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 Microsoft has added Copilot, its AI assistant to Dynamics 365 Field Service. It is the latest application to add the use of the tool, which utilizes large language models.

Microsoft has made the latest Copilot utilization available in preview. As described by the company Copilot can enable frontline managers who receive service requests or questions via email can use the assist to “streamline work order creation directly within Outlook.” It prepopulates data, including summaries of customer escalations, into draft work orders, which then sync automatically to Field Service after being saved. Microsoft said fall updates will schedule technicians by providing recommendations based on factors such as travel time, availability and skill set. In addition, Microsoft is previewing a new Field Service mobile experience, offering “familiar mobile navigation, gestures, and controls to streamline managing work order Tasks, Services, and Products”. Technicians can now also use Microsoft Dynamics 365 Guides embedded in the mobile app. These provide technicians with step-by-step guided instructions, pictures, and videos. They can now also see upcoming work orders at-a-glance as Tasks in their Microsoft Viva Connections home experience.

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