Benefits and Insights

Why use Dynamics 365 Field Service?

Key differentiators & advantages of Dynamics 365 Field Service

  • Optimize Routing:  The software features an intelligent, AI-assisted routing function that finds the quickest available route to optimize a tech’s schedule. 
  • Environmentally Adaptable: Dynamics 365 is suitable for a number of environments, including residential and rural, making it adaptable to many use-cases. 
  • Track Performance and Talent: Contractors frequently need to be brought on in order to fill talent gaps in the workforce. Dynamics 365 assists in on-boarding and managing those contractors. 
  • Operate All Over: The product handles multiple languages and currencies and integrates with local GIS systems, enabling users to work globally. 

Industry Expertise

As a comprehensive suite of tools, Microsoft Dynamics 365 has numerous clients across a number of industries, not just the field service industry. However, it’s field service product boasts customers like Sandvik Coromant, Sodexo and Handicare.

Key Features

  • Automated Routing:  The solution will select the best route — and the best tech — for the job. This can shave seconds, minutes, even hours off of a technicians commute and increase customer loyalty. 
  • Extensions: With a bevy of third-party, plug-and-play extensions available, users can significantly expand their usage of the former FieldOne product. 
  • Mobility: Mobility is a central feature of field service products — which Dynamics 365 provides with its centralized mobility management platform. Techs can pull up customer info, sign forms and communicate effectively with back-office managers. 
  • Support for Mixed Reality: Support for AR and VR fieldwork is present in the product. Work orders, support and more are delivered to mixed-reality enabled headsets. 
  • Dispatch Only When Necessary: This software will monitor a number of different factors and variables, detecting change and dispatching technicians when necessary. 


Some of the product limitations include:

  •  Vast and complex system makes it difficult for users to adapt, and the implementation process can be time-consuming 
  •  Microsoft Dynamic 365 supports limited functionalities for technician management 
  •  Doesn’t support all functionalities of operations management, such as reverse logistics, engineering change request, equipment supersession and warranty and claims 
  •  Doesn’t support billing and invoicing functionality. However, the solution only lets users configure pricing for services and automatically convert completed work orders to invoices 
  •  UI isn’t intuitive, and navigation between modules is a cumbersome task 
  •  Creating estimates for complex jobs can be time-consuming

Suite Support

Microsoft has several support options available to its customers, including phone, training and support tickets.

mail_outlineEmail: Email support is not available from Microsoft at this time.
phonePhone: Users can ask for phone support from Microsoft. Monday through Wednesday and Friday, phone lines are open from 8 a.m. to 8 p.m. On Thursday, the lines are open from 10 a.m. to 8 p.m. Users can call support at 1-800-936-4900, or 1-888-477-7877.
schoolTraining: Training, certifications and self-learning courses are available from Microsoft. There are several tiers of certification in Microsoft Dynamics 365, starting at $165 for the initial course. Certification courses range from beginner to advanced. Users can also explore Microsoft Learn, a field service learning course.
local_offerTickets: Dynamics customers on an active support plan can use the appropriate phone number or web links to create a new managed support incident for Dynamics 365 Online or on-premise.

Cost of Ownership

License/Subscription Cost
  • Based on monthly subscription license fee model, which includes key metrics such as type of module selected, authorized number of users1 and maximum number of appointments, as defined in the work order/contract
  • Pricing also includes the upfront cost for customization and integration
Maintenance Cost
  • Included in the subscription cost, and covers ongoing upgrades and customer support
Installation/Implementation Cost
  • Included in the subscription cost
Customization Cost
  • Costs will vary depending on the type of add-on modules selected, such as mobility cloud service, capacity cloud service, customer communication cloud service, collaboration cloud service, smart location cloud service and forecasting cloud service
Data Migration Cost/Change Management/Upfront Switching Cost
  • Dependent on the amount of data to be migrated, availability of migration tools, complexity of data and gaps between the existing system and the new system
Recurring/Renewal Costs
  • Costs will vary depending on the type of add-on modules selected and the monthly fees paid for ongoing maintenance, upgrades and support

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