In an industry defined by both growth and disruption, retailers are depending on technology to navigate challenges ranging from shifting purchase habits to supply chain complexities. Next week, at the National Retail Federation (NRF) Big Show, Microsoft will demonstrate Dynamics 365 solutions powered by AI to help accelerate retail agility and innovation in the next decade.  

Gain valuable AI insights for your business

Learn more at the National Retail Federation Big Show

Register here

In addition to solutions powered by Microsoft Cloud for Retail, this vision for the future of retail is spotlighted by new Copilot capabilities for Dynamics 365 applications, including:  

• Microsoft Dynamics 365 Customer Insights, providing retailers with AI-powered experiences to transform daily marketing workflows. 
• Microsoft Dynamics 365 Supply Chain Management, providing AI powered guidance for demand planning, streamlining procurement, and enhancing supply chain visibility. 

NRF attendees can learn more about the transformative power of AI across the retail industry by attending two Big Ideas Sessions hosted by Shelley Bransten, Corporate Vice President, Global Retail, Consumer Goods, and Gaming Industries, and Kathleen Mitford, Corporate Vice President, Global Industry Marketing. 

Helping retailers personalize the shopping experience  

Retailers often tell us that they’re under pressure to get marketing and customer experience projects and campaigns to market faster and are asked to do more with less. Yet, the processes and tools they use haven’t evolved to meet this demand.  

Deploying a project to market requires various roles or specialists, costly third-party agencies, and siloed applications to review data and create content. Monitoring results for optimization also becomes a timely and tedious task, having to track down the right people with the right application and the right data. These challenges not only hinder a campaign’s time to market and employee productivity, but can also result in a disjointed customer experience.

It’s not just our customers who are feeling the burden of these challenges. The market is feeling it too. For instance, 63% of surveyed retailers said they hope they can improve their marketing with AI in the next 18 to 24 months.¹ In the age of AI, shouldn’t it be easier to get your campaigns to market?  

We are announcing new Copilot features in Dynamics 365 Customer Insights that will transform how marketers manage and maintain projects and campaigns, increasing productivity, efficiency, and speed to market. These new capabilities build on Copilot features introduced in the past year, including, but not limited to, the ability to generate content ideas, query customer data using natural language, and create customer segments and journeys using next-generation AI. 

Marketers can kick-start their marketing project by writing their campaign objective in natural language, or by uploading an existing creative brief. The project board is then generated using the prompt or brief, connected organizational data, and previous campaigns in Customer Insights. The project board streamlines and connects all workflows into one place for building and managing marketing assets. 

“These new copilot capabilities in Dynamics 365 Customer Insights will enable us to focus our time and energy in the right places—better informing us on optimization priorities without the need to dig into details manually. That alone saves so much time.” 

—Hannah Harper, Leatherman, Digital Marketing Manager 

From the project board, marketers can view the campaign’s target audience and segments, as well as recommendations from Copilot for additional segments that may not have been previously considered. Selecting a suggested audience segment automatically generates a complementary customer journey, saving marketers time while also helping them deliver a personalized customer experience. 

End-to-end customer journeys containing personalized touchpoints, such as promotional emails or event invitations, are generated using Copilot. Through our partnership with Typeface and its enterprise-grade generative AI capabilities, marketers can produce brand-authentic images across assets, supercharging personalized content for greater impact—all from within Dynamics 365 Customer Insights. Additionally, Typeface helps align content to the organization’s brand guidelines, including themes, fonts, and product images—extracted from a central asset library.

“Every aspect of the enterprise is already being redefined with generative AI, from developer to product to sales experiences. By combining Dynamics 365 Customer Insights with Typeface’s powerful storytelling engine, we’re fundamentally reshaping campaign workflows with generative AI by starting with just a goal. This means personalizing content at an unprecedented scale, bridging the gap between content and data, and ushering in a new era of marketing creativity and productivity.”

—Abhay Parasnis, Founder and CEO of Typeface 

These Copilot capabilities will be available in preview in the first quarter of 2024, with general availability by the third quarter of 2024. Existing Customer Insights customers can sign up now for the early access public preview program here.

