Dynamics 365 Remote Assist for mobile user guide

Microsoft Dynamics 365 Remote Assist for mobile extends the capabilities of Dynamics 365 Remote Assist to work with Android or iOS phones or tablets (in addition to Microsoft HoloLens). Technicians can use their phone or tablet to connect and collaborate with an expert on Microsoft Teams. Using live video calling and annotations, they can share what they see with the expert to troubleshoot problems together, faster.

What you’ll need

You’ll need the following to use Dynamics 365 Remote Assist for mobile:

  • An Android or iOS device. Dynamics 365 Remote Assist for mobile supports both AR and non-AR devices. With non-AR devices, you can use 2D annotations:

  • A Google Play or Apple Store account.

  • Dynamics 365 Remote Assist for mobile.

  • A Dynamics 365 Remote Assist license (free trial available).

  • A Microsoft Teams account (available for free).

  • A Microsoft Teams desktop client running Windows 10 (for the remote expert receiving the call).

  • An internet connection. At least 1.5 MB of bandwidth is recommended for the best experience.

If you want to use Dynamics 365 Remote Assist together with Dynamics 365 Field Service so you can automatically log call information to a Field Service work order, you’ll also need one or both of the following:

  • Dynamics 365 Field Service web application

  • Dynamics 365 Field Service mobile app

Get started

Step 1: Sign up for a Microsoft Teams account (free)

A Microsoft Teams account is required to use Dynamics 365 Remote Assist for mobile. If you don’t already have a Teams account, you can create a Teams account for free.

Step 2: Download the app

  1. Go to the Google Play Store or Apple Store.

  2. Select Download.  

Step 3: Sign in to the app for the first time

  1. After you’ve downloaded the app, open it on your phone or tablet.

  2. Sign in with your Microsoft Teams account.

    Sign-in screen

    Tip

    The sign-in address will be in the form: username@company

  3. In the dialog box that appears, select Enable Feature to link Dynamics 365 Remote Assist to Dynamics 365 Field Service, or select Skip if you don’t want to link the apps at this time. You can always link them later through Settings. To learn more about how the apps work together, select Learn More.

    Field Service screen

  4. If you don't have a Dynamics 365 Remote Assist license, another dialog box will prompt you to get a license or to sign up for a free trial.

View a quick tutorial to jumpstart your learning curve

Dynamics 365 Remote Assist for mobile includes a tutorial that you can use to jumpstart your learning curve. You can start the tutorial by selecting the Try It button when you sign in.

Try the tutorial

You can also start the tutorial by selecting the Main menu button, and selecting Learn the tools.

Learn the tools item

Make a call

After signing in, you’ll see the Contacts page, which is the main page in Dynamics 365 Remote Assist for mobile. On the Contacts page, your contacts are organized by the most recent calls.

Contacts screen

To make a call:

  1. Select Search button, enter the name of the contact to search for, and then select the contact from the resulting list.

    Search for a contact

  2. In the contact card, select Launch Call.

    Launch Call screen

    Use the buttons in the bar at the bottom of the screen to mute the call, pause the video feed, turn on the speaker phone, or end the call.

    Call controls

    A. Pause video feed
    B. Mute call
    C. Turn on speaker phone
    D. End call

Add annotations

You can add annotations to your screen to share with an expert on the call. To create annotations, your phone or tablet needs to recognize at least one plane (vertical or horizontal) in your work area. You do this by scanning your work area with the phone or tablet. When a plane has been recognized, you’ll see a confirmation visualization and the annotation toolbar will appear at the top of the screen:

Add annotations

Note

If you lock your phone or tablet, or minimize Dynamics 365 Remote Assist for mobile, the recognized planes will reappear automatically as soon as your phone or tablet recognizes the environment.

Add an augmented reality annotation

You can add an augmented-reality annotation by using the buttons on the annotation toolbar:

Annotation bar

A. Add arrow
B. Add ink
C. Change color of arrow or ink
D. Undo last action
E. Delete everything on screen, including expert's annotations

For example, to add an arrow, tap the arrow tool and drag your finger to the spot where you want to place the arrow.

Add a 2D annotation

You can also annotate in 2D by toggling augmented reality off or by taking a picture.

Camera button

When augmented reality is turned off, the Camera button turns into a check mark.

2D check mark

You might want to use 2D:

  • To increase performance and save battery.

  • To increase accuracy of annotations.

  • If your device does not support augmented reality.

Make the expert’s video feed bigger

When you call an expert, the expert’s video feed appears in the lower-right corner of your phone or tablet screen. To make the expert’s video feed bigger, tap the feed. Tap the feed again to return to the original size.

Expert video feed

If the expert is annotating, a notification icon will appear on the expert's feed.

Switch the camera view from portrait to landscape

You can switch the orientation of the camera view from portrait to landscape while in a call by changing the orientation of your phone or tablet. Using landscape view provides a wider field of view, which may improve the experience for the remote expert on the call.

Send a text message

You can also communicate through Teams chat with the person you're calling. A pop-up window appears for any messages you receive or you can open the text chat window to send a message to the other person.

Chat window

Use Dynamics 365 Remote Assist together with Dynamics 365 Field Service

You can use Dynamics 365 Remote Assist together with Dynamics 365 Field Service if you want to automatically log call information to a Field Service work order when you end the call.

When you sign in to Dynamics 365 Remote Assist for mobile for the first time, you’re prompted to link Dynamics 365 Remote Assist to Dynamics 365 Field Service. You can link the apps through Settings if you chose not to link them at first sign-in.

  1. Select the Main menu Main menu button button.

  2. Select the Settings button.

  3. In the Settings dialog box, move the slider to on.

    Settings screen

Save call data to a Dynamics 365 Field Service work order

  1. When you end the call, the following dialog box will appear:

    Post to Work Order screen

  2. Select Post.

  3. In the Select one of today's bookings screen, select the appropriate booking to post the call data to.

    Select a Booking screen

    Note

    If you don’t see the booking you’re looking for, it might be because you have access to multiple instances (organizations). To switch to a different instance, select the ellipsis button (...), and then select the instance you want.
    Select instance

Sign out of the app

  1. Select the Main menu Main menu button button.

  2. Select Sign Out.

Get help

  1. Select the Main menu Main menu button button.

  2. Select Help.

Get support or provide feedback

If you’d like access to the product forum or to leave feedback on the app, go to Dynamics 365 Remote Assist Community.

You can also provide feedback directly from the app by using the following procedure:

  1. Select the Main menu Main menu button button.

  2. Select Feedback.

See also

Integrate Dynamics 365 Field Service with Dynamics 365 Remote Assist