for Microsoft Dynamics AX 2012

Dynamics Mobile Field Service

1

3

5

2

4

6

Content

7

Introduction 4

Increased Customer Satisfaction 5

Features 6

Planning 7

Mobile Integration 8

Execution Registration amp Invoicing 11

Quick overview 12

Build incremental service-based revenue streams by implementing mobility

3 14Dynamics Maintenance Management

Increasing the number of work

orders completed per day

Improving billing cycle time and

billing accuracy

Minimizing idle and misspent clock

time

Building incremental service-based

revenue streams

Decreased inventory levels

Lowerbackofficecosts

Increased customer retention

360-degree customer view

Benefits

In the mobile first and cloud first world mobility and especially field service mobility is key in

todayrsquos professional service organizations Dynamics Mobile Field Service is an onlineoffline

mobile solution that enables enterprises to optimize the operations of field service personnel

DynamicsMobileFieldServiceoffersaunique

integration of mobile workforce automation

and a rich service management solution Your

fieldworkerscaninteractseamlesslywiththe

systemandexpertsinthebackofficeofyour

enterprise

This allows personnel online or offline to

share critical information relating to custo-

mers orders equipment and inventory

As a result your field workers arrive at the

customer location on time with the right

spare parts and information to complete their

jobsquicklyandefficiently

Our solution also enables you to build upon

incremental service-based revenue streams

by increasing customer retention and

profitability

Introducing Dynamics Mobile Field Service

1

4 14Dynamics Mobile Field Service

Dynamics Mobile Field Service succes-

sfully closes the loop between field workers

Dynamics Service Management and your

customers

We mobilize your core business processes to

givefieldpersonnelandoffice-basedworkers

real-time access to enterprise systems

whether they work on a laptop or a mobile

computing device The hybrid app supports

IOS Android and Windows Phone so regar-

dless of the user platform the application

looks and functions in the same way This

simplifiestrainingandreducescomplexityina

bring-your-own-device driven world By using

the latest technologies to ensure a responsive

and adaptive application our mobile field

serviceofferingworksonlaptopstabletsand

smartphones and adapts automatically based

on the available real-estate

Dynamics Mobile Field Service integrated

with Service Management can increase

customer satisfaction grow incremental

revenueand iumlncreaseprofitabilityDynamics

Mobile Field Service includes viewing service

tasks start and stop service tasks navigate

to a customer location adding materials

and return hours At the same time service

engineers have direct access to all the data

they need to perform the job like informa-

tion on the service objects resources service

contracts and logistics

Increased Customer Satisfaction

2

5 14Dynamics Mobile Field Service

Minimize idle and misspent clock time while Lowering Back Office Costs

6 14Dynamics Maintenance Management

Features

bull Insightinrequiredversusavailable

resource capacity

bull Agenda to view acceptreject service

tasks

bull Travel navigate to the customer location

bull Direct access to customer service

object service contract and service task

information

bull Review historical information of previous

service tasks

bull Add materials like spare parts update

VAN inventory

bull Send and receive inventory transfer orders

bull Add materials with barcode scanner

bull Complete hour registration for service

task and nonservice task related work

such as indirect hours

bull In case of weekend or night shift new

orders can be created directly on the

mobile device

bull Streamlinedprocessflowtomakedata

entry easy

bull Entering notes per status

bull Signature capture per order or location

bull Capture and store pictures

bull Multi-language support

bull Initial load on PDA (base data)

