Dynamics 365 Remote Assist User Guide
Use Dynamics 365 Remote Assist to connect and collaborate using hands-free video calling, mixed reality annotations, and file (image and PDF) sharing. Use your HoloLens to call an expert who's using Microsoft Teams, and then share what you see on HoloLens to solve problems and complete tasks together, faster.
Need more help? Check out Remote Assist FAQ for answers to common questions.
Watch how-to videos about Remote Assist.
What you’ll need
A subscription to Remote Assist. Microsoft Teams is included in the Remote Assist subscription for individuals using a Remote Assist license on HoloLens. A Microsoft Teams license is also required for individuals (experts) who communicate with a Remote Assist user on HoloLens. Teams may be available as a free download for these users. If you’re the admin for your organization, learn how to try or buy, and deploy Remote Assist.
To connect to Dynamics 365 for Field Service from within Remote Assist, you’ll need a Dynamics 365 license.
An internet connection. At least 1.5 MB of bandwidth is recommended for the best experience.
Need to get up to speed on HoloLens? Get help.
Install the Remote Assist app
How you install Remote Assist depends on how your administrator chooses to distribute the app. Your admin might have you install the app from the Microsoft Store for Consumers, from your organization’s private store, through an email link, or another method.
Install the application through the Microsoft Store for Consumers
On your HoloLens, go to Start > Microsoft Store , and then search for “Remote Assist.”
On your HoloLens, go to Start > All apps. Select Remote Assist, then select it again to launch the app. Remote Assist is an immersive app with a holographic view, so it will be the only app you see while you’re using it.
If your HoloLens is running the April 2018 Update and you're signed in with an Azure Active Directory (Azure AD) account, you'll automatically be signed in to Remote Assist. If not, use the holographic keyboard to sign in with a work or school account that has an Office 365 Premium or Essentials subscription. Once you’re signed in, you’ll see your recent contacts.
Using the user interface or voice commands
The procedures in this user guide describe how to do tasks through the user interface or by using voice commands, when available. To use a voice command, say “Remote Assist,” and then say the voice command. Learn more about voice commands.
Make and receive calls
Make a video call to a contact using Microsoft Teams
- Open the app and select a recent contact. If you don’t see the contact you want, select Search , and then use the holographic keyboard to enter a name or email address.
When your contact answers the call in Microsoft Teams, they’ll be able to see what you see in your space—including holograms.
Dynamic audio adjusts the volume level based on ambient noise in the room so you can hear even if you're working in a loud environment.
Receive a video call from a contact using Microsoft Teams
- Select Video (or say “Video”) to accept the call as a video call or Audio (or say “Audio”) to accept it as a voice-only call. To decline the call, select Ignore (or say “Ignore”).
To receive calls when you’re using other apps on HoloLens, open the Remote Assist app. Then use the bloom gesture to leave Remote Assist. Go ahead and use other apps. You’ll get a notification from Cortana if a Remote Assist call comes in, and you’ll be able to accept or decline it using your voice.
Position the call window
You can pin your video feed in your space, or you can have it follow you around.
To pin your video feed:
- Gaze to position the window, and then select Pin (or say “Pin”). To have it follow you again, select Unpin (or say “Unpin”).
Record a call
You can record and save a call to a file for viewing later. The easiest way to do this is to use the Game bar built into all Windows 10 PCs.
To record a call:
On a Windows 10 desktop PC, join a call using Microsoft Teams.
Press Windows logo key + G to open the Game bar.
Select the Start Recording button (or press Windows logo key + Alt + R).
A small recording menu will appear that shows that the recording is in progress.
To stop recording, select the Stop Recording button.
The video of the recording will appear in your Videos/Captures folder.
You can text chat with the other user on the call. The chat window displays just the text messages sent during the call.
To open the chat window and enter a message:
Select Show (or say “Show”).
Select the text preview field at the bottom of the chat window. This will bring up the holographic keyboard.
Do one of the following:
Select characters in the holographic keyboard.
Select Microphone , and then dictate your message. HoloLens will convert the message into text.
Connect a Bluetooth keyboard directly to the HoloLens and type your message.
