS THE ABLE TO GO OFFLINE, BECAUSE 
WHEN YOU SEND TECHS OUT IN THE FIELD, 
THEY MAY BE GOING INTO A REGION 
WITH BAD CELLULAR REGION, MAYBE 
THEY'RE GOING INTO AN ELEVATOR SHAFT, 
MAYBE THEY'RE GOING INTO A PARKING 
GARAGE WHERE THEY WANT TO HAVE INTERNET 
CONNECTIVITY, SO THEY NEED TO BE 
ABLE TO GO OFFLINE ON THEIR DEVICE. 
IT'S REALLY THE AREA, AT LEAST FROM 
A FIRST PARTY APPLICATION PERSPECTIVE, 
WHERE OFFLINE IS ABSOLUTELY KEY. 
THAT'S SOMETHING THAT OUR APPLICATION 
ENABLES FOR YOU TO DO. YOU CAN DEFINE 
WHAT DATA NEEDS TO GET SYNCED OFFLINE, 
HOW OFTEN YOU'LL WANT TO MAKE SURE 
THE DEVICE IS CONNECTED AND ALL 
THAT GOOD STUFF. IN ADDITION TO 
THAT, ONE THING WE'RE SEEING NOW 
IS INTERNALLY, WE'RE PUTTING A LOT 
OF INVESTMENT INTO MIXED REALITY, 
AND THERE'S LOTS OF OPPORTUNITIES 
WHERE WE'VE BEEN WORKING WITH OUR 
MIXED REALITY TEAMS TO FIND THE 
RIGHT TOUCH POINTS FOR FIELD SERVICE. 
THINGS LIKE REMOTE ASSIST AND GUIDES 
AND SO ON. WE'RE WORKING WITH THAT 
TEAM CLOSELY, HOW CAN WE PROVIDE 
A GOOD FIRST PARTY OUT OF THE BOX 
EXPERIENCE FOR FIELD SERVICE. TODAY, 
WE HAVE A STORY AROUND REMOTE ASSIST 
WHERE YOU CAN BASICALLY DEFINE FOR 
A WORK ORDER OR WORK ORDER TYPE. 
YOU CAN SAY WHEN IT'S THIS KIND 
OF WORK ORDER, I WANT THIS RESOURCE 
TO BE THE DESIGNATED SUPPORT REMOTE 
EXPERT CONTACT. RIGHT NOW IT'S A 
VERY BASIC CONFIGURATION EXPERIENCE, 
BUT WE ARE LOOKING TO MAKE THAT 
MORE ROBUST GOING FORWARD. AND WE'LL 
SHOW SOME OF THOSE BASIC INTEGRATIONS 
IN JUST A FEW MOMENTS IN THE DEMO. 
AND OF COURSE, THE IDEA AROUND YOU 
HAVE TECHS IN THE FIELD AND YOU 
WANT TO ENABLE THEM WITH A DIGITAL 
ASSISTANT OF SORTS. MOST OF US PROBABLY 
HAVE SOMETHING LIKE ALEXA. WHAT 
IF WE CAN ENABLE TECHS IN THE FIELD 
WITH AN ACTUAL DIGITAL ASSISTANT. 
SO TODAY, WE HAVE CUSTOMERS USE 
BOT FRAMEWORK OR MAYBE EVEN DYNAMICS 
365 FOR CUSTOMER SERVICE AI, AND 
BASICALLY CREATE BOTS TO ASSIST 
THEIR WORKERS. THAT'S A TREND WE 
SEE AS WELL. ONCE YOU HAVE A TECH 
IN THE FIELD COMPLETE THEIR WORK, 
EVERYTHING IS ALL AND GOOD, YOU 
WANT TO ENGAGE YOUR CUSTOMERS AND 
MAKE SURE THE SERVICE YOU'RE PROVIDING 
IS TOPNOTCH. AND SO WE HAVE THINGS 
LIKE CUSTOMER PORTALS WHERE YOU 
CAN EXPOSE DATA TO YOUR END CUSTOMERS. 
THEIR CUSTOMERS, SO THE C2s. PORTALS 
ALLOW FOR C2s TO BASICALLY GET INSIGHT 
INTO, HERE'S ALL THE WORK THAT IS 
SCHEDULED FOR US, AND EVEN HAVE 
VISIBILITY INTO THE TECHNICIAN THAT'S 
BEEN SCHEDULED OUT. SO THERE'S INTEGRATIONS 
YOU CAN DO WITH LIKE GLIMPSE, FOR 
EXAMPLE, WHERE YOU CAN SEND C2s 
BASICALLY A LINK TO SEE LIVE TRACKING 
OF WHERE THE TECH IS WHO'S SUPPOSED 
TO COME OUT TO SERVICE YOUR SITE. 
AND THEN, OF COURSE, THERE'S THE 
IDEA, ONCE YOU'VE GONE THROUGH THIS, 
YOU WANT TO MAKE SURE THAT MEANTIME, 
TIME TO REPAIR TIMES ARE GOING DOWN. 
BASICALLY ANALYZE AND INTEGRATE 
WITH ALL YOUR OTHER SYSTEMS. BUT 
FOR THE PURPOSE OF THIS PRESENTATION, 
WE'RE GOING TO BE FOCUSING ON THE 
THIRD BUCKET, WHICH SIS ENABLING 
TECHNICIANS. ONE OF THE CHIEF FEATURES 
WE HAVE IS OUR FIELD SERVICE MOBILE 
APPLICATION. SO THIS IS A CROSS-PLATFORM 
APPLICATION. WORKS ON ANDROID, WINDOWS, 
iOS, EVEN HOLLOW LENS BECAUSE IT'S 
A UWP APPLICATION. OUT OF THE BOX, 
WE PROVIDE SOME BASIC CONFIGURATION, 
WHERE WE'LL SET UP THE BASIC HOME 
MENU YOU'LL SEE THERE IN THE AGENDA 
VIEW THAT YOU SEE THERE. BUT YOU 
CAN, OF COURSE, GO IN AND CUSTOMIZE 
THE HECK OUT OF THIS FOR YOUR NEEDS. 
YOU CAN BRAND IT, DEPENDING ON YOUR 
CUSTOMER, CHANGE THE COLORING AND 
ALL THAT. WE'RE NOT GOING TO GO 
INTO ALL SORTS OF THOSE TWEAKS AND 
CONFIGURATIONS. BUT WE'LL SHOW A 
COUPLE NEAT EXAMPLES THAT WE'VE 
SEEN REALLY RESONATING WITH CUSTOMERS. 
AND THEN AFTER WE DO THE DEMO, JUST 
PROVIDE A SLIDE THAT HAS SOME USEFUL 
LINKS TO THE APP STORES WHERE YOU 
CAN DOWNLOAD THE APP IF YOU WANT 
TO START PLAYING WITH IT. COOL. 
SO, LET ME PULL UP -- YOU HAVE THAT 
CASTING? I APOLOGIZE IF THERE'S 
ANY SORT OF HICCUPS. DEMOING MOBILE 
APPS IS ALWAYS INTERESTING. CAN 
YOU JUST OPEN THE APP? ALL RIGHT. 
OH, HERE WE GO. SORRY, ONE MOMENT. 
THERE WE GO. OKAY, COOL. YOU SHOULD 
ALL BE ABLE TO SEE THAT. HERE WE 
HAVE THE FIELD SERVICE MOBILE APPLICATION. 
SO, LET'S SAY I'M A TECHNICIAN, 
I SHOW UP ON SITE TO PERFORM SOME 
SERVICE. WELL, LET'S SAY ACTUALLY IT'S 
THE START OF MY DAY, 7:00 A. M. 
, I ROLL OUT OF BED, AND I WANT 
TO SEE WHAT WORK I HAVE FOR THE 
DAY. 
