Dynamics 365 Field Service 2020 Release – Wave 2: My Favorite items!


It’s that time of year when we all get to know what is coming in the next release for Dynamics 365. The release notes have been made available for both Power Platform and Dynamics 365 apps. I like to use the analogy of the weeks before Christmas seeing all the amazing presents under your tree, but you can’t open a single one yet…even though you know what is in each box! Exciting and frustrating at the same time!!!

So here are my favorite Field Service items from the 2020 Release – Wave 2!

Asset hierarchy and location on work order enhancements

Enabled forPublic previewEarly accessGeneral availability
End users by admins, makers, or analystsAug 2020Oct 2020

Feature Detail (from Release Notes) –With this feature you can model your customers’ physical spaces. You can build a location hierarchy and link your assets to a functional location. For example, you can model a physical space with a hierarchy that includes campus, buildings, floors, rooms, and common areas, as well as link assets to the related functional location. When creating work orders, you can select a functional location so your technicians can quickly check the asset’s location. Admins will be able to build location hierarchies with intuitive tools.

My Take – Limitations currently placed on service accounts and related assets are eliminated. We will now be able to define if, for example, an HVAC asset is located on the Roof of Building A, whether Building A is located at the same physical address as the service account or if it is located at a specific lat/long address or other physical location. This greatly improves the ability to understand general service locations within a service account to improves technician capabilities to access assets effectively. Additionally, scenarios can now can now be enabled where a manufacturing company can house parts or equipment (which are their assets) that remain in their physical inventory at their customer’s location that their technicians can access. Bottom line, this enables some very cool possibilities!

Rating: 5 out of 5.

Field Service Inspections

Enabled forPublic previewEarly accessGeneral availability
End users by admins, makers, or analystsAug 2020Oct 2020

Feature Detail (from Release Notes) –Field Service includes the capability to define and capture inspections. It enables customers to:

  • Create an inspection through a designer experience.
  • Associate an inspection with a work order.
  • Complete an inspection via a mobile experience (including the Field Service Mobile application).
  • Capture the inspection results for analysis or further action.

My Take – I have been digging deep into Inspections during the current public preview and have been impressed. While the preview does not have all capabilities which will be released in Wave 2, it adds great capabilities to Field Service technicians which enable standard checklist actions to drive business decisions and notifications, as well as documentation to start a claims process, for example. For more information on what is capable with Inspections, take a look at my previous blog post here.

Rating: 4 out of 5.

Dynamics 365 Field Service Mobile App updates for Technician Efficiency

Enabled forPublic previewEarly accessGeneral availability
End users by admins, makers, or analystsAug 2020Oct 2020

Feature Detail (from Release Notes) –

  • Push notifications to alert technicians of important updates, such as a new or canceled booking.
  • Real-time sharing technician location with the back office via geofencing support.
  • Customized reporting.
  • Offline enhancements (such as Sync perf improvements, manual force sync, and app runs offline by default).

My Take – If we are able to reach parity (in October 2020, not in the fullness of time) between the Field Service Mobile and the newly released Field Service Mobile (Dynamics 365) Power App, then this will go to 5 stars.

Rating: 4 out of 5.

Integration with Supply Chain Management

Enabled forPublic previewEarly accessGeneral availability
End users by admins, makers, or analystsAug 2020Oct 2020

Feature Detail (from Release Notes) – With this feature, technicians using Field Service can easily and seamlessly initiate purchase orders that flow into Dynamics 365 Supply Chain Management without switching apps or initiating manual workflows outside of Dynamics 365.

My Take – Dual Write for integration between CDS and Unified Operations has been an interesting development and has tons of potential. However, until now the Field Service entities have never been exposed formally via this integration. Sure, you could create a custom project to map these entities but I always was hoping for a more standard solution. While this new feature is not everything I could want, it does enable a parts ordering scenario from Field Service to Supply Chain Management.

Rating: 3 out of 5.

Honorable Mention – Upcoming Preview Features

FeaturePublic Preview
Using Power Automate for Field Service WorkflowOct. 2020
Predictive Work DurationOct. 2020
Technician LocatorDec. 2020

Stay tuned for my favorite upcoming features from Remote Assist, Guides, and Project Operations!!!

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