Modernize your customer experience with technician location tracking and direct customer feedback

Important

Some of the functionality described in this release plan has not been released. Delivery timelines may change and projected functionality may not be released (see Microsoft policy). Learn more: What's new and planned

Enabled for Public preview Early access General availability
Users by admins, makers, or analysts Feb 2021 - Apr 2021

Business value

Improve your customer experience by providing visibility into upcoming service visits. Automated service visit reminders will ensure customers are ready and available when the technician arrives, eliminating wasted trips due to customer unavailability. Real-time location tracking while the technician is in route helps your customers better plan their day around a service visit. Direct customer feedback following a service visit will drive improvements within your field service technician workforce.

Feature details

This business value will be delivered with the following capabilities:

  • Automated service schedule reminders and notifications of service time changes are sent to your customers via email and SMS. 
  • On the day of service, send a notification informing your customer of the technician's estimated arrival time, with ability to track the technician's progress to destination in real time.
  • Collect feedback from your customers on their experience to drive improvement and growth within your field technician organization.

Note

This feature is available in Unified Interface only.