What Is Dynamics 365 Field Service?

Microsoft Dynamics 365 Field Service is an agile asset-routing and optimization platform that provides advanced automation and tracking functionality. These integrated toolsets help organizations with the more complicated and time-sensitive aspects of field service, such as resource assignment agility, work order and invoice accuracy, optimized service scheduling, warranty and SLA compliance, and much more.

We’ve implemented Dynamics 365 Field Service for companies who must be able to immediately reconstruct work schedules while technicians are in the field, as well as in instances where work order and safety compliance tracking are critical to satisfy the requirements of our clients’ partner networks.

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Note: Field Service is one of the five different Dynamics 365 apps that serve various CRM needs. In some contexts, you may also see those products referred to as “Customer Engagement” or “CE” apps.

Features of Dynamics 365 Field Service

The key features of Dynamics 365 Field Service are safety and compliance tracking, asset routing and optimization, work order and invoice automations, and managing service agreements/SLAs.

The system matches the best qualified and most available resource for each scheduling need. Using advanced reporting tools combined with AI, the system can optimize scheduling based on active SLAs and historical data.

It also provides the technicians with total visibility into customer communications and real-time guidance while onsite to speed up resolution times. In tracking sales opportunities and their service parameters, it ensures that services sold match execution all the way through to invoicing.

It also fully connects with Microsoft 365 (formerly Office 365), which enables users to track and see all the externally executed communications and activities within the Dynamics 365 for Field Service system. And it’s done automatically, all while using the tools that workers already understand.

Common Uses for Dynamics 365 Field Service

Dynamics 365 Field Service is especially useful for field service organizations that spend labor time planning, rerouting, and optimizing work schedules. They typically struggle with last-minute changes, including their impact on resources, inventory, and invoicing. They also rely on paper for more repetitive tasks associated with compliance, tracking, and safety.

These companies typically already rely on other Microsoft applications — such as Dynamics 365 Business Central, Dynamics 365 Finance & Operations, and Microsoft 365. To reduce labor costs, service and general managers need to centralize their core systems. Dynamics 365 Field Service can help them go paperless and automate complex SLA tracking, work orders, compliance, scheduling, and invoicing.


Dynamics 365 Field Service licenses start from $95/user/month USD or $121.60 CAD.

Note: Based on the contract commitment, the per month price may differ from the price listed above. All pricing is subject to change without notice. Contact Encore for the most current product pricing and available contract options.


In some scenarios, Dynamics 365 Field Service may offer too much functionality to provide ROI. Companies with simpler ticket processes that don’t require service in the field should consider a more customer service-focused platform such as Dynamics 365 Customer Service.

Read our comparison of D365 Customer Service and Field Service.

Integrations With Other Apps

Dynamics 365 Field Service can work together with other Dynamics 365 CRM and ERP apps to create a comprehensive solution for your business. For instance, work orders and time entry can be completed in Field Service and then pushed to your accounting system for invoicing and payroll, while technicians can see inventories and part specifications.

Integrations with other Microsoft business applications further speed up resolution times as well as provide fully interactive reporting that relies on information from various databases. Real-time collaboration via Microsoft Teams embedded into work orders can provide conversation tracking while speeding up time to resolution. Power BI can offer insights and actionable data to both management and field workers who need to combine information from disparate systems.

Implementing D365 Field Service

Implementing Dynamics 365 Field Service properly means configuring it to fit your unique business needs, processes, and existing technologies.

Engaging with a knowledgeable partner who can map your current flows to system functionality and streamline the end user experience is critical to both user adoption and ROI. That’s why it’s important to work with an experienced Dynamics 365 Field Service Partner like Encore.

For advice tailored to your situation, please contact us. We’d love to talk with you.

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