This is just the beginning; we will be delivering further content curation, journey testing, and metrics monitoring to optimize campaigns. Our vision is that, together, this new AI-first experience will transform how marketers work by reducing the complexities of end-to-end campaign management and enhancing marketer productivity and ROI.

Click the image below to watch a video and learn more about our vision.  

Build a real-time retail supply chain 

In 2024, retail supply chains face countless challenges, from labor shortages and increasing costs to complexities across omnichannel retail experiences. Enterprise AI solutions, now readily available for retailers, can power greater efficiency, productivity, and innovation across the supply chain.  

At Microsoft, we aim to deliver new supply chain innovations powered by Copilot to our customers through our open, flexible, and collaborative Microsoft platform; helping organizations to reduce risk, manage inventory, plan with flexibility, and make quick decisions across the whole supply chain.   

New copilot capabilities to improve demand planning 

A retailer’s success hinges on having the right inventory at the right place at the right time, and that starts with successful demand planning. We recently announced new demand planning capabilities in Dynamics 365 in November 2023 that uses AI, machine learning, and external signals to predict demand accurately, and now we are enhancing it with Copilot. This will help planners understand how a forecast was generated and help them find patterns and anomalies. 

Copilot will also help them make sense of complex relationships across datasets using natural language interactions, and it will also assist with the routine tasks of making demand review reports, saving the planners time to focus on high-priority activities. 

Some of our customers, including Domino’s Pizza UK & Ireland, can use the new demand planning capabilities to make smart predictions from the data and insights.

“The demand planning capabilities in Dynamics 365 are helping us make the right decisions to lower wastage, avoid unnecessary deliveries, and be cybersafe.”

—Neha Batra, Head of Business Solutions, Domino’s Pizza UK & Ireland

The new demand planning capabilities create a more flexible, simplified, and intuitive user experience. Planners have an increased level of trust and can rely more on the forecast, knowing how it’s generated. The latest demand planning capabilities help reduce excess inventory and increase working capital for retailers.

New Copilot capabilities to improve productivity and proactively mitigate disruptions  

In November 2023, we also announced new Copilot capabilities in preview for Dynamics 365 that enable supply chain teams to take actions based on insights with conversational help while in the flow of work. This helps increase productivity and improved collaboration among employees across the supply chain and other cross-functional teams to proactively mitigate disruptions and further automate their workflows. See the capabilities in action.  

We also added new Copilot capabilities that will enhance inventory visibility and enable businesses to promise orders with improved accuracy, significantly helping brands elevate their consumers’ buying experience.   

In addition, a new copilot capability that helps to streamline procurement is now generally available. Procurement teams can seamlessly handle the purchase order changes in a scalable and efficient manner and assess the impact of changes downstream to production and distribution before making the right decision.   

Generate product enrichment content for e-commerce sites with Copilot 

Informative, story-rich product content can drive customer engagement and sales on e-commerce sites. Creating that content, however, can be time-consuming and challenging. In October 2023, we launched in preview the ability for business-to-business and business-to-consumer online retailers to use Copilot in Dynamics 365 Commerce to generate enriched product marketing content for their websites. This helps to decrease the time it takes to create compelling marketing content, while increasing productivity and increasing the overall number of online orders.

Visit our Microsoft booth at NRF this year to see these innovations in action.  

Discover the future of retail at NRF 2024 

Learn more about Dynamics 365 solutions for the retail industry and retail solutions introduced at NRF 2024. If you are registered for NRF 2024, we invite you to stop by our booth for demos of our solution and attend the following sessions:  

Retail unlocked: achieve more with Microsoft: Hosted by Shelley Bransten, Corporate Vice President, Global Retail, Consumer Goods and Gaming industries, Microsoft  

Sunday, January 14, 2024  | 1:00 – 1:30 PM  Eastern Standard Time (EST)

Join this interactive session to hear about one retailer’s AI journey to date. Hosted by Microsoft’s Corporate Vice President, Retail, Consumer Goods & Gaming Industries, Shelley Bransten, you’ll also learn about new AI-focused findings from Futurum Research and all new AI capabilities in Microsoft Cloud for Retail that will help power your AI transformation.    

