Microsoft Dynamics 365 for Field Service

Learn how a Field Service Dispatcher and Service Technician use Acrobat Sign, Power Automate, and Dynamics 365 to streamline Field Service processes, and provide customers with an easy and secure in-person signing experience. Contoso Electronics sells and services electronics equipment that is installed at customer sites. With Dynamics 365 Field Service and Acrobat Sign both natively integrated with Power Automate, Contoso is able to eliminate manual paper-based processes and provide a streamlined service experience to their customers. A Field Service Dispatcher at Contoso uses Dynamics 365 to track work orders and dispatch service technicians to customer sites. One of Contoso’s customers, Northwind, has experienced an equipment breakdown because of faulty control unit. Field Service needs to dispatch a technician to diagnose the problem and make the repair as soon as possible. To start, the dispatcher creates a work order and quickly adds some required information. They select the customer, Northwind Traders, and then indicate what kind of service visit this will be, and then set the work order type to diagnose and repair. They set the satellite office as a functional location, and then scroll down to add more information about the incident and how to resolve it. This incident requires replacement of the core part, then finally they close and save the work order. The Scheduled Board in Dynamics 365 Field Service helps the dispatcher see what jobs the service team need to complete today. The work order they just created is listed under Unscheduled Work Orders. It looks like a service tech has an opening to deal with this issue right away. So the dispatcher drags and drops the work order onto the schedule board, automatically creating a booking and sending a notification to the service technician. The service tech has all the information needed to make the repair. In the Field Service Mobile app, the service technician reviews our scheduled service appointments for today. The next job is to investigate a faulty control unit at Northwind Traders’ local office. They start by selecting the next booking. Using the Dynamics 365 Field Service Mobile app, the service technician is able to view the work order, get a Bing map to the customer site, walk through resolving the issue, and complete the work order. They quickly review the booking and set the status to Traveling to show that they’re on their way to the site. Next, the service technician needs to navigate the customer site. With the Bing Maps integration, they can see where they need to go and quickly get a map to the destination. Using Bing, the service technician is able to plan their trip and find the customer site quickly. At the customer site, the service technician begins the repair. Field Service guides the technician through the service visit, helping to ensure the service is completed accurately and consistently. Once the service is complete, they can get the customer sign-off using Acrobat Sign. Acrobat Sign replaces paper-based processes with secure, all digital signatures that are natively integrated with Microsoft. They continue by setting the booking to complete. When the technician marks the booking as complete, Microsoft Power Automate kicks off an automatic workflow process behind the scenes to finalize the work order. The technician continues by tapping the work order to get the customer sign-off. They tap the link and then hand the tablet to the customer for signing. With Acrobat Sign, you can type your signature, use a touch-enabled device to draw it, or even use your camera phone or upload an image. Finalizing the process only requires a tap. The customer can download a copy of the document here for their records. With Acrobat Sign, e-signatures are secure, legally binding, and globally compliant with the strictest standards. Every signed document is securely stored with an audit trail and protected with a tamper-evident seal. Acrobat Sign’s native integration with Dynamics 365 allows Contoso to bring digital signing processes directly into Microsoft 365, which improves the speed and reliability of business processes.