When frontline workers have network access on their mobile device, they can switch the application to online mode. With online mode, they get access to Dataverse data in the cloud.

• Users can switch between online and offline-first modes.
• Field Service Mobile application keeps syncing in online mode. It stays up to date and ready to switch back to offline mode if network connectivity is lost.
• A sync icon shows the application mode for users at a glance.

Use new data available in Application Insights to build reports and dashboards for your organization.

Within Application Insights, you can get data to report on:

• Offline-sync statistics per user, including first sync, delta sync, sync duration, and payload size.
• Sync success or failure rate, including sync errors.
• End-user mobile device make and model.

When you configure your mobile offline profile, you can now choose which columns to download for each offline-enabled Dataverse table.

• The updated mobile offline profile configuration interface shows how many columns you select and lets you select individual columns for each table.
• The system shows which columns the application requires.
• Users can select columns for unique business scenarios or customizations.

Frontline workers can now get remote assistance through a video call with 3D spatial annotations, right within Teams mobile. Users no longer need to switch apps to use Remote Assist when collaborating within Teams on their mobile devices.

This feature is currently available on iOS devices, with Android devices coming soon.

When you configure your forms to capture customer signatures, use the enhanced signature control instead of the existing pen input control. This enhanced feature offers a more accessible alternative to drawing signatures by enabling users to type their signature with the keyboard.

If you're using the out-of-the-box forms provided by Field Service, the new signature control is already enabled. To add this functionality to your custom form, add your signature field to the form (or your custom multiline text field where you store customer signatures), and add the new signature control as a component. You might need to look for it in the list of all available components. Your technicians get these benefits:

• Capture signatures by drawing or typing
• Capture signatures in all supported platforms (iOS, Android, Windows)
• Capture signatures in both portrait and landscape orientation on phones, tablets, and laptops

With the configurable list view:

• Makers can choose which columns appear in the mobile list view.
• The list view icon is removed, saving the limited mobile screen space.
• Unnecessary commanding options are removed, giving more focus to the data within the list.

Agenda view includes:

• Scroll to see bookings across multiple days, from 90 days in the past to 90 days in the future.
• Usability enhancements for easy visibility, such as large colored labels for booking status and day separators.
• Swipe gestures for quick actions, like changing the booking status.
• Shortcuts, such as the Get Directions icon, to start navigation to a booking from within the agenda view.
• Visible out-of-the-box columns, such as booking name, booking start time, duration, and customer name, so technicians can see an overview of the booking without opening its details.
• Customization options for organizations to match their business scenarios with the agenda view by editing existing columns or adding new columns.

Field Service mobile app users get two new settings in their Offline Status Page. These settings let them control the automatic sync intervals and the connection type.

• Sync interval: Adjust the sync interval to sync more or less frequently depending on your needs. You can also choose to not automatically sync at any interval if you want to sync on demand.

• Sync on Wi-Fi: Choose if automatic sync happens on cellular networks and Wi-Fi connections or only when connected to a Wi-Fi network.

With the new native mobile user experience, users get:

• Modern look and feel in the home page, views, and other aspects of work order management.
• Refreshed user experience, bottom navigation bar, left navigation, and settings area.
• Large touch targets for ease of use and accessibility.
• Simplified booking list experience, with the ability to change status with swipe gestures and quickly get directions.
• Embedded guides for step-by-step instructions with embedded pictures and branching flows.
• Access to the unified interface extensions or customizations you make in the app through a simple transition experience.

Service organizations often use numerous procedures, forms, and checklists stored in various formats like paper or PDF files. With Copilot in Field Service, makers can quickly digitize these documents and integrate them into Field Service work orders.

Copilot converts the uploaded documents into draft inspection templates that makers can edit and publish. Technicians fill in these templates when completing work order tasks in the Field Services mobile app.

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. 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 you're 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?".

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

• Makers can select the tables and columns that Copilot uses to create the summary in natural language.
• After setting up the summary, you can generate a preview summary from an existing record with real data before saving the configuration.

During busy times, crafting effective emails for customer communication can be challenging. This challenge can lead to reduced customer engagement and inefficiency. Copilot-assisted email responses help dispatchers and service managers overcome these obstacles. Copilot helps create personalized, high-quality emails that cater to specific customer needs. It supports users in composing emails that are clear, concise, and engaging for their customers.

We're excited to introduce two new email response prompts powered by Copilot: Schedule confirmation and Schedule proposal. Looking ahead, we aim to broaden these prompts to encompass additional options, such as requests for clarification, work order summaries or updates, and work order reports. Stay tuned for more ways Copilot can enhance your email communications.

