Dynamics 365 Remote Assist Mobile user guide (in preview)

[This topic is pre-release documentation and is subject to change.]

The Microsoft Dynamics 365 Remote Assist mobile app extends the capabilities of Dynamics 365 Remote Assist to work with Android ARCore-capable phones (in addition to Microsoft HoloLens). Technicians can use their phones to connect and collaborate with an expert on Microsoft Teams. Using live video calling and mixed reality 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 the Remote Assist mobile app:

  • An Android ARCore-capable phone (tablets are not currently supported), with ARCore installed. View the full list of supported devices.

  • A Google Play account.

  • The Remote Assist mobile app.

  • 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 Remote Assist together with Dynamics 365 for 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 for Field Service web application

  • Dynamics 365 for Field Service mobile app

Get started

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

A Microsoft Teams account is required to use Remote Assist 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: https://play.google.com/store/apps/details?id=com.microsoft.ramobile.

  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 Android phone.

  2. Sign in with your Microsoft Teams account.

    Sign-in screen


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

  3. In the dialog box that appears, select Enable Feature to link Remote Assist to Dynamics 365 for 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

Make a call

After signing in, you’ll see the Contacts page, which is the main page in the Remote Assist mobile app. 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

Add annotations

You can add annotations to your screen to share with an expert on the call. To create annotations, your phone 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. 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


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

Add an annotation

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

Annotation bar

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

Minimize or restore the toolbar

To minimize the toolbar if you want to see more of the screen:

  • Select the arrow on the right side of the toolbar.

    Minimize bar

To restore the toolbar to its original size:

  • Select the Pen button.

    Pen button

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 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. Using landscape view provides a wider field of view, which may improve the experience for the remote expert on the call.

Use Remote Assist together with Dynamics 365 for Field Service

You can use Remote Assist together with Dynamics 365 for 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 the Remote Assist mobile app for the first time, you’re prompted to link Remote Assist to Dynamics 365 for 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 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 a Booking screen, select the appropriate booking to post the call data to.

    Select a Booking screen


    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 to get direct access to the product team forum and provide feedback on the mobile app preview:

  1. Sign up for the Dynamics 365 Remote Assist Mobile Public Preview Insiders Program at https://experience.dynamics.com.

  2. Select the Insider Program box, which will lead you to the Insider Program application.

    Insider Program button

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

Troubleshoot Dynamics 365 for Field Service integration with Remote Assist