Unlocking true customer-centricity: optimizing touchpoints across the shopper journey with AI: Hosted by Kathleen Mitford, Corporate Vice President, Global Industry Marketing   

Monday, January 15, 2024  | 11:45 – 12:15 PM  EST

Generative AI and large language models have captured the attention of executives across industries. While the technology’s use cases seem endless, smart retailers and brands must identify and prioritize the applications of generative AI that will be most valuable to their organization and partner with organizations who will treat their data with the highest privacy standards. Join us to hear how Microsoft is helping organizations large and small maximize their generative AI opportunities safely and responsibly.   

Unify your data to unlock AI opportunities: Hosted by Satish Thomas, Corporate Vice President, Microsoft Industry Clouds   

Tuesday, January 16, 2024 | 1:00 – 1:45 PM EST

Retailers are swimming in data all day, every day. Even with sophisticated legacy technologies and cutting-edge data science, the majority of that data goes uncollected. Insights stay hidden—often in plain sight. But that’s starting to change. AI tools are enabling retailers to understand their customers, merchandising, supply chains, operations, and workforces better than ever before. Join us to hear about the myriad insights that retailers are drawing from newfound and increasingly precise data sources to run leaner, smarter stores.    

¹ AI Adoption in Retail Survey, The Futurum Group, 2024

The post Shaping the future of retail with AI and Dynamics 365 appeared first on Microsoft Dynamics 365 Blog.

In September 2023, we announced that Dynamics 365 Customer Insights and Dynamics 365 Marketing are coming together as one offering named Dynamics 365 Customer Insights, an AI driven solution which revolutionizes your customers’ experiences.

Within this solution are two apps:

• Customer Insights – Data (previously known as Dynamics 365 Customer Insights) that empowers you to know your customers through 360-degree profile.
• Customer Insights – Journeys (previously known as Dynamics 365 Marketing) allows you to engage your customers with personalized experiences based on the profile.

In the same timeframe, we also announced the transition from outbound marketing to real-time. The transition to real-time is independent from product name or licensing changes.

New customer environments only include real-time journeys and event management. Existing customers, if necessary, can add outbound marketing through a self-serve interface. We will continue to support outbound marketing but will not be adding new enhancements.  We encourage all customers to transition to and use the exciting new capabilities available in real-time journeys. In this blog we cover how to plan for the transition to real-time and the resources that are available to you to help make this seamless. 

How do the changes impact me? 

If you are a new customer of the Customer Insights – Journeys app, you get real-time journeys only (including Event planning). So you start with the most current and advanced technology and avoid the time & expense of transitioning from outbound later.  

Existing customer environments using outbound marketing, show the new product name but otherwise remained unchanged.  When provisioning new, copying an existing, or upgrading a solutions-only environment to paid, outbound marketing is not installed by default.

If the system detects there is an existing environment with outbound marketing (in the same geo), then Settings > Version page shows Enable outbound link to install outbound. If you do not see the link or have issues enabling outbound, reach out to us directly as explained in the Transition overview page (see links in the resources section later).

When should I transition to Real-time? 

Though we haven’t announced a date for ending outbound support the time to transition is now! Rest assured, we will use our product telemetry data and customer feedback to provide an adequate time window to ensure all customers can plan and complete their transition before support for outbound is ended.  

But why wait? Real-time journeys offers most of the capabilities that outbound marketing has and a lot more that outbound doesn’t (and will not) such as the ability to respond and react in near-real time, high scale of 100M contacts/300M interactions in public preview (even more on the roadmap), and new & exciting capabilities with generative AI/Copilot, etc.   

How to transition? 

You can transition all at once or gradually depending on your business needs, capabilities you use in outbound marketing, and resources availability. 

In a one-shot transition, you will recreate all your journeys, segments, and other assets in real-time journeys and then switch over to them over a short period (a few days).

The other approach is to transition gradually over time. You can create all your new campaigns in real-time journeys and leave your current campaigns running in outbound marketing until they complete. This way you build confidence and train your team gradually over time. We’ve prepared guidance on how to manage consent in hybrid/transition situations. With custom reporting capability (see release plan below), single analytics across both outbound and real-time can be created for the hybrid situation.

