Plan and prepare for Dynamics 365 Field Service in 2024 release wave 1

Important

The 2024 release wave 1 plan covers all new functionalities planned to be delivered to market from April 2024 to September 2024. In this article, you'll find the product overview and what's new and planned for Dynamics 365 Field Service.

Overview

Dynamics 365 Field Service is an industry-leading field service management application that allows companies to transform their service operations with processes and experiences to manage, schedule, and perform. Field Service helps connect people, places, and things to deliver customer-centric experiences.

It includes work order management, resource scheduling, asset management capabilities, and frontline worker tools. Field Service allows organizations to move from paper-based reactive service to delivering proactive and predictive world-class service, empowering digital transformation and allowing innovative business models such as outcome-based service.

In the 2024 release wave 1, we bring the next generation of Copilot-first, modern, task-oriented experiences to general availability, new work order experiences for service managers and frontline workers, and experiences integrated into Microsoft Teams and Outlook using the power of AI with Copilot.

In addition to modernizing our experiences and infusing them with AI, we also enable organizations to more effectively manage operations with seamless vendor management, native integration with finance and operations apps, and new capabilities for resource scheduling.

Get ready for the power of Dynamics 365 Field Service and elevate your service operations to deliver world-class service.

Updates to Dynamics 365 Field Service 2024 release wave 1

Investment areas

Boost technician productivity
Service technicians and frontline workers are the essence of any field service organization. They’re the vanguard of providing excellent customer service by fixing the customers' issues. It's critical that frontline workers have the best digital tools that enable them to engage with their peers, the back office, and customers while staying on top of their field duties. Empowering technicians and frontline workers to perform better service and achieve high first-time fix rates is a core objective of Field Service.

The core of the technician experience is via the Field Service Mobile app. With its rich set of features that work in offline conditions, the Field Service Mobile app is the trustworthy companion for frontline workers.

Copilot and AI innovation
Copilot transforms the Field Service experience for both managers and frontline workers. Managers are more productive and deliver a better service experience with Copilot helping them manage and schedule work across their workforce. Frontline workers can spend more time focusing on fixing issues with Copilot helping to find and update critical information. Copilot helps keep users in the flow of work across interfaces on the web, mobile, and Microsoft 365, allowing managers and frontline workers to ask questions, update information, and streamline their process across Microsoft 365 apps and Field Service.

Optimize resource scheduling
Resource management and scheduling optimization are at the heart of field service management. Resource scheduling enables service organizations to triage unscheduled work orders and cases efficiently and schedule the nearest matching technicians to deliver service to their customers. The schedule board offers scheduling capabilities for dispatchers, project managers, and resource managers in different views and extensibility capabilities for partners to tailor functionality to their needs.

Stay in the flow of work with Microsoft 365 apps
Seamless integration for Field Service operations within your familiar Microsoft 365 applications is crucial for Field Service organizations. Frontline managers and workers can start their day through Viva Connections, and perform essential tasks directly within Microsoft Teams and Outlook Copilot, eliminating the need to switch between apps. By integrating these capabilities, we empower frontline teams to streamline their workflows and enhance productivity.

Frontline managers and workers can create, view, and manage work orders without leaving their Microsoft 365 applications. Additionally, we're continuously blending collaboration and systems of engagements by merging these two types of apps into a cohesive experience. Whether it’s responding to customer emails in Outlook with Field Service specific Copilot prompts or updating work order statuses in Teams, everything happens right where you work.

Streamline work order management
Streamlined workflows and Copilot's assistance enable service managers to efficiently allocate resources, coordinate schedules, and monitor progress, ensuring operational efficiency. Dynamics 365 Field Service fosters collaboration with field technicians and customers, maintaining a high level of customer satisfaction, while advanced analytics empowers service managers to analyze feedback and metrics, identifying areas for improvement and enhancing service quality and customer experience.

In this wave, we continue to invest in enhancements to existing Copilot experiences, bug fixes, performance improvements, and addressing top customer-identified product gaps.

Discover how Dynamics 365 Field Service can transform your service processes and elevate your operations.

To learn more about the entire set of capabilities being delivered during this release wave, check out the release plan for Dynamics 365 Field Service below:

Check out the release plan

For application administrators

User-impacting features to the user experience enabled automatically
User-impacting features should be reviewed by application administrators. This facilitates release change management and enables successful onboarding of new capabilities released to market. For the complete list, look for all features tagged "Users, automatically" in the release plan.

Features that must be enabled by application administrators
This release wave contains features that must be enabled or configured by administrators, makers, or business analysts to be available for their users. For the complete list, look for all features tagged "Users by admins, makers, or analysts" in the release plan.

Get the most out of Field Service

Helpful links	Description
Release plan	View all capabilities included in the release.
Licensing	Improve your understanding of how to license Field Service.
Product documentation	Find documentation for Field Service.
User community	Engage with Field Service experts and peers in the community.
Upcoming events	Find and register for in-person and online events.
Product trials	Get started with Field Service.