Driving empathetic, connected service experiences with Dynamics 365

Driving empathetic, connected service experiences with Dynamics 365

This article is contributed. See the original author and article here.

The ongoing global pandemic has permanently changed our livesfrom how we interact, where we work, and how we work. If there’s one major takeaway we’ve learned from the continuously evolving macroeconomic climate, it’s that efficient, reliable, and timely service delivery has become more critical than ever. The sophisticated, often complex machinery and equipment that keep our businesses and society running smoothly depend on regular servicing and maintenance.

Efficient field service management is an area that is fast becoming a top priority for organizations worldwide. With the infusion of cutting-edge technology including mixed reality, machine learning, and AI, Microsoft Dynamics 365 Field Service has enabled organizations to deliver timely service to their end customers and drastically reduced the need for onsite visits especially during a time of stringent travel restrictions and border closures.

For frontline workers who previously had to only focus on how to install, diagnose or repair a device, they now needed to focus on getting the job done with minimal in-person contact and social distancing measures. TSIA reported that 78 percent of field service organizations ceased deploying technicians to customer sites during the height of the pandemic.1 This may have been a reaction to 75 percent of consumers not wanting a field technician physically in their home unless absolutely necessary.2

The heart of field service lies in its people-centricitythus, having to physically distance oneself from the customers whom you serve inevitably puts most companies in a challenging position. This frustration led to an evolution in service delivery. The pandemic compelled field service workers to rethink their overall approach to daily operations, including completing initial diagnostics and troubleshooting by telephone, video calling, and other digital tools where possible. To comply with social distancing measures, field technicians often had to arrange onsite visits only when customers would be on break or away from the site. Technicians made every effort to minimize their time onsite and needed to ensure they had all the right parts and tools ready so they would not have to return for follow-up visits to complete the task. These accommodations may have helped to maintain or at least reduce any negative impact on service delivery rates despite limited resources due to travel and other restrictions but may not be sufficient when organizations are faced with a sudden deluge of service requests.

Now, many companies have begun investing in tools like Dynamics 365 Field Service and Dynamics 365 Remote Assist that can help ensure the health and safety of both the technician and customers while maintaining business continuity regardless of ongoing global situations. Together, these tools enable organizations to deliver exceptional servicebe it remote or in-person, if neededto customers, automate time-consuming case creation and work order processes to ultimately help organizations develop resiliency to weather through challenging times.

Adoption of Connected Field Service

During the COVID-19 pandemic, service organizations pivoted to new work arrangements faster than they expected, and companies jumped quickly ahead into the future workplace. One of these pivots was the turn to virtual productivity platforms, namely Connected Field Service, which has provided a wealth of advantages. These platforms allow service providers to fix problems remotely and even proactivelyall while avoiding onsite services that could otherwise compromise employee and customer safety. The enormous value of this technology was realized during the height of the pandemic, making it useful and applicable across many industries. This realization fueled explosive growth in Connected Field Service, which would’ve taken a longer, slower path without the urgency of digital transformation during these critical times.

The global pandemic greatly accelerated innovation in service delivery with Connected Field Service and rapidly became a prerequisite for not only survival, but success in a variety of industries. Transitioning from the typical break/fix model, Connected Field Service has revolutionized this traditional business model, going beyond proactive to now even predictive service models that utilize multiple facets of asset maintenance, Internet of Things (IoT) diagnostics, scheduling, and inventory management on a single platform.

Connected Field Service has been proven to dramatically improve productivity and achieves a quick return on investment. This cohesive solution using Dynamics 365 Field Service and Remote Assist has truly transformed the field service management categorywhat used to take several technicians hours or even days to manage manually can now often be resolved in mere minutes with real-time support from remote experts using 3D mixed reality annotations right within the technician’s real-world environment. Now, service management cases can be easily created, edited, and managed end-to-end through one connected system to help track issues from ticket creation all the way through to issue resolution.