To read previous messages in the chat window:
- Air tap and drag the chat window.
If a message is sent from another user when the chat window isn’t open, you’ll receive a notification.
Screen-sharing with an expert on Microsoft Teams
When you're working with an expert on a call, the expert can share their desktop or application window with you to assist with the call. When an expert shares their desktop or running application this way, your video feed of the expert will change to a solid color. You'll still be able to use all the tools in the toolbar even though your video feed is no longer displayed.
To move, size, or close the shared window, use the controls at the top right of the shared window.
Collaborate and annotate
Once you’re connected to a video call, your contact will see everything you see in your space—including your holograms.
Use HoloLens gestures to draw, place arrows, and add files to your space. Your contact will see your additions, and will be able to make annotations of their own.
Add an arrow
Select the Arrow tool (or say “Arrow”) during a video call.
Gaze where you want to add the arrow. You'll see a silhouette of the arrow that shows where it will be placed. For example, note the faint arrow in the following screenshot:
Air tap to place the arrow.
If you want to specify the direction that the arrow points, air tap and hold, and then rotate your hand to position the arrow.
Draw in your space
Select the Ink tool (or say “Ink”) during a video call.
Gaze where you want to draw, and then use tap and hold to draw.
To finish a drawing, raise your finger back up.
Change arrow or ink color
- Select Colors (or say “Choose colors”), and then choose the one you want.
Add an image or PDF file
Import an image or PDF file from OneDrive for Business and then place it in your space. For example, add an image of a diagram to assist with the call. The people you call will be able to see the image or PDF file in the Teams app during a video call.
To add a file:
During a video call, select OneDrive (or say “OneDrive”).
Find and select the file you want to add.
To move an image:
Gaze at it, and then select Move (or say “Move”).
Tap and hold the image and move your hand to reposition it.
To resize an image:
Gaze at it, and then select Scale (or say “Scale”).
Tap and hold a corner of the image, and then move your hand to make it bigger or smaller.
To navigate in a PDF file:
|Go through pages sequentially||Use the arrow keys|
|Jump to a specific page||Select the page number to bring up the holographic number pad, and then select the page you want.|
Take a snapshot of your annotations
During a call, you can take a photo of your mixed reality annotations to save for later.
To take a snapshot:
- Select Camera (or say “Camera”), and then air tap (or say “Snap”) to take the photo.
The photo will be saved to your HoloLens camera roll.
To erase all the arrows and drawings you’ve added during a video call:
- Select Erase all at the top of the call window (or say “Erase all”).
To undo your most recent action, including Erase all:
- Select Undo at the top of the call window (or say “Undo”).
Use voice commands and gaze
In many cases, you can use voice commands and gaze instead of gestures. Some voice commands are contextual, so they only work in particular areas of the user interface.
To use a voice command, say “Remote Assist,” and then say one of the voice commands in the following table. For example, say "Remote Assist, Move" to enter Move mode for a slate (window). You can also gaze at any button and say “Remote Assist, Select” to select that button.
|Sign out||Sign out of Remote Assist.|
|Previous||Go to previous page.|
|Next||Go to next menu.|
|Back||Go to previous menu.|
|Undo||Undo the previous action.|
|Pin and unpin video feed|
|Pin||Pin the video feed in your space so it doesn’t follow you around.|
|Unpin||Unpin the video feed in your space so it follows you around.|
|Call||Call a contact.|
|Hang up||End the call.|
|Audio||Answer an incoming call with audio only.|
|Video||Answer an incoming call with video.|
|Ignore||Decline an incoming call.|
|Start video||Turn on the video for a call.|
|Stop video||Turn off the video in a call.|
|Mute||Mute the call audio.|
|Unmute||Unmute the call audio.|
|Search||If used in the Contacts window, brings up the Search window to search for a contact.|
|Next||If used in the Contacts window, brings up the next contact in the list.|
|Previous||If used in the Contacts window, brings up the previous contact in the list.|
|Show||Show the text chat window.|
|Hide||Hide the text chat window.|
|Arrow||Select the Arrow tool to place an arrow in your space.|
|Ink||Select the Ink tool to draw on the walls and surfaces of your space.|
|Move||Select the Move tool to move an object.|
|Scale||Select the Scale tool to resize an object.|
|Camera||Select the Camera tool to take a picture of your space.|
|Snap||Take a picture when the Camera tool is open.|
|Colors||Pick a color.|
|Blue||Pick the blue color.|
|Gray||Pick the gray color.|
|Green||Pick the green color.|
|Red||Pick the red color.|
|Yellow||Pick the yellow color.|
|Erase all||Remove all visual elements from your space.|
|Slate (window) management|
|Move||Enter Move mode.|
|Select slate||After entering Move mode, gaze at the slate you want to move, and then say "Select slate". The slate will start following your gaze.|
|Accept||After entering Move mode and selecting a slate, place the slate where you are currently gazing by saying "Accept".|
|Cancel||Stops a currently selected slate from following your gaze and returns it to its original position before you started moving it.|
|Scale||Enter Scale mode to resize the slate.