bull Time zone support

bull Support for Windows 10 version 1511

higher Android version 44higher IOS

version 924higher

bull Compatible with laptops tablets and

phones

Features3

7 14Dynamics Mobile Field Service

Planning

By using Dynamics Service Management as

your back office you get a graphical schedu-

ling overview for a clear and detailed view

regarding the scheduled activities for your

service employees Using this scheduling

overview your planner has all the necessary

data including real-time updates from the

mobile devices

Allocating the right resource to the right

location within the agreed service level

agreements is one of the biggest challenges

for service planners

Dynamics Service Management can suggest

a resource based on the object (location

management) and event code (skills manage-

ment) settings you have entered into the

system Your planner first determines what

kind of resources (typegroup of employees

machines and materials) are necessary for

solvingtheservicerequest

Based on the information coming from the

mobile device the service planner knows who

is driving who is on-site working or who just

finishedthework

This together with the available capacity and

inventory levels will help the service planner

sending the right resource to the right job

increasing thefirst rightpercentageand the

customer satisfaction

4

8 14Dynamics Mobile Field Service

Easily Increase the Number of Work Orders Completed Per Day

9 14Dynamics Maintenance Management

Mobile Integration

Dynamics Mobile Field Service works online

as well as offline enabling field service

engineers to complete their service tasks

regardless of network connectivity

After completing the planning process in the

backofficeandallocatingtherightresource

to the job the service tasks are sent to the

mobile device of the service engineer and

will appear in their agenda Once the service

tasks are received on the mobile device the

service engineers do not need to be online to

compete for the service task All information

isavailableofflineandupdateswillautoma-

ticallybe sent to thebackofficeas soonas

connectivity is restored

Features

bull All relevant customer information can be

viewed on the mobile device

bull Direct access to service object data and

warranty information

bull Complete service tasks including the

ability to take a picture from the item

repaired

bull Review historical information of previous

service tasks

bull Complete hour registration for both direct

and indirect activities

bull Streamlinedprocessflowtomakedata

entry as easy as possible

5

10 14Dynamics Mobile Field Service

ExecutionRegistration amp Invoicing

6

When your service engineer is assigned to do some work a service task is created Service tasks combine items hours and work specifi-cation into one flow on the mobile device

The complete cycle of the service task can be

completed in one logical flow The process

starts with accepting the service task and

traveling to the customer location Once

on-site the actual work can start and the

consumed spare parts questionnaires and

spent hours can be allocated to the task

Together with a picture of the repaired item

the customer can review the information and

sign for approval

As long as the service engineer is online

real-timeupdatesaresenttothebackoffice

keeping the service planner up-to-date After

completing the task on the mobile device the

task information will automatically be sent

to the back office After receiving the task

information from the mobile device the infor-

mation will be available in Dynamics Service

Management for invoicing Depending on the

warranty andor service contracts in place

an invoice can be generated This can take

place minutes after the service engineers

have completed the work on-site

11 14Dynamics Mobile Field Service

Customer Information

bull Relevant customer information can be viewed

on mobile device

Service OBjects

bull AccesstofieldsobjectIDobjectdescription

serial number and the object warranty end date

Service Contracts

bull View basic contract information like the

contract type the contract type description the

startend date and the contract remarks

Service Tasks

bull AccesstoservicetaskfieldstaskIDtask

description (event code) start datetime-based

on task Service Level Agreement

bull Servicecallfieldssubjectmessagestartdate

time and the amount of planned hours on the

device

bull Indirect tasks time stopping the order while

working on it

bull Register end-time

bull Add material to service task and send to mobile

device

bull Add material from list (inventory) by the engi-

neer on-site (on mobile device) only from

the engineerrsquos warehouse or other engineer

approved warehouse

bull Update inventory level of the engineerrsquos ware-

house on to the device

bull Consume order or return spare parts

bull Limit the list of items the engineer can use in

the mobile device

bull Receive spare parts send from the main ware-

house andor send them back

bull Completequestionnairessuchaschecklistsor

inspection lists

bull Enter travel time

bull Enter current mileage

bull Send from service task to mobile device (list of

activities)