SO THAT'S WHERE THE NOTION OF BOOKINGS 
COMES IN. SO BOOKINGS WILL SHOW 
YOU ALL THE YOU'VE BEEN BOOKED ON. 
SO IF YOU GO TO BOOKINGS, IT'S SOMEWHAT 
LIKE YOUR OUTLOOK CALENDAR VIEW 
OF SORTS. YOU'LL SEE, YOU KNOW, 
THE ACCOUNT THAT YOU'VE GOT TO GO 
SERVICE, YOU'LL SEE THE TIME, AND 
YOU'LL SEE THE FACT THAT IT'S NOW 
IN A SCHEDULED STAGE. SO LET'S SAY, 
OKAY, I WANT TO GO CHECK INTO THIS 
WORK AND SEE WHAT'S GOING ON. SO, 
WHEN YOU OPEN THIS, IT WILL SHOW 
YOU ALL THE DETAILS FOR THE WORK 
ORDER THAT YOU'VE BEEN BOOKED ON. 
YOU CAN SCROLL THROUGH HERE, SEE 
INFORMATION LIKE THE SERVICE ACCOUNT, 
THE INCIDENT TYPES. ON THIS CASE, 
WE SEE A SATELLITE FAILED. YOU CAN 
SEE THE ACTUAL ASSET THAT IS ASSOCIATED 
WITH A WORK ORDER. SO THE IDEA BEING 
HERE THAT SOME SATELLITE BEACON 
WENT DOWN. YOU CAN ACTUALLY CLICK 
INTO THE CUSTOMER ASSET TO GET MORE 
INFORMATION ON THAT IF YOU WANT 
TO SEE THE SERVICE HISTORY AND SO 
ON. OOPS. SORRY. LET'S JUST GO INTO 
THE CUSTOMER ASSET. AND SO YOU COULD 
HAVE ANY NOTES OR SORT OF HISTORY 
REGARDING THE CUSTOMER ASSET. AND 
FOR EXAMPLE, SAY YOU SHOW UP ON 
SITE AND MAYBE YOU WANT TO TAKE 
A PHOTO OF IT OR SOMETHING LIKE 
THAT, YOU CAN DO ALL OF THAT HERE. 
AND ONE OTHER COOL THING WE CAN 
QUICKLY SHOW, YOU CAN ACTUALLY HAVE 
NOW -- WE'LL OFFER FOR YOU TO HAVE 
3-D CONTENT ASSOCIATED WITH YOUR 
CUSTOMER ASSET. SO THE IDEA BEING 
FOLKS AT LEAST -- GENERALLY FOLKS 
WHO MANUFACTURE THEIR EQUIPMENT 
WILL BE USING, LIKE, CAD. AUTO CAD 
AND SO ON. SO THE IDEA IS THAT CUSTOMERS 
COULD EXPORT THEIR CAD CONTENT INTO 
FREE FORM AND ASSOCIATE IT WITH 
AN ACTUAL CUSTOMER ASSET TO PROVIDE 
TECHS OUT IN THE FIELD WITH SOME 
ADDITIONAL SORT OF INSTRUCTIONAL 
INFORMATION ABOUT THE ASSET. THIS 
IS A NOT SO GOOD SAMSUNG PHONE. 
OKAY. SO, LET ME SWITCH TO THE WINDOWS 
APP AND SEE IF THAT WORKS BETTER. 
COOL. SO THE IDEA BEING, IF YOU'RE 
A CUSTOMER THAT ACTUALLY -- IF YOU'RE 
AN ORGANIZATION THAT HAS A BUNCH 
OF CAD CONTENT, EXPORT THAT TO 3-D, 
GET INTO DYNAMICS, ASSOCIATE IT 
WITH SOME CUSTOMER ASSETS AND YOU 
CAN ARM YOUR FIELD WITH EITHER SOME 
SEQUENCES MAYBE, OR EVEN JUST A 
MODEL THAT THEY CAN EXPLODE AND 
GET A BETTER IDEA OF THE INNARDS. 
WHAT I SEE ALL THE TIME, WHEN I'VE DONE 
RIDEALONGS WITH TECHS, IS THEY'LL 
PULL OUT THIS BIG 
BOOK, THIS HUGE MANUAL WITH ALL 
THESE COMPLEX 
DIAGRAMS, I'LL HAVE TO LOCATE THE 
RIGHT ONE, AND THEN SORT OF UNDERSTAND IT 
FROM THAT PERSPECTIVE. BUT WHAT 
WE'RE SEEING A LOT OF CUSTOMERS 
PRETTY KEEN ON IS HOW CAN WE LEVERAGE 
OUR EXISTING DATABASE OF ALL THIS 
CAD CONTENT AND BASICALLY CONVERT 
IT INTO A KNOWLEDGE BASE OF SORTS 
WITHIN DYNAMICS. AND SO THAT'S SOMETHING 
THAT WE SEE A LOT OF INTEREST ON. 
AND LET ME JUST -- I'LL SWITCH BACK 
TO THE APP. SO YOU CAN SEE WHAT 
ASSET WENT DOWN. YOU CAN SEE BILLING 
INFORMATION, ADDRESS INFO. YOU CAN 
SEE A MAP SHOWING YOU WHERE YOU 
NEED TO GO. AND YOU CAN VERY EASILY 
JUST CLICK ON THE NAVIGATE BUTTON. 
AND THAT WILL OPEN UP YOUR DEFAULT 
MAPPING PROVIDER. THE ADDRESS IS 
WAY BACK IN SEATTLE. SO WE CAN THEN 
HOP BACK TO OUR APP. AND WHAT A 
TECH WILL DO, YOU KNOW, WAKE UP 
IN THE MORNING AND THEN WANT TO 
START -- GET STARTED ON THEIR DAY. 
SO THEY'LL WANT TO GO UPDATE THEIR 
STATUS TO TRAVELING AND GO AHEAD 
AND SAVE THAT. SO THAT'S AT A HIGH 
LEVEL. THE BASIC TECHNICIAN FLOW. 
CHECK YOUR BOOKINGS, UPDATE YOUR 
STATUS, GET ON SITE, CHANGE IT TO 
IN PROGRESS AND WHATNOT. ONCE YOU'RE 
ON-SITE, YOU WANT TO START DOING 
YOUR WORK. TECHS WILL OFTEN -- IF 
IT'S SOME NEW ISSUE THAT THEY'RE 
NOT FAMILIAR WITH, THEY'LL RELY 
ON SOME PDFs, SOME KNOWLEDGE ARTICLES 
AND SO ON, WHICH YOU CAN ALSO ASSOCIATE 
WITH WORK ORDERS. ONE THING, THOUGH, 
THAT WE'RE SEEING LOTS OF CUSTOMERS 
PRETTY KEEN ON IS LEVERAGING EXISTING 
MOBILE APPS THAT THEY HAVE WITH 
FIELD SERVICE MOBILE. SO THE TECH 
WILL USE FIELD SERVICE MOBILE AS 
SORT OF THE SYSTEM OF RECORD FOR 
THEIR WORK. BUT THEY HAVE A NUMBER 
OF OTHER APPLICATIONS WHERE THEY'LL 
ACTUALLY HAVE MORE INSTRUCTIONS 
FOR WHAT THE TECH NEEDS TO DO SHOULD 
THEY HIT A WALL. SO ONE OF THOSE 
THINGS -- ONE OF THE WAYS THAT WE 
ENABLE CUSTOMERS TO BASICALLY USE 
THEIR EXISTING APPLICATIONS IS THROUGH 
DEEP LINKING. SO YOU CAN VERY EASILY 
IMBED AN ITEM. HERE I'VE PUT INSPECTIONS, 
WITH THE IDEA THAT A CUSTOMER HAS 
SOME INSPECTIONS POWERAPP THAT THEY 
CREATED. BUT THIS COULD VERY WELL 
BE ANY OTHER APPLICATION A CUSTOMER 
HAS DEVELOPED. WHAT YOU CAN ACTUALLY 
DO IS WITH THESE DEEP LINKS, YOU 
CAN PASS CONTENT ACROSS THEM. SO, 
FOR EXAMPLE, IF WE CLICK HERE ON 
INSPECTIONS, WE'LL GET DIRECTED 
OVER TO THE INSPECTIONS POWERAPP 
THAT WE'VE CREATED. IT'S ACTUALLY 
JUST THE SAMPLE ONE OUT OF THE BOX. 
