Install the Field Service mobile app

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

Solve customer issues quickly with Field Service for Microsoft Dynamics 365 (mobile). You can dispatch, route, and complete work orders, manage invoices, and more with the mobile app.

Field Service - Dynamics 365 (mobile) is a solution built on the Resco Mobile Dynamics 365 platform. More information: Frequently asked questions about the Resco app

To customize Field Service - Dynamics 365 (mobile), you need to install the Resco Mobile Dynamics 365 Woodford solution. This lets you configure mobile behavior around your business needs. If you don’t need to customize the app just yet, you can use the default field service mobile configuration.

Before you can start configuring Field Service - Dynamics 365 (mobile) beyond what is shipped out of the box from the app store, your Dynamics 365 admin will need to install the Woodford mobile solution for your Dynamics 365 (online) account.

Step 1: Download and install the Resco Mobile Dynamics 365 Woodford mobile solution

You need administrator permissions to install the Mobile Dynamics 365 Woodford mobile solution for field service capabilities in Dynamics 365 . You also need to use Internet Explorer with Silverlight or Firefox.

  1. Download and save the Woodford mobile solution from the Resco site to your computer.

  2. To perform the next steps, sign in to your Dynamics 365 account. Make sure you have the System Administrator security role or equivalent permissions in Microsoft Dynamics 365.

  3. From the main menu, click Settings > Solutions.

    Solutions menu

  4. On the All Solutions page, click Import.

    Import solution menu

  5. In the Import Solution dialog box, click Browse, and then choose the Woodford file you downloaded in Step 1.

    Choose the Woodford mobile solution to import

  6. Click Next to start the import. When the import is complete, click Close. You should see Woodford listed on the All Solutions page.

    Resco Mobile Dynamics 365 solution

  7. To publish the Woodford solution, click Publish All Customizations, and then refresh the page.

    Publish customizations

  8. You should now see the Woodford solution listed on the Settings menu. To verify this, go to Settings, and then click Woodford.

    Important

    If you don’t see Woodford under the Settings menu, refresh the page.

    Installed Woodford solution

  9. In the Increase Quota dialog box, set the quota to 100MB, and then click OK.

    Increase quota

  10. In the Register User dialog box, enter your user information, and then click Register.

  11. In the Update available dialog box, when you're prompted about an available update, click Later.

    Update available option

    You have now installed the solution.

Step 2: Import the field service mobile project template into the Woodford solution

After the Woodford solution is installed, you’ll need to download a template that will help you configure the mobile app. The template is required if you are using the Woodford solution.

Note

For the mobile app for field service capabilities for Dynamics 365 to work, the Woodford solution and Woodford template are required. See the steps below to download and install the Woodford template.

The template contains all customizations for the field service mobile app. You can use it to add, remove, and change fields, entities, views, and forms.

  1. Download and save the temple file.

  2. In Dynamics 365, go to Settings > Woodford , and then click MobileCRM Woodford.

  3. Click Import, and then import the mobile project template file that you saved in Step 1.

    Import project file

  4. In the Add Mobile Project dialog box do this:

    1. For Type, select Standard User.

    2. Name the template.

    3. Set the Priority.

      Note

      A user who signs in to the mobile app will see the customizations for the project that is assigned to their security role. If a user has more than one security role for which there is a project assigned, then the project with the highest priority will download to the user’s device.

    4. For Roles, select the roles you want this mobile template to apply to, and then click OK. A user who signs in and has a role that matches the role you select here, will inherit this configuration on their mobile app.

    Project template details

  5. To publish the template file, on the Mobile Project tab, click Edit.

    Note

    Change the published version to match the version of the app you have installed. To see which version of the mobile app you have installed, open your mobile app and from the home screen, and then tap About.

    Make sure to match the first two numbers of the mobile app that you have installed to the published version in the project. If the number of the published version of the project is greater than the app version, you see an error about unsupported metadata when you try to sync. The version only needs to match the first decimal.

    Edit project template

  6. On the next screen, click Publish All.

    Next, install the app on your mobile device. More information: Field Service Mobile App User’s Guide

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

Overview of Dynamics 365 for Field Service
Install
Configure default settings
View user accounts and security roles
User's Guide