Field Service (Dynamics 365) mobile app

Field Service (Dynamics 365) is a mobile app designed and optimized for technicians to view Dynamics 365 Field Service work orders, customer assets, accounts, and contacts. Different than Field Service Mobile (see feature comparison below), this alternative mobile app is built on Microsoft's Power Platform as a model-driven app and is customizable to your business needs with the same admin console as all Dynamics 365 business apps.

Available natively for Apple iOS and Google Android phones, Field Service (Dynamics 365) offers technicians many capabilities they need to perform onsite customer service, such as:

  • A calendar view of assigned jobs
  • Support for picture, video, and asset barcode scanning
  • Customer signature capture
  • Offline capabilities so technicians can continue viewing and recording work in areas without internet

Implementation and migration guidance

We recommended to continue using the existing "Field Service Mobile" app for current and new deployments of Dynamics 365 Field Service. As development in the Field Service (Dynamics 365) mobile app continues through 2021, capabilities will become comparable to Field Service Mobile and system administrators should use the feature comparison information below to decide which mobile app is right for their organization or department.

While the new Field Service (Dynamics 365) app continues to evolve, we'll continue to make available and support the current Field Service Mobile app. By June 2021, new deployments must use Field Service (Dynamics 365) mobile app; support for the current Field Service Mobile app will end June 2022. 

Feature comparison: Field Service (Dynamics 365) versus Field Service Mobile

Field Service (Dynamics 365) mobile app is recommended for simpler use cases and for organizations that want to get up and running quickly with a mobile solution for technicians because it is built on the Power Platform and uses the same admin console as Field Service web and the same PCF controls.

Field Service Mobile is recommended for more complex use cases where you may need custom reporting, push notifications, geofencing, and business processes or validations that work offline.

Feature Category Field Service (Dynamics 365) Field Service Mobile
Mobile Platform Hardware & software iOS, Android iOS, Android, Windows
Camera capture (photo & video) Technician Yes Yes
Barcode scanning Technician Yes Yes
Offline data Technician Yes Yes
Calendar view Technician Yes Yes
Driving directions Technician Yes Yes
Speech to text Technician Yes Yes
Geocoding Technician Yes Yes
Push notifications Technician Yes
Geofencing Technician Yes
IoT alerts Technician Yes
Reporting Technician Yes
Scan to find asset Technician Yes
Location sharing and auditing Admin Yes
Enhanced mobile workflows Admin Yes
Enhanced offline sync filters Admin Yes
Remote Assist Integration Yes
Microsoft Intune Integration Yes

Prerequisites

  • Field Service v8.8.22+. The Field Service (Dynamics 365) mobile app will appear in your list of Dynamics 365 applications.

Screenshot of the Dynamics 365 list of apps, showing the Field Service Mobile solution in the list.

  • Select the ellipses icon on the Field Service Mobile application, then choose Manage Roles and assign the app to the Field Service-Resource, Field Service-Administrator, and other relevant roles that will need access to the mobile app.

  • Set up a Dynamics 35 Field Service user with the Field Service-Resource security role. This user will sign in to the Field Service (Dynamics 365) mobile app as a technician.

Screenshot of the Manage Roles dialogue in Dynamics 365.

  • To view work orders on the mobile app, you must also create a bookable resource related to your technician user and schedule work orders to the bookable resource.

Screenshot of the schedule board, showing a list of unscheduled work orders.

Install and sign in to Field Service (Dynamics 365)

Go to the app store on your iOS or Android device and search for Field Service mobile.

Download the app called Field Service (Dynamics 365), as seen in the following screenshot. This is the mobile app built on the Power Platform.

Screenshot of a mobile device app store, showing two Field Service Mobiles in the list, and highlighting the Field Service (Dynamics 365) app.

Launch the app and sign in with your username and password. This is the user credentials of the technician user with the Field Service - Resource security role.

Use the Field Service (Dynamics 365) mobile app

Once you sign in, the app will prompt you to download offline data (your scheduled work orders) to the device. If you anticipate not having internet access, select Download. Otherwise you can Skip for now. If you're unsure, we recommend downloading the offline data just in case.

Screenshot of Field Service (Dynamics 365), showing the download data dialogue.

View scheduled work orders

The first screen you'll see is a calendar view of your scheduled work orders.

