Frequently asked questions for deploying Dynamics 365 Remote Assist

Here are some answers to common questions about deploying Dynamics 365 Remote Assist on HoloLens, HoloLens 2, and mobile devices.

What are the technical requirements for deploying Dynamics 365 Remote Assist?

Learn about technical requirements

Which Microsoft platforms is Dynamics 365 Remote Assist dependent on?

Dynamics 365 Remote Assist is dependent on three Microsoft platforms:

• Microsoft Dataverse
• Microsoft Dynamics 365 Core Service
• Microsoft Teams

In rare cases, changes to these underlying platforms can cause issues in Dynamics 365 Remote Assist. Likewise, a change to one of these platforms can resolve a Dynamics 365 Remote Assist issue. To learn about the schedule for changes to these platforms, see the following topics:

• Released versions of Microsoft Dataverse
• Released versions of Dynamics 365 Core Service Scheduling
• Update history for Microsoft Teams app version (Public Cloud and GCC)

When do I need to update the Dynamics 365 Remote Assist model-driven app (Remote Assist solution)?

You don't need to use the Dynamics 365 Remote Assist model-driven app to empower technicians to collaborate efficiently from different locations on HoloLens, Android, or iOS devices. By installing the model-driven app, users gain access to additional functionality, however.

If your organization uses any of the following features, you'll need to update the model-driven app when there are enhancements or bug fixes associated with these features:

• Capture and view asset data
• Create and share one-time call links
• Monitor operational metrics through the Calls Dashboard

Enhancements and bug fixes associated with these features are recorded in What's new in Dynamics 365 Remote Assist.

Learn how to update the model-driven app

How do I enable map visualization on the Dynamics 365 Remote Assist Calls Dashboard?

Map visualization is available in all regions except Europe. To enable map visualization, you must enable the Power BI Azure Maps visual.

Learn more about the Calls Dashboard.

Can I use Dynamics 365 Remote Assist to collaborate with a Microsoft Teams user outside my tenant, or vice versa?

Yes. Learn how to set up multi-tenant company deployments, enable vendors and contractors to use Remote Assist, or enable vendors and contractors to use Teams.

How do I set up Dynamics 365 Field Service to work with Dynamics 365 Remote Assist?

To learn how to set up Dynamics 365 Field Service integration with Dynamics 365 Remote Assist so that a firstline worker can call an expert in the context of a Field Service booking, see Integrate Dynamics 365 Field Service with Dynamics 365 Remote Assist.

Will any Teams license work when communicating with a Dynamics 365 Remote Assist user?

Yes. Anyone that can sign in and use the Teams application on a Windows 10 PC or mobile device can communicate with a Dynamics 365 Remote Assist user if their tenants are set up correctly. If the Teams user and Dynamics 365 Remote Assist user are not in the same tenant, learn how to set up multi-tenant company deployments, enable vendors and contractors to use Dynamics 365 Remote Assist, or enable vendors and contractors to use Teams.

Can I assign a Dynamics 365 Remote Assist license to a user using Azure AD B2B?

No. Dynamics 365 Remote Assist licenses must be assigned to an AAD account created in the tenant where Dynamics 365 Remote Assist will be used.

How do I file a support ticket?

If you encounter an issue that blocks you from using the application and you don't see an answer on our user forum, please file a support ticket. Support will work directly with you and communicate daily until the issue is resolved. Learn more about support options.