WE LOST OUR SCREEN SHARE. SO I'M 
GOING TO SWITCH BACK TO THE WINDOWS 
APP. THIS IS THE NICE THING ABOUT 
A CROSS-PLATFORM APP. IF THE MOBILE 
ONE STOPS WORKING CASTING, WE CAN 
SWITCH TO WINDOWS. SO, LET'S GO 
BACK AND LET'S SAY I'M ON SITE. 
I WANT TO OPEN UP OUR INSPECTIONS 
APP. AS SOON AS YOU CLICK THAT, 
IT WILL OPEN UP THE APP, IF IT HADN'T 
ALREADY BEEN OPENED. IF IT'S ALREADY 
OPENED, IT WOULD JUST SWITCH OVER 
TO IT AND PUT US IN THE CONTEXT 
THAT WE PRESCRIBED. ONCE THIS LOADS 
UP, WE'LL SEE WE HAVE A LITTLE INSPECTIONS 
APP SHOWING US ALL THE SITES THAT WE
NEED TO INSPECT. 
YOU CAN OPEN THESE UP, ADD IN SOME 
DETAIL ABOUT THE INSPECTION AND 
WHATNOT. THIS IS JUST THE SAMPLE 
OUT OF THE BOX POWERAPP WE JUST 
WANTED THE SHOW, THAT YOU CAN DEEP 
LINK INTO ANYTHING. SO IMAGINE YOU 
WANT TO PASS OVER SOME DETAIL THAT 
SITS IN DYNAMICS TO ANOTHER APPLICATION. 
YOU CAN VERY EASILY DO THAT. AND 
I'LL SHARE THAT IN A MOMENT WHEN 
WE ACTUALLY DIG INTO THE CODE JUST 
VERY QUICKLY FOR THOSE WHO ARE KEEN 
ON ALL OF THAT. WITHIN YOUR OWN 
APPLICATION, YOU CAN DEEP LINK BACK 
INTO FIELD SERVICE MOBILE AND PASS 
ANY CONTACTS FROM THAT APPLICATION 
THAT YOU WANT TO PASS BACK. SO IN 
THIS CASE, I JUST DID A VERY SIMPLE 
ONE WHERE WE LITERALLY JUST GO BACK 
TO THE FIELD SERVICE MOBILE APP. 
SO, THE IDEA HERE BEING THAT WE 
FIND WITH OUR CUSTOMERS, THEY ALWAYS 
HAVE A HUGE SUITE OF MOBILE APPS 
THAT THEY USE, AND WE WANT TO JUST 
MAKE IT REALLY EASY FOR THEM TO 
BE ABLE TO HOP BACK AND FORTH AND 
WHATNOT. AND SO ONE WAY THAT WE'RE 
ACTUALLY DOING THIS INTERNALLY IS 
FOR -- OKAY, COOL. LET'S SAY YOU 
LEVERAGE YOUR EXISTING MOBILE APPS 
AND YOU'RE NOT ABLE TO GET YOUR 
JOB DONE. YOU'RE A NEW GUY OUT IN 
THE FIELD AND YOU NEED ASSISTANCE. 
WHAT WE'RE NOW STARTING TO PROVIDE 
OUT OF THE BOX IS THE ABILITY -- 
AS I MENTIONED EARLIER, REMOTE ASSISTANCE. 
IF YOU GO TO YOUR WORK ORDER AND 
YOU NEED ASSISTANCE, YOU CAN CLICK 
ON COMMANDS AND CLICK ON REMOTE 
ASSIST. WHAT THIS IS GOING TO DO 
IS THIS IS GOING TO LEVERAGE THE 
DEEP LINKING TECHNOLOGY I JUST TALKED 
ABOUT. AS SOON AS YOU CLICK THIS, 
WE'LL BE INVOKING THE REMOTE ASSIST 
MOBILE APPLICATION AND ACTUALLY 
PASSING A PARAMETER THAT SAYS THE 
DESIGNATED SUPPORT CONTACT, REMOTE 
EXPERT WAS EAMON O'BRIEN. WHAT YOU 
CAN THEN DO IS SIMPLY CLICK LAUNCHED 
CALL. IT WILL CALL EAMON O'BRIEN 
AND HE'LL BE ABLE TO HELP YOU WITH 
YOUR JOB, HOPEFULLY. AND SO WE'LL 
GO THROUGH THIS REALLY QUICKLY TO 
SHOW YOU WHAT REMOTE ASSIST LOOKS 
LIKE ON MOBILE. CURRENTLY REMOTE 
ASSIST IS IN PREVIEW ON ANDROID, 
ONLY AVAILABLE ON ANDROID CURRENTLY, 
BUT THE REMOTE ASSIST TEAM HAS IT 
IN THE CARDS TO GET ON TO iOS. THE 
REASON THEY WERE TARGETING ANDROID 
ORIGINALLY IS THAT THE MAJORITY 
OF OUR FIELD SERVICE CUSTOMERS ARE 
ON ANDROID, BUT WE'RE SEEING A LOT 
OF FOLKS ALSO ON iOS. THAT'S THE 
REASON FOR THE PRIORITIZATION THERE. 
SO JON WILL GO AHEAD AND TAKE ON 
THE ROLE OF THE TECHNICIAN AND GIVE 
ME A CALL. >> THE REMOTE ASSIST 
WAS ORIGINALLY INTRODUCED ON THE 
HOLLOW LENS. MOST PEOPLE HAVE SEEN 
A DEMO OF THAT. SO GETTING IT ONTO 
THE MOBILE DEVICE IS ACTUALLY A 
PRETTY BIG CHANGE, MEANING YOU NO 
LONGER NECESSARILY HAVE TO CARRY 
A HOLLOW LENS DEVICE AND THE EXPENSE 
ASSOCIATED WITH THAT. NOW YOU CAN 
DEPLOY IT ON A PHONE-BASED DEVICE. 
WHICH IS EASIER TO DEPLOY. >> ALL TECHNICIANS ALREADY HAVE 
MOBILE DEVICES. WHAT WE HAVE FOUND 
WHEN WE TALK WITH CUSTOMERS IS THEY'RE 
REALLY KEEN ON THE IDEA OF REMOTE 
ASSIST MOBILE BECAUSE ALL TECHS 
ALREADY HAVE A MOBILE DEVICE, AND 
FOR THE MOST PART, WHAT A LOT OF 
TECHS ARE ALREADY DOING IS USING 
SOMETHING LIKE FACETIME ON iOS, 
OR USING WHAT'S APP TO TALK TO OTHER 
TECHS. AND THE REAL ISSUE WITH THAT 
IS THAT ORGANIZATIONS ARE LOSING 
OUT ON ALL OF THE DATA THAT YOU 
CAN GET FROM THOSE INTERACTIONS. 
IF YOU ACTUALLY HAVE THEM USING 
A LEGITIMATE REMOTE ASSIST PRODUCT 
IN TANDEM WITH FIELD SERVICE, YOU'LL 
HAVE TO START 
CAPTURING THOSE INTERACTIONS 
THAT TAKE PLACE. SO, FOR EXAMPLE, 
AFTER WE COMPLETE THIS CALL, THIS 
FEATURE ISN'T AVAILABLE YET TODAY, 
BUT WHAT WILL START HAPPENING IS 
WHEN YOU HAVE A CALL WITH A EXPERT, 
THAT WILL GET LOGGED IN DYNAMICS 
ASSOCIATED TO THE WORK ORDER, AND 
THEN OVER TIME, YOU'LL BE ABLE TO 
LEARN BASICALLY, YOU KNOW, OH, EAMON 
SEEMS TO BE THE GUY WHO'S GETTING 
CALLED FOR THESE ISSUES, SO LET'S 
MAYBE BOOK HIM MORE TIME TO SIT 
AROUND IN THE OFFICE FIELDING CALLS. 