Or, you can gaze to select the Scale tool, and then say "Select" to enter Scale mode.
|Bigger or Smaller||Make the window bigger or smaller after entering Scale mode. Repeat the "Bigger" or "Smaller" command until the window is the size you want.|
|Reset||While gazing at a slate that has recently been moved, saying "Reset" will return the slate to its original position.|
|OneDrive||Open OneDrive at the root folder to insert a file.|
|Next||Go to next page in OneDrive.|
|Previous||Go to previous page in OneDrive.|
|Settings||Go to Settings page.|
Use the Narrator to announce incoming calls
You can turn on the Narrator if you want to take advantage of voice narration for incoming calls. When you turn on incoming call narration, in addition to displaying the incoming caller's name, the caller's name is announced. You can then say "video," "audio," or "ignore" to respond to the incoming call.
To turn on the Narrator for incoming calls:
Go to Settings, and then select the On button for the Narrator.
Use Remote Assist to get help in another HoloLens app
Having trouble in another HoloLens app? Use Remote Assist to show an expert what’s happening and get some help.
Open an app on your HoloLens.
Use the bloom gesture to leave the 3D view, but don’t close the app launcher.
Start Remote Assist and call your contact.
Once the video call is connected, use the bloom gesture to leave Remote Assist. Your call will remain connected.
Select the live cube of the app you need help with. Once the app has launched, your contact will be able to see its content and give you guidance.
When you’re done getting help from your contact, make sure to go back to Remote Assist and disconnect the call. Until you do that, the call will stay connected and your contact will see and hear what’s happening on your HoloLens.
Use Dynamics 365 for Field Service from Remote Assist
If your organization uses Dynamics 365 for Field Service to manage field service work orders, you (the first-line worker) can view Dynamics 365 for Field Service bookings from Remote Assist and call the expert listed in the Support Contact field. This enables you to do heads-up, hands-free calling through HoloLens in the context of a Dynamics 365 for Field Service booking.
For information on setting up and troubleshooting Field Service integration if you're an admin, see Troubleshoot Field Service integration. Note that a Dynamics 365 license is required to view Field Service bookings from Remote Assist.
View a Field Service booking and call an expert from Remote Assist
In the Contacts menu, select Dynamics 365 to open the Booking pane. (Select Dynamics 365 again to close the Booking pane.)
The Recent Contacts screen will appear with a Booking pane to the right.
Only bookings with the “In Progress” status are listed.
In the Booking pane, select the resource (expert).
In the filtered contacts list, select the tile for the expert. If you don’t see the contact you’re looking for, select Search to bring up the holographic keyboard.
When you select a contact, you’ll see the following screen.
Booking information is blurred out when you’re in a video call, but remains visible during an audio-only call.
Open a Power BI dashboard from a Field Service booking
Select a Power BI link to open Power BI Online in a browser or to open the Power BI desktop application.
When you open a Power BI dashboard, Remote Assist closes. If you’re on a call with an expert, the expert will remain on the call. Return to Remote Assist by opening the application again through the applications menu or live cube.
Modify the default booking view
To modify the default view of information in the Booking pane, edit the view as you would any Dynamics 365 view.