>> Hello, and welcome
everybody to Getting
Started with Dynamics
365 Field Service.
I am Shawn Tabor,
Business Applications MVP and Lead
Architect for Field Service
for Hitachi Solutions.
A little bit about me.
You can follow me on
Twitter. I'm crmhobbit.
You might have seen me out there
tweeting about field
service related topics.
I also have a blog at crmhobbit.com,
and I'm also the co-host of
the CRM Audio podcast with Joel
Lindstrom and George Doubinski.
I also have a field service
YouTube channel as well.
So what are we going
to talk about today?
We just had our introduction,
we'll talk a little bit
about field service
in my own personal journey.
We're going to go into, what
is field service all about?
Then we're going to talk about
the field service capabilities
within Dynamics 365.
Then I'm going to do a demo on
scheduling your work order.
Then we're going to see that same
demo from a technician's view,
from a mobile device.
Then we'll talk a little bit about
connected field service and how
it can benefit your organization.
Remote Assist, and how it can
enable technicians to take
care of issues first
time with assistance from
an expert at home office.
Then open up for any questions
if needed. Let's dig in.
What do you think of when you
first hear field service?
I've asked this of
several people and it's
different based on your
particular perspective.
Does it mean an air
conditioner repairman,
someone that comes out
to paint your house,
someone installs a window,
computer techs that come out and
take care of computers for you,
or maybe you go out
to a local provider,
home healthcare aids, a
pizza delivery person.
Yes, I've even had someone say,
"Isn't it someone that you hire
to mow a large tract of land?
That's a type of field service,
not the type we're going
to talk about today.
Recently, we did a lot
of home renovations at
our house and as each contractor
came in to do their piece,
whether it was preventive
maintenance on
the AC, painting the house,
installing a new front door,
putting up a new fence, etc.,
I found myself really interested
in what their process
was in managing the work that
they were assigned to do at my house.
Because for all intents and purposes,
that is field service.
Each one of these contractors
were dispatched to
my house as a resource to
fulfill work at my location.
What I found is the different
contractors had different processes.
Some were still on paper,
some were on electronic devices,
but had differing
capabilities on each device.
At the end of each transaction,
I always asked to see how
they were documenting the
work they did at my home.
At the end when they
were done showing
me how they documented that,
I would always open up Field
Service Mobile and show
them what capabilities we
have with Dynamics 365.
To a man, they were all
impressed and wished that they
had something like Dynamics
365 Field Service.
So what is field service management?
Well, really, field
service management refers
to getting resources for
a specific service
organization out to
the property or site location
of their customers to perform
some type of service.
Now, when I'm saying their customers,
it doesn't necessarily have to be
one company to a individual
customer or group.
Oftentimes with implementations
that I've done,
they could be internal
customers where they're sending
technicians to repair
assets that they own.
But regardless, it's essentially
centered around the resource,
or the technician, or
the remote worker,
and what it takes to enable
that technician with the
information that they need and
the instruction and
direction to navigate to
the customer's location
and provide that service,
whether it's repair,
installation, what have you.
As a leader in field
service management,
Microsoft has recently
acknowledged as
such in the recent
Gartner Magic Quadrant,
June, 2020. Very exciting stuff.
So with field service
management in Dynamics 365,
we have a lot of
capability at our hands.
Whether it's the work
order itself that
documents the information
and work to be done,
the case from customer service
that could initiate that work,
agreements for service contracts,
scheduling and dispatching,
mobility, enablement
of customer portals
and live technician tracking,
or even reporting through Power BI.
All of that is built on
a solid infrastructure through
the Common Data Service.
With Dynamics 365 Field Service,
we can really manage demand
in a number of ways.
You can schedule the information
and work to be done through
the work order which
is the core object to
show that work to be done by the
technician or remote worker.
The work order itself
summarizes all the products
and services involved,
as well as any tasks that
need to be achieved.
Agreements, commonly referred to as
service contracts and the
implementations that I've managed,
enables the automatic generation
of work orders for events such as
preventive maintenance or
regularly scheduled
inspections, for example.
