Dynamics 365 for Field Service Management

A Versatile Customer Service Solution that Moves with You

Field service management is about more than just having the right tools for the job no matter where you are. It’s about being able to connect with your most important asset, your customers. With Dynamics 365 and field service management solutions from PowerObjects, you can create a customer service story that spans multiple channels, maximizes your employees’ efficiency, and exceeds customer expectations.

Key Features

  • 360° View of the Customer

    Achieve complete organizational alignment with Sales, Marketing, Customer Service, and Field Service teams for customer records.

  • Customer and Partner Engagement

    Portals provide visibility and insight through configurable web pages tailored to customer or partner roles and extend the power of your Dynamics 365 to deliver self-service options to enhance the customer experience.

  • Work Order Management

    Create work orders directly from a case, customer portal, email, or directly from your CRM and track against SLAs, entitlements, revenue and related costs, and invoicing.

  • Service Contracts

    CRM service contracts help you maintain warranty and entitlement information organization-wide.

  • Scheduling and Optimization

    Automatically schedule and assign resources based on skills, location, required parts, and work load. Routes are optimized to meet SLAs and minimize drive times.

  • Asset and Equipment Management

    Manage all equipment components for complete visibility into warranty and service agreements; total revenue and related costs; and audit history.

  • Knowledge Management

    Make crucial field service resources such as product manuals, technical support documentation, training, and related videos readily available to customer care representatives, partners, and field technicians.

  • Mobile

    Built with technicians and field agents in mind, Dynamics 365 mobile capabilities leverage the built-in features of Android, iOS, and Windows.

  • Inventory, Parts and Logistics

    Get real-time updates to ensure accurate inventory including the ability to reorder directly from Dynamics 365.

  • Analytics

    With one central repository of information, key analytics and KPIs are at your fingertips for proactive decision making.

Unmatched Benefits

  • Increase Service Revenue

    Prevent warranty leakage, enter new markets, maximize technician productivity, increase upsell/cross-sell opportunities, and speed up cash flow.

  • Increase Employee Productivity and Satisfaction

    Automate your field service operations to increase field utilization, eliminate duplicate data, and increase employee satisfaction.

  • Increase Customer and Partner Satisfaction

    Keep your customers and partners happy by opening up multi-channel communication lines, meeting or exceeding SLAs, and providing proactive vs. reactive service.

  • Reduce Costs

    Reduce overstocking costs; improve parts visibility and workforce utilization; reduce administrative overhead; and increase efficiencies.

  • Adhere to Regulatory Compliance

    Define necessary procedures, build forms, maintain audit history, and capture critical data required to stay in compliance.

ServSmart Framework

Our ServSmart framework is an end-to-end solution that helps organizations view, track, and manage all aspects of their field service process from product to service to repair. ServSmart captures data from a machine, drives that data into Azure IoT, defines the parameters to create an alert within CRM, and provides the analysis to define and refine predictive maintenance.

ServSmart Framework


Provides a 360 degree view of an asset, optimizes asset management, increases remote service efficiency, and reduces operational expenses.

Azure Data Collection & Machine Learning

Predicts parts and asset failure and automates diagnostics based on fault codes and past service history.

Connected Field Service

Increases customer satisfaction by providing support before a customer knows there is even an issue.

Business Intelligence

Provides base visibility and monitoring, including average time to failure, parts performance, and more.

Field Service Customer Success Stories

Kelly Roofing

Kelly Roofing Case Study

Kelly Roofing uses CRM for Microsoft Dynamics 365 Field Service Functionality to communicate and coordinate with their crews on the ground.

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National Oilwell Varco Case Study

NOV transformed its ability to effectively manage and schedule resources worldwide, collaborate across departments, and make data-driven decisions based on real-time updates by utilizing Dynamics 365 for Field Service.

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Red Door Company Case Study

Red Door Company uses CRM for Microsoft Dynamics 365 to centralize customer data, allow easy mobile access in the field, and a streamlined service inquiry process.

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5 Critical KPIs for Field Service Success

A Field Technologies Magazine’s Special Report.

Evolving Omni-Channel Service

Providing True Omni-channel Service in a Changing Service Landscape.

Improving Experience through Innovation

A white paper for Customer Service leaders who want to improve their customer experience capabilities.

Agents to Ambassadors

Creating Better Customer Service Experiences.

We’re Here to Help

Interested in learning how Dynamics 365 can impact your Field Service management? PowerObjects will help you.