Select More > Show as > Read Only Grid to see the bookings as a list as shown on the right side of the following screenshot.

Simulated image showing two mobile devices with Field Service (Dynamics 365). The screen on the left has a list of My Open Resource Bookings by date. The screen on the right has a list of My Open Resource Bookings in a flat list.

Select a booking to see more details about the booking time and the work order. For example, you can update the status to Traveling to indicate you are driving to the customer location; on the Customer tab, you can see the work order location on a map and trigger turn-by-turn driving directions from a GPS app on your phone such as Bing Maps, Apple Maps, Waze, or Google Maps.

Simulated image showing two mobile devices side by side, both with screenshots of Field Service (Dynamics 365). Screenshot on the left shows a bookable resource booking on the general tab. Screenshot on the right shows a map.

On the Service tab, you'll see work order details like work order service tasks, products, and services.

On the Notes tab, you'll see a way to add note text, pictures, and videos, as well as customer signature capture.

Simulated image showing three mobile devices with Field Service (Dynamics 365) open. First screenshot on the left shows the service tab on the bookable resource booking. Middle screenshot shows the service tab. Right screenshot shows the notes tab.

Find more information

To get to the sitemap, select the menu icon from the calendar view.

Simulated image of a mobile device showing Field Service (Dynamics 365), with emphasis on the menu icon in the top left.

From here, you can find other important information like accounts, contacts, customer assets, or to record time off.

Simulated image showing two mobile devices with screenshots of Field Service (Dynamics 365). The device on the left shows the full menu for Field Service (Dynamics 365). The device on the right shows an account detail page.

Work offline

If you expect to be in areas without wifi or cellular internet access, you can download important information to your device to keep working.

From the home screen, select the cloud icon in the bottom left.

Then select Download offline updates.

Simulated image showing three mobile devices with Field Service (Dynamics 365). The device on the left shows the menu, with attention to the cloud icon at the bottom. The middle device shows the offline status screen. The device on the right shows the offline status as available, showing the list of available entities.

When Status is set to Available, this means you have all the data you need to work offline.

Then toggle the Work in offline mode to on. If you lose internet connection unexpectedly, the app will automatically work in offline mode if you previously downloaded data.

Configure the Field Service (Dynamics 365) mobile app

Administrators can edit how Field Service (Dynamics 365) looks and functions for technicians.

Let's walk through three common configurations:

  1. Editing the entities displayed in the home screen (sitemap)
  2. Editing the fields and layout in the work order and booking forms
  3. Editing the entities and records downloaded to the mobile phone in offline mode for use without internet access.

Edit Sitemap entities on home screen

Sign in to Dynamics 365 as a system administrator.

To see your list of apps, go to:

  https://[YOUR-ENVIRONMENT-NAME].crm.dynamics.com/main.aspx?forceUCI=1&pagetype=apps

Find the Field Service Mobile app and go to the App Designer.

Screenshot of Dynamics 365, showing the list of apps and showing the option to open Field Service Mobile in the App Designer.

Select the edit icon to edit the site map.

Screenshot of the App Designer in Power Apps, showing the Field Service Mobile site map option.

The groups My Work, Customers, and Other correspond with the home screen of Field Service (Dynamics 365) and you can rearrange, delete, or edit the display names.

Rearrange the entities displayed within each group with the drag and drop interface, or add new entities by adding new Subareas.

Screenshot of Power Apps, showing the My Work, Customers, and Other groups on the Field Service Mobile App Designer.

You can even create entirely new groups with more subareas to display different entities.

Screenshot of Power Apps, showing Field Service Mobile in the App Designer, and showing a simulated mobile device on the right with the corresponding changes.

Note

For every entity you display in the sitemap, you can choose the views available on mobile in the App Designer.

Edit the booking and work order form

You can add and delete fields displayed on Field Service (Dynamics 365); because the app is built as a model-driven Power App, you can use the Power Apps Control Framework to display different field controls like toggle buttons and sliders.

Administrators who want to customize the booking and work order forms must know they are combined in the mobile app where work order forms are displayed within the booking form. That means when a technician views a booking form, they're also viewing the related work order form. In the following screenshot, the General section displays Bookable Resource Booking ("Booking") fields and the Customer, Service, and Notes sections display work order fields.

Simulated image showing a device with Field Service (Dynamics 365), showing a screenshot of a Bookable Resource Booking on the General tab.