This could also be any other
contracted services that
the customer and the service
organization agree upon in advance.
Additionally, we can get
some predictive demand
coming from monitored devices
at customer locations sending
alerts through the Azure IoT Hub
then that will indicate
whether or not there's
a need for a service
action at that time.
A core component of
Dynamics 365 Field Service is
universal resource scheduling.
This really provides the engine
under the covers to enable
the ability to dispatch
technicians to the
customer locations needed.
It gives us the ability
to schedule and dispatch.
Also, within Dynamics 365,
intelligent scheduling
optimization is
achieved through a number of ways.
We have the ability to approach
scheduling depending on your
particular requirements.
It can be done through
just internal knowledge
where the dispatcher knows who to
assign to a particular piece of work,
or we could also allow the ability
to have the system recommend
the available resources
based on calendar,
availability, skills
and characteristics
which align with the
work to be completed.
Lastly, we can also provide the
customers the ability of
fully-automated model,
which based on the customer
defined scenarios and criteria,
it can map out all the
assignments at the beginning of
each day for all the work to be
accomplished in the most
optimized manner possible.
This would be leveraging resource
scheduling optimization.
We can better enable
technicians with mobility.
Dynamics 365 Field Service Mobile
enables technicians
throughout the entire cycle.
Whether it's scanning
serialized product
to identify a service history,
using GPS to navigate to
the customer location,
or to allow customers to digitally
sign for work completed.
Additionally, on mobile, you
can access critical
data even when offline.
Field Service Mobile has an
intuitive UI consistent with
the web user experience in the
web app via Unified Interface.
I can tell you from a
partner perspective,
providing service to the
companies I support is
single development path
for both web and mobile,
allows my system
customizers to work on
the most critical capabilities to
enhance that user experience
for the customer.
Another great tool is inspections.
Now, this is due to be released
in the October time frame,
but for me, it's
complete game changer.
The capability provides
broader capability to document
important details for the
field service technician
when on the job site,
as well as to comply
with specific rules and
regulations in a very
structured manner.
We'll be taking a look
at this capability a
little later when we
demo the mobile app.
We're also able to better engage
our customers with Dynamics
365 Field Service through
customer portals,
empowering them to see
the work that they
have asked for or
even create that work order
right there on the fly.
They can see live
technician tracking,
much like you might have
experienced when you order a pizza.
You want to see where
your pizza is at.
Well, in this case,
you might want to see
where your technician's at.
We can also enable
text notifications.
As the technician is in route,
we can get a text
notification to the customer
to keep that communication
stream active and alive,
as well as they can look
at customer history.
The technician has
all the information
on the customer that they need,
whether it's to understand
what has been done
before or what potential
could be done in the future.
Then we can analyze and
integrate the data.
Through Power BI, we can get
very powerful dashboards
of information,
whether it's from just
work order history
to IoT, telemetry on devices.
Analyzing and visualizing
this data to make
important business decisions for
the service organization is critical.
The Azure IoT data streams
provide us a way to get
to a predictive model to
where we can plan and
forecast parts and
resource capabilities and
availability in advance and
make great decisions on how
we're moving forward in our day.
Lastly, ERP integration.
Modeled through dual-write,
allowing to integrate with supply
chain management enables you
to get real-time access to parts
inventory and asset management,
as well as the integration to
other ERPs that are out there.
We're going to take a
look at some scheduling.
In this scenario, we're
going to take a look at
a work order for a
service organization who
needs to perform an inspection on
one of its belt assemblies for
a food processing plant
who is their customer.
We're going to show how
that work order can be
scheduled using a feature
called QuickBook,
as well as what information
is presented to
the dispatcher via
the schedule board.
Let's take a look at that now.
Here, we have a view of our
unscheduled work orders.
As a dispatcher, if I wanted to
schedule one of these work orders,
I simply can select it
and you'll notice that I
have an icon that pops up
in the toolbar called Book.
When I click "Book",
what's going to happen
is that's going to enable
my QuickBook feature.
Wouldn't be a demo if we didn't
have a book. There we go.
