Field Service Mobile App User’s Guide

Applies to Dynamics 365 (online), version 9.x

Field Service for Microsoft Dynamics 365 (mobile) give your field agents all the information they need to get to a customer location and complete work orders quickly.

Before you can start using Field Service - Dynamics 365 (mobile), your Dynamics 365 administrator will need to install a mobile solution. More information: Install the Field Service mobile app

Install the mobile app

Field Service - Dynamics 365 (mobile) is supported on the following devices:

  • Windows 10

  • iOS 6 +

  • Android phone

    To download the app, search for Field Service Mobile in your device's app store.

    Download the Field Service Mobile app

Sign in

Now that you've installed Field Service - Dynamics 365 (mobile), let's get started! First, you need to sign in. You'll need your Dynamics 365 web address, user name, and password. If you don't have any of these, contact your Dynamics 365 admin. More information: Find your Dynamics 365 administrator or support person

  1. When the app is installed, sign in with your Dynamics 365 credentials, and then tap Sync.

    Sign-in screen for the Field Service Mobile app

  2. After you sign in, you'll see the Home screen. Here, you can tap Setup to see or change your sign-in information.

    Home screen in the Field Service Mobile app

  3. To sync your device to the server, tap the Sync button. This downloads changes made on the server to your device, and uploads information from your mobile device to the server.

    Sync the Field Service Mobile app device

Work online or offline

Field Service - Dynamics 365 (mobile) lets you work online or offline. Online mode requires an Internet connection; offline mode does not.

You can configure the app to sync when it launches, when information changes, or every few minutes. Your system administrator configures this setting.

Online mode

When you’re working online, information continuously syncs with the server, so you don’t need to manually sync your device.

  • To work online, tap the Online/Offline mode button. This is how the button looks when you’re online.

    Online mode in the Field Service Mobile app

Offline mode

When you're working offline, all the information you need is downloaded to your device. This way you can continue your work even without an Internet connection. When you enter information, it’s saved to your device and sent to the server on the next sync.

  • To work offline, tap the Online/Offline Mode button. This is how the button looks when you’re offline.

    Offline mode in the Field Service Mobile app

Get around the app (for all security roles)

When you first sign in to Field Service - Dynamics 365 (mobile), you’ll see your home screen, which shows you a list of actionable items. To get more information, tap any of the items on the left.

Note

If you have a Field Service admin, dispatcher, inventory purchase, or resource (field agent) security role, you can use Field Service - Dynamics 365 (mobile). However, depending on your security role, you may not have permission to access or change certain data in the app. More information: Find your Dynamics 365 administrator or support person

Dashboard

Your dashboard provides a quick overview of business data. Depending on how things are set up in Field Service - Dynamics 365 (mobile), you may see a default system dashboard or one that you created. More information: Create or customize dashboards

Dashboard screen in the Field Service Mobile app

Accounts

In Accounts you can see a list of your service accounts.

To see where all of the accounts are located on a map view, tap the Map View button.

To add a new account, tap the + button , and then add your information.

Account view in the Field Service Mobile app

Tap an account name to see the account information.

Tap the Edit Account button to edit the account info, such as name, address, and phone number.

To get more information related to the account, tap any of the buttons at the bottom.

Edit account view in the Field Service Mobile app

Bookable Resources

In Bookable Resources shows your work order bookings.

By default, work orders are listed in the Agenda view. To change views, tap Day, Week, or Month.

Bookable Resource Bookings in the agenda view

Contacts

Contacts shows a list of all your account contacts.

To see where your contacts are located on a map, tap the Map button.

To add a new contact, tap the + button, and then add your information

Contact view in the Field Service Mobile app

Tap a contact’s name to see the account information.

Tap the Edit button to edit the contact's info, such as name, email address, and phone number.

To get more information about the contact, tap any of the buttons at the bottom.

Edit a contact

Customer Assets

In Customer Assets you'll see which products a customer uses.

To add new customer assets, tap the + button, and then add the asset information.

Add new customer asset

To see information related to the asset, tap the asset name on the left.

Edit customer assets

Products

Products shows a list of your products, including the price, type of product, quantity on hand, and more.

To add a new product, tap the + button, and then add the product information.

Add new product

To see details about the product, tap Products, and then tap a product in the list.

View more product info

Agreements

Agreements is where you can see customer contracts.

Time off requests

  1. If you need to take time off or you are not available to take a new work order, tap Time Off Requests, and then tap the + button.

  2. Fill in your time off information, and then tap the Save button.

    Note

    This will gray your name out on the schedule board, which lets the dispatcher and scheduling assistant know that you aren't available.

    Request time off

Map

The map shows the location of your accounts and contacts on a map.

To filter the view, tap Accounts or Contacts.

Map view

Calendar

The calendar shows your appointments on a calendar.