bull Capture customer signatures

bull Combinationofbackofficestatusandmobile

fieldservicestatustodeterminewhethera

service engineer is still traveling or has arrived

on-site

bull Historical information of the service object is

available on the mobile device

bull Relevanttaskfieldsuchasstatisticalcodes

notefieldsobjectnumberwarrantydateand

contract end date is available on the mobile

device

Service Notes

bull Availablefieldsarenotefieldsprogressnote

internal note and solution text

OverviewAnalysis

bull Standardanduser-definedqueriesandreports

Prerequisite

bull Microsoft Dynamics AX 2012

bull Dynamics Service Management

Dynamics Mobile Field Service a quick overview

7

12 14Dynamics Mobile Field Service

Our Dynamics Apps are sold implemented and

supported worldwide by our industry experts and

strategic partners We are happy to advise you

which solution or technology is the best fit for

your specific needs Please feel free to contact us

We appreciate your interest

Want to know more Contact HSO Innovation

T +31 (0)318 507 800

innovationhsocom

wwwhsocominnovation

1

3

5

2

4

6

Content

7

Introduction 4

Increased Customer Satisfaction 5

Features 6

Planning 7

Mobile Integration 8

Execution Registration amp Invoicing 11

Quick overview 12

Build incremental service-based revenue streams by implementing mobility

3 14Dynamics Maintenance Management

Increasing the number of work

orders completed per day

Improving billing cycle time and

billing accuracy

Minimizing idle and misspent clock

time

Building incremental service-based

revenue streams

Decreased inventory levels

Lowerbackofficecosts

Increased customer retention

360-degree customer view

Benefits

In the mobile first and cloud first world mobility and especially field service mobility is key in

todayrsquos professional service organizations Dynamics Mobile Field Service is an onlineoffline

mobile solution that enables enterprises to optimize the operations of field service personnel

DynamicsMobileFieldServiceoffersaunique

integration of mobile workforce automation

and a rich service management solution Your

fieldworkerscaninteractseamlesslywiththe

systemandexpertsinthebackofficeofyour

enterprise

This allows personnel online or offline to

share critical information relating to custo-

mers orders equipment and inventory

As a result your field workers arrive at the

customer location on time with the right

spare parts and information to complete their

jobsquicklyandefficiently

Our solution also enables you to build upon

incremental service-based revenue streams

by increasing customer retention and

profitability

Introducing Dynamics Mobile Field Service

1

4 14Dynamics Mobile Field Service

Dynamics Mobile Field Service succes-

sfully closes the loop between field workers

Dynamics Service Management and your

customers

We mobilize your core business processes to

givefieldpersonnelandoffice-basedworkers

real-time access to enterprise systems

whether they work on a laptop or a mobile

computing device The hybrid app supports

IOS Android and Windows Phone so regar-

dless of the user platform the application

looks and functions in the same way This

simplifiestrainingandreducescomplexityina

bring-your-own-device driven world By using

the latest technologies to ensure a responsive

and adaptive application our mobile field

serviceofferingworksonlaptopstabletsand

smartphones and adapts automatically based

on the available real-estate

Dynamics Mobile Field Service integrated

with Service Management can increase

customer satisfaction grow incremental

revenueand iumlncreaseprofitabilityDynamics

Mobile Field Service includes viewing service

tasks start and stop service tasks navigate

to a customer location adding materials

and return hours At the same time service

engineers have direct access to all the data

they need to perform the job like informa-

tion on the service objects resources service

contracts and logistics

Increased Customer Satisfaction

2

5 14Dynamics Mobile Field Service

Minimize idle and misspent clock time while Lowering Back Office Costs

6 14Dynamics Maintenance Management

Features

bull Insightinrequiredversusavailable

resource capacity

bull Agenda to view acceptreject service

tasks

bull Travel navigate to the customer location

bull Direct access to customer service

object service contract and service task

information

bull Review historical information of previous

service tasks

bull Add materials like spare parts update

VAN inventory

bull Send and receive inventory transfer orders

bull Add materials with barcode scanner

bull Complete hour registration for service

task and nonservice task related work

such as indirect hours

bull In case of weekend or night shift new

orders can be created directly on the

mobile device

bull Streamlinedprocessflowtomakedata

entry easy

bull Entering notes per status

bull Signature capture per order or location

bull Capture and store pictures

bull Multi-language support

bull Initial load on PDA (base data)