It's going to enable
my QuickBook feature,
which is going to go out and look for
what available resources I have
that meet the criteria for
the requirement of
this particular work.
I think I clicked a
little too many times.
In this case, it found that there
weren't any resources
that met my criteria.
If that's the case,
what I could do is I could pop out to
either the Schedule
Assistant or I'll go
back and I'll select
the work order here.
Sorry about that. Here we go.
I can see now here, it
gives me where there is
a resource available at various
points throughout the day.
If I want to see who that resource
is, if we look at that, it's me,
and I'm 144 minutes away
but I can be scheduled.
I'm going to go ahead
and select that,
scroll down and hit "Book".
Once I do that,
it will then schedule
the work order and you can see
here now this has been
successfully booked.
It takes very short amount of
time to get a booking completed.
As of right now, it's
probably popping up on
his mobile device right now that
he was just assigned
a new work order.
But we can also take a look
via the schedule board.
The dispatcher has a number
of different capabilities
and pieces of information available
to them on the schedule board.
You can see here, I have
the same unscheduled work orders
that you saw on the previous view,
but I also have an ability to look
at who is currently scheduled
on a number of things.
As you can see, I have
some scheduled items
already out there today.
If I wanted to,
I could also search
for folks that I need,
they're FoodSafe Certified
in a proficient model.
When I hit "Apply",
I can see that my resource as an
Account Engineer and Shawn Tabor
are FoodSafe Certified and they
are proficient in that rating.
What you're going to see here on
the schedule board are
two scheduled items.
One of which you can see by the
legend is in progress state,
and this work order
here that's assigned to
the Account Engineer has been
scheduled but has not been started.
You also have a number of different
booking statuses that you can
see through the color and icon
combinations on the schedule board,
providing a lot of
really solid information
to the dispatcher very easily.
I can see that this is in progress
and is a medium priority.
Now, if I need it to reassign
this work to another technician,
I can come here and reassign,
selecting an individual that
I wanted to assign it to,
and you could see that it's
immediately reassigned.
Additionally, if I wanted to assign
an unscheduled work order to,
let's say I want to
assign that to Shawn.
I can simply drag this up and
pop it onto the schedule board.
When I hover over
that schedule board,
you'll see information about
the requirement itself.
I can see when it's
supposed to start,
and when it's supposed to end,
and its current booking status.
If I wanted to change
this status here as
proposed and soft and it
will indicate it as such.
The schedule board is
completely customizable.
You can add additional
tabs for different groups.
For example, you can see here,
I have some project work that I have,
as well as just open
requirements in general.
If I wanted to make
this something more
specific for my business,
I could do that.
Now that we have that
schedule, let's go back.
Now, we're go take a look
at the technician view
on the mobile device.
To save some time,
I went ahead and pre-recorded my
screen from my mobile device.
You could see this is my iPhone.
I'm going to go ahead and open
the Field Service mobile app.
The first thing I'm going to see
when it pops up on my
screen is my bookings.
Now why would I be seeing bookings
instead of the work order.
Well, booking is the item that's
most important to the
Field Service technician,
gives them all their information.
A combination of information
from the booking and
work order are displayed on the
screen on the mobile device.
You can see here I can
access information
about my customer,
where they're located,
what work order assets I'm
going to be working on today,
as well as a map location
of where they are.
From here I can get driving
directions if I need it.
Next, on the service tab,
I can see what service tasks are
required for me to complete.
In this case, I'm looking at
a foreign materials
contamination assessment.
I'm capturing the details on
a hygienic design of the
conveyor belt sanitation,
and clean in place if needed.
What you're looking at right now
is field service inspections.
In this case, I'm completing
the inspection of the belt,
indicating that there was some
improper tension in the belt,
and I'm going to go ahead and
take a picture using my camera.
Now, I'm not actually at a factory,
so I'm going to take a picture
of my laptop here just
to demonstrate the use of the camera.
I can upload that image of
the belt for future viewing.
I also can indicate whether
or not a root cause was
identified and whether
that root cause
applies to all the other assets.
