Professional and personal development is, as part of our core value "Improving", one of the central elements of CRM Partners' corporate culture. With this in mind, our colleagues from the delivery department are continuously focusing on personal tasks and goals in addition to their customer projects.
The “Team Goals” of our colleagues are therefore aligned with the release waves of Microsoft regarding Dynamics 365 and Power Platform. So Senior Software Developer Arindam Chattopadhyay and CRM Consultant Marcel Schmidt looked at the innovations in Dynamics 365 (Field) Service in the course of Release Wave 2.
New features for Dynamics 365 (Field) Service
In the Wave 2 update there are a lot of new things for Service and Field Service. Especially for Scheduling, Insights (IoT) and Service Delivery.
The purpose of this article is to showcase the potential of the “Connected Field Service”. An important part there is how CRM Field Service and Azure IoT Central can work together. The aim is to move away from the “Break-Fix” Service model to a “Proactive and Predictive” service model. We are using the Field Service Optimization Service, Job Scheduling, Asset Maintenance and IoT Diagnostics Data on the same connected platform to achieve this. Some possible gains are the following:
- Connected Monitoring – Use data from IoT e.g. remotely monitoring devices and analyze to create alerts automatically by Azure IoT central.
- Effective Service – Reduce downtime and enable a faster service for sending IoT devices diagnostic data automatically to CRM Field Service and create a ticket.
- Optimize Resource Management – Use Field Service’s resource Optimization and dispatcher service.
- Empower Field Technicians – Send device diagnostics data to them.
- Improve Reporting – Use Power BI to model data from CRM and IoT for reporting purposes for management.
There’s a lot of potential for this, but we have performed mainly the three most important areas, which are described below:
Embedded optimizer within schedule board
Resource scheduling optimizer functionality is now also available directly in the schedule board. That supports especially the dispatchers who can manage schedules based on requirements or resources. Because of this new feature, you can reduce the effort for manual scheduling.
Dashboard for key field service metrics - using Azure IoT
Does your organization deliver effective service quality? Service managers and dispatchers can now monitor this for each device based on the latest update. Connected Field Service with IoT Hub brings data available for both Azure IoT and Dynamics 365 Field Service. We can then use PowerBI to showcase the data by creating reports and dashboards.
Using Power Automate for Field Service workflow
You can now use Power Automate to perform process optimizations. Existing workflows are updated automatically. All benefits from Flow could be used to ensure an optimally coordinated service process. It is also possible to create use custom IoT providers for more complex data scrubbing.