SO WHAT YOU SEE JON DOING IS HE'S 
ANNOTATING THE DEVICE THAT HE'S 
LOOKING AT. THE VIEW YOU'RE SEEING 
IS FROM MY POINT OF VIEW. BUT IF 
YOU SWITCH TO HERE, YOU'LL SEE WHAT 
IT LOOKS LIKE FOR JON ON MOBILE. 
SO THE IDEA REALLY IS THAT IT'S 
BASICALLY FACETIME, BUT WITH THE 
ABILITY TO HAVE ANNOTATIONS AND 
THE ABILITY FOR THIS TO BE ASSOCIATED 
WITH FIELD SERVICE DATA, WHICH IS 
REALLY KEY THING. >> YOU CAN ALSO 
ANNOTATE ON TO THE -- >> YEAH, I 
CAN INSERT PHOTOS, DIAGRAMS. SO 
VERY COOL AND EASY TO GET UP AND 
RUNNING WITH. A LOT OF CUSTOMERS, 
THEY'RE LIKE, WOW, WE NEED TO START 
ROLLING THIS 
OUT IMMEDIATELY. WE ALREADY HAVE 
EVERYONE WITH MOBILE DEVICES. IT 
JUST MAKES SENSE. AND THE KEY THING 
AGAIN REALLY IS THAT THEY KNOW TECHS 
ARE ALREADY USING THINGS LIKE FACETIME 
AND WHAT'S APP, BUT ALL THAT CONTENT, 
IT'S NOT GETTING -- THEY HAVE NO 
INSIGHT INTO IT. SO THAT'S WHERE 
WE SEE CUSTOMERS REALLY KEEN, STARTING 
TO GET INSIGHT INTO THE INTERACTIONS 
THAT THEIR TECHS ARE HAVING. AND 
THEN THE OTHER IDEA IS THAT -- WHAT 
WE'RE ALSO GOING TO START ALLOWING 
FOR IS FOR THESE CONVERSATIONS, 
FOR THESE RECORDINGS TO THEN BE 
ASSOCIATED AND STORED IN DYNAMICS, 
SO YOU CAN VERY EASILY REVIEW CALLS 
THAT TOOK PLACE, EITHER TO GENERATE 
KNOWLEDGE CONTENT OFF OF THAT. FOR 
EXAMPLE, YOU CAN SAY OH, WELL, HERE'S 
JON SHOWING YOU HOW TO DO A REPAIR 
OF SOME SPECIFIC DEVICE. SO BEING 
ABLE TO GENERATE KNOWLEDGE CONTENT 
AND MAYBE EVEN JUST VALIDATE THE 
WORK THAT WAS DONE. SO, FOR EXAMPLE, 
WE HAVE ONE CUSTOMER THAT THEY HAVE 
SEEN THEIR RENEWAL RATES REALLY 
GO UP BECAUSE NOW THEY ACTUALLY 
-- THEY SEND THEM A RECORDING OF 
THE WORK THAT WAS DONE SO THAT THEY 
SEE THAT, OH, WOW, HE ACTUALLY DID 
EXACTLY WHAT HE SAID HE WAS GOING 
TO DO, MORE TRANSPARENCY, VISIBILITY, 
AND SO ON. >> REMOTE ASSIST CALLS 
ON THE EXPERT SIDE IS ACTUALLY JUST 
A TEAMS CALL. >> RIGHT. >> SO ALL 
THE FEATURES OF TEAMS, LIKE YOU 
MENTIONED RECORDING AND INCLUDING 
ARE BRINGING IN OTHERS AS WELL. 
>> COOL. SO THAT IS REMOTE ASSIST. 
I THINK WE CAN POP BACK HERE FOR 
A MOMENT. I CAN DIVE INTO WHAT THE 
CODE IS LIKE. ARE PEOPLE KEEN ON 
THAT? SHOW OF HANDS. IF NOT, A .. 
. A COUPLE IN THE ROOM. LET ME QUICKLY 
SHOW WHAT THIS LOOKS LIKE FROM A 
CONFIGURATION PERSPECTIVE. IN HERE, 
THIS IS THE FIELD SERVICE MOBILE 
CONFIGURATOR. BASICALLY, YOU CAN 
DEFINE YOUR CONFIGURATION FOR THE 
MOBILE APP. SO OUT OF THE BOX, WE 
SHIP A PROJECT IS WHAT IT'S CALLED. 
THIS WILL SET UP THE GUTS OF HOW 
THE MOBILE APPLICATION WILL OPERATE. 
YOU CAN SEE OUT OF THE BOX THE HOME 
SCREEN. HERE'S HOW WE'VE CONFIGURED 
STUFF. SO YOU'LL SEE, FOR EXAMPLE, 
ACCOUNT CONTACT. NOW LET'S HOP TO 
HERE. YOU'LL SEE THIS MAPS TO EXACTLY 
WHAT WE'RE SEEING THERE. SO YOU'RE 
BASICALLY SETTING UP WHAT YOU WANT 
TO SHOW ON THE HOME SCREEN. AND 
THEN FOR EACH OF THESE ITEMS, YOU 
CAN SPECIFY WHAT VIEW OR FILTER 
YOU WANT ON THAT ENTITY. WE CAN 
DO HOURS AND HOURS ABOUT ALL THE 
POSSIBILITIES, BUT I'LL JUST FOCUS 
ON SHOWING HOW WE CONFIGURED WHAT 
WE JUST DEMOED. SO IF WE GO DOWN, 
FOR EXAMPLE, TO -- WHAT WAS THAT 
WORK ORDER? INSPECTION. SO, SAY 
FOR EXAMPLE HERE, WE SEE INSP INSPECTIONS, 
AND THEN WE SEE THAT THERE'S AN 
ACTUAL SOURCE FILE BEING REFERENCED 
HERE CALLED DEEPLINK. HTML. SO WHAT 
THIS MEANS IS WE ADDED AN ITEM TO 
THE HOME SCREEN THAT WAS AN HTML 
FILE, ESSENTIALLY, AND THAT HTML 
FILE IS INVOKING A JAVASCRIPT FUNCTION 
THAT IS IN TURN INVOKING A DEEP 
LINK. SO WE CAN SEE THIS IS ALL 
OF OUR CODE BASICALLY FOR THE MOBILE 
APP. WE SHIP A BUNCH OF IT OUT OF 
THE BOX. YOU CAN ADD YOUR OWN CODE IN 
HERE. IF WE GO INTO DEEP LINK, YOU'LL 
SEE HERE WE HAVE AN HTML FILE. THAT 
FILE IS REALLY JUST REFERENCING 
THIS DEEP LINK LOADER. IF WE GO 
IN HERE, WE'LL SEE THIS IS A VERY, 
VERY SIMPLE ONE-LINE THING REALLY, 
WHERE WE'RE INVOKING THE POWERAPPS 
SCHEMATIC NAME. SO THIS IS JUST 
THE SCHEMATIC NAME FOR POWERAPPS. 
IF YOU INVOKE THIS, YOU CAN PASS 
SOME SPECIFIC INFO TO DESIGNATE 
THE APPLICATION THAT YOU WANT TO 
OPEN. SO WHAT I DID WAS, YOU GO 
TO POWERAPPS. COM, YOU OPEN UP THE 
POWERAPP THAT YOU WANT TO DEEP LINK 
TO, YOU COPY THE GUID OF THAT. OPEN 
URL, POWERAPP, AND THE SPECIFIC 
GUID. YOU CAN DO THIS FOR REALLY 
ANY APPLICATION TO SAY YOU HAVE -- 
YEAH, GO AHEAD. YEAH, GOOD QUESTION. 
