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AI-powered work order update (preview)

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[This article is prerelease documentation and is subject to change.]

With the help of Copilot in Dynamics 365 Field Service, technicians can update work orders in the new user experience of the Field Service mobile app. This AI-powered feature allows frontline workers describe work performed in natural language using standard text or speech-to-text capabilities. Based on their input, Copilot recommends updates to fields on the work order, and updates them after confirmation.

Important

  • This is a preview feature.
  • Preview features aren't meant for production use and may have restricted functionality. These features are available before an official release so that customers can get early access and provide feedback.

The work order update feature adheres to responsible AI guidelines and avoids information that violates certain restrictions.

Prerequisites

  • Your environment must be in the United States or the United Kingdom.

  • The feature is disabled by default for environments in the United Kingdom. An administrator must enable it.

  • You must have a paid Field Service environment. Copilot isn't available in trial environments.

  • You must update your environment to the latest 2023 wave 2 build

  • You enabled the new mobile experience.

Enable Copilot to update work order

A user with administrator permissions can enable this feature. Open the Field Service Mobile app module and change to the Settings area. Go to Mobile settings > Features and enable the Copilot for New Mobile Experience toggle.

Work order fields that the feature updates

Copilot can update the following fields on a work order from the new user experience in the mobile app:

  • Booking status

  • Booking times

  • Work order service task completion

  • Work order product quantity

  • Work order product line status

  • Work order service duration

  • Work order service line status

Open Copilot from the mobile app

Open a booking in the new mobile user experience and select the Copilot icon. Select the Update option to start describing your update.

Mobile device showing the Copilot control with options to Summarize and Update work orders.

Review the suggested updates and confirm them as you see fit.