Dynamics 365 Remote Assist User Guide

Use Microsoft 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

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

  1. On your HoloLens, go to Start StartMicrosoft Store Microsoft Store, and then search for “Remote Assist.”

  2. On your HoloLens, go to Start Start > All apps. Select Remote Assist, then select 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 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.

Note

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 Video (or say “Video”) to accept the call as a video call or Audio Audio (or say “Audio”) to accept it as a voice-only call. To decline the call, select Ignore (or say “Ignore”).

Note

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 Pin (or say “Pin”). To have it follow you again, select Unpin Unpin (or say “Unpin”).

Text chat

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:

  1. Select Show Show (or say “Show”).

  2. Select the text preview field at the bottom of the chat window. This will bring up the holographic keyboard.

  3. Do one of the following:

    • Select characters in the holographic keyboard.

    • Select Microphone 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.

  4. Select Send.

To read previous messages in the chat window:

  • Air tap and drag the chat window.

Note

If a message is sent from another user when the chat window isn’t open, you’ll receive a notification.

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

  1. Select the Arrow tool (or say “Arrow”) during a video call.

  2. Gaze where you want to add the arrow, and then air tap to place it.

  3. 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

  1. Select the Ink tool (or say “Ink”) during a video call.

  2. Gaze where you want to draw, and then use tap and hold to draw.

  3. 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:

  1. During a video call, select OneDrive OneDrive (or say “OneDrive”).

  2. Find and select the file you want to add.

To move an image:

  1. Gaze at it, and then select Move (or say “Move”).

  2. Tap and hold the image and move your hand to reposition it.

To resize an image:

  1. Gaze at it, and then select Scale (or say “Scale”).

  2. 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:

To Do this
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 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.

Make changes

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

In many cases, you can use voice commands 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.

Note

You can also gaze at any button and say “Select” to select that button.

Voice command Description
General
Sign out Sign out of Remote Assist.
Up Go up.
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 management
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.
Annotations
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.
OneDrive
OneDrive Open OneDrive at the root folder to insert a file.
Close Close OneDrive.
Next Go to next page in OneDrive.
Previous Go to previous page in OneDrive.
Other
Settings Go to Settings page.

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.

Here’s how:

  1. Open an app on your HoloLens.

  2. Use the bloom gesture to leave the 3D view, but don’t close the app launcher.

  3. Start Remote Assist and call your contact.

  4. Once the video call is connected, use the bloom gesture to leave Remote Assist. Your call will remain connected.

  5. 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.

Note

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 Resource field. This enables you to do heads-up, hands-free calling through HoloLens in the context of a Dynamics 365 for Field Service booking.

Note

A Dynamics 365 license is required to view Field Service bookings.

View a Field Service booking and call an expert from Remote Assist

  1. In the Contacts menu, select Dynamics 365 Dynamics 365 to open the Booking pane. (Select Dynamics 365 Dynamics 365 again to close the Booking pane.)

    The Recent Contacts screen will appear with a Booking pane to the right.

    Note

    Only bookings with the “In Progress” status are listed.

  2. In the Booking pane, select the resource (expert).

    Select the resource (expert)

  3. 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.

    Select a contact

    Note

    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.

    Note

    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.

See also

Set up and use Microsoft Teams with Remote Assist
How-to videos
FAQ