Copilot in Dynamics 365 Field Service lets makers configure the Copilot summary of work orders and bookable resource bookings to meet the specific business needs of their organization.

• Makers can choose which tables and columns Copilot uses to generate the summary in natural language.
• After configuring the summary, you can generate a preview summary from an existing record with real data before saving the configuration.

Usability improvements for Copilot in Field Service help your team of technicians, dispatchers, and service managers adopt and use these capabilities in their existing workflows.

Copilot provides direct access to the wealth of data stored within Microsoft Dataverse, including key tables from Field Service like work orders and bookings. This guarantees that field service teams always have the most up-to-date information at their fingertips.

This release improves the prompt experience and includes work order prompt guides that teach your workforce how to use copilot to accelerate retrieving work order information.

For example, when on a work order record, the prompt guide suggests prompts like "How many work orders do I have scheduled today?" or "How many work orders have been high priority in the last 30 days?".

Work order recaps highlight important information about a work order such as notes, products, services, tasks, activities, and more to help users catch up without having to dig through all the information in a work order. At any point, a user can ask Copilot in Field Service to generate a recap and avoid clicking through the user interface to get caught up.

Technicians get the ability to summarize their work orders with Copilot within the Field Service mobile application. The summary provides them with meaningful context of the work they are about to perform. It can include notes, diagnostic information, key events in the work order lifecycle, and recommendations.

New mobile user experience:

Unified Client user experience:

The schedule assistant feature can efficiently match resources with requirements. However, it can be challenging to find matches between resources and requirements across different time zones and locations. This feature addresses the challenge with Time zone-agnostic matching. Resources and requirements can be matched based on relative availability, regardless of their respective time zones. For example, if a resource works from 9 AM to 5 PM in their local time, they can be matched with a requirement that spans 9 AM to 5 PM in their local time, even if the resource and requirement are in different geolocations with different time zones.

With this new feature, organizations can overcome the challenges of managing resources across different geolocations, ensuring that projects are staffed efficiently and effectively.

We've encountered issues with the updated schedule board that we recently released. As a result, we are temporarily disabling the updated board to address these issues before reenabling. We are fully committed to delivering this update and will communicate our plans to roll it out once the issues have been resolved. In the meantime, the board will revert back to its prior functionality. If you have manually installed Universal Resource Scheduling solution version 3.12.144.84, we will remotely disable the update with no further action required on your end. If you are on any other prior version of the Universal Resource Scheduling solution, there will be no change to your schedule board.

• Enhanced user experience: The improved schedule board architecture signifies a shift from extJS to React, which allows for a more responsive user interface, leading to a more intuitive and satisfying user experience for technicians and dispatchers.
• Improved performance: An efficient diffing algorithm and a virtual Document Object Model (DOM) result in improved update and load times. The schedule board loads faster and reacts instantly to user interactions, even under heavy load.
• Future-proof: The new architecture is up to date with the latest advancements in web technology, which improves maintenance and upgradability.
• Usability and modernization improvements: The updated schedule board will bring highly requested customer asks such as a working-days-of-the-week selector, week numbers, ability to reorder tabs per user, day line visibility, and accessibility improvements.

Dispatchers often spend a considerable amount of time and energy to review and adjust each technician's schedule as conditions change throughout the workday:

• A technician has one or more cancellations in the afternoon. What would be the most optimal requirements to use to fill the open slots, so that promise windows are kept and high-priority work is preferred and is located around the same neighborhoods that the technician is due to travel to?
• A technician is running over the planned time for the current booking and as a result they will be late for the next booking and the delay might cascade to subsequent bookings. How best to adjust the bookings for the remainder of the day?
• A technician recovered from illness sooner than expected and is now available for work earlier than planned. What would be the best way to schedule work for them when they return?
• A technician’s schedule appears to contain a lot of low-priority work that isn't due for weeks. How best to improve the schedule with work that better meets desired business goals?
• A technician’s schedule for the day has been built manually or with the schedule assistant. What would be the best way to rearrange the schedule so that the resource’s travel time is reduced?

In each case, the dispatcher has to carefully assess the situation, determine which business goals apply, and then proceed to update the schedule manually, one booking at a time.

With this release of the Scheduling Operations Agent, dispatchers can just ask Copilot to provide the best schedule for the affected technician. Within seconds, the dispatcher gets a suggested schedule for review, and can apply the updates.

Copilot can be directed to optimize for the desired business goal, such as to maximize technician usage or work order priority. It can intelligently choose among existing bookings and new unfulfilled work orders based on factors like skillset match, territories, and customer promise windows. Users can access the feature from the Copilot side pane anywhere within the Dynamics 365 Field Service application.

The legacy schedule board has been deprecated since April 1, 2023. Starting October 1, 2024, the legacy schedule board will be permanently disabled, and all users will be redirected to the new schedule board experience.

Users who previously accessed the schedule board through a hardcoded URL will need to change the URL in the site map to /main.aspx?pagetype=entitylist&etn=msdyn_scheduleboardsetting.

The hardcoded URL to access the legacy schedule board will no longer be supported.