From here, I can indicate my result,
that if there was partial success.
That completes my
inspection. I'll save that.
Then now that I've
completed the inspection,
I can look and see
what other services
or items I have here on my booking,
and I'm going to go ahead
and have the customers
sign-off on the work
that I completed.
That's the experience
from the mobile device.
I wanted to talk a little bit
about connected field service,
because much like in the example
I had in the top of this session,
all our devices are
connected everywhere.
To really get an idea
of how connected field service
really affects you directly,
let's talk about some things
that happen in your home today.
Connected devices are everywhere,
and we are definitely
in a connected world.
From your smartwatch
to your cable box,
to even your car now,
there are alerts which can
provide valuable data everywhere.
In my case, I have a car
that gives me alerts when
I don't lock the door.
It's very similar to a monitor
device for a customer.
This is sending an alert to me
to take some type of action.
This is a similar way that connected
Field Service works
for our customers.
An IoT trigger would trigger
a work order via that alert.
Then from that alert,
from the field a work
order is created,
if the automated self
healing steps don't work,
which is a capability.
A technician is sent
based on the work order.
Now, we know that we've
already tried to remotely
diagnose the problem,
and the tech is dispatched only
because the self-healing didn't work.
The technician has all the information
that he or she needs to do
the job based on
the case history and customer
info on their device.
Then the customer can also
look at the technician
arrival time and schedule.
After the technician
resolves the issue,
all the relevant
details are added and
updated to the work order itself,
ensuring a positive
on-site experience.
This whole scenario is connected,
seamless, efficient, and automated.
It's a big key differentiator
for Dynamics 365 Field Service.
This is an example of a
simple connected asset.
Many units that you could purchase,
whether it's a common household item,
such as a dishwasher,
have devices on them that could be
monitored and are
sending out signals.
Once that product is
sold to the customer and
the installation is
completed via a work order,
through Dynamics 365 Field Service,
work order products can be
automatically converted to
customer assets for documentation and
understanding of what assets are
assigned to that customer and what
locations they're present at,
so that we can look forward in
the future and how we
can service them better.
Once that asset is
created at the customer
and connected to our IoT Hub,
data starts to transfer immediately.
In a more complex scenario,
you can have a device that has
multiple monitoring points and has
multiple situations
where different areas
of the device can send out
different types of signals.
Here's an even more
complex asset with HVAC.
From here you have nine or 10
different points of alert,
whether it's from an outside
air duct to indicate
some blockage to the fan motor,
to understand whether it's
having an issue and even
turning to the chiller,
to understand if there is
a lower level of
refrigerant coming through
the pipes that which would
reduce the amount of air
flowing through the unit.
These are some common examples
of how Connected Field Service,
provides data to your organization to
enable service actions
quickly and effectively.
It's all on top of
the Connected Field Service
IoT Hub Architecture,
where data is streaming directly from
the devices into the
Connected Field Service
model-driven app and sent directly to
Field Service dispatchers and
technicians through the application.
Using this information
the technicians are even
more well-informed about
the particular issue.
As we mentioned in
the scenario before,
remote issues and
troubleshooting can be taken
care of in advance,
avoiding a dispatch,
but in the event that
cannot be avoided,
we have even more information about
the issue for the technician.
Remote Assist has really come
into its own as of late.
It really allows the technician
to solve problems in
a collaborative way with an
expert from the headquarters.
You can document information within
context of the actual
experience of the repair.
You can have an expert
to walk you through
certain procedures
that you may either be
unfamiliar with or
need an expert hand.
Remote Assist can also reduce
travel costs and increase up time,
through that knowledge
sharing and capability.
Experts can choose to show
their device's camera feed to
the field service engineer,
and often users will keep that window
open with the expert
throughout the call,
whether it's on a HoloLens
device or on a mobile app.
It's very useful for
displaying data to
that field service engineer
that's contextually
important for that repair.
With Remote Assist, you can walk
that site without
having it to be there.
The advantage this
gives to the customers
is quite often organizations
may not have enough experts to
visit every single location
every single time.
