Field Service now integrates with finance and operations through Project Operations.

In this model, products and services you capture on work orders in Field Service flow into Project Operations as estimates, actuals, and materials usage lines on projects. The data includes cost and pricing information. The system uses existing integration to write this data to finance and operations. These records show internal estimated and actual costs. For Time and Materials projects, they also show unbilled sales. This integration aligns with the Master Planning process in Supply Chain, so you can plan raw materials for service scenarios. The integration respects company alignment and ensures legal entity consistency across systems. Technicians keep working in Field Service without any changes to their workflow.

Because this integration supports schema extensibility, you can add custom fields or entities in Field Service and have that data flow through Project Operations into finance and operations. This capability gives your teams the flexibility to tailor the integration to your unique reporting and operational needs.

Link Field Service and Project Operations

Link work orders and agreements in Field Service directly to projects in Project Operations. This connection creates a shared financial framework that ties service work to project billing and cost tracking. When you link a work order to a project, estimates and actuals captured in the field automatically flow into Project Operations.

Estimates and actuals flow

• Work Order Products and Services that you mark as Estimated in Field Service generate project estimate lines in Project Operations. This feature helps you forecast more accurately.
• When you mark items as Used, you create material usage records that convert into project actuals. With this setup, you can see:
  • What was used
  • What it cost
  • How it impacts your margins

Field Service acts as the pricing and cost source. It ensures that the system passes what you record in the field through to Project Operations for consistent reporting and billing.

Centralized billing and invoicing

Project Operations handles billing and invoicing centrally, using data directly from Field Service. This approach:

• Reduces manual effort
• Improves accuracy
• Gives both service and finance teams a single, reliable view of the work and its financial impact

Customize your Copilot in Field Service side pane experience with Copilot Studio.

• Makers can customize Copilot chat with existing Copilot Studio component collections (Preview) or create their own components to enable custom workflows.
• Field Service work order and scheduling topics are now available as Copilot Studio component collections, allowing makers to enable them for Field Service or custom model-driven applications.

We're rolling out accessibility enhancements to Field Service:

• Subgrids on the Opportunities, Actuals, Invoices, and Quotes forms now use the fully keyboard-friendly OneGrid component, replacing the legacy Power Apps Wijmo Grid. With this update, the column menu in Field Service grids supports complete keyboard navigation, so users can sort data, apply filters, and adjust column widths without relying on a mouse. This enhancement significantly improves accessibility for users who depend on keyboard navigation or assistive technologies, such as screen readers, by ensuring all menu options are reachable and properly announced.

• The new work order form refactors the date and time promised fields to make screen reader interpretation clearer. This update simplifies navigation and ensures that promised times are accurate.

Global organizations have service areas where postal codes are identical in different countries. When you add a country code to your postal code table, the territory automatically matches based on both the country code and postal code.

As a maker, you can manage your organization's license compliance through Power Apps solution checker. With the introduction of a new license category, makers can run solution checker to see if tables, SDK operations, and UI controls require a Dynamics 365 license. The license-checking rules don't check individual user licenses within your organization. Instead, solution checker verifies the presence of any Field Service-related components in your solution.

The Dynamics 365 Field Service app changes to use a monthly channel instead of a semi-annual channel. With this change, user-impacting features ship each month instead of waiting for the next twice-yearly release.

The model-driven apps release channel has three values: Auto, Monthly, and Semi-annual.

The app release channel setting for Dynamics 365 Field Service apps controls the behavior of the app release channel. The "Auto" value defines the behavior if no explicit selection of "Monthly" or "Semi-annual" was made. With 2024 release wave 1, the app release channel value changes from "Auto" to "Monthly". To continue using the semi-annual channel, makers can change the app release channel to "Semi-annual" before 2024 release wave 1 to ensure the release channel behavior doesn't change. Every existing Dynamics 365 custom app has to be changed. With 2024 release wave 2, the "Auto" setting changes to use the monthly channel.

For more information, see Release Channel Overview.

In this release wave, Field Service integrates with Dynamics 365 Business Central. This integration streamlines the end-to-end process of managing service operations and ensures a smooth flow of information between the two systems.

Users can easily create and manage work orders in Field Service, track the progress of service tasks, assign resources, and capture consumption details. When users complete the work order, the integration enables smooth transfer of data to Business Central for further processing.

The integration also facilitates invoicing and fulfillment of work orders in Business Central. Users can generate accurate invoices based on the service activities performed and the consumption recorded in Field Service. This process ensures timely and accurate billing, improving financial management and customer satisfaction.

By integrating Business Central with Field Service, you get a unified and efficient workflow. This integration removes the need for manual data entry or duplication, so it reduces errors and saves valuable time. It also gives you a comprehensive view of service operations and financials, so you can make better decisions and improve operational efficiency.

