IoT Connected Field Service for Dynamics 365 Spring’18 – 6 Amazing Benefits

If field service is an integral part of your day-to-day business, proactively detecting, troubleshooting, and resolving customer equipment issues can help a great deal in ensuring technicians are dispatched only when absolutely necessary. Connected Field Service for Dynamics 365 – with its latest updates – is a perfect amalgamation of predictive maintenance, to drive efficiency throughout your business with the combined intelligence and integration of IoT and field service solutions. With proactive alerts, you can not only reduce downtime, but also address issues faster, and reduce maintenance costs by scheduling the right field technician with the right expertise to the job.

Amazing Benefits

The Spring’18 release of Connected Field Service for Dynamics 365 offers capabilities to monitor connected devices in real-time, enabling you to make sure your customer’s equipment is functioning properly; if there is any issue with the equipment, you’ll immediately get a notification so you can troubleshoot the problem remotely or send a qualified technician to fix it. What’s more, you can enable IoT alerts, and get preventive maintenance notifications to let field service managers or technicians know when to create a work order, send commands to control customer assets remotely, prepare parts needed for a repair, or take other necessary actions.

End-to-end device visibility:

Connected Field Service for Dynamics 365 allows synchronization of device conditions and properties with Azure IoT device twins. In addition to receiving messages that require action, the device twins enable equipment to report operating conditions such as device state, connectivity speed, and machine vibration for improved visibility into device conditions through a graphical dashboard. As soon as the capacity reaches a threshold, an alert drives a follow up action.

Remote troubleshooting:

Azure IoT device twins also offer the device tag feature; devices can be grouped according to various properties that make it easier to search and find. Tags for device twins are created in the system, and then converted into a format (JSON) that is understood by the device. Device tags make it easy to group devices by their usage, operating conditions, or other properties. Assets needing similar repairs can be grouped using a tag and troubleshooting can be done remotely.

Improved alerts handling:

Field managers can create business process flows to automatically handle incoming alerts; when an alert is received, the service team can monitor the alerts and troubleshoot the issue by sending a remote command. If the issue does not get resolved, the service rep can create a work order and dispatch a field tech.

Efficient work order management:

For devices with several parts that need to be monitored, technicians can create one asset record for all parts, instead of creating separate asset records for each part. You can register multiple existing assets – either on your office device or on the mobile app and complete work orders quickly and efficiently.

Real-time monitoring:

Connected Field Service for Dynamics 365 allows real-time monitoring of devices; once the devices are registered, connected, and configured in Azure IoT hub, field service managers and technicians can define device properties - such as type, their operating temperature, the commands they support etc. - which are common to devices in a category, and then update properties or configure thresholds. You can also use pre-defined commands to control equipment individually or in bulk.

Delightful user experience:

The latest release of Connected Field Service for Dynamics 365 is built on the Unified Interface framework that delivers a consistent and uniform user interface. The responsive design elements ensure optimal viewing on any screen size or device; the framework uses a single technology to cover different UI’s across web, Outlook, mobile, and tablet to ensure a delightful end-user experience.

Transforming the Future

Field service operations evolve as technology advances; with 75 billion devices expected to be connected to IoT by 2020, disparate, legacy systems are paving the way to connected field service solutions that are built with the latest technology at the core. Connected Field Service for Dynamics 365 built with IoT, predictive analytics, and digital twins is set to reshape business models and customer experience touchpoints within field service. With the Spring’18 release, you can enable proactive alerts and reduce downtime, remotely monitor devices and address issues faster, and dispatch technicians only when necessary and reduce maintenance costs.
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About the Author - Manoj Nair

Manoj Nair is a seasoned IT professional with over 12 years of experience in Software Consultancy, ERP Implementation, Testing, ISV Development & Client Management. He is a Senior Project Manager at Indusa and is responsible of managing various software programs through cross functional coordination.


Contributing Author: Malavika Nityanandam

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