bull Time zone support

bull Support for Windows 10 version 1511

higher Android version 44higher IOS

version 924higher

bull Compatible with laptops tablets and

phones

Features3

7 14Dynamics Mobile Field Service

Planning

By using Dynamics Service Management as

your back office you get a graphical schedu-

ling overview for a clear and detailed view

regarding the scheduled activities for your

service employees Using this scheduling

overview your planner has all the necessary

data including real-time updates from the

mobile devices

Allocating the right resource to the right

location within the agreed service level

agreements is one of the biggest challenges

for service planners

Dynamics Service Management can suggest

a resource based on the object (location

management) and event code (skills manage-

ment) settings you have entered into the

system Your planner first determines what

kind of resources (typegroup of employees

machines and materials) are necessary for

solvingtheservicerequest

Based on the information coming from the

mobile device the service planner knows who

is driving who is on-site working or who just

finishedthework

This together with the available capacity and

inventory levels will help the service planner

sending the right resource to the right job

increasing thefirst rightpercentageand the

customer satisfaction

4

8 14Dynamics Mobile Field Service

Easily Increase the Number of Work Orders Completed Per Day

9 14Dynamics Maintenance Management

Mobile Integration

Dynamics Mobile Field Service works online

as well as offline enabling field service

engineers to complete their service tasks

regardless of network connectivity

After completing the planning process in the

backofficeandallocatingtherightresource

to the job the service tasks are sent to the

mobile device of the service engineer and

will appear in their agenda Once the service

tasks are received on the mobile device the

service engineers do not need to be online to

compete for the service task All information

isavailableofflineandupdateswillautoma-

ticallybe sent to thebackofficeas soonas

connectivity is restored

Features

bull All relevant customer information can be

viewed on the mobile device

bull Direct access to service object data and

warranty information

bull Complete service tasks including the

ability to take a picture from the item

repaired

bull Review historical information of previous

service tasks

bull Complete hour registration for both direct

and indirect activities

bull Streamlinedprocessflowtomakedata

entry as easy as possible

5

10 14Dynamics Mobile Field Service

ExecutionRegistration amp Invoicing

6

When your service engineer is assigned to do some work a service task is created Service tasks combine items hours and work specifi-cation into one flow on the mobile device

The complete cycle of the service task can be

completed in one logical flow The process

starts with accepting the service task and

traveling to the customer location Once

on-site the actual work can start and the

consumed spare parts questionnaires and

spent hours can be allocated to the task

Together with a picture of the repaired item

the customer can review the information and

sign for approval

As long as the service engineer is online

real-timeupdatesaresenttothebackoffice

keeping the service planner up-to-date After

completing the task on the mobile device the

task information will automatically be sent

to the back office After receiving the task

information from the mobile device the infor-

mation will be available in Dynamics Service

Management for invoicing Depending on the

warranty andor service contracts in place

an invoice can be generated This can take

place minutes after the service engineers

have completed the work on-site

11 14Dynamics Mobile Field Service

Customer Information

bull Relevant customer information can be viewed

on mobile device

Service OBjects

bull AccesstofieldsobjectIDobjectdescription

serial number and the object warranty end date

Service Contracts

bull View basic contract information like the

contract type the contract type description the

startend date and the contract remarks

Service Tasks

bull AccesstoservicetaskfieldstaskIDtask

description (event code) start datetime-based

on task Service Level Agreement

bull Servicecallfieldssubjectmessagestartdate

time and the amount of planned hours on the

device

bull Indirect tasks time stopping the order while

working on it

bull Register end-time

bull Add material to service task and send to mobile

device

bull Add material from list (inventory) by the engi-

neer on-site (on mobile device) only from

the engineerrsquos warehouse or other engineer

approved warehouse

bull Update inventory level of the engineerrsquos ware-

house on to the device

bull Consume order or return spare parts

bull Limit the list of items the engineer can use in

the mobile device

bull Receive spare parts send from the main ware-

house andor send them back

bull Completequestionnairessuchaschecklistsor

inspection lists

bull Enter travel time

bull Enter current mileage

bull Send from service task to mobile device (list of

activities)

bull Capture customer signatures

bull Combinationofbackofficestatusandmobile

fieldservicestatustodeterminewhethera

service engineer is still traveling or has arrived

on-site

bull Historical information of the service object is

available on the mobile device

bull Relevanttaskfieldsuchasstatisticalcodes

notefieldsobjectnumberwarrantydateand

contract end date is available on the mobile

device

Service Notes

bull Availablefieldsarenotefieldsprogressnote

internal note and solution text

OverviewAnalysis

bull Standardanduser-definedqueriesandreports

Prerequisite

bull Microsoft Dynamics AX 2012

bull Dynamics Service Management

Dynamics Mobile Field Service a quick overview

7

12 14Dynamics Mobile Field Service

Our Dynamics Apps are sold implemented and

supported worldwide by our industry experts and

strategic partners We are happy to advise you

which solution or technology is the best fit for

your specific needs Please feel free to contact us

We appreciate your interest

Want to know more Contact HSO Innovation

T +31 (0)318 507 800

innovationhsocom

wwwhsocominnovation

Build incremental service-based revenue streams by implementing mobility

3 14Dynamics Maintenance Management

Increasing the number of work

orders completed per day

Improving billing cycle time and

billing accuracy

Minimizing idle and misspent clock

time

Building incremental service-based

revenue streams

Decreased inventory levels

Lowerbackofficecosts

Increased customer retention

360-degree customer view

Benefits

In the mobile first and cloud first world mobility and especially field service mobility is key in