In the previous release wave, we introduced the new work order experience in Field Service for all users. Since the launch, we’ve actively listened to your feedback, closed gaps, and improved the experience. Your insights played a key role in shaping the evolution of our service. The new experience has a modern design and aligns with common daily tasks. It also reduces unnecessary information, saves clicks, and simplifies the user experience for service managers. Starting this wave, all organizations, both new and existing, use this experience as the standard option. Learn more about the new experience, including ways to change defaults.

To address your feedback, we made several enhancements and introduced new functionalities:

• Booked resources visibility: See booked resources directly on the work order grid, so you don't need to drill into the work order itself. You can visualize the booked resources and access the people card to contact them as needed.

• Functional location hierarchy breadcrumb: To help you better understand the location of a functional location within a building, the breadcrumb displays the hierarchy. For example, you can quickly see that Room 1 is on Floor 2 of Building A at Campus Z.

• Grid performance and functionality improvements: We boosted the grid’s performance by up to 80 percent and added support for sorting and filtering, so you can work more productively and efficiently.

• Navigable related records: Makers can turn on or off the ability for users to navigate to related records from the grid by making the records clickable. This capability extends the previous functionality where only the work order ID was clickable.

• Improved color picker: The new color picker in the priority and booking status experience lets you choose from a set of preselected colors that contrast well with the new experience. You can also choose your own colors.

These new features are part of our ongoing commitment to improving your experience and productivity with Dynamics 365 Field Service. We look forward to continuing to evolve the work order experience based on your feedback.

This feature enables seamless integration between Dynamics 365 Field Service, Dynamics 365 Finance, and Dynamics 365 Supply Chain Management by simply turning on a toggle.

With this feature, you get an end-to-end service that organizations can use to digitally transform their entire operation. Most Field Service organizations need robust financial capabilities for billing, payments, and accounting scenarios. This integration offers a unified experience between Field Service and finance and operations apps.

• Sync real-time pricing and costing information from work orders into finance and operations apps.
• Automatically update finance and operations apps as you execute work orders for real-time financial and inventory integration.
• Take advantage of all that finance and operations apps offer for invoicing, accounting, inventory management, and more.

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.

Upgraded architecture provides a more responsive user interface when creating bookings, using schedule assistant, and loading the schedule board. Technicians and dispatchers enjoy a more satisfying user experience.

Organizational units get a new field for an address. If your system is connected to maps and allows automatic address geocoding, use the new field to specify the location of the organizational unit. The system converts the address to latitude and longitude values to determine the exact location. You can also continue to enter latitude and longitude directly.

This feature redesigns how short bookings appear on the schedule board. There are three main enhancements:

1. When the booking card is narrow, the text truncates and displays in a clean, legible way.
2. Icons stay within the booking card and don't overlap with text.
3. Booking titles always show, even when more lines of text can't fit in the booking card.

Sharing a schedule board tab is an important activity for businesses. A dispatcher might need help from a coworker who shares a common source of information. Or a manager might need to set up coverage for an employee going on leave by using an existing workflow.

With this feature, users can share schedule board tabs directly from the tab's settings pop-up window. By creating a custom URL to manage permissions, it removes the need to access the schedule board settings record.

Characteristics play a crucial role in the scheduling workflow because they make sure a resource is qualified to perform a specific task. You can set up important characteristics in the system and assign them to relevant resources.

The user interface renames the term Skill to Characteristic. It also renames the term Proficiency model to Rating Model. Currently, these terms appear as synonyms.

Consistent terminology helps users find the information they need. It also aligns with the underlying Dataverse table schemas.

There are three major enhancements to zoom behavior on the schedule board:

1. Zooming pivots around the user's cursor location instead of the current time. This change lets users zoom in and out without going back and forth on the timeline.
2. Zooming in and out uses more natural sensitivity and bounds, which reduces the likelihood of accidentally zooming too far out or in.
3. The time scale slider uses legible labels that show the time range currently displayed on the board instead of a pixel count.

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.

This feature enhances the Field Service to finance and operations integration by leveraging Project Operations support for stocked products to enable tracking dimensions. When stocked products are used on work orders in Field Service, users can now specify detailed inventory attributes such as site, warehouse, inventory location, and, where applicable, serial or batch numbers. These values flow through Project Operations into finance and operations, enabling full traceability of materials from field activity to financial reporting.

By building on Project Operations capability to manage stocked products in project-based scenarios, this enhancement allows organizations to:

• Maintain visibility into tracked inventory across Field Service and finance and operations.
• Improve inventory accuracy and material accountability.
• Support regulatory compliance and audit readiness through end-to-end traceability.
• Enable more precise material usage reporting and cost tracking in project-based service scenarios.

This capability complements the new Connect Field Service to finance and operations using dual-write integration pattern to streamline work order data flow, reduce manual updates, and improve operational efficiency. Work order data—including estimates, material usage, and actuals—flows seamlessly into Project Operations and onward to finance and operations. With tracking dimensions now supported, organizations gain deeper insight into inventory movement and usage across the service and finance landscape.

This feature is available in deployments where Field Service is integrated with Project Operations and finance and operations.

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.