Enhancing Field Service with Dynamics 365 Copilot3 min read

Published On - October 6, 2024

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Сarl Tremblay

Copilot in Dynamics 365 Field Service offers a transformative AI-driven experience for frontline workers, streamlining daily tasks and boosting productivity. Integrated within the Dynamics 365 Field Service Web App’s side pane, this powerful tool provides real-time support through a user-friendly chat interface, allowing users to interact in natural language.

Key Features of Copilot in Dynamics 365 Field Service

  1. Summarize Work Orders:
    Copilot generates concise summaries of work orders, allowing you to quickly access key information and saving valuable time. With all the details at a glance, you can stay focused on what’s important.
  2. Real-Time Record Updates:
    Stay informed with instant updates on recent changes to your records. Copilot ensures you’re always up to date, making it easier to respond quickly and stay on top of evolving tasks.
  3. Onsite Visit Preparation:
    Preparing for onsite visits is easier with Copilot, as it compiles relevant information and reminders to ensure you’re fully equipped. No need to dig through records—Copilot brings everything you need into one place.
  4. Answer Queries with Ease:
    Engage with Copilot in natural language to get fast, accurate answers to any questions related to your work orders, schedules, or other tasks. This AI-driven interaction helps reduce the time spent searching for information.

Enabling Copilot for Modern Apps

To take advantage of Copilot’s powerful capabilities in Dynamics 365 Field Service, some prerequisites must be met. Here’s a quick guide:

  • Administrator Setup:
    As an administrator, you’ll need to enable the “Copilot for model-driven apps” feature in your environment using the Power Platform Admin Center.
  • Environment-Specific Considerations:
    Each environment must explicitly allow the use of generative AI, which may require enabling data movement across regions depending on where your environment is hosted. For example, in regions like Europe, which have generative AI endpoints, data movement is unnecessary for hosted environments.
  • Licensing Requirements:
    A Dynamics 365 Field Service license is required to access Copilot. Note that no additional licensing is needed beyond your Field Service license to use Copilot in this capacity. However, some advanced features, such as using Copilot in Microsoft Teams (e.g., asking Copilot about work orders), do require an additional Microsoft 365 Copilot license.

Adding Copilot for App Users

To enable Copilot for your team, follow these simple steps:

  1. Enable Copilot in the Power Platform Admin Center:
    Navigate to the Power Platform Admin Center, select your environment, then go to Settings > Features. Under the option that allows users to analyze data using an AI-powered chat experience, select either “On” or “Default.”
    • Default: Copilot chat is turned off for PowerApps-licensed environments but is enabled for Dynamics 365-licensed environments.
    • On: Copilot chat is enabled regardless of the licensing type.

Accessing and Using Copilot Chat

Accessing Copilot chat is easy. Simply click the Copilot icon, located on the right side of the application header, and you’re ready to begin interacting with the AI assistant.