todayrsquos professional service organizations Dynamics Mobile Field Service is an onlineoffline

mobile solution that enables enterprises to optimize the operations of field service personnel

DynamicsMobileFieldServiceoffersaunique

integration of mobile workforce automation

and a rich service management solution Your

fieldworkerscaninteractseamlesslywiththe

systemandexpertsinthebackofficeofyour

enterprise

This allows personnel online or offline to

share critical information relating to custo-

mers orders equipment and inventory

As a result your field workers arrive at the

customer location on time with the right

spare parts and information to complete their

jobsquicklyandefficiently

Our solution also enables you to build upon

incremental service-based revenue streams

by increasing customer retention and

profitability

Introducing Dynamics Mobile Field Service

1

4 14Dynamics Mobile Field Service

Dynamics Mobile Field Service succes-

sfully closes the loop between field workers

Dynamics Service Management and your

customers

We mobilize your core business processes to

givefieldpersonnelandoffice-basedworkers

real-time access to enterprise systems

whether they work on a laptop or a mobile

computing device The hybrid app supports

IOS Android and Windows Phone so regar-

dless of the user platform the application

looks and functions in the same way This

simplifiestrainingandreducescomplexityina

bring-your-own-device driven world By using

the latest technologies to ensure a responsive

and adaptive application our mobile field

serviceofferingworksonlaptopstabletsand

smartphones and adapts automatically based

on the available real-estate

Dynamics Mobile Field Service integrated

with Service Management can increase

customer satisfaction grow incremental

revenueand iumlncreaseprofitabilityDynamics

Mobile Field Service includes viewing service

tasks start and stop service tasks navigate

to a customer location adding materials

and return hours At the same time service

engineers have direct access to all the data

they need to perform the job like informa-

tion on the service objects resources service

contracts and logistics

Increased Customer Satisfaction

2

5 14Dynamics Mobile Field Service

Minimize idle and misspent clock time while Lowering Back Office Costs

6 14Dynamics Maintenance Management

Features

bull Insightinrequiredversusavailable

resource capacity

bull Agenda to view acceptreject service

tasks

bull Travel navigate to the customer location

bull Direct access to customer service

object service contract and service task

information

bull Review historical information of previous

service tasks

bull Add materials like spare parts update

VAN inventory

bull Send and receive inventory transfer orders

bull Add materials with barcode scanner

bull Complete hour registration for service

task and nonservice task related work

such as indirect hours

bull In case of weekend or night shift new

orders can be created directly on the

mobile device

bull Streamlinedprocessflowtomakedata

entry easy

bull Entering notes per status

bull Signature capture per order or location

bull Capture and store pictures

bull Multi-language support

bull Initial load on PDA (base data)

