One of the recent improvements I have really liked in Dynamics 365 Field Service is the AI-generated Work Order Summary (Copilot).
With a simple Generate / Regenerate button on the Work Order form, users can now get a clear, contextual snapshot of the entire work order and its related data without navigating across multiple tabs.
What the Work Order Summary brings together:
-> Work order status & priority
-> Tasks and bookings
-> Required parts / materials
-> Other related operational details
This makes life much easier for technicians, dispatchers, and managers, especially when they need to quickly understand what has happened so far and what’s next.
A couple of important things to note:
-> The summary is generated on demand and can be refreshed anytime.
-> It is not stored on the record but Copilot generates it dynamically based on the current state of the work order and related records.
Recent updates now allow administrators to configure what data goes into the summary:
-> Select specific fields from the Work Order and related tables
-> Include business-critical details like Primary Incident, Account, or custom fields.
The Copilot summary is also part of the new Work Order experience:
-> Cleaner layout with contextual fields
-> Fewer clicks and better visibility of the Generate Summary action
Even better the summary is now available in the Field Service Mobile app, allowing users to generate it directly from bookings or action menus while on the move.
Overall, a practical and well-thought-out enhancement that genuinely improves usability and productivity in Field Service.