YOU COULD DO THAT, YOU COULD HAVE 
AN INDIVIDUAL HOME ITEM ON THE HOME 
SCREEN FOR EACH OF YOU DIFFERENT 
APPS. OR YOU COULD EVEN, FOR EXAMPLE, 
ON -- LET'S SAY YOU OPEN UP ONE 
OF YOUR WORK ORDERS. YOU COULD GO 
TO -- YOU CAN GO TO A COMMAND AND 
PUT A BUTTON HERE THAT SAYS, YOU 
KNOW, OPEN APP OR SOMETHING LIKE 
THAT. SO THAT'S WHAT YOU SAW WITH 
REMOTE ASSIST, FOR EXAMPLE. SO THAT 
WAS A COMMAND THAT INVOKED THE SAME 
SORT OF DEEP LINK STRUCTURE. BUT 
INSTEAD, IT WAS OPENING UP THE REMOTE ASSIST APP.
YEAH, GO AHEAD. 
A PAYMENT GATEWAY, WHAT DOES THAT 
LOOK LIKE? IT'S A MOBILE APPLICATION. 
ALL YOU NEED TO DO IS CHUCK IN THE 
SCHEMATIC NAME FOR THE APPLICATION 
AND IT WILL OPEN IT. BUT IN TERMS 
OF THE THAT APP CAN ACCEPT PARAMETERS, 
YOU HAVE TO HAVE YOUR APPLICATION 
BASICALLY IN CODE TO DEFINE WHAT 
PARAMETERS YOU CAN ACCEPT. BUT YOU 
CAN AT LEAST OPEN IT UP, RIGHT? 
IN TERMS OF THE YOU OPEN UP SOME 
PAYMENT APP AND TELLING FIELD SERVICE 
MOBILE THAT IT WAS SUCCESSFUL? YEAH. 
SO THAT'S TO THE POINT WHERE -- 
SEE THIS BUTTON HERE? THIS IS A 
DEEP LINK BACK TO FIELD SERVICE 
MOBILE. YOU CAN ALSO AT THAT POINT 
IN TIME PASS BACK PARAMETERS THAT 
FIELD SERVICE MOBILE CAN CONSUME 
AND DO SOMETHING WITH. SO YOU CAN 
DEFINITELY DO IT TWO WAYS. AND THIS 
IS SOMETHING WE SEE LOTS OF CUSTOMERS 
GETTING ALL GIDDY ABOUT BECAUSE 
THEY HAVE ALL THESE LEGACY APPS 
THAT THEY NEED, ALL TALKING TO EACH 
OTHER AND SO ON. ATTACH A -- WHERE 
IS THAT COMING IN THAT FOLDER? SO 
YOU CAN HAVE GROUPS -- LIKE MY APPS. 
I THINK THAT GETS TO YOUR POINT. 
EACH ONE YOU CLICK, IT GOES OUT, 
TOTALLY. YEAH. COOL. SO THAT'S THE 
GUTS OF HOW DEEP LINKING WORKS. 
TOTALLY. YEAH. YOU CAN LITERALLY 
PASS WHAT YOU WANT. WANT. THE ONLY 
CONSTRAINT ON DEEP LINKING IS IT'S 
SOMETHING LIKE A 2, 500 CHARACTER 
LIMIT. AND THAT'S NOTHING THAT WE 
CAN IMPROVE. THAT'S REALLY THE CONSTRAINTS 
OF THE VARIOUS OPERATING SYSTEMS. 
SO THAT'S THE GUTS OF DEEP LINKING. 
I THINK ONE OTHER THING. YOU KNOW, 
THE 3-D DEMO I SHOWED. SO THAT'S 
REALLY JUST USING MICROSOFT'S JS 
LIBRARY, BUT WE PROVIDED THE OUT 
OF THE BOX CONFIGURATION OF IT. 
BUT IF YOU HAVE YOUR OWN MODEL APP 
OR CANVAS APP, YOU CAN ALSO USE 
BABYLON JS TO VISUALIZE 3-D CONTENT. 
ANYTHING ELSE FROM THE CONFIGURATION 
PERSPECTIVE FOLKS ARE KEEN ON? IF 
NOT, I THINK JON WAS GOING TO GO 
AHEAD AND SHOW US SOME OTHER COOL 
STUFF. GREAT QUESTION. SO, ON OUR 
SCHEDULE BOARD IN DYNAMICS, OUT 
OF THE BOX, WE PROVIDE A BING API 
KEY, AND YOU CAN USE BING. BUT WE 
ALSO HAVE THE IDEA AROUND AN ALTERNATE 
MAPPING PROVIDER. SO YOU CAN SWITCH 
TO SOMETHING LIKE GOOGLE. I KNOW 
FOLKS WHO HAVE SWITCHED IT WITH 
GOOGLE, BUT I CAN CONNECT YOU WITH 
A CONTACT OF MINE WHO IS FOCUSED 
ON THE MAPPING STUFF, AND HE SHOULD 
BE ABLE TO HELP YOU OUT THERE. REALLY 
IN TERMS OF WHAT DEFAULT 
-- WHAT 
MAP IS USED BY DEFAULT, THOUGH, 
IT IS WHAT OPERATING SYSTEM YOU'RE 
ON. IF YOU'RE ON WINDOWS, YOU'LL 
ACTUALLY SEE BING BEING USED. IF 
YOU'RE ON ANDROID, YOU'LL SEE GOOGLE 
MAPS. iOS, YOU'LL SEE APPLE MAPS. 
OKAY, COOL. SO JON IS GOING TO SHOW 
US SOME HOLLOW LENS FUNCTIONALITIES, 
SPECIFICALLY AROUND GUIDES, AND 
ALSO -- >> FOCUS ON GUIDES. SO WHO 
HAS HEARD ABOUT GUIDES OR WHO HAS 
HEARD THE CONCEPT? PROBABLY EVERYBODY 
NOW. TALKING ABOUT THE 3-D VIEW 
AND 3-D IMAGERY, TAKING THAT TO 
THE NEXT STEP AS FAR AS ENABLING 
THE FIELD OPERATORS TO BE ABLE TO 
COME IN AND BUILD AND USE THAT INFORMATION 
TO ASSIST THEM IN THE FIELD. SO 
IF I'M IN HERE AS AN OPERATOR, IF 
I WAS ON-SITE, IF I WAS WORKING 
ON SOMETHING, IF I WAS WORKING ON 
A MEDICAL DEVICE, I CAN COME UP 
HERE AND PULL UP THE GUIDE ASSOCIATED 
WITH THAT MEDICAL DEVICE, AND IF 
I HAD A MARKER, SUCH AS THAT, I 
CAN SCAN AND WE'LL SEE IF IT WILL 
PULL UP. >> AND SO THIS EXPERIENCE 
THAT HE'S SEEING HAS BEEN DESIGNED 
ON THE DESK STOP CLIENT. SO THAT 
ALLOWS FOR YOU TO BASICALLY DEFINE 
THESE GUIDES. >> SO LET'S SAY I 
HAVE A MEDICAL DEVICE IN THE FIELD 
THAT I'M WORKING ON AND WE HAVE 
3-D IMAGERY OF IT OR IF WE HAVE 
A PHYSICAL ASSET, I CAN COME IN 
HERE AND PULL UP THE INFORMATION 
ON HOW TO WORK ON IT. IN THIS CASE, 
I DON'T HAVE THE PHYSICAL DEVICE. 