Setup

To see or update your setup or sign-in information, tap Setup.

About

To see which version of the app you’re using, tap About.

Tap the Menu button in the top right to send logs, view privacy info, and more.

About the Field Service Mobile app device

For field agents

Field agents can use the mobile app to review work orders and get all the information they need to complete the job.

Review work order bookings

When a work order is assigned to you, it shows up in Field Service - Dynamics 365 (mobile).

By default, you can only see work orders for the current day plus the next 7 days, that have a status of scheduled, traveling, or in progress. Once a work order is completed, you can no longer see it in Field Service - Dynamics 365 (mobile).

  1. To see your work order bookings, tap Bookable Resource Booking.

  2. By default, work orders are listed in the Agenda view. To change views, tap Day, Week, or Month.

    Bookable Resource Bookings in the agenda view

    You can also tap the Arrow button to see your bookings for the next day. Or, you can use the filter to see work orders with a specific booking status.

    Booking info view

Open a work order

  1. To open a work order, from the list of bookings, tap the work order that you want to open. The work order opens on the right.

  2. To open the work order in full screen view, at the top, double-tap Work Order.

    View work order

See the location of a work order on a map

  1. Open the work order, and then tap Map. This shows the location of the work order on a map.

  2. To get driving directions, tap the Driving Direction button. This opens the default driving directions app on your mobile device. It provides turn-by-turn directions from your location to the work order location.

    Work order map view

Update the work order status

The minute you start driving to the next job, it’s important to update the status of the work order. This keeps the dispatcher up to date on what’s going on with the work order, and lets the dispatch team provide the customer with the current status.

  1. Open the work order, and then tap Booking.

  2. Tap Add button for Booking Status.

  3. Select a status. If you’re driving to the work order location, then update your status to Traveling.

    Update booking status

    Note

    Make sure to update the status again when you arrive on site, and again when you complete the work order.

  4. When you’re done, tap the Save button.

    Note

    When the work order is complete, remember to mark it as Completed.

Update the work order start time

When a dispatcher schedules a work order, the booking will have a start and end time. This may be the time promised to the customer, but if you’re running late or the job is taking longer than expected, it’s important to update the start and end time. This automatically keeps the dispatcher up to date on the schedule board.

  • Open the work order, tap Booking, and then change the Start Time.

    Update work order start time

Check the work order details

To get more information on what work needs to be done for the service call, look at the Info, Other, and Incidents tabs.

The Info tab provides service account info, address, priority, and more.

Work order Info tab

The Other tab provides billing account info, service time windows, price lists, and more.

Work order Other tab

The Incidents tab shows which incidents are linked to the work order.

Work order Incidents tab

Check service tasks, products, and services

When a work order is created, incidents are added to the work order, which includes a list of service tasks, products, and services.

Service tasks let a field agent know what tasks need to be performed for the work order. Products tell them what products they might have to use to complete the work order. Services show the hours needed to complete the work.

Check service tasks

  1. Open the work order, and then tap Service Tasks.

    List of service tasks

  2. Tap a service task to open it.

  3. When the service task is open, add notes, mark percentage complete, and how long it took to complete the task.

    Work Order Service Task details view

  4. When you’re done tap, the Save button.

Check products

  1. Open the work order, and then tap Products.

  2. Tap a product name to open it.

    List of products

  3. Mark if the product was used, enter the correct quantity, make sure the price is correct, and add any additional notes.

    Mark product as used

  4. When you’re done, tap the Save button.

Check services

  1. Open the work order, and then tap Services.

  2. Tap a service name to open it.

    List of labor service

  3. If the service was performed, mark it as used, and then add any additional information.

    Mark service as used

  4. When you’re done, tap the Save button.

Add notes, pictures, signatures, and more

When you’re working on a work order you can add your notes, attachments, pictures, and signatures.

Add a picture

  1. Open the work order, tap Notes, and then tap the Camera button.

    Add picture

  2. Tap the Camera button to take the picture

  3. Adjust the picture as needed, and when you’re done, tap the Save button.

Add notes

  1. Open the work order, and then tap Notes.

  2. To add notes, tap the Add button + .

    Add notes in the Field Service Mobile app

  3. Add your notes in the Description area.

    Type notes in field service

  4. When you’re done, tap Save.

Add attachments, signatures, record video, and more

  1. Open the work order, and then tap Notes.

  2. Tap the Add button + .

  3. Tap the Menu button to add attachments, signatures, record video and more.

    Add attachments and signatures

  4. When you’re done, tap Save.

Create a follow-up

If work still needs to be done, you can create a follow-up booking.

