Microsoft Dynamics 365 service modules to cover the customer life cycle
Aug 12, 2020

There is sales, there is marketing, and then there is a whole host of service modules in Microsoft Dynamics 365. With Dynamics 365 Customer Service, Dynamics 365 Project Service Automation, and Dynamics 365 Field Service the platform covers all the services you need to cover your entire customer life cycle, starting with the sales, to order processing and culminating in after sales service.

The three apps differ in scope and are used by different departments at different stages in the customer life cycle:

  • Dynamics 365 Field Service, on the other hand, is used to manage rather short-term work orders. The apps supports dispatchers in selecting the best suited technicians for a work order and get them to the customer at the right time. Hence there are fewer resources involved in this process.
  • Dynamics 365 Customer Service helps manage first level support and the points of contact for customers both before and after a project to get support regarding products and services.
The most basic facts about the services modules of Microsoft Dynamics 365

All three apps use Unified Resource Scheduling. Universal Resource Scheduling is a scheduling engine that access a shared resource to ensure that resources are not scheduled twice. Since somebody working on a project cannot also do field service or second level support at the same time.

Service processes in Dynamics 365

The default processes in Dynamics 365 Field Service and Dynamics 365 Project Service Automation (PSA) are similar, both starting at the sales process. Dynamics 365 Project Service Automation supports the sales of services and thus sales professionals and integrates technical and operative resources into the sales process. The workflow then progresses to project planning, resource management, project collaboration and time and expense tracking by project team members for project managers to be able to keep on top of things.

With Dynamics 365 Field Service, itssales aspects pertain to service agreements, e.g. for preventive maintenance. The app supports in conceiving service agreements and to initiate regularly scheduled or ad hoc maintenance work orders. The app also involves inventory management capabilities and offers mobile support for technicians on the road.

Dynamics 365 Customer Service is focused somewhat differently. The app helps businesses offer customers many different channels to get in contact with their service teams, including chatbots (virtual agents), telephone integration, chat functionality and WhatsApp integration. Plus, customers are provided many self-healing options to fix problems themselves. The app’s features also include call center handling with call and action script, supported by a knowledge base. Artificial intelligence recognizes processing times, bottlenecks and peak times.

An overview of the capabilities of Dynamics 365 service modules

Feature summary 2020 release wave 1

With Release Wave 1 of 2020 numerous functionalities have been added to the Dynamics 365 services modules:

  • Dynamics 365 Customer Service: many new features regarding omnichannel, proactive service and agent productivity. Insights were also strengthened.
  • Dynamics 365 Project Service Automation: project planning and resource management are a particular focus, especially the financial aspects of projects.
  • Dynamics 365 Field Service is already an important cornerstone of the Dynamics platform and will become even stronger in areas such as mixed reality and Connected Field

All new features at a glance:  Download the feature summary of release wave 1 for the Dynamics 365 service modules.


Learn more about all these apps on our Dynamics 365 product page where you can also access exclusive demo videos and schedule consultancy calls with our experts.

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