We know that most of your effort is usually spent in creating and finalizing emails, so we have built a tool in real-time journeys to let you Import outbound emails, templates, and content blocks so you can preserve and reuse them. You will also have a tool to help you quickly migrate consent records.

We have assembled real-time journeys transition resources to cover transition planning and tools for each major product area.  

Real-time transition capabilities

With either approach, you will want to take a stock of what capabilities of outbound marketing you currently use, how they are supported in real-time journeys, and if there is a need to transfer any data or assets from outbound marketing to real-time journeys. In the transition resources section of our product documentation area, you will find a page for each functional area that has guidance, workarounds, and roadmap for specific capabilities. If you find there are some specific capabilities in outbound marketing that you need but are not yet available in real-time journeys, be assured that we are working to add them as fast as we can. For example, we already have a published release plan for these commonly asked for features: 

• Scheduling – Quiet hours 
• Email – View email in browser, Select from multiple email addresses 
• Journey – Split 
• Tracking – Web tracking 
• Forms – Forms capture 
• Event planning – Session level registration 
• Analytics – Custom dashboards 

We are actively working on prioritizing additional features that have been requested. These are being scheduled to be part of the next release wave: 

• Consent – Double opt-in 
• Segmentation – Export, Template, Email delivery status 
• Scheduling – Send scheduling 
• Email – Content A/B testing 
• Journey – Branch on email deliverability status, Templates
• Tracking – Redirection URL 
• Analytics – Click/Geo maps, combined analytics across outbound and real-time 
• Event planning – event portal, session capacity, reoccurring events 
• Forms – unmapped custom fields, form prefill, update none/multiple entities on submission, leads with parent contact 

Please note that the above is not an exhaustive list. We release new updates every month. We use your feedback to revise our roadmap continuously to ensure you can transition with confidence.  

Conclusion 

A large number of customers are already using and benefiting from ease of use and scale offered by real-time. Over the next few months, we are prioritizing work to ensure transitioning to real-time journeys is easy and quick for every customer. While outbound marketing continues to be available and supported for existing customers, we strongly recommend everyone still using outbound marketing transition to real-time journeys to propel your business into the future of marketing and customer experience.

Resources

The post Transition to real time journeys – the time is now  appeared first on Microsoft Dynamics 365 Blog.

A well-orchestrated workforce is the backbone of any successful customer service endeavor. This requires a systematic and holistic approach to Workforce Management (WFM), taking into account the diverse needs of customers, the fluctuating demands of the market, and the ever-changing nature of business operations.

WFM holds together the intricate machinery of customer support, ensuring operational efficiency and exceptional customer experiences. In a dynamic environment, where seamless interactions are critical, workforce management goes beyond the simple task of staffing and extends to the strategic alignment of resources, skills, and time.

Businesses choose a workforce management solution based on their unique challenges, such as compliance with labor laws. Microsoft understands that customer scenarios vary, and hence offers an open approach to incorporating the right WFM solutions. This gives customers unparalleled flexibility and efficiency in managing their workforce when using Dynamics 365 Customer Service.

WFM adapter from TTEC Digital for Dynamics 365 Customer Service

As a first step, Microsoft has partnered with TTEC Digital to offer an enhanced adapter that connects Dynamics 365 Customer Service with four leading WFM providers: Calabrio, Verint, NICE and Alvaria. The adapter is bidirectional, enabling seamless data transfer between the systems. It offers features such as real-time adherence reporting and historical reporting. Users can forecast demand on supported channels, namely inbound voice, SMS, email, chat and digital messaging, and staff accordingly.

With the enhanced adapter, organizations can use the schedule sync feature to seamlessly import schedules created in the WFM system directly into the agent calendar in Dynamics 365 Customer Service. This functionality empowers agents to conveniently review their daily schedules including breaks, training sessions, and other activities directly in Dynamics 365 Customer Service, eliminating the need to navigate to an external WFM system. This not only boosts individual performance but also contributes to overall team efficiency.

Currently, Schedule Sync is supported when using the adapter with Calabrio’s WFM system. Microsoft plans to expand support for other WFM providers.

Learn more about the WFM adapter from TTEC and watch a short video demonstration. Also, explore additional information such as pricing and buying options by checking out the TTEC WFM Adapter on Microsoft AppSource.