bull Time zone support

bull Support for Windows 10 version 1511

higher Android version 44higher IOS

version 924higher

bull Compatible with laptops tablets and

phones

Features3

7 14Dynamics Mobile Field Service

Planning

By using Dynamics Service Management as

your back office you get a graphical schedu-

ling overview for a clear and detailed view

regarding the scheduled activities for your

service employees Using this scheduling

overview your planner has all the necessary

data including real-time updates from the

mobile devices

Allocating the right resource to the right

location within the agreed service level

agreements is one of the biggest challenges

for service planners

Dynamics Service Management can suggest

a resource based on the object (location

management) and event code (skills manage-

ment) settings you have entered into the

system Your planner first determines what

kind of resources (typegroup of employees

machines and materials) are necessary for

solvingtheservicerequest

Based on the information coming from the

mobile device the service planner knows who

is driving who is on-site working or who just

finishedthework

This together with the available capacity and

inventory levels will help the service planner

sending the right resource to the right job

increasing thefirst rightpercentageand the

customer satisfaction

4

8 14Dynamics Mobile Field Service

Easily Increase the Number of Work Orders Completed Per Day

9 14Dynamics Maintenance Management

Mobile Integration

Dynamics Mobile Field Service works online

as well as offline enabling field service

engineers to complete their service tasks

regardless of network connectivity

After completing the planning process in the

backofficeandallocatingtherightresource

to the job the service tasks are sent to the

mobile device of the service engineer and

will appear in their agenda Once the service

tasks are received on the mobile device the

service engineers do not need to be online to

compete for the service task All information

isavailableofflineandupdateswillautoma-

ticallybe sent to thebackofficeas soonas

connectivity is restored

Features

bull All relevant customer information can be

viewed on the mobile device

bull Direct access to service object data and

warranty information

bull Complete service tasks including the

ability to take a picture from the item

repaired

bull Review historical information of previous

service tasks

bull Complete hour registration for both direct

and indirect activities

bull Streamlinedprocessflowtomakedata

entry as easy as possible

5

10 14Dynamics Mobile Field Service

ExecutionRegistration amp Invoicing

6

When your service engineer is assigned to do some work a service task is created Service tasks combine items hours and work specifi-cation into one flow on the mobile device

The complete cycle of the service task can be

completed in one logical flow The process

starts with accepting the service task and

traveling to the customer location Once

on-site the actual work can start and the

consumed spare parts questionnaires and

spent hours can be allocated to the task

Together with a picture of the repaired item

the customer can review the information and

sign for approval

As long as the service engineer is online

real-timeupdatesaresenttothebackoffice

keeping the service planner up-to-date After

completing the task on the mobile device the

task information will automatically be sent

to the back office After receiving the task

information from the mobile device the infor-

mation will be available in Dynamics Service

Management for invoicing Depending on the

warranty andor service contracts in place

an invoice can be generated This can take

place minutes after the service engineers

have completed the work on-site

11 14Dynamics Mobile Field Service

Customer Information

bull Relevant customer information can be viewed

on mobile device

Service OBjects

bull AccesstofieldsobjectIDobjectdescription

serial number and the object warranty end date

Service Contracts

bull View basic contract information like the

contract type the contract type description the

startend date and the contract remarks

Service Tasks

bull AccesstoservicetaskfieldstaskIDtask

description (event code) start datetime-based

on task Service Level Agreement

bull Servicecallfieldssubjectmessagestartdate

time and the amount of planned hours on the

device

bull Indirect tasks time stopping the order while

working on it

bull Register end-time

bull Add material to service task and send to mobile

device

bull Add material from list (inventory) by the engi-

neer on-site (on mobile device) only from

the engineerrsquos warehouse or other engineer

approved warehouse

bull Update inventory level of the engineerrsquos ware-

house on to the device

bull Consume order or return spare parts

bull Limit the list of items the engineer can use in

the mobile device

bull Receive spare parts send from the main ware-

house andor send them back

bull Completequestionnairessuchaschecklistsor

inspection lists

bull Enter travel time

bull Enter current mileage

bull Send from service task to mobile device (list of

activities)

bull Capture customer signatures

bull Combinationofbackofficestatusandmobile

fieldservicestatustodeterminewhethera

service engineer is still traveling or has arrived

on-site

bull Historical information of the service object is

available on the mobile device

bull Relevanttaskfieldsuchasstatisticalcodes

notefieldsobjectnumberwarrantydateand

contract end date is available on the mobile

device

Service Notes

bull Availablefieldsarenotefieldsprogressnote

internal note and solution text

OverviewAnalysis

bull Standardanduser-definedqueriesandreports

Prerequisite

bull Microsoft Dynamics AX 2012

bull Dynamics Service Management

Dynamics Mobile Field Service a quick overview

7

12 14Dynamics Mobile Field Service

Our Dynamics Apps are sold implemented and

supported worldwide by our industry experts and

strategic partners We are happy to advise you

which solution or technology is the best fit for

your specific needs Please feel free to contact us

We appreciate your interest

Want to know more Contact HSO Innovation

T +31 (0)318 507 800

innovationhsocom

wwwhsocominnovation

Increasing the number of work

orders completed per day

Improving billing cycle time and

billing accuracy

Minimizing idle and misspent clock

time

Building incremental service-based

revenue streams

Decreased inventory levels

Lowerbackofficecosts

Increased customer retention

360-degree customer view

Benefits

In the mobile first and cloud first world mobility and especially field service mobility is key in

todayrsquos professional service organizations Dynamics Mobile Field Service is an onlineoffline

mobile solution that enables enterprises to optimize the operations of field service personnel