IT'S A JOHNSON & JOHNSON TISSUE 
SEALER DEVICE. MAYBE I'M NOT FAMILIAR 
WITH HOW TO USE THIS PIECE OF EQUIPMENT. 
I TRY TO KEEP IT STEADY SO I DON'T 
MAKE ANYBODY SEASICK. THAT'S THE 
CHALLENGE. NOW I CAN COME IN HERE 
AND LOOK AT ALL THE STEPS INVOLVED. 
>> YOU ALL PROBABLY CAN'T READ THE 
WORDS, BUT IT'S MUCH CLEARER ON 
YOUR END. >> IT IS MUCH CLEARER. 
THE LIGHT IS PROBABLY IMPACTING 
WHAT YOU'RE SEEING. YOU'LL NOTICE 
ALSO I'M NOT HAVING TO CLICK ANYTHING. 
SO WITH GUIDES, WE'VE INTRODUCED 
THE ABILITY TO GAZE AND CHANGE OUR 
ADVANCE OF SLIDES, FOR EXAMPLE. 
SO HERE, IF I WAS WORKING ON THE 
DEVICE, I COULD HAVE IMAGERY, I 
COULD HAVE A VIDEO HERE, I'VE GOT 
INSTRUCTIONS ON WHAT I'M WORKING 
WITH. I CAN CONTINUE TO MOVE THROUGH 
IT TO THE INDIVIDUAL STEPS. WE'LL 
JUST GO ON TO THE NEXT ONE. AND 
SO IT WILL SHOW ME ALL THE DIRECTIONS 
AND THE INFORMATION ON HOW TO WORK 
WITH THE ASSET INVOLVED. >> WHILE 
I DON'T KNOW IS COMPLETING THESE, 
THERE'S DATA BEING LOGGED IN TERMS 
OF HOW LONG IS HE SPENDING ON EACH 
STEP, SO THE PERSON DEFINING THE 
GUIDES CAN REVIEW THEM AND SEE LIKE, 
OH, I'M SEEING JON IS REALLY SPENDING 
A LE TIME OT OF TIME ON THIS STEP. 
MAYBE THE INSTRUCTIONS AREN'T AS 
CLEAR. I CAN UPDATE THE GUIDE AND 
PUSH OUT THAT REV. THAT'S A KEY 
POINT. >> SO YOU CAN BE AS DETAILED OR 
AS SUMMARY AS YOU 
NEED TO BE WITH THE INSTRUCTIONS. 
LET'S GO AHEAD AND FINISH OUT. THERE'S 
A CODE ON THE DEVICE ITSELF. WE 
WERE TALKING EARLIER ABOUT THE 3-D 
IMAGERY FOR THE BEACON FOR THE SATELLITE. 
I COULD WALK UP AS A TECHNICIAN, 
SCAN THAT CODE, AND HAVE IT AUTOMATICALLY 
BRING UP THE GUIDE
ASSOCIATED WITH 
THAT PARTICULAR DEVICE. >> YOU CAN 
ACTUALLY OVERLAY 3-D MODELS ATOP 
THE ACTUAL REAL WORLD THING. SO 
THE IDEA BEING THAT YOU NEED TO 
POSITION THE CODE ON A SPECIFIC 
PART OF THE ASSET, AND THEN YOU 
OVERLAY THE 3-D MODELS. SO IT KNOWS 
WHERE TO GO, BASICALLY. >> SO THIS 
IS NOT THE BEST EXAMPLE, BUT LET 
ME PULL IT UP REAL QUICK. IN IN 
CASE, I'VE GOT A WRISTWATCH TRAINING 
GUIDE, BUT IT INCLUDES A 3-D MODEL. 
NOW I'VE GOT A WATCH. THIS COULD 
EASILY BE ANY PIECE OF EQUIPMENT. 
SO THIS COULD BE THE 3-D IMAGE OF 
THE BEACON THAT WE WERE JUST LOOKING 
AT EARLIER. AND SO NOW IT ANCHORS 
TO THAT 3-D IMAGE. I CAN BE WORKING 
ON THE DEVICE, GETTING MY STEPS 
AND INSTRUCTIONS TO 3-D IMAGERY 
AS WELL AS MY HANDS FREE TO PHYSICALLY 
WORK ON THE DEVICE. >> YEAH, SO 
THAT'S THE REALLY KEY THING ABOUT 
GUIDES. THE GUIDES TEAM IS THINKING 
ABOUT, YOU KNOW, LIKE ALSO, WHAT 
IS THE MOBILE STORY FOR GUIDES, 
BECAUSE 
AGAIN, REMOTE ASSIST, WE'VE SEEN 
A LOT MORE INTEREST NOW THAT IT 
HAS A MOBILE COMPONENT. BUT GUIDES 
REALLY DOES LIGHT UP THE NICEST 
WHEN YOU'RE IN A HEADS-UP, HANDS-FREE 
CONTEXT, AS OPPOSED TO HAVING TO 
HOLD THIS AND TRY DOING YOUR WORK. 
THAT IS SOMETHING THEY'RE ALSO THINKING 
ABOUT. IF YOU WILL HAVE ANY FEEDBACK 
ON THAT, PLEASE SEND MY WAY AND 
I CAN CONNECT WITH THE TEAM. >> 
ADDITIONALLY, WITH THE GUIDES, IF 
NECESSARY, I CAN ACTUALLY RUN THE 
REMOTE ASSIST ON TOP OF THIS. >> 
RIGHT. >> AND SO I COULD HAVE A 
REMOTE EXPERT WHO'S WATCHING ME 
USE THE GUIDE AND BE PROVIDING INSTRUCTION 
AND GUIDANCE AS I'M GOING THROUGH 
IT IN THE FIELD. >> THE DREAM BEING 
THAT YOU'RE ABLE TO SEND OUT SOMEONE 
WHO IS JUST FRESH OUT OF COLLEGE, 
FOR EXAMPLE, AND DO SOME COMPLICATED 
REPAIR WITH THE ASSISTANCE OF GUIDES 
AND NOT EVEN HAVE TO CALL AN EXPERT, 
BECAUSE THEN NOT ONLY ARE YOU PAYING 
SOMEONE LIKE A LOT LESS THAN AN 
EXPERT BECAUSE IT'S JUST SOME AMATEUR 
OUT THERE, BUT THEY HAVE GUIDES 
HELPING THEM, AND THEY'RE NOT HAVING 
TO CALL SOMEONE IN THE BACK OFFICE 
AND CONSUME THEIR TIME. BUT THERE'S 
ALWAYS THAT FALLBACK TO REMOTE ASSIST 
YOU CAN DO IF YOU STILL CAN'T GET 
THE JOB DONE. QUESTION? >> NO. SO 
THE HOLLOW LENS IS A SELF-CONTAINED 
COMPUTER. >> A VERSION OF WINDOWS 
10. >> YEAH. AND SO IT CAN BE PART 
OF YOUR DEVICE MANAGEMENT. IT'S 
SELF-CONTAINED AS FAR AS ALL COMPUTERS 
ONBOARD. THIS IS THE V1 VERSION. 
V2 HAS JUST BEEN RELEASED AND THEY'VE 
MOVED A LOT OF COMPUTE ON TO THE 
BACK SIDE OF IT FOR BETTER WEIGHT 
BALANCE. OBVIOUSLY, TO RUN GUIDES, 
I CAN DO THAT LOCALLY. I DON'T REQUIRE 
A CONNECTION. I CAN BE COMPLETELY 
STANDALONE. IF I'M DOING REMOTE 
ASSIST OR REACHING OUT TO MY CLOUD 
RESOURCES, I WOULD NEED SOME TYPE 
OF WI-FI CONNECTIVITY TO THE CLOUD, 
WHETHER IT'S A HOT SPOT OR LOCAL 
WI-FI. >> THAT'S A KEY POINT, THOUGH. 
