Working deeply with Dynamics 365 Field Service, I have observed that many organisations across the globe successfully deploy Field Service but only a few truly transform their service operations.
My key observations:
Treating Field Service as a Work Order System
People expect the Field Service is just a
“Create work orders → schedule → close”
Without realizing they are only using a fraction of the platform.
Field Service is not limited to job management. It is about the
- Asset Management
- Predictive maintenance
- Connected service experience
- Product Management
Few organisations seeing real ROI are designing for service outcomes, not realizing it as a holistic process automation.
Over-customisation instead of Best Practice configuration
This one is still the biggest performance intruder particularly on mobile.
- Heavy scripts
- Unnecessary plugins
- Overloaded forms
These can impact technician’s field level experience.
Designing the system for the technicians on the Road
The most successful projects I have seen had one thing in common:
Mobile experience is designed for real-world usage in front of an asset in the cellar rooms, diesel pump rooms where the network reception is at minimum.
That shift factors in the:
- Simpler forms
- Fewer clicks
- Clear booking flow
- Faster sync
And then adoption eventually kicks in.
Measuring deployment success instead of service maturity
Going live is a marathon not just a task.
The real questions post deployment are:
- Has first-time-fix rate improved?
- Has asset downtime reduced?
- Has Technician’s turnaround time improved?
- What percentage of SLA improved?
And it is here where the Field Service becomes a business enabler.
Final thought
In 2026, companies running Field Service is about the:
- Performance first design
- Operational clarity
What is the most common challenge you are seeing in Field Service implementations today?
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