By using Connected Field Service, companies can identify and address issues more effectively with remote monitoring of IoT devices that can send IoT signals and trigger alerts via Dynamics 365 Field Service. Technicians can remotely diagnose and troubleshoot issues even before the customer detects the issue, minimizing costly downtime and time-consuming service calls. Field service organizations can also leverage device diagnostic data to proactively schedule device service and leverage predictive analytics with AI, increasing productivity and reducing costs associated with the reactive break/fix model.

Connected Field Service offers a solution to the dilemma of service delivery in a landscape where physical and digital environments are blending. As devices, sensors, gateways, data, and applications become more advanced and as connectivity methods become more economical like IoT plug and play, more technologies can be easily connected to these networks and achieve even greater efficiencies.

Predicting the future of Field Service Management

The need for Connected Field Service will undoubtedly continue to growaccelerating response times, increasing productivity, reducing operational costs with the ultimate goal of exceeding customers’ expectations to drive long-term customer satisfaction and loyalty. In fact, Juniper Research estimates that the number of IoT devices this year will reach 46 billion and this figure is expected to jump to 125 billion by 2030.3

Contact-free service will continue its evolution as more and more customers become advocates of the experience, embracing the idea of new technologies, processes, and procedures while driving migration to IoT devices. Meanwhile, AI-driven technician scheduling will help organizations optimize resources and minimize costs by ensuring that technicians with the right skillsets are dispatched whenever and wherever they are needed.

Advances in AI and mixed reality will help spur additional growth by increasing productivity with leading-edge tools such as Dynamics 365 Remote Assist on both iOS and Android mobile devices and the HoloLens 2. Field service organizations can enable Dynamics 365 Remote Assist One-Time Calling (OTC) for customers to walk them through processes to deliver remote, contact-free service. Mixed reality will also enable customers to share their real-time views with remote experts to help minimize the need for in-person, onsite support. No wonder some industry analysts expect shipments of mixed reality devices to exceed five million in the next three years.4

Of course, there will always be issues that will require in-person onsite support, such as emergency response or complex machinery repairs, but for a large segment of work, remote work is certainly a valuable option and is likely here to stay. For jobs that must be serviced onsite, advances in AI will help enhance the process by optimizing scheduling resources and dispatching technicians with the right expertise. For instance, advanced AI capabilities within Dynamics 365 Field Service will optimize technician schedules by automatically dispatching the most experienced technician closest to the customer site. Plus, the Field Service mobile app will automatically notify the customer by text so that they are aware of the service technician’s estimated arrival time, and can easily track the technician’s geolocation via the app.

When onsite, technicians can use mixed reality technology like Dynamics 365 Remote Assist on HoloLens 2 to access critical information about the device they’ve been sent to repair, including service history and diagnosticsall anchored within their real-world environment. If they encounter any unexpected complexities during the repair, they can simply connect with a remote expert to share their real-time view, and leverage 3D annotations right in their physical work environment to help guide them along.

Embracing innovation

Cloud-based technologies, the adoption of mobile-based, and Connected Field Service management solutions have all helped create the right conditions to enable field workers to complete their service requests remotely and efficientlymuch to the delight of customers.

These challenging times in human history have taught us to embrace innovationnot just to merely weather through the storm, but to ensure long-term resilience. Connected Field Service is no longer an option and mixed reality technologies like Remote Assist, HoloLens 2, and Dynamics 365 Guides are anything but science fiction. These technologies have all earned their place in service delivery and together, help to fuel business continuity, create additional revenue streams, and most of all, ensure customer satisfaction and long-term engagement. Discover how to deliver empathetic, connected service experiences today.

Find out more on Connected Field Service.

Learn about Dynamics 365 Field Service and delivering proactive service.

Get the latest on Dynamics 35 Remote Assist and Dynamics 365 Guides.


