![]() We are also excited to improve the experience for our customer-facing colleagues with the Microsoft 365 integrations. The ease with which an email can be translated into a work order and planned will increase the speed of our customer responses and improve our customer journey. “Copilot in Dynamics 365 Field Service will support a faster way of working for our organization by simplifying our transactional work order management process. Frontline technicians can also now share full work order details through cards in Teams and access the Microsoft Dynamics 365 Remote Assist app in one click via their home experience in Teams mobile to problem solve with remote experts in real time using 3D spatial annotations that lock to the physical world. Embedded Dynamics 365 Guides in Field Service provides technicians with step-by-step guided instructions, pictures, and videos explaining the immediate task.Īdditionally, with the preview of the Dynamics 365 Field Service app in Teams starting today, frontline technicians can now see upcoming work orders at-a-glance as Tasks in their Microsoft Viva Connections home experience and can easily drill into details such as location or issue type. Technicians who need additional support can now also use Microsoft Dynamics 365 Guides embedded in Field Service mobile. Technicians can not only easily pick, change, or complete work order details, but also add notes with multiple inline images. From changing the status of a booking with a quick swipe to accessing driving directions to a customer site with one tap, the redesign saves valuable technician time for daily work-cutting down the number of taps for key tasks in half. This modern user experience supports familiar mobile navigation, gestures, and controls to streamline managing work order Tasks, Services, and Products. Today, we’re also introducing the preview of a new Dynamics 365 Field Service mobile experience for frontline technicians to swiftly access all the information they need on the go. It will be a game changer for our field service and frontline teams, allowing them to enhance their best-in-class service by getting access to the information they need faster than ever before.” Eric McKinney, Director of Enterprise Infrastructure at G&J Pepsi Boosting technician productivity “I am really excited about working with Copilot capabilities as I believe it will completely change the way our employees at G&J Pepsi interact with Dynamics 365 Field Service. Copilot will also become available to assist frontline managers in their flow of work within Microsoft Teams. Additionally, with updates coming this fall, Copilot will streamline technician scheduling by offering data-driven recommendations based on travel time, availability, skill set, and other factors as well as accelerate responses to customer messages by summarizing key details and next steps in email drafts. Once saved, these work orders automatically sync to Microsoft Dynamics 365 Field Service. ![]() Copilot prepopulates relevant data including summaries of customer escalations into draft work orders for managers to review in their flow of work. ![]() With the preview of Copilot in Dynamics 365 Field Service today, frontline managers who receive service requests or questions via emails can use next-generation AI to streamline work order creation directly within Outlook. And frontline technicians want the right information at the right time to complete the job, the first time. Whether it’s for a facility inspection, equipment installation, or a maintenance request, frontline service managers want to spend their time figuring out how to improve their team’s efficiency rather than on repetitive tasks such as copying and pasting information from one system to another to create work orders and dispatch technicians. The number one thing that frontline leaders value from AI is helping employees with necessary but repetitive/mundane tasks. New data from Microsoft’s 2023 Work Trend Index Annual Report 1 reveals 63 percent of frontline workers struggle with having to do repetitive or menial tasks that take time away from more meaningful work, and 66 percent feel that they don’t have enough time to complete work tasks. ![]()
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