Connect any third-party WFM with Dynamics 365 Customer Service

The extensible nature of the Dynamics 365 platform gives organizations a publicly consumable Dataverse API. It offers maximum flexibility and customization for connecting WFM solutions with Dynamics 365 Customer Service.

For a detailed understanding including design architecture, entity details, and API specifications, please refer to this guide. Sample codes are available in the GitHub repository to expedite your journey.

What’s next

Microsoft is committed to an open and flexible approach to bringing more WFM adapters to Microsoft AppSource and enhancing the existing adapter from TTEC. Microsoft expects to offer continued API enhancements to support any third-party WFM connections.

Dynamics 365 Customer Service offers a native forecasting capability, currently in public preview. The feature empowers customers to predict both volume and demand for contact centers. We plan to enhance and expand on this capability with additional advancements, providing customers with more powerful tools for forecasting.

Stay tuned as Dynamics 365 Customer Service continues to evolve and deliver cutting-edge capabilities in WFM that anticipate and meet the ever-changing demands of the modern business landscape. Your journey to enhanced workforce management with Dynamics 365 Customer Service has just begun.

Learn more

To learn more about agent forecasting in Dynamics 365 Customer Service, read the documentation: Forecast agent, case, and conversation volumes in Customer Service | Microsoft Learn

The post Orchestrate your WFM solution with Dynamics 365 Customer Service appeared first on Microsoft Dynamics 365 Blog.

Generative AI capabilities are rapidly changing the customer service space. You can use Copilot in Dynamics 365 Customer Service today to help agents save time on case and conversation summarization as these features do not require your organization’s support knowledge. However, before agents can use Copilot to answer questions and draft emails, you need to ensure Copilot is using accurate knowledge content. 

Good knowledge hygiene is key to bringing Copilot capabilities to life. For Copilot to successfully ingest, index, and surface the right knowledge asset, it’s important to ensure each asset meets defined ingestion criteria. Also, preparing knowledge assets for Copilot ingestion is not a finite process. It is essential to keep ingested knowledge assets in sync with upstream sources, and use proper curation and governance practices. 

While every organization has its own unique systems, we aim to provide a general set of best practices for creating and maintaining your Copilot corpus. We’ll cover four main topics here: 

• Defining the business case 
• Establishing data quality and compliance standards 
• Understanding the content lifecycle and integrating feedback 
• Measuring success

Defining the business case

It is imperative that you look at your organization’s goals holistically to ensure they align with the content you intend to surface. Consult with different roles in each line of business to capture the different types of content they already use or will need. Determine the purpose of each content element to ensure its function and audience are clear. Look at your organization’s common case management workflows that require knowledge to see the greatest impact on productivity. 

You may want to take a phased approach to roll out Copilot capabilities to different parts of your organization. The use case for each line of business will enable you to create a comprehensive plan that will be easier to execute as you include more agents. Administrators can create agent experience profiles to determine which groups of agents can begin using Copilot and when. 

For example, there may be some lines of business that are more adherent to your established content strategy. Consider deploying to these businesses first. This will create an opportunity to observe and account for variables within your businesses which today are under the surface. 

Establishing data quality and compliance standards 

Identify the correct combination of content measures and values before bringing content into your Copilot corpus. Careful preparation at this stage will ensure Copilot surfaces the right content to your agents.  

The following is a general list of must-haves for high-performing knowledge content: 

• Intuitive title and description 
• Separate sections with descriptive subheadings  
• Use plain language and avoid technical jargon 
• No knowledge asset attachments; convert them into individual knowledge assets 
• No excessively long knowledge assets; break them into individual knowledge assets 
• No broken or missing hyperlinks in the content body 
• Descriptions for any images that appear in knowledge assets; Copilot cannot read text on images 
• No customer or personal information about employees, vendors, etc. 
• A review process for authoring, reviewing, and publishing articles 
• A log of all actions related to ingesting, checking, and removing knowledge assets 

If you’re storing knowledge assets in Dataverse, they should always be the latest version and in Published status.  