1-“Impact of COVID-19 on OEM Field Service Organizations“, Vele Galovski, TSIA, April 9, 2020

2-“Enhancing Remote Maintenance using Visual Technology“, Andrew Mort, CustomerThink, September 10, 2020

3-“How Many IoT Devices Are There in 2021?“, Juniper Research, March 29, 2021

4-“Mixed Reality For Field Service“, Danny Wieder, Field Service News, June 3, 2019

The post Driving empathetic, connected service experiences with Dynamics 365 appeared first on Microsoft Dynamics 365 Blog.

Brought to you by Dr. Ware, Microsoft Office 365 Silver Partner, Charleston SC.

The New Surface Podcast Series!

This article is contributed. See the original author and article here.

Hey HLS Blog Members!


 


We’ve been thinking about this for a while and we’ve decided that its time to share a bit more about Microsoft and its journey into the hardware world. We’re taking you down the road to learn a bit more about the Microsoft Surface Business. We’ll be sharing weekly recordings of the current state of the hardware world and how it fits into the world of Health and Life Sciences. We ask that you join us and watch the session available on youtube.

New transactable offers from Soft Flow, jtwo solutions, and CloudCheckr in Azure Marketplace

New transactable offers from Soft Flow, jtwo solutions, and CloudCheckr in Azure Marketplace

This article is contributed. See the original author and article here.








Microsoft partners like Soft Flow, jtwo solutions, and CloudCheckr deliver transact-capable offers, which allow you to purchase directly from Azure Marketplace. Learn about these offers below:

















Soft Flow logo.png

Soft Flow Managed Service Backup: In this offer, Soft Flow will set up and manage Microsoft Azure Site Recovery and Azure Backup to ensure your company’s workloads replicate on physical and virtual machines, especially during outages. Soft Flow engineers and consultants will make sure your data is always safe, available, and recoverable.


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cloudstep: cloudstep from jtwo solutions provides cloud cost modeling and financial analysis, enabling chief financial officers and IT managers to answer such key questions as “How much would this application cost to deliver?” and “How would it compare to other options?” Seize the benefits of the cloud while avoiding the pitfalls of overspending.


CloudCheckr logo.png

CloudCheckr CMx for Multi-Cloud Governance: CloudCheckr CMx delivers total visibility in Azure and other public clouds, making complex cloud infrastructure easy to manage and govern. Customizable dashboard alerts and reporting help you take control of your Azure or multi-cloud infrastructure and scale with confidence.



Monitoring Microsoft Security Posture in Azure Sentinel

Monitoring Microsoft Security Posture in Azure Sentinel

This article is contributed. See the original author and article here.

Overview


 


Thanks to @Matt_Lowe (Program Manager – Azure Sentinel) and @BenjiSec  (Program Manager – Azure Sentinel) for the technical brainstorming, contribution, implementation and proof reading! 


 


Microsoft Secure score is a security analytics solution that gives you visibility into your security portfolio and how to improve it. Azure Sentinel is a SaaS Security Information and Event Management solution providing visibility and management of the threats in an environment.  The following blog shows how you can leverage Azure Sentinel to gain visibility into Microsoft Secure Score alongside other security data.  


 


Requirements & Use Cases


 


SOC team want to pull and ingest Microsoft Secure Score data, recommendations, profiles, Azure Defender , Microsoft 365, Microsoft Defender for Endpoint, and Microsoft Cloud App Security data to Azure Sentinel for further investigation, compliance and hygiene security purpose to have a consolidated unified security posture view in addition to the following use cases:


 



  • Monitor, track and report on their organization configuration baseline and score in downstream reporting tools.

  • Integrate the data into compliance or cybersecurity insurance applications.

  • Integrate Secure Score data to drive a hybrid or multi-cloud framework for security analytics.


 


Microsoft Secure Score


 


Microsoft Secure Score helps organizations:



  • Report on the current state of the organization’s security posture.

  • Improve their security posture by providing discoverability, visibility, guidance, and control.

  • Compare with benchmarks and establish key performance indicators (KPIs).


