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Natasha Ivanova, Zachary Woods, Martin Hick
Jan 16, 2025
Expert articles | 7 min read

Dynamics 365 Field Service is well-known for its versatile tools that streamline every stage of the work order lifecycle, from initial creation to scheduling and technician management.

With an impressive ROI of 346%, a payback period of less than six months, a net present value of $33.10M, and a benefits PV of $42.65M*, it has become a trusted solution for many organizations. 

But the story doesn’t end there. 

Microsoft 365 productivity tools continue to expand the capabilities of Dynamics 365 Field Service. Today, we will explore exactly how these enhancements make a difference and discuss how Field Service and Copilot integration can improve work order management and the overall efficiency of your teams. 

*Source: The Total Economic Impact ™ Of Microsoft Dynamics 365 Field Service.

The Al shift in Dynamics 365 Field Service 

Progress has gone far since the first introduction of Copilot in Field Service back in August of 2023. Today, these capabilities have evolved to include predictive maintenance and refined skills-based resource scheduling that can transform your service operations, deliver exceptional service, and improve customer experiences.

The table below illustrates how each business sector benefits from AI integration to Field Services:

Customer Technician Service Manager Service Leader
Personalize service experience and connect through customer’s preferred channel Make the technicians’ work more effortless with increased productivity and collaboration Get proactive visibility to maximize service operations Automate and augment to run the business fast and lean
Receive proactive service updates Resolve issues faster with Copilot Optimize scheduling with AI Enhance scalability with AI
Empower self-service with AI Simplify work order management Monitor progress in real-time Drive operational efficiency
Receive personalized experiences Receive personalized experiences Make data-driven decisions Streamline cost management
Direct technician communication Collaborate with teams Coordinate efficiently through Teams Deliver consistent service quality

The Field Service integration for Outlook 

One standout AI feature delivering real business value is the integration of Field Service with Outlook. Let us explore how it works in practice. Suppose we received a request from a customer in an email. The customer is informing us about the air conditioning breaking down in their building:

Hi, 

I’m reaching out regarding an urgent issue. The air conditioning unit in our main lobby has stopped working, and with a heatwave forecast this afternoon, we’re concerned about the comfort of our clients. Could you please send a technician to address this as soon as possible? It would be great to have someone come out on Wednesday (27th) this week sometime between 08:30 am and 2:00 pm. Let me know if you need any additional details to expedite the request. 

Thank you for your help!
 
Best regards, 
George Watson 
Building Manager, Downtown Plaza 

Here, we can use Copilot to create a work order according to the text of the said email. The AI picks up the following information from the text and automatically uses it:

  1. Urgency level
  2. Related service account
  3. Incident type
  4. Reported by contact
  5. Primary customer asset
  6. AI-generated summary


There might still be some fields that need to be filled out manually, but Copilot provides a carefully prepared foundation for the work order. 

Note: By clicking the Field Service button, you can also scan the text of the email and get suggestions on how to handle the situation. Copilot will search the related documents and knowledge articles to find possible solutions. 

Keep in mind that there are some current limitations: the form of the generated preview cannot be customized, and the character count in the summary is restricted. However, since this feature is still in preview, there’s potential for updates and enhancements in the future. 

The Field Service integration for Teams 

Another game-changing feature is the ability to connect a Teams channel to Dynamics 365 and vice versa, allowing Dynamics 365 to be accessed directly within Teams.

Once a work order is created, you can link it to a Teams channel and have interactive chats with colleagues in the context of that specific work order, account, or lead. Conversely, within Dynamics 365, users can initiate chats, engage in ad hoc conversations, or hold discussions related to a work order. 

Teams now allows you to view already scheduled work orders and create new ones, features previously available only within the Field Service app. When scheduling, Teams provides suggested resources and time slots tailored to the specific work order. 

Note: The Field Service mobile app also allows you to generate a Copilot preview if you need a quick update on what this work order is about.



Understanding Microsoft 365 Copilot architecture and security measures 

Understanding the true nature of the tools you work with is always a good idea. When you know how something works, what resources it requires, the algorithm behind each surface action, and the security measures in place, you’ll have a clearer sense of what to expect from an AI tool and how to achieve the best results. To take the most value out of Copilot functionality in Field Service, let’s peek behind the scenes: 


The scheme above illustrates the processes that occur as soon as you enter your prompt into the Copilot interface: 

  • User prompts are sent to Copilot 
  • The grounding process begins: 
    • Copilot accesses Microsoft Graph 
    • Copilot searches the web (this step is optional)
    • Copilot checks other services (documents, emails, or Teams chats) 
  • The modified prompt is sent to the Large Language Model (LLM) 
  • LLM provides Copilot with its response 
  • Copilot accesses Graph for Compliance and Purview 

Microsoft prioritizes security. This is why Copilot complies with established privacy and security standards, including GDPR and the EU Data Boundary requirements. Prompts, responses, and data accessed through Microsoft Graph are not used to train foundation LLMs. Copilot is designed with multiple layers of protection. It blocks harmful content, detects protected material, and prevents prompt injections. 

Additionally, Copilot ensures that results for a user include only data they are authorized to access, so you don’t have to worry about it disclosing the information you did not intend to disclose.

Conclusion 

Delivering seamless organization and thorough preparation is essential for achieving exceptional field service results. Microsoft Field Service, enhanced by Copilot, allows you to increase the number of efficient on-site visits and satisfied customers. Besides optimizing your existing processes, connecting the app to IoT allows you to fix any possible issues even before anyone notices them. 

Our experts are not only knowledgeable but also genuinely passionate about helping you harness these cutting-edge features. Backed by the entire proMX team, they are here to guide you every step of the way. Don’t hesitate to contact us if you are planning to build the future of field service excellence.

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