Understanding the content lifecycle and integrating feedback

As mentioned above, clearly defined processes for authoring, reviewing, publishing, synchronizing, curating, and governing knowledge assets will help ensure Copilot surfaces responses based on the most recent knowledge assets. Determine which roles in your organization will author knowledge assets and the review process they will use to ensure accuracy.  

After publishing a knowledge asset, determine how your organization will gather feedback to signal when to update or deprecate the asset. Set an expiration date for each asset so you have a checkpoint at which you can determine whether to update or remove it. 

You can use the helpful response rate (HRR) to gather initial agent feedback. HRR is the number of positive (thumbs-up) ratings for each interaction divided by the total ratings (thumbs up + thumbs down). You can correlate this feedback with the knowledge assets Copilot cites in its responses. Gather more detailed feedback by creating a system that enables users to request reviews, report issues, or suggest improvements.

Measuring success 

While knowledge management is an ongoing process, so is its measurement. You’ll want to periodically track usage and performance to ensure Copilot is useful to agents and identify areas for improvement.  

Tracking analytics

First, you can measure the performance of your knowledge content based on the purpose you outlined at the beginning. You can view some metrics directly within your Customer Service environment. To view Copilot analytics, go to Customer Service historical analytics and select the Copilot tab. Here, comprehensive metrics and insights provide a holistic perspective on the value that Copilot adds to your customer service operations. 

You can also build your own Copilot interaction reports to see measurements such as number of page views for each knowledge asset, the age of the asset, and whether the agent used the cited asset. The asset age is based on the date it was ingested by Copilot, so it’s important to ensure publication and ingestion cycles align.

Serving business processes

Some other key metrics that you’ll want to consider will be more closely tied to your organization’s business processes. Some examples include:

• Number of cases related to a knowledge article 
• Number of escalations prevented 
• Time saved when agents access these articles 
• Costs saved from reduced escalations and troubleshooting time 

Overall, introducing and expanding Copilot capabilities in your CRM is an iterative and ongoing process. Include stakeholders from every role to ensure your organization is using Copilot to help solve the right problems and enhance the agent experience.  

AI solutions built responsibly

Enterprise grade data privacy at its core. Azure OpenAI offers a range of privacy features, including data encryption and secure storage. It allows users to control access to their data and provides detailed auditing and monitoring capabilities. Copilot is built on Azure OpenAI, so enterprises can rest assured that it offers the same level of data privacy and protection.  

Responsible AI by design. We are committed to creating responsible AI by design. Our work is guided by a core set of principles: fairness, reliability and safety, privacy and security, inclusiveness, transparency, and accountability. We are putting those principles into practice across the company to develop and deploy AI that will have a positive impact on society.

Learn more

For more information, read the documentation: Use Copilot to solve customer issues | Microsoft Learn 

The post Knowledge management best practices for Copilot ingestion appeared first on Microsoft Dynamics 365 Blog.

Earlier this year, we’ve introduced the public preview of Field Service Mobile’s refreshed user experience. As this year comes to a close, we are excited to announce a new set of updates to further enhance this new user experience. 

Agenda View Update 

The Agenda View is the main landing experience for frontline workers using Field Service Mobile. In this wave, we are continuing to add to this experience to make it easier for your technicians to see and manage their bookings. In this wave, enhancements to the Agenda view include: 

• Bi-directional scroll of up to 90 days of bookings in the past or future. 
• Date separators that help your technicians better see the bookings of each day. 
• Makers can configure the data that gets shown in each row through existing view configuration experience. 

These improvements will give your technicians more visibility and control over their schedule, and help them plan their work more effectively. To learn more about this feature, go here.  

Configurable List View 

Another heavily used part of Field Service Mobile is the list view. To improve the item browsing experience for your technicians, the team has built from the ground up a new mobile-first list view for the new Field Service Mobile experience: 

• Makers can choose up to five columns per table to display in the mobile list view. 
• The icon in the list view is removed, saving limited mobile screen real estate. 
• List view has smoother scrolling and is more performant with in-built lazy load. 

These new capabilities will improve the productivity of your technicians by enabling them to see more data and at higher density on their mobile devices. To learn more about this feature, go here. 