Technicians can use Copilot to summarize their work orders within the Field Service mobile application. The summary gives them meaningful context for the work they’re 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:

Frontline workers and field service technicians can look up work order information while on the job through an intuitive natural language Copilot experience within Microsoft Teams. With Copilot, they can access the information they need to complete their tasks at any time using natural language queries. Microsoft Copilot makes it easy for technicians to retrieve and update work order information through a natural language interface.

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 integration ensures that technicians always have the most up-to-date information at their fingertips.

Designed with field conditions in mind, you can access Copilot on various platforms (web, Teams) and devices (desktop or mobile), providing real-time assistance whenever and wherever you need it. This adaptability ensures that technicians stay agile and well-informed across different field scenarios.

Work order recaps highlight important information about a work order, such as notes, products, services, tasks, and activities. Recaps help users catch up without digging 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.

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

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

We encountered issues with the updated schedule board. To fix these issues, we're temporarily disabling the updated schedule board. We're committed to delivering this update and will share our plans to roll it out once we resolve the issues. In the meantime, the schedule board reverts to its prior functionality. If you manually installed Universal Resource Scheduling solution version 3.12.144.84, we remotely disable the update with no action required on your part. If you're on any other prior version of the Universal Resource Scheduling solution, there's no change to your schedule board.

• Enhanced user experience: The improved schedule board architecture brings a shift from extJS to React. This change provides a more responsive user interface and creates a more intuitive and satisfying user experience for technicians and dispatchers.
• Improved performance: An efficient diffing algorithm and a virtual Document Object Model (DOM) give you better update and load times. The schedule board loads faster and reacts instantly to user interactions, even under heavy load.
• Future-proof: The new architecture uses the latest advancements in web technology, so maintenance and upgrades are easier.
• Usability and modernization improvements: The updated schedule board brings highly requested features like a working-days-of-the-week selector, week numbers, the ability to reorder tabs per user, day line visibility, and accessibility improvements.

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

• A technician has one or more cancellations in the afternoon. To fill the open slots, what requirements optimally keep promise windows, prefer high-priority work, and locate work around the same neighborhoods that the technician is due to travel to?
• A technician is running over the planned time for the current booking. As a result, they're late for the next booking, and the delay might cascade to subsequent bookings. How do you best adjust the bookings for the remainder of the day?
• A technician recovers from illness sooner than expected and is now available for work earlier than planned. What's the best way to schedule work for them when they return?
• A technician’s schedule contains a lot of low-priority work that isn't due for weeks. How can you improve the schedule with work that better meets desired business goals?
• A technician’s schedule for the day is built manually or with the schedule assistant. How can you rearrange the schedule so that the resource’s travel time is reduced?

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

With this release of Scheduling Operations Agent, dispatchers can 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.

Direct Copilot to optimize for the business goal you want, such as maximizing technician usage or work order priority. Copilot intelligently chooses 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 is deprecated since April 1, 2023. Starting October 1, 2024, the legacy schedule board is permanently disabled, and all users are redirected to the new schedule board experience.

Users who previously accessed the schedule board through a hardcoded URL 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 isn't supported.

• Add a new morning shuffle control that manages membership of crews on a single day. Users can add and remove resources from a crew, or swap resources between crews for that work day, so they can efficiently fill any gaps. The system adds or removes previously scheduled bookings to the relevant resources to reflect the changes.
• Add an optional Optimal Size field to the crew resource type so schedulers can easily see how many crew members are needed to fill a given crew.
• Fix and improve the logic that cascades changes to crew bookings between crew members, especially when members are added or removed from a crew.

Dynamics 365 Field Service and Microsoft Planner give users a single place to view and manage all of their work-related and personal tasks.

This integration syncs Field Service work orders into Microsoft Planner, along with existing non-work order tasks, so users have one stop to see their daily workload.

• The Planner landing screen shows all work and personal tasks and groups them accordingly.
• With the Field Service integration enabled, assigned work orders show in the user's plan, next to existing tasks.
• Select a work order to preview the details and open the work order.
• After updating or completing a work order, the user goes back to Planner to review other open tasks.

When you post a link to a work order in a Teams conversation, you get a preview of the work order. Showing a link preview, also known as an unfurled link, removes the need to switch between the chat conversation and the Field Service application. You can create and edit work orders in context, stay in your workflow, and save time. This feature also improves collaboration and increases productivity for frontline workers and managers, especially during critical moments that need immediate assistance and guidance.