Work with enhanced mobile application
The new user experience (UX) in the Microsoft Dynamics 365 Field Service mobile app helps service technicians swiftly access the information that they need. It offers mobile-friendly navigation, gestures, and controls, which help technicians save valuable time by helping them quickly update booking statuses and obtain driving directions to their work locations.
When you first open the enhanced mobile application, the system takes you to the agenda view.
Updating the booking status in the agenda view also updates certain time values in the underlying booking record. The system updates the following values when the status changes.
The list refers to the out-of-the-box status to which the system maps all custom statuses.
- Status updates from Scheduled to Traveling:
- Start time updates to the current time.
- End time updates to the current time plus duration.
- Status updates from Scheduled or Traveling to In progress:
- End time updates to the current time plus duration.
- If the arrival time is empty (the first time when the technician arrives onsite), then the arrival time updates to the current time.
- Status updates from Completed to In progress:
- End time updates to the current time plus one minute.
- Status updates from any status to Completed:
- End time updates to the current time.
- If a future booking is set to completed (start time is later than the current time), start time is updated to current time minus one minute. Updating the status in the agenda view doesn't change the estimated arrival time.
Navigate the enhanced application
To open the navigation menu, select More in the lower part of the screen. Initially, the mobile application's site map includes items that frontline workers need to access while they're working in the field.
Out of the box, the site map has four separate groups:
My Work - Includes information that's relevant to field representatives, such as their bookings, activities, and assigned work orders.
Customers - Provides access to account and contact records.
Assets - Use with Dynamics 365 Field Service asset management and Internet of Things (IoT) capabilities.
Time Reporting - Provides access to time management capabilities, including time-off requests and time entry.
The preceding items might not fit the needs of every organization. Organizations can modify what information is available to field representatives while they're working in the application. How to modify the application is out of scope for this module. For more information, see Customize the mobile app.
Work on a booking from the agenda view
Swipe a booking from left to right or select the booking's menu to access its quick actions. Open a booking to view the full form and update details in the unified interface (UI). Quick actions let you update the booking status and give access to Microsoft Copilot features if they're enabled.
Select the directions icon on a booking tile to open the maps app and get directions. Directions use the coordinates of the address or the address string if no geolocation is available. If you don't specify an address, the directions icon doesn't appear.
To automatically change the booking status to Traveling whenever you get directions to a work location, select Automatically update. You can change the status later in the app settings.
Work with Copilot
Microsoft Copilot in Field Service provides technicians with a quick summary of their work orders, highlighting key details so that they don’t need to search across multiple forms and tabs. It reduces interactions and time spent in the mobile app, helping technicians stay productive.
The new mobile UX integrates Copilot in Field Service, which helps technicians quickly update work orders and view summaries. To open Copilot, swipe left on a booking.
You have two available options:
- Summarize- Generates key points about the work order based on your work order summarization configuration.
- Update- Describe your recent activities, and then the mobile app updates your progress accordingly.
Use embedded Dynamics 365 Guides in the mobile app
If your organization uses Dynamics 365 Guides, the new Field Service mobile app experience allows you to access guides from mobile devices. If Dynamics 365 Guides is in the same environment as Field Service, a Library option appears in the lower part of the app. Select that option to access your organization's guide library, search for specific guides, and follow them step by step.