Copilot Work Order Summary and Update 

To empower frontline workers with the latest AI advances, we’ve brought the power of Copilot to Field Service Mobile! With these new features, your technicians can both quickly get up to speed on a Work Order or update it using a speech-first Copilot experience.  

To learn more about this groundbreaking experience, see Experience the power of Copilot in Dynamics 365 Field Service in the mobile application – Microsoft Dynamics 365 Blog. 

How to try this? 

These are some of the features that we have delivered in the latest wave of the Field Service Mobile app. We hope that you will try them out and share your feedback with us. To enable these features, log in with an admin account and turn them on in the settings section in Field Service Mobile. Enable the “New Mobile Experience” and “Copilot for New Mobile Experience” options. For more information, please visit our documentation page here.   

Thank you for choosing Dynamics 365 Field Service Mobile app. We are committed to delivering the best mobile service experience for you and your customers. Stay tuned for more updates and enhancements in the future. 

We hope that these new enhancements in Field Service mobile will make your work even more productive. We would love to hear your feedback and suggestions on how to improve the product. Please feel free to leave comments in the Dynamics 365 Community Forum or Ideas portal. Thank you for using Field Service Mobile! 

The post What’s new in Dynamics 365 Field Service Mobile app in 2023 Wave 2  appeared first on Microsoft Dynamics 365 Blog.

Introducing Copilot for the new Field Service mobile user experience 

Field Service mobile is a powerful application that helps frontline workers manage their tasks, access information, and communicate updates with the back office. But we know that sometimes, using an app can be cumbersome or distracting, especially when you are busy with your hands-on work. That’s why we are excited to announce Copilot for the Field Service mobile app, a new feature that makes Field Service mobile even more user-friendly and efficient. 

The new Field Service mobile (Preview) user interface has two Copilot skills that help to summarize and update work orders. Copilot update uses natural language processing and artificial intelligence to understand your input via text or voice command, then suggests form updates based on that input. While the Copilot summary provides the Frontline Worker a concise summary of their booking with the click of a button.  

Let’s learn more about these features and how they work. 

How Copilot Summarizes You Work 

Copilot Summarize provides a quick overview of the scheduled booking for the frontline worker. This gives frontline workers a better understanding of the job to be done without needing to click through multiple forms to find the information. Copilot will summarize a booking based on the following fields related to that booking:  

• Booking information 
• Activity details 
• Notes from the work order and bookings 
• Work order product details 
• Work order service details 
• Work order service tasks 
• Asset information and work order History 

Copilot work order summary is also available for the back office or from the web-based Field Service application. For more information please see Work order recap with Copilot in Field Service (preview) – Dynamics 365 Field Service | Microsoft Learn

How Copilot updates data on forms 

Another benefit of Copilot is that it can help you easily fill out forms. Instead of hunting for fields within the mobile app, you can simply tell Copilot what you want to update.  Tell Copilot to update data with phrases such as: 

• I’ve completed all tasks and finished this booking at 10:00AM 
• I’ve used {product name} as part of my work to complete this booking. 
• I’ve completed {service task name}.  

Copilot will understand your natural language input and propose updates to data on the form accordingly. All changes proposed by Copilot will be presented to the frontline worker where they can exclude or accept recommended updates.  

Today the Copilot update is limited to updates of the forms within the new mobile UX only. Scope of these updates are: 

• Update your booking status and times 
• Change the state of at task to completed 
• Consume estimated products 
• Complete work order services 
• Complete service tasks assigned to the work order 

Keep an eye out for additional enhancements and capabilities of this feature! 

How to Get Started with Copilot for Field Service Mobile 

Copilot Summary and Update are available for the new Field Service mobile (Preview) experience today. To enable Copilot, the org admin will need to enable the features within Field Service Settings. Once enabled, app users will find the copilot entry point in their application under the Copilot logo located in the header of the booking form.  

We hope that Field Service mobile with Copilot will make your work even more productive. We would love to hear your feedback and suggestions on how to improve Copilot. Please feel free to leave comments in the Dynamics 365 Community Forum or Ideas portal. Thank you for using Field Service Mobile! 

The post Experience the power of Copilot in Dynamics 365 Field Service in the mobile application appeared first on Microsoft Dynamics 365 Blog.