This extends the capability of
the expert to every
customer location.
The technician being
experienced as well,
has the ability to perform
repairs with ease given
all the information
that's available to them within
dynamics 365 Field Service.
But with Remote Assist,
I can bring that expert with me,
showing them the situation
at hand and getting
information that could improve
my ability to repair that first time,
or even to take
some time away from it to do
it even more effectively.
I can also record my session
with Remote Assist to provide
a valuable educational tool for
additional resources
in my organization
to see real-time repair
events as they happened.
I can also bring in multiple
experts to help me when I'm
onsite with great ease using
Remote Assist and Microsoft Teams.
We can also collaborate
on the mobile app.
Remote Assist on mobile
is a great way to begin
that journey as a low
cost introduction
to the benefits of Remote Assist.
There's a number of different
reasons why mobile works better,
it's available to try right
now on Android or iPhone.
I've used it myself it's
a very good experience
and I actually love working with
the mobile app and Remote Assist.
Low bandwidth mode is also
available on mobile now,
which is critically important
to a lot of my customers.
Often, these Remote
Assist interactions
happen in an area where
they're doing a repair,
and bandwidth is not
necessarily robust.
So low bandwidth mode allows
that connection to
still be maintained,
and that Remote Assist
experience to be captured.
There's a few implementation
scenarios for Remote Assist,
such as customer service.
You can have a customer that
just purchases a product
and they're calling in
to get some assistance.
With Remote Assist in teams,
that customer can connect
with a product expert,
who then proceeds to
share files and draw and
markup screen to guide
the customers resolution,
improving that first
call to closure rate.
For field service, a technician
could be out on the job
and they may encounter
especially equipment that
they're not familiar with.
Getting it access to an expert
allows them to efficiently take
care of that specialty
equipment that they may not
have had experienced for in
a very effective manner.
Also, field technicians can
receive technical support from
the experts at the home office,
or collaborate with other techs in
the field who may have
experienced a similar issue.
You can see here the different apps
that we have related to field service
within your environment
once you set up
dynamics 365 Field Service.
In my particular environment,
I have connected field service,
field service, field service mobile,
and Resource Scheduling Optimization.
As you can see, there's
an enormous amount of
features capabilities within
dynamics 365 for Field Service,
from scheduling and dispatching,
connected field service,
contract management, mixed reality,
inventory management,
and even mobile.
So how much does it cost
to get Field Service?
Well, for field service by itself,
if this is your first
Dynamics 365 app,
it's $95 per user per month,
or for each additional apps.
So if you already have Dynamics
365 for customer service installed,
there's an additional add-on
for $20 per user per month.
Remote Assist is at $65 per
user per month with an add-on.
If you already had
another qualifying app for
$20 per user per month.
But I always encourage you to contact
your Microsoft representative or
your partner to get
the most up-to-date pricing
for your particular contract.
So why dynamics 365 Field Service.
You want to give your customers
an accurate time window of service.
You want to be proactive
about issues through
connected field service to allow
more up-time for your customers.
You want to meet those
customers where they are,
if you cannot resolve over
the phone or e-mail or a
knowledge base article.
You want to improve first-time fix
rate with the right knowledge,
with the right person in
the right inventory on
this site first time.
Also, it's an easy
to use and configure
modern low code platform with
connections to Dynamics 365,
Microsoft 365, and Azure.
With that, I'll open
it up for questions.
>> All right. We don't have
much questions here, Shawn.
>> Is there any area that
anyone would like me
to go back and cover it
just a little bit more?
Is there any questions at all?
>> No, Shawn, they are
pretty much good on it.
>> Okay. Well, excellent. Well,
if there's no other questions,
then I'll just wrap
up and say it again.
If you'd like to
follow me on Twitter,
you can reach me @crmhobbit,
check out my blog at crmhobbit.com.
Subscribe to my podcast crm.audio,
at crm.audio or wherever
you get a podcast feed.
You can also check out my
field service YouTube channel.
With that, I appreciate you attending
and I hope you have a fantastic day.