  1. Open the work order, and then tap Booking.

  2. Tap the Menu button , and then tap Create follow up.

    Create a follow up

  3. Tap Open, and then add your information

  4. When you’re done, tap Save.

Privacy notice

By installing and using the Field Service for Microsoft Dynamics 365 mobile app on a mobile device, users consent to transmission of user organization's assigned ID and assigned end user ID, and device ID to Microsoft and Resco.net, Inc. for purposes of providing the services and verifying that the software is properly licensed.
 
If users use the Field Service for Microsoft Dynamics 365 mobile app to connect Dynamics 365 with Glympse Services, by installing or using the software, users consent to transmission of Customer Data to Glympse for purposes of enabling real-time location based services. This feature requires that an authorized user or administrator integrate and configure organization's existing Glympse account to work with Dynamics 365. Use of Glympse Services is subject to the terms and privacy statement that apply to your Glympse account.
 
If users use the App to connect to Microsoft Dynamics CRM (online) or Dynamics 365 (online), by installing the App, users consent to transmission of their organization's assigned ID and assigned end user ID, and device ID to Microsoft for purposes of enabling connections across multiple devices, or improving Microsoft Dynamics CRM (online), Dynamics 365 (online) or the App.
 
Location data. If users request and enable location-based services or features in the App, the App may collect and use precise data about their location. Precise location data can be Global Position System (GPS) data, as well as data identifying nearby cell towers and Wi-Fi hotspots. The App may send location data to Microsoft Dynamics CRM or Dynamics 365. The App may send the location data to Bing Maps and other third party mapping services, such as Google Maps and Apple Maps, a user designated in the user's phone to process the user's location data within the App. Users may disable location-based services or features or disable the App's access to user's location by turning off the location service or turning off the App's access to the location service. Users' use of Bing Maps is governed by the Bing Maps End User Terms of Use available at https://go.microsoft.com/?linkid=9710837 and the Bing Maps Privacy Statement available at https://go.microsoft.com/fwlink/?LinkID=248686. Users' use of third party mapping services, and any information users provide to them, is governed by their service specific end user terms and privacy statements. Users should carefully review these other end user terms and privacy statements.
 
The App may include links to other Microsoft services and third party services whose privacy and security practices may differ from those of Microsoft Dynamics CRM or Dynamics 365. IF USERS SUBMIT DATA TO OTHER MICROSOFT SERVICES OR THIRD PARTY SERVICES, SUCH DATA IS GOVERNED BY THEIR RESPECTIVE PRIVACY STATEMENTS. For the avoidance of doubt, data shared outside of Microsoft Dynamics CRM or Dynamics 365 is not covered by users' Microsoft Dynamicss CRM or Dynamics 365 agreement(s) or the applicable Microsoft Dynamics Trust Center. Microsoft encourages users to review these other privacy statements.
 
By enabling the Field Service for Microsoft Dynamics 365 mobile app on a mobile device with location features enabled, real-time location data will be sent to Bing Maps and stored in Dynamics 365. Users are prompted to provide permission for the flow of real-time location data during installation or use of the field service mobile app. To disable the flow of real-time location data from the device, the user must disable the device's location features or uninstall the application.
 
The real-time location data sent by the field service mobile app is used to support the following scenarios:
- To show the location of a user's customers. Data about the user's current location is passed to the mapping provider as context for the map rendered by the provider and displayed within field service mobile app.
- To create and update a user's schedule. Data about the user's current location is passed to the field service capabilities in Dynamics 365 to create and update a user's schedule. For example, to assign a task to the nearest technician.
In addition, by enabling the field service mobile app on a mobile device, mobile app usage information, such as application errors, will be sent to Microsoft through a secure connection to Organization Insights and stored in Azure Table Storage.
Note: Organization Insights provides the system administrator of a Dynamics 365 organization with a quick overview of how the org is being used. The system administrator can view most active users, the number of SDK requests being initiated, and the number of being viewed by SDK users.
A list of the Azure components and services that are involved with Help Improve Unified Service Desk functionality is provided below.
Note: For more information about additional Azure service offerings, see the Microsoft Azure Trust Center.
Cloud Services
OrgInsights Data REST API (Web Role)
This web role accepts requests from the charts that display data in Organization Insights. The API reads aggregated data from the Azure Tables and returns it.
Azure Blob Storage
The Monitoring Agent (which runs on every scale group computer) collects the Dynamics 365 organization's raw telemetry data and uploads it in Bond Format (Binary format) to Azure Blob Storage.
Azure Table Storage
Raw telemetry data in Azure Blob Storage is aggregated and stored in Azure Table Storage, which is read by the Cloud Service.
Azure Active Directory
Organization Insights uses Azure Active Directory Service to authenticate web services.
Azure Service Bus
The Monitoring Agent creates and queues messages whenever it uploads data to Azure Blob Storage. The CMA pipe picks up these messages to aggregate the uploaded data.

See also

Dynamics 365 for Field Service - User's Guide
Overview of Dynamics 365 for Field Service