DynamicsMobileFieldServiceoffersaunique

integration of mobile workforce automation

and a rich service management solution Your

fieldworkerscaninteractseamlesslywiththe

systemandexpertsinthebackofficeofyour

enterprise

This allows personnel online or offline to

share critical information relating to custo-

mers orders equipment and inventory

As a result your field workers arrive at the

customer location on time with the right

spare parts and information to complete their

jobsquicklyandefficiently

Our solution also enables you to build upon

incremental service-based revenue streams

by increasing customer retention and

profitability

Introducing Dynamics Mobile Field Service

1

4 14Dynamics Mobile Field Service

Dynamics Mobile Field Service succes-

sfully closes the loop between field workers

Dynamics Service Management and your

customers

We mobilize your core business processes to

givefieldpersonnelandoffice-basedworkers

real-time access to enterprise systems

whether they work on a laptop or a mobile

computing device The hybrid app supports

IOS Android and Windows Phone so regar-

dless of the user platform the application

looks and functions in the same way This

simplifiestrainingandreducescomplexityina

bring-your-own-device driven world By using

the latest technologies to ensure a responsive

and adaptive application our mobile field

serviceofferingworksonlaptopstabletsand

smartphones and adapts automatically based

on the available real-estate

Dynamics Mobile Field Service integrated

with Service Management can increase

customer satisfaction grow incremental

revenueand iumlncreaseprofitabilityDynamics

Mobile Field Service includes viewing service

tasks start and stop service tasks navigate

to a customer location adding materials

and return hours At the same time service

engineers have direct access to all the data

they need to perform the job like informa-

tion on the service objects resources service

contracts and logistics

Increased Customer Satisfaction

2

5 14Dynamics Mobile Field Service

Minimize idle and misspent clock time while Lowering Back Office Costs

6 14Dynamics Maintenance Management

Features

bull Insightinrequiredversusavailable

resource capacity

bull Agenda to view acceptreject service

tasks

bull Travel navigate to the customer location

bull Direct access to customer service

object service contract and service task

information

bull Review historical information of previous

service tasks

bull Add materials like spare parts update

VAN inventory

bull Send and receive inventory transfer orders

bull Add materials with barcode scanner

bull Complete hour registration for service

task and nonservice task related work

such as indirect hours

bull In case of weekend or night shift new

orders can be created directly on the

mobile device

bull Streamlinedprocessflowtomakedata

entry easy

bull Entering notes per status

bull Signature capture per order or location

bull Capture and store pictures

bull Multi-language support

bull Initial load on PDA (base data)