To help you find the information you need more quickly, Microsoft improvement actions are organized into groups:



  • Identity (Azure Active Directory accounts, roles, Microsoft Defender for Identity)

  • Device (Microsoft Defender for Endpoint)

  • Apps (email and cloud apps, including Office 365 & Microsoft Cloud App Security)


In the Microsoft Secure Score overview page (under the Microsoft 365 Security Portal), view how points are split between these groups and what points are available. You can also get an all-up view of the total score, historical trend of your secure score with benchmark comparisons, and prioritized improvement actions that can be taken to improve your score:


 


securescore1.PNG


 


You’re given points for the following actions:



  • Configuring recommended security features

  • Doing security-related tasks

  • Addressing the improvement action with a third-party application or software, or an alternate mitigation


The following are scores you can add to your view of your overall score to give you a fuller picture of your overall score:



  • Planned score: Show projected score when planned actions are completed

  • Current license score: Show score that can be achieved with your current Microsoft license

  • Achievable score: Show score that can be achieved with your Microsoft licenses and current risk acceptance


Your score is updated in real time to reflect the information presented in the visualizations and improvement action pages. Secure Score also syncs daily to receive system data about your achieved points for each action.


 


For more details, please visit Assess your security posture with Microsoft Secure Score & Microsoft Secure Score


 


 


Implementing Secure Score data into Azure Sentinel


 


The Security API in Microsoft Graph makes it easy to connect with Microsoft Secure Score in the Intelligent Security Graph. It allows you to more readily realize and enrich the value of these solutions.


 


Acquiring the Secure Score data from the API requires you to setup a few pre-requisites:


 



  • 1st, you should choose your consumption model. If you plan to have a non-user-interactive application to retrieve data from the API, you should opt for the Service-To-Service Authentication model, If your application will require an administrator to provide their logon credentials each time you pull data from the API, you should opt for the user OAuth model. Reference information about this model is located here. If you are a CSP application developer partner you can also find information here.

  • 2nd, you will need to register your application in Azure Active Directory in order to call the API. You need to grant the SecurityEvents.Read.All and SecurityEvents.ReadWrite.All permission scopes. 


 


Below is the list of Secure Score exposed APIs:


 






























List secure scores List secureScores https://graph.microsoft.com/v1.0/security/secureScores
Get secure score Get secureScore https://graph.microsoft.com/v1.0/security/secureScores/{id}
List secure score control profiles
List secureScoreControlProfiles https://graph.microsoft.com/v1.0/security/secureScoreControlProfiles
Get secure score control profile Get secureScoreControlProfile https://graph.microsoft.com/v1.0/security/secureScoreControlProfiles/{id}
Update secure score control profiles
Update secureScoreControlProfile https://graph.microsoft.com/v1.0/security/secureScoreControlProfiles/{id}

 


Step(1): Register an App 


Create and register Azure AD App to handle the authentication and authorization to collect the Secure Score data from the Graph API and Microsoft Defender for Endpoint API. Here are the steps – navigate to the Azure Active Directory blade of your Azure portal and follow the steps below: 


 



  1. Click on App Registrations 

  2. Select ‘New Registration 

  3. Give it a name and click Register. 

  4. Click API Permissions blade. 

  5. Click Add a Permission. 

  6. Click Microsoft Graph. 

  7. Click Application Permissions’. 

  8. Search for ‘SecurityEvents’, Check SecurityEvents.Read.All  and SecurityEvents.ReadWrite.All and ‘Click Add permissions. 

  9. Click grant admin consent’. 

  10. Click Certificates and Secrets’. 

  11. Click New Client Secret 

  12. Enter a description, select never. Click Add. 

  13. Note– Click copy next to the new secret and store it somewhere temporarily. You cannot come back to get the secret once you leave the blade.  