THIS IS V1. V2 IS A LOT COOLER, 
A LOT MORE LIGHTWEIGHT. JUST INTERNALLY, 
THEY HAVEN'T STARTED ALLOWING INTERNAL 
TEAMS TO START GETTING ACCESS TO 
THEM. BUT OTHERWISE, WE WOULD BE 
SHOWING THAT. >> EXACTLY. I HAVEN'T 
GOTTEN EYES ON THE V2 ONE YET, BUT 
THEY EXPANDED THE HEIGHT, IF YOU 
WILL, OF THE DISPLAY. AND SO IT 
PROVIDES ALL THE CAPABILITIES OF 
THIS AND MORE. >> COOL. SO I THINK 
WE JUST GOT A COUPLE MORE SLIDES, 
AND THEN WE CAN 
OPEN THE FLOOR 
FOR QUESTIONS. AS I PROMISED, HERE'S 
A NICE LITTLE SLIDE WITH ALL THE 
INFO ABOUT MOBILE APPLICATIONS. 
THERE ARE LINKS TO DOWNLOAD ON THE 
VARIOUS APP STORES. YOU CAN SEE 
WHERE YOU CAN DOWNLOAD OUR OUT OF 
THE BOX CONFIGURATION FOR FIELD 
SERVICE. SO YOU NEED TO USE THAT 
TO START USING THE APPLICATION. 
AND YOU CAN CUSTOMIZE FROM THERE. 
AND WE ALSO HAVE DOCUMENTATION THAT 
WE'RE CONTINUING TO IMPROVE AND 
GET CONTENT OUT THERE. REACH OUT 
TO ME PERSONALLY IF YOU SEE ANYTHING 
MISSING THAT YOU'D LIKE MORE INFO 
ON. AND THEN THERE'S ALSO A LINK 
AT THE BOTTOM FOR DOWNLOADING THE 
CONFIG RATER. AGAIN, ALL THIS WILL 
ALSO BE SELF-CONTAINED IN THE DOCS. 
SO THE KEY LINK REALLY IS THE DOCS 
ONE. AND THIS SLIDE, THIS WALKS 
THROUGH THE GUTS OF THE DEEP LINKING 
THAT I SHOWED IN CODE. THAT IS WHAT 
WE HAD TO COVER FOR THE DAY. SO 
IT LOOKS LIKE WE'VE GOT ABOUT 15 
MINUTES FOR QUESTIONS. YEAH, GO 
AHEAD. FOR FIELD SERVICE MOBILE? 
THERE IS NO LICENSING YOU NEED TO 
WORRY ABOUT. IF YOU ARE A LICENSED 
DYNAMICS 365 USER, YOU HAVE ACCESS 
TO MOBILE. THERE WERE SOME QUESTIONS 
IN THE PAST, OH, IS THERE A DEDICATED 
MOBILE LICENSE OR SOMETHING LIKE 
THAT? IF YOU'RE A DYNAMICS 365 LICENSED 
FOR FIELD SERVICE USER, YOU CAN USE FIELD SERVICE 
MOBILE. >> SO WE GET A LOT OF -- 
I HAVE IT STOOD UP, BUT THERE'S 
BEEN A BUNCH OF EMAILS THAT HAVE 
BEEN COMING IN THAT ARE TELLING 
ME WHAT THE LICENSING -- [INAUDIBLE] 
OVER AND ON TOP OF. >> GOT IT. >> 
JUST TRYING TO UNDERSTAND WHERE 
ALL OF THAT IS COMING FROM. BECAUSE 
THAT WAS MY ORIGINAL UNDERSTANDING. 
>> RIGHT. SO I KNOW THERE WAS SOME 
CONFUSION IN MESSAGING AND SO ON. 
THERE'S NOTHING YOU NEED TO WORRY ABOUT FROM A 
LICENSING PERSPECTIVE. ANY OTHER 
QUESTIONS? YES. >> [INAUDIBLE] >> 
GREAT QUESTION. YEAH. SO, FIELD 
SERVICE MOBILE, THE MOBILE APPLICATION 
IS GA. REMOTE ASSIST MOBILE ON ANDROID 
IS IN PREVIEW. REMOTE ASSIST ON 
HOLLOW LENS -- WE SHOULD HAVE A 
TABLE FOR ALL THIS, FRANKLY. >> 
HOLLOW LENS I THINK IS GA, BUT THE GUIDES THAT I JUST DID 
IS IN PREVIEW. 
>> GUIDES IS IN PREVIEW. AND POWERAPPS 
IS GA. SO DEEP LINKING IS JUST SOMETHING 
THAT JUST WORKS. SO THAT'S ALL TOTALLY 
GA. AND WE HAVE FOLKS USING THAT 
ACTIVELY. AND, YEAH. SO GUIDES -- 
YEAH. SO I THINK WE COVERED THE 
GROUND THERE. >> ONE MORE. WHEN 
YOU DID THE REMOTE ASSIST, DID YOU 
PASS THE NAME OF THE CONTACT PERSON 
AND AUTOMATICALLY FOLLOW THEM? >> 
YEAH, EXACTLY. SO LET'S SEE IF WE 
CAN ACTUALLY -- SO WE ADDED A COMMAND 
TO OUT OF THE BOX TO FIELD SERVICE 
MOBILE THAT SAYS REMOTE ASSIST. 
WHEN YOU CLICK THAT, IT OPENS UP 
REMOTE ASSIST MOBILE PASSING THE 
REMOTE EXPERT NAME TO THAT APPLICATION. 
AND BY DEFAULT, IT PULLED UP THAT 
CONTACT. ALL I HAD TO DO WAS PRESS 
CALL. >> [INAUDIBLE] >> AND YOU 
CAN CALL ANYONE ELSE, EXACTLY. EXACTLY. 
I DON'T THINK WE NEED TO SHOW THAT. 
COOL. YEAH. AND YOU CAN DO THIS 
WITH ANY APPLICATION, WHICH IS AWESOME. 
YEAH. >> [INAUDIBLE] >> YEAH, TOTALLY. 
SO, ALL I DID WAS, IF YOU GO INTO 
DYNAMICS, YOU CAN GO TO YOUR CUSTOMER 
ASSETS. FOR THE ROOM, HE WAS SAYING, 
HOW DID YOU GET THE 3-D MODEL ON 
TO THE FIELD SERVICE MOBILE? SO 
IF YOU GO INTO YOUR CUSTOMER ASSETS, 
YOU CAN HAVE ASSOCIATED -- OH, SORRY. 
THANK YOU. WHY IS THAT NOT SHOWING? 
CAN YOU TURN OFF THAT PHONE MAYBE? 
OH. LET ME JUST X OUT OF CONNECT. 
THERE WE GO. COOL. THERE WE GO. 
WE'RE BACK. SO, HERE WERE IN DYNAMICS, 
AND IF YOU GO TO YOUR CUSTOMER ASSETS, 
YOU HAVE A LIST OF ALL YOUR CUSTOMER 
ASSETS IN THE SYSTEM, AND YOU CAN 
ASSOCIATE 3-D CONTENT WITH ANY OF 
THESE. SO, FOR EXAMPLE, IF WE GO 
-- HERE'S THE SATELLITE WE SAW ON 
MOBILE. YOU CAN HAVE RELATED THREE-DIMENSIONAL 
MODELS, AND HERE YOU WILL SEE THE 
ASSEMBLY SEQUENCE. I CAN SHOW YOU 
HOW THIS WAS SET UP. SO, WHAT WE'RE 
ACTUALLY LEVERAGING IS THE FACT 
THAT IN DYNAMICS, YOU CAN HAVE NOTE 
ATTACHMENTS, AND SO IF YOU UPLOAD 
A 3-D FILE, HERE WE SEE IT'S JUST 
A GRAPHICS LIBRARY BINARY, A GLB 
FILE. IF YOU UPLOAD THAT, IT WILL 
START RENDERING. SO THIS ALSO WORKS 
ON DESKTOP, AND WE PIGGY BACK OFF 
OF THIS ON MOBILE. >> [INAUDIBLE] 
>> IT CAN IF YOU ADD THAT IN. OUT 
OF THE BOX, WE DON'T HAVE -- WE 
DON'T HAVE THAT, BUT THAT'S A SIMPLE 
CUSTOMIZATION YOU CAN DO. YEAH? 
