Work with Copilot in Field Service

  • 4 minutes

Copilot in Dynamics 365 Field Service helps dispatchers and technicians summarize work order information, catch up on recent changes, prepare for onsite visits, and answer questions about related records. It uses a natural language chat interface built into the web app, and no extra license is required.

To ask a question, open the Copilot side pane and type in natural language. When you start a new session, a few example prompts are shown to help you get started quickly.

Screenshot showing a Copilot interaction with natural language questions about Field Service data.

Select View Prompts in the side pane to browse a library of predefined prompts, such as:

  • List work orders for {service account name}.
  • Who is booked for work order {work order number}?
  • What are the products used on work order {work order number}?

For more information on using Copilot in Field Service, see Use Copilot in Dynamics 365 Field Service web application.

Work order summaries

Copilot generates on-demand work order summaries that surface the current status, priority, related activity, and recommended next steps. The content of a summary is not saved and is only visible to the user who generated it.

Summaries are tailored to the work order's current lifecycle stage:

  • Unscheduled: Information relevant to scheduling, such as resource requirements.
  • Scheduled: Information relevant to planning and arrival, such as asset details and work order history.
  • In Progress: Information relevant to completing the work, such as the current state of tasks and asset history.
  • Completed, Posted, and Canceled: A recap of costs and prices, plus invoice details for completed and posted work orders.

For more information on work order summaries, see Summarize work orders with Copilot.