  14. Copy the client Id from the application properties and store it. 

  15. Copy the tenant Id from the main Azure Active Directory blade and store it. 

  16. Now we need to add permissions connected to Microsoft Defender for Endpoint:

    1. Click on +Add a permission and click on APIs my organization use. Search for WindowsDefenderATP and select it. Select Application permissions and then search and select Score.Read.All and click on Add permission 

    2. Click on +Add a permission and click on APIs my organization use. Search for WindowsDefenderATP and select it. Select Application permissions and then search and select SecurityRecommendation.Read.All and click on Add permission 

    3. Click on +Add a permission and click on APIs my organization use. Search for WindowsDefenderATP and select it. Select Application permissions and then search and select Vulnerability.Read.All and click on Add permission 




SecureScore1.gif


 


Next, go to Azure portal (portal.azure.com) and get your Log Analytics Workspace ID & Key. Search for Log Analytics workspaces, and open workspace on which you have Sentinel connected to. Click on Agents management from left menu and copy Workspace ID and Primary key. 


 


Additionally, we need to make sure that our Microsoft Cloud Application Security data connector is on and that we are ingesting Shadow IT data (Cloud Discovery Logs). If MCAS data connector isn’t enabled, please follow this instructions – Connect Cloud App Security data to Azure Sentinel | Microsoft Docs. 


 


Step(2): Deploy Microsoft Security Posture Connector – Playbook 


 


The M365 Security Posture connector template will deploy an Azure Logic App that is configured to ingest data from the different M365 Defender products to highlight the statuses of entities within the environment. The connector calls upon HTTP API to gather this data from the different products, with the products being:


 



  • Microsoft Defender for Endpoint

  • Microsoft 365 Defender


Azure Defender and Microsoft Cloud App Security data will be referenced in the related workbook via the built-in connectors and data ingestion channels.


 


The connector will be fetching logs such as:



  • MDE Secure Score

  • MDE Exposure Score

  • MDE Recommendations

  • MDE Vulnerabilities

  • M365 Secure Score


The workbook will also be referencing data from Azure Security Center and Microsoft Cloud App Security such as:



  • ASC Secure Score

  • ASC Recommendations and Regulatory Compliance

  • MCAS ShadowIT


 


Option (1):


 



  1. Click on the “Deploy to Azure” button (Showing below)

  2. Once in the Azure Portal, select the Subscription and Resource Group that Azure Sentinel is under.

  3. Enter the details that are required for the Playbook.

  4. Click “Review and Create”.

  5. Click “Create”.

  6. Within a minute or two, the template should deploy and the Playbook should appear within the Azure Sentinel environment.


SecureScoreimg5.PNG


 


 


Option (2):


 



  1. Enter the template within the GitHub folder.

  2. In the top right corner, select Raw.

  3. Copy the raw text within the template.

  4. Go to the Azure Portal.

  5. Within the search bar at the top, type “Deploy” and select “Deploy a custom template”.

  6. Select “build my own template in the editor”.

  7. Within the template space, paste the text copied from GitHub.

  8. Select the Subscription and Resource Group that Azure Sentinel is under.

  9. Enter the details that are required for the Playbook.

  10. Click “Review and Create”.

  11. Click “Create”.

  12. Within a minute or two, the template should deploy and the Playbook should appear within the Azure Sentinel environment.


SecureScore2.gif


 


Step(3): Deploy Microsoft Security Posture Workbook


 


Purpose of this Workbook is to show different Microsoft Secure Scores at one place with the information about possible vulnerabilities and recommendations how to improve secure score. We will be covering Azure Security Center, Microsoft 365, Microsoft Defender for Endpoint, and Microsoft Cloud App Security data. 


 


We need to ingest the data from Microsoft 365 Security about secure scores and exposure score, as well as the list of controls, vulnerabilities, and recommendations. 


 


Now we can create a new workbook and update the json (M365SecurityPosture.json – workbook json code uploaded to Azure Sentinel official github repo), go to Sentinel environment and click on Workbooks and click on +Add workbook. Click on Edit and choose Advanced editor , then Enter the name of you Workbook (ex. Microsoft Security Postureand click on Save:


 


SecureScoreimg3.PNG


 


SecureScoreimg4.PNG


 


 


Notes & Consideration


 



  • You can customize the parsers at the connector’s flow with the required and needed attributed / fields based on your schema / payload before the ingestion process, also you can create custom Azure Functions once the data being ingested to Azure Sentinel

  • Azure Function can be used to create the custom connector as well

  • Couple of points to be considered while using Logic Apps:



 


Get started today!


