Copilot for Dynamics 365 Field Service [40+ FAQs Answered]

Copilot is an AI-powered assistant built into Dynamics 365 Field Service. It helps frontline workers and managers create, update, and manage work orders, automate scheduling, generate summaries, and enhance productivity using natural language input.

Copilot in the enhanced Field Service mobile app provides two main functions:

• Summarize: Gives technicians a quick, AI-generated summary of the work order, service history, tasks, and more.
• Update: Lets techs use voice or text to update booking status, mark services as completed, or log used parts—without digging through menus.

To use Copilot (preview):

• You need a paid Dynamics 365 Field Service environment in the US or UK.
• App versions must be:
  • Field Service App: 8.8.95.25+
  • Mobile: iOS 13.23072.18+ or Android 3.23072.18+
• Enable “Enhanced Mobile Experience” and then toggle on Copilot via the Field Service Mobile app settings.

• Booking information
• Customer asset
• Work order service tasks, services, and products
• Work order history
• Skills/characteristics
• Activity notes (booking & work order level)

Yes, partially. You can try the summarization feature in the legacy app by enabling the setting “Copilot recap for mobile.”

• Change booking status and times
• Mark service tasks and products as completed/used
• Update product quantities
• Change task durations

In Outlook, Copilot reads customer emails and auto-populates a draft work order. Managers just need to review and confirm. It even suggests descriptions and service details using the email content.

Yes! In preview mode, Copilot integrates with Teams to:

• Show upcoming tasks
• Share work orders as cards
• Launch Remote Assist for live help using 3D spatial annotations

Copilot recommends optimal scheduling based on:

• Technician availability
• Travel time
• Skills
• Promised service windows

This minimizes delays and improves first-time fix rates.

Microsoft 365 Copilot is designed with enterprise-grade security, privacy, and compliance at its core. It operates within the Microsoft 365 trust boundary, meaning all data it accesses and processes stays within the secure Microsoft 365 environment. It only surfaces organizational data that users already have permission to access, following the same access controls that apply across Microsoft 365 services. Prompts, responses, and user content are kept private and are not shared with third-party LLMs. Processing happens through Azure OpenAI services, not OpenAI’s public infrastructure, and customer content is not cached or reused. All interactions are encrypted and stored per Microsoft’s data protection policies. Admins have full visibility via Microsoft Purview and can set retention policies, monitor activity history, and manage plugin permissions. In addition to encryption at rest and in transit, Copilot uses several layers of protection:

• Detection and filtering of harmful content
• Copyright and licensing safeguards
• Defense against prompt injection attacks
• Adherence to global standards like GDPR and ISO/IEC 27018

For customers in the European Union, Copilot is included within Microsoft’s EU Data Boundary commitments, ensuring applicable data processing stays within the EU.

Yes. It includes:

• Asset repair history
• Past work orders on the same asset
• Skills previously required
• Notes and activity logs

Yes, the enhanced mobile app allows technicians to access instructions, update work orders, and log activities offline. Data syncs once reconnected.

Yes. Admins and makers can configure which tables and fields Copilot pulls from using the Copilot summary configuration features available in Field Service settings.

Copilot uses large language models integrated with Microsoft Graph and Dynamics 365 data. This enables contextual responses and natural language understanding tailored to field service workflows.

Supported devices:

• iPhones (iOS 13.23072.18+)
• Android devices (3.23072.18+)

Devices must support speech-to-text for voice inputs.

Yes. Dispatchers can:

• Use AI to suggest technician assignments
• View travel and task time estimates
• Reduce manual routing efforts

RSO uses a combination of:

• Scope (“Bucket”): Defines which jobs, technicians, and locations to include.
• Goals & Constraints: Specifies what optimization should achieve (e.g., reduce travel time, match technician skillsets).
• Objectives: Guides scheduling logic like maximizing technician hours or prioritizing high-urgency jobs.

Copilot features are included with paid Dynamics 365 Field Service licenses. They’re not available in trial environments.

Currently, most features—like summaries and updates—are available in English (en-US). Microsoft is working to expand its language support.

Copilot is ideal for:

• Utilities & telecommunications
• Manufacturing maintenance
• Healthcare services (e.g., home care)
• Equipment servicing
• Construction and field inspections

By automating:

• Form filling
• Manual status updates
• Reading service notes
• Job recap creation

Copilot lets techs spend more time fixing issues and less time tapping on screens.

