What can CoPilot do:
I am excited to see how Copilot is transforming the way we work in Dynamics 365 Field Service. It’s basically a next-generation AI assistant that helps both office teams and field technicians work smarter and faster.
With Copilot, you can quickly summarize work orders, sites, invoices and even catch up on any recent changes before heading onsite. Office Administrators and technicians can simply chat with Copilot in natural language to get answers, prepare for visits, or find the information they need without digging through records.
What is even more powerful is how Copilot helps with work order creation and management. It can suggest updates, recommend scheduling options, and help fill in key details just by typing or speaking in the mobile app. Technicians can also generate on-demand summaries to instantly see status, priority, tasks, and recommended next steps.
In short, Copilot is making field service more efficient, more intuitive, and a lot more productive by helping frontline workers focus less on admin work and more on delivering great service.
Prerequisites:
–> Copilot is part of the Dynamics 365 Field Service web app, no other license required.
–> One must be an Administrator to enable the copilot feature for all users in the environment from the Power Platform Admin Centre.
–> Allow data movement across regions for Generative AI features as a prerequisite for running copilot in Power Apps. This step is especially important if your organization and your environment are in different regions.
–> Active Dynamics 365 Field Service subscription.
–> Latest version of the Dynamics 365 Field Service mobile application
–> Copilot Feature Enabled in your Dynamics 365 environment
–> Field technicians and users should have the necessary permissions to access work orders, update records, and use Copilot features.
–> The mobile app should be installed on supported devices (iOS or Android) with reliable internet connectivity.
Chat with CoPilot:
Select CoPilot icon from the App Header and Technicians start to ask questions to the CoPilot in the natural language about the information stored in the system. Alternatively, one can select the view prompts in the side pane to see a library of predefined prompts that enables the CoPilot to talk to you.
Examples:
–> List of Work Orders for the Site
–> Who is booked for the Work Order (W0123456)
–> What are the Products used in the Work Order (W0123456)
Customizing CoPilot chat:
The out-of-the-box Field Service app module includes a preconfigured agent for the Copilot chat called Copilot in Power Apps – Field Service.
By using the customization capabilities of Copilot Studio, enrich the copilot chat user experience with more input from the website and company files.
Add more topics and customize them to use various trigger types and initiate actions like flows, connectors, and Dataverse plug-ins.
References:
https://learn.microsoft.com/en-us/dynamics365/field-service/copilot-side-pane