To edit the work order portion of the form, go to Settings > Customizations > Customize the System and find the Work Order entity in the Power Apps admin console.

Screenshot of Power Apps showing the list of entities.

In the Form section, there are three forms that correspond to the three sections of the combined Booking-Work Order form.

  1. Work Order - Customer
  2. Work Order - Service
  3. Work Order - Notes

Edit each form as needed and publish. The changes will display in Field Service (Dynamics 365).

Screenshot of Power Apps showing the work order form details.

To edit the Booking part of the form, go to the Bookable Resource Booking entity in the Power Apps admin console.

Screenshot of the Bookable Resource Booking in the Power Apps list of entities.

Find the Booking and Work Order form, as seen in the following screenshot.

Screenshot of a Bookable Resource Booking in Power Apps, showing the Booking and Work Order form.

Add and delete booking fields as needed.

Screenshot of Power Apps showing the form editor for the Bookable Resource Booking.

The work order forms are displayed within the booking form with a new control called Form Component Control.

Screenshot of Power Apps showing the Bookable Resource Booking form editor.

To add more work order information to the booking form, either edit the work order forms mentioned earlier, or create a new work order form and add it to the booking form by selecting the section and adding a Form Component Control.

Screenshot of Field Properties dialogue in the Power Apps form editor for the Bookable Resource Booking entity.

Within the classic admin console, double-click the section and Form Component Control for Web, Phone, and Tablet.

In the Properties section, enter:

Lookup value:

msdyn_workorder

Forms (substitute the form ID of the work order form you created):

<QuickForms><QuickFormIds><QuickFormId entityname="msdyn_workorder">c0ebdf20-f27f-4acc-8c9f-a9a202a5e917</QuickFormId></QuickFormIds></QuickForms>

You can get the form ID in the URL when on the form in the admin console.

Screenshot of Power Apps in a web browser, showing an example form ID in the URL.

There are Form Component Controls for each work order form that is inserted into the booking form. Below is another Form Component Control for the Work Order-Service form.

Screenshot of Power Apps form builder for the Bookable Resource Booking.

Configure offline data and sync filters

Administrators can edit the data downloaded to Field Service (Dynamics 365) in offline mode when no internet access is available.

Note

When internet access is available, users will simply see all data on the server they have access to via their security role.

Simulated image showing Field Service (Dynamics 365) on a mobile device, showing the offline status screen.

Go to Settings > Mobile Offline.

Screenshot of the Settings menu in Dynamics 365 in a browser.

Then select Mobile Offline Profiles. Choose the Field Service Mobile - Offline Profile. This is the default configuration for offline data that is included with the Field Service app.

Screenshot of Dynamics 365 settings, showing the All Mobile Offline Profiles screen.

The profile dictates which entities and how many records of each entity will be downloaded in offline mode.

Screenshot of Dynamics 365 Settings, showing the Field Service Mobile offline profile.

For each entity, you can choose a data download filter:

  1. Download related data only
  2. All records
  3. Other data filter
  4. Custom data filter

For example, the Bookable Resource Booking (in other words, the booking) entity has a data download filter set to custom data filter that downloads resource bookings that start or end in the next seven days or yesterday.

Screenshot of the Dynamics 365 Settings showing the mobile offline profile for a bookable resource booking, with attention to the "Define Filter Rules" option.

For another example, the Work Order Product entity has a data download filter set to Download related data only, which means that only work order products related to downloaded work orders are available offline. To accomplish this, the work order product mobile offline profile item was listed as an associated profile item of the work order offline profile, as seen in the following screenshot.

Screenshot of the Dynamics 365 Settings showing the mobile offline profile for a bookable resource booking, with attention to the "Define Filter Rules" option.

Note

By default, work orders related to downloaded bookable resource bookings are available offline. This creates a chain of entities and records that are offline: bookings > work orders > work order products. This means that bookings scheduled to you are downloaded, work orders related to those bookings are downloaded, and work order products related to those work orders are downloaded.

FAQs

Can I only add and view Field Service entities on Field Service (Dynamics 365)?

Because Field Service (Dynamics 365) is a model-driven app on the Power Platform, any entity can be added; users can only see entities and records that they have the licenses and security to access, regardless of whether it's part of the Field Service app or not.