>> [INAUDIBLE] >> FIELD SERVICE 
AS A WHOLE, WE HAVE AN INTEGRATION 
WITH FINANCE AND OPERATIONS THAT 
ALLOWS FOR YOU TO BASICALLY HAVE 
EXISTING ENTITIES SYNC UP WITH DYNAMICS, 
AND I CAN CONNECT YOU WITH SOMEONE 
ON YOUR TEAM WHO MANAGES THAT PART 
OF THINGS. I'M MORE FOCUSED ON THE 
TECHNICIAN SIDE. BUT THERE IS AN 
OUT OF THE BOX INTEGRATION THAT 
WE PROVIDE THERE. THERE IS ONE, 
YES. >> DO YOU KNOW WHEN REMOTE 
ASSIST WILL BE AVAILABLE FOR iOS? 
>> GREAT QUESTION. THERE ISN'T A 
TIMELINE THAT IS BEING PUBLICIZED 
PUBLICLY YET, BUT IT IS SOMETHING 
THAT WE KEEP HEARING AND PEOPLE 
KEEP ASKING US ABOUT. SO I WOULD 
JUST KEEP AN EYE OUT FOR RELEASE 
NOTES AND SO ON THAT WILL BE COMING OUT.
BUT NOTHING I CAN COMMENT 
ON PUBLICLY. >> THE 3-D VIEWER, 
ARE THERE ANY [INAUDIBLE] ALONG 
WITH IT? >> GREAT QUESTION. ONE 
THING YOU CAN ACTUALLY DO IF YOU'RE 
ON HOLLOW LENS AND YOU 
HAVE A 3-D 
FILE, IF YOU GO TO CUSTOMER ASSET 
AND CLICK ON THE THREE DEE FILE, 
YOU CAN ACTUALLY PULL IT INTO YOUR 
REAL SPACE. THAT'S SOMETHING I DEMOED 
-- THERE MIGHT BE A VIDEO OUT THERE 
A WHILE AGO AT ANOTHER CONFERENCE 
-- WHERE YOU CAN DRAG AND DROP THE 
3-D FILE IN YOUR SPACE.
YEAH. ANY 
OTHER QUESTIONS? >> [INAUDIBLE] 
>> STORE THE -- >> OFFLINE. I BELIEVE 
SO. >> OH, NO. THERE IS NO OFFLINE 
FUNCTIONALITY YET FOR GUIDES, BUT 
THAT'S SOMETHING I KEEP ANNOYING 
THE TEAM ABOUT US NEEDING FROM A 
FIELD SERVICE PERSPECTIVE. BUT THEY 
HAVE IT ON THEIR ROADMAP. THAT'S 
A GREAT POINT IN TERMS OF TECHS 
THAT ARE USING HOLLOW LENS, THEY'LL 
BE GOING TO AREAS WHERE THERE WON'T 
BE THE BEST CONNECTION TO BE ABLE 
TO PULL DOWN THE GUIDES. BUT THAT'S 
SOMETHING WE WILL GET IN THERE BECAUSE 
WE KNOW IT'S 
NECESSARY. >> REGARDING 
REMOTE ASSIST ON THE PRIVACY WHEN 
IT'S RECORDED, [INAUDIBLE] BEFORE 
IT GETS RECORDED? >> GREAT QUESTION. 
SO THERE IS -- THE RECORDING FUNCTIONALITY 
DOES NOT YET EXIST TODAY, BUT WHEN 
IT DOES, CERTAINLY THERE WILL BE 
THE TRADITIONAL CONSENT DIALOGUES 
WHERE IT'S LIKE, YOUR SCREEN IS 
GOING TO BE BEING RECORDED, DO YOU 
CONSENT TO THIS, OKAY, AND SO ON. 
WE'LL ABSOLUTELY MAKE SURE OF THAT, 
YEAH. >> [INAUDIBLE] >> GUIDES AND 
REMOTE ASSIST -- I'M NOT FAMILIAR 
WITH G CLOUD DEPLOYMENTS OF D-365. 
OH, GOVERNMENT CLOUD. I THOUGHT 
YOU MEANT LIKE G CLOUD, GOOGLE CLOUD. 
OH, GCC. GOVERNMENT CLOUD COMMUNITY. 
GOOD QUESTION. I WOULD NEED TO CHECK 
-- >> I'M NOT SURE. REMOTE ASSIST 
IS A HOLLOW LENS APP. AND A PHONE 
APP NOW. >> THAT'S A GOOD QUESTION. 
LET'S FOLLOW UP OFFLINE. I CAN CONNECT 
YOU WITH THE PRODUCT TEAM TO SEE 
ABOUT THAT. ANY OTHER QUESTIONS? 
I SAW ANOTHER HAND. YEAH. >> [INAUDIBLE] 
>> SURE, YEAH. SO I THINK THE IDEA 
WOULD BE THAT -- SAY, FOR EXAMPLE, YOU 
GO TO ONE OF YOUR WORK ORDERS, AND 
LET'S SAY THAT THIS WORK ORDER -- 
THERE WAS ASSOCIATED REMOTE ASSIST 
CALL. THAT WILL JUST SHOW UP HERE 
ON THIS TIMELINE. SO THIS TIMELINE 
ALLOWS FOR YOU TO HAVE ACTIVITIES 
ASSOCIATED WITH IT. SO, FOR EXAMPLE, 
THERE WOULD BE A PHONE CALL THAT'S 
OF TYPE REMOTE ASSIST, AND THEN 
THERE WOULD BE AN ATTACHMENT ON 
THAT RECORD THAT WOULD HAVE THE 
RECORDING. AND THEN WHAT YOU COULD 
DO IS, YOU COULD HAVE A PORTAL, 
WHICH IS YOUR WAY AS AN ORGANIZATION 
TO EXPOSE DATA TO C2s. SO YOU COULD 
HAVE A PORTAL WHERE YOU EXPOSE ALL 
OF THE ATTACHMENTS FOR YOUR WORK 
ORDERS TO THEM ON THAT PORTAL. EXACTLY, 
FOR THAT CUSTOMER. SO TODAY, RECORDINGS 
ARE NOT SHOWING UP IN DYNAMICS, 
BUT THAT IS SOMETHING THAT WE KEEP 
HEARING AND WE'RE WORKING ON. YEAH. 
>> WILL THE PRESENTATION BE AVAILABLE 
ONLINE? >> I WILL -- WE'LL SEE -- 
I THINK THEY PUT THEM ON THERE. 
SO WE'LL CHECK THAT OUT. IF NOT, 
I'M HAPPY TO GET YOUR CONTACT INFO 
AND SHARE IT WITH YOU AFTER. ANY 
OTHER QUESTIONS? COOL. WELL, I THINK 
WE COVERED A LOT OF GROUND. SO, 
THANK YOU ALL FOR MAKING THE TREK 
ALL THE WAY TO 218 AND FOR GETTING 
UP SO EARLY. HOPEFULLY IT WAS WORTH 
THE TREK AND HOPEFULLY YOU DON'T 
HAVE TO WALK TOO FAR FOR YOUR NEXT 
PRESENTATION. BUT WE'RE ENDING A 
BIT EARLY TO GIVE YOU TIME. >> YOU'VE 
GOT A LITTLE TIME. >> THANK YOU 
ALL. WE'LL BE HERE FOR ANY QUESTIONS 
YOU ALL MAY HAVE. >> THANK YOU. 