 


We encourage you to try it now!


You can also contribute new connectors, workbooks, analytics and more in Azure Sentinel. Get started now by joining the Azure Sentinel Threat Hunters GitHub community.


 

Create trackable tasks from your ad hoc Teams messages

Create trackable tasks from your ad hoc Teams messages

This article is contributed. See the original author and article here.

Tasks happen everywhere. They can pop up in an email thread, working file, or team chat—really, wherever you work most often. But ad hoc tasks like this are disruptive and often forgotten. We’ve all been there: you promise yourself (maybe even out loud) that you’ll definitely remember so-and-so’s request only to forget it a minute later.


 


That’s why one of our goals at Microsoft is to help you quickly capture those kinds of informal tasks the moment they happen. We’ve done this for emails in Outlook and comments in Word, Excel, and PowerPoint docs—and starting today, you can create tasks from Microsoft Teams messages on desktop and web.


 


This update also addresses one of the most requested asks from customers. Before, lots of people were using third-party apps or creating Power Automate flows to convert Teams asks to tasks; now, that conversion is natively built into the Teams experience.


 


Converting a Teams message into a task on desktop or web is super easy: hover over the message, select the ellipses () from the pop-out menu > More actions > Create task.


 


createtasks.gif


A task created this way opens a pop-out window directly in Teams for editing its details. Here, you can choose to add your task to the default Tasks list in To Do or a specific Planner plan. Added tasks will show up in both Tasks in Teams and the standalone To Do or Planner apps. The editable task details are slightly different depending on which option you select:


 



  • If you add the task to the To Do Tasks list, you can edit the task name, priority, due date, and notes.

  • If you add the task to a Planner plan, you can edit the task name, priority, due date, notes, progress, and bucket. You can also assign the task and decide whether to post a reply about it to the original Teams message thread.


 


Task editing options for adding your task to the To Do Tasks list (left) and a Planner plan (right)Task editing options for adding your task to the To Do Tasks list (left) and a Planner plan (right)


 


But you’re busy, and this might seem like a lot to fill out for a simple task—especially if you don’t know all the details up front. That’s why Teams auto-populates the task name and notes fields for you, getting your task in the queue right away so it’s not forgotten while you wait on more information. The default name matches the first paragraph of the message, while the default notes field includes details from and a link to the original message.


 


Choosing to post a reply helps everyone on your team track the task and keeps those assigned to it accountable. This option produces a short summary graphic in the original Teams message with a button to open the task in the Tasks app, where you can manage that task in the context of your Tasks list or the underlying Planner plan.


 


Summary graphic from posting a reply about the created taskSummary graphic from posting a reply about the created task


This new way to capture tasks is perfect for tracking requests that come out of informal Teams messages and gives your team additional control and confidence over ad hoc requests. If your team asks a question you can’t answer without more research, convert that ask into a task. If your manager pings you for updated sales numbers, assign that ask to your sales lead as a task. If a colleague needs help finishing her presentation, get your entire team involved to deliver it on time. Tasks from Teams messages automatically appear alongside your other tasks in the Tasks app and To Do or Planner, so you can nix the sticky notes and instead manage all your tasks together. Plus, creating tasks out of ad hoc requests relieves the stress of trying to remember (or find) what was asked of you—all those requests are in one place.


 


Bonus coverage! Creating tasks from Teams messaging isn’t the only Tasks app news this month. You can now delete and rename any task from Planner and To Do directly in Tasks. Before, you had to do this from each standalone app.    


 


We’d love to hear your thoughts on other ways we can help you capture tasks from wherever you’re working. Post a comment below with your ideas or feedback. You can also send us feature suggestions and report a problem directly in Teams: simply select Help in the button left corner of the app and choose the best option for your input. And keep visiting our Tech Community Blog for all the latest Tasks in Teams and Planner news.