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August 16, 2023

Copilot in Dynamics 365 Field Service: Update for Frontline Workers

Microsoft recently announced a series of innovations for their “frontline worker” product line, including an example of Copilot in Dynamics 365 Field Service.

Optimizing Communication for Frontline Workers

Using a mix of Dynamics 365, Microsoft 365 apps, Microsoft Viva Connections and Microsoft Teams, organizations can better communicate with their frontline or shift workers. This is further reinforced by the recently launched Windows 365 Frontline, specifically designed for shared devices of frontline employees.

The Core: Copilot in Dynamics 365

Microsoft announced the preview phase of Copilot in Dynamics 365 Field Service. This feature can extract data from Outlook emails and merge relevant data such as customer escalations into draft work orders. This is particularly useful for managers who want to control the flow of their work. With manager approval, a work order can be automatically synchronized with Microsoft Dynamics 365 Field Service.

The Mobile Experience

Microsoft has also emphasized the mobile experience for frontline engineers. Technicians can now get step-by-step tutorials with images and videos. In addition, they can get instant access to experts in real time via the Teams mobile app.

Other Integrations and Announcements

In exploring the bigger picture, Microsoft highlighted their partnership with ICONICS and Willow. Furthermore, the Dynamics 365 Field Service app is now complemented by tasks in Microsoft Viva Connections. This product is used for corporate messaging and will soon have a new “Announcements” feature.

Closing Thoughts

Microsoft is clearly committed to improving communication and management tools for frontline workers. With so many updates and announcements, the company continues to keep the needs of all employees in mind, paying special attention to those on the front lines.

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