Field technicians use the Microsoft Dynamics Field Service Mobile app to view their schedules, work orders, equipment details, and more as they travel to various customer locations each day. In this article, we’ll take a look at some basic details of the application.
Field service mobile extends the power of field service for Microsoft Dynamics CRM to mobile devices. The abilities that your people in the field need to provide customers with the best possible service on virtually any mobile device is provided by the Field service mobile.
Microsoft Dynamics Field Service Mobile Key Capabilities
Field Service Mobile is a native app for Windows, iOS, and Android mobile devices. Native apps can use device-specific hardware and software, like the camera and microphone.
Field Service Mobile has full offline capabilities. This tells that the valuable information and the work order details can be downloaded to the field technicians phones and tablets to use when internet connectivity is not available. The data on the mobile app reflects the server data when a field technician is working in online mode.
The app can be configured to always be online, online only when connected to Wifi, online when the field technician manually toggles to online mode, or never online. The entities and records that should be downloaded locally for offline mode are decided by the Sync filters which provides access to the administrators.
The phone or tablet’s GPS allows an organization to schedule work orders to the closest available field technician, calculating arrival times to customer locations and geofencing.
The app uses the device’s camera for pictures and videos. This means field technicians can take a picture of completed work to attach to an invoice or to help with resolution tracking for training purposes later on.
Using the device’s camera to scan barcodes helps field technicians in multiple scenarios including:
- Scan a barcode on a new piece of equipment that was recently installed for a customer – this automatically enters the barcode number on the customer asset record, saving the technician time from manually entering this information.
- Scan the barcode of an existing asset to automatically locate the asset record in the database. This ensures that new data is entered on the correct asset record for accurate service history.
This allows field technicians to enter notes and important work order data using the device’s speech-to-text capabilities. It’s particularly helpful for field technicians who wear protective gloves and can’t type information into mobile forms.
Capture a digital signature from a customer in the mobile form, often as approval of completed work. For more comprehensive and legally binding requirements, digital signature service providers can be integrated with.
Access emails, calendars, events and contacts by enabling Exchange and other email providers on the mobile app without having to toggle to another mobile app.
Beyond attaching documents as notes within work orders, you can integrate with document storage services like SharePoint and other cloud storage locations to provide field technicians the offline access to product manuals and instructions. Field Service Mobile also supports 3D file formats that display 3D models of equipment, tools, parts and more.
Trigger push notifications to the field technician’s device reminding him or her to perform actions or enter data. For example, you can notify field technicians with a push notification when he or she has been booked to a new work order. Selecting a push notification can take the user to specific booking, work order, or other records.
Microsoft Dynamics Field Service Mobile Device Requirements
- Available Space: The amount of required mobile device space depends on the quantity of records that an organization wants to sync to mobile.
- RAM: Minimum 512MB, though we recommend 1GB, particularly for organizations with many records and customizations.
- Processor: The typical standard is a minimum clock speed of approximately 1.4 GHz.
- Camera: Autofocus is required for both QR and barcode scanning.
- GPS: GPS is required if you are going to use any locational functionalities.
The application master password is the main security token for the mobile app. The application uses this master password to encrypt the application database and other sensitive information stored in Field Service Mobile app.
Multi-Factor Authentication (MFA)
Multi-factor authentication based on the related MS Office 365 tenant Azure active directory can be enabled for the Field Service Mobile. This adds a second layer of security with a phone call or text message for user sign-in and transactions.
Data encryption is based on an application key. The application key is randomly generated and protected by the user password. The key is used to encrypt all local Field Service data.
Synchronization is when the Field Service Mobile app calls the server for new or updated data.
Mobile Device Management (MDM)
- Application sessions: Needs login after a specific number of minutes of inactivity. After the defined time in minutes passes, Field Service Mobile asks for the password to continue using it.
- Lock: If a device is stolen or there are concerns about the security of offline data, the administrator will be able to remotely lock the application on a single device, or a group of devices.
- Wipe: In the worst case scenario, you can completely wipe out the data from the application. Regardless of the synchronization this is performed remotely by just one action.
- Force Full Sync: This forces the application to perform a full synchronization of the data during the next synchronization of the app.
You can keep an audit record of when specific entities are edited, as well as application state events and the GPS location of the device.
Field Service for Microsoft Dynamics also offers a seamless user experience through robust offline capabilities and allows technician location tracking. For more information on Microsoft Dynamics Field Service Mobile, please contact us.