Yes. Based on service history, issue type, and product data, Copilot can suggest the next best action, including part usage, task completion, and recommended follow-up.

Copilot gives real-time visibility into inventory across locations. Technicians can check if a part is available or needs reordering—without switching apps.

Ask your admin to:

• Enable Enhanced Mobile Experience and Copilot in your Field Service mobile app
• Set up Copilot for Outlook and Teams integrations
• Configure summary fields in the admin center

It’s both! Think of Copilot as your AI task partner. It doesn’t just chat—it executes actions, updates records, and suggests context-aware steps to help you complete jobs faster and better.

Admins can deploy the Copilot add-in from the Microsoft 365 Admin Center:

• Go to Settings > Integrated Apps > Get Apps
• Search for “Dynamics 365 Field Service for Outlook (Preview)”
• Click “Get it now”, assign it to your organization, and accept permissions

Once deployed, users will see the Copilot pane when opening emails in Outlook.

Yes, but the Copilot Outlook add-in (preview) supports:

• Outlook desktop (Windows and Mac)
• Outlook Web App (OWA)
• Outlook in Teams

Note: Some features may work best in the latest versions.

Yes. If you’re using a shared mailbox, the Copilot Outlook add-in still works. It uses the credentials of the signed-in user who opened the shared mailbox.

Sales Copilot is designed for sellers using Outlook and CRM for lead/opportunity management.
Field Service Copilot is focused on work orders, scheduling, and technician support.
Make sure you’re using the Field Service Copilot add-in to access the right features.

They don’t. Recaps are:
• Not saved to the record automatically
• Visible only to the user who generated them
• Subject to role-based permissions
This ensures secure, contextual, one-time views.

Yes. Dynamics 365 Field Service supports Exchange calendar sync, which:
• Automatically posts bookings to technician calendars (15-minute delay)
• Works across Outlook, Teams, and mobile
• Helps technicians see their daily tasks in the calendar they already use

Yes. Microsoft has embedded Dynamics 365 Guides into the Field Service mobile app. Technicians can:
• Access visual, step-by-step instructions
• View diagrams, videos, and manuals
• Follow guided checklists for complex tasks

Yes. Microsoft designed Copilot to work across Microsoft 365 and Dynamics 365, allowing users to:
• Generate work orders in Outlook
• Review and schedule in web
• Complete tasks on mobile
• Collaborate via Teams
All updates sync across platforms in near real-time.

As of now, the preview is limited to Dynamics 365 Field Service environments in the U.S. and U.K. Stay updated with Microsoft’s release plans for expanded availability.

Yes, for features like:
• Email parsing
• Work order creation
• Schedule recommendations
• Recaps
However, once a work order is synced to the mobile app, techs can work offline (e.g., complete tasks, capture signatures), and data syncs later.

Technicians can:
• View upcoming work orders as tiles in their Microsoft Teams Viva home experience
• Drill into details such as location, issue type, and instructions
• Share work order cards in chat for collaboration
• Launch Dynamics 365 Remote Assist in one tap for live expert guidance

Remote Assist is a mixed-reality app that allows technicians to video call remote experts who can annotate in 3D over their view using HoloLens or mobile. Copilot enables technicians to launch Remote Assist directly from a work order within Teams or the Field Service mobile app—no extra cost if Field Service is licensed.

Yes. Copilot helps dispatchers by showing AI-based scheduling suggestions without taking away manual control. It’s a decision-support tool, not an automation override.

No. These features are only available in licensed production environments—not trials.

Copilot supports the entire journey—from creation (via email), to technician assignment (via schedule recommendations), to execution (mobile summaries & updates), to post-job insights (recaps)—helping teams save time, improve accuracy, and deliver better customer experiences.

This feature summarizes each work order’s context, its history, status, required parts, and next steps. These recaps are user-specific (based on permissions) and not stored; they must be generated per session.

Upcoming enhancements include:
• Deeper integration with Outlook and Teams for real-time scheduling
• Enhanced voice interaction on mobile for updates and queries
• Richer predictive insights for proactive service (e.g., forecasting failures before they happen)
• More granular recap summaries and technician task breakdowns