Microsoft unveils new Copilot capabilities for frontline workers in Dynamic 365

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Key notes

  • Microsoft integrates AI-powered Copilot with Dynamics 365 Field Service for streamlined work order management.
  • Field service teams gain improved communication tools for customer updates and internal collaboration.
  • Technicians can access remote assistance with mixed reality features directly within Microsoft Teams.
Microsoft Dynamics 365

Microsoft announced new Dynamics 365 Field Service features that can improve efficiency and customer experience. The update uses AI capabilities through Microsoft Copilot.

  • Field service managers can now interact with Copilot using natural language within the Dynamics 365 Field Service web app. Copilot can search and summarize work order details, and can also retrieve information from other relevant Microsoft Dataverse records. Organizations also have the option to configure Copilot to custom work order summaries to their needs.
  • Not just this, the Dynamics 365 Field Service Outlook add-in now allows managers to use Copilot to draft email updates for customers. These updates can provide details of scheduled work orders or suggest the next steps for unscheduled ones.
  • A Dynamics 365 Field Service plugin for Microsoft Copilot allows natural language chat to find information about work orders and related records. 
  • Technicians can utilize Copilot to search product manuals and find relevant solutions directly within Teams.
  • Sharing links to work orders in Teams chats, meetings, or channels helps collaborate. These links expand to display important order details for all participants.

“The introduction of Copilot in Dynamics 365 Field Service, with its powerful summarization capabilities, is a game-changer. Not only does it benefit our leaders, but it also streamlines internal communications, aids finance, and helps customers stay up to date. By automating this process, we reduce manual work and ensure critical information isn’t overlooked.”

Amit Nene, Business Applications Director, BW Packaging Platform, Barry Wehmiller

Technicians can share their camera view during video calls within the Teams interface and use mixed reality tools. We covered Spatial annotations, which allow reference to specific parts of equipment, even during camera movement (currently in preview on iOS).

More here.

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