bull Time zone support

bull Support for Windows 10 version 1511

higher Android version 44higher IOS

version 924higher

bull Compatible with laptops tablets and

phones

Features3

7 14Dynamics Mobile Field Service

Planning

By using Dynamics Service Management as

your back office you get a graphical schedu-

ling overview for a clear and detailed view

regarding the scheduled activities for your

service employees Using this scheduling

overview your planner has all the necessary

data including real-time updates from the

mobile devices

Allocating the right resource to the right

location within the agreed service level

agreements is one of the biggest challenges

for service planners

Dynamics Service Management can suggest

a resource based on the object (location

management) and event code (skills manage-

ment) settings you have entered into the

system Your planner first determines what

kind of resources (typegroup of employees

machines and materials) are necessary for

solvingtheservicerequest

Based on the information coming from the

mobile device the service planner knows who

is driving who is on-site working or who just

finishedthework

This together with the available capacity and

inventory levels will help the service planner

sending the right resource to the right job

increasing thefirst rightpercentageand the

customer satisfaction

4

8 14Dynamics Mobile Field Service

Easily Increase the Number of Work Orders Completed Per Day

9 14Dynamics Maintenance Management

Mobile Integration

Dynamics Mobile Field Service works online

as well as offline enabling field service

engineers to complete their service tasks

regardless of network connectivity

After completing the planning process in the

backofficeandallocatingtherightresource

to the job the service tasks are sent to the

mobile device of the service engineer and

will appear in their agenda Once the service

tasks are received on the mobile device the

service engineers do not need to be online to

compete for the service task All information

isavailableofflineandupdateswillautoma-

ticallybe sent to thebackofficeas soonas

connectivity is restored

Features

bull All relevant customer information can be

viewed on the mobile device

bull Direct access to service object data and

warranty information

bull Complete service tasks including the

ability to take a picture from the item

repaired

bull Review historical information of previous

service tasks

bull Complete hour registration for both direct

and indirect activities

bull Streamlinedprocessflowtomakedata

entry as easy as possible

5

10 14Dynamics Mobile Field Service

ExecutionRegistration amp Invoicing

6

When your service engineer is assigned to do some work a service task is created Service tasks combine items hours and work specifi-cation into one flow on the mobile device

The complete cycle of the service task can be

completed in one logical flow The process

starts with accepting the service task and

traveling to the customer location Once

on-site the actual work can start and the

consumed spare parts questionnaires and

spent hours can be allocated to the task

Together with a picture of the repaired item

the customer can review the information and

sign for approval

As long as the service engineer is online

real-timeupdatesaresenttothebackoffice

keeping the service planner up-to-date After

completing the task on the mobile device the

task information will automatically be sent

to the back office After receiving the task

information from the mobile device the infor-

mation will be available in Dynamics Service

Management for invoicing Depending on the

warranty andor service contracts in place

an invoice can be generated This can take

place minutes after the service engineers

have completed the work on-site

11 14Dynamics Mobile Field Service

Customer Information

bull Relevant customer information can be viewed

on mobile device

Service OBjects

bull AccesstofieldsobjectIDobjectdescription

serial number and the object warranty end date

Service Contracts

bull View basic contract information like the

contract type the contract type description the

startend date and the contract remarks

Service Tasks

bull AccesstoservicetaskfieldstaskIDtask

description (event code) start datetime-based

on task Service Level Agreement

bull Servicecallfieldssubjectmessagestartdate

time and the amount of planned hours on the

device

bull Indirect tasks time stopping the order while

working on it

bull Register end-time

bull Add material to service task and send to mobile

device

bull Add material from list (inventory) by the engi-

neer on-site (on mobile device) only from

the engineerrsquos warehouse or other engineer

approved warehouse

bull Update inventory level of the engineerrsquos ware-

house on to the device

bull Consume order or return spare parts

bull Limit the list of items the engineer can use in

the mobile device

bull Receive spare parts send from the main ware-

house andor send them back

bull Completequestionnairessuchaschecklistsor

inspection lists

bull Enter travel time

bull Enter current mileage

bull Send from service task to mobile device (list of

activities)

bull Capture customer signatures

bull Combinationofbackofficestatusandmobile

fieldservicestatustodeterminewhethera

service engineer is still traveling or has arrived

on-site

bull Historical information of the service object is

available on the mobile device

bull Relevanttaskfieldsuchasstatisticalcodes

notefieldsobjectnumberwarrantydateand

contract end date is available on the mobile

device

Service Notes

bull Availablefieldsarenotefieldsprogressnote

internal note and solution text

OverviewAnalysis

bull Standardanduser-definedqueriesandreports

Prerequisite

bull Microsoft Dynamics AX 2012

bull Dynamics Service Management

Dynamics Mobile Field Service a quick overview

7

12 14Dynamics Mobile Field Service

Our Dynamics Apps are sold implemented and

supported worldwide by our industry experts and

strategic partners We are happy to advise you

which solution or technology is the best fit for

your specific needs Please feel free to contact us

We appreciate your interest

Want to know more Contact HSO Innovation

T +31 (0)318 507 800

innovationhsocom

wwwhsocominnovation

Dynamics Mobile Field Service succes-

sfully closes the loop between field workers

Dynamics Service Management and your

customers

We mobilize your core business processes to

givefieldpersonnelandoffice-basedworkers

real-time access to enterprise systems

whether they work on a laptop or a mobile

computing device The hybrid app supports

IOS Android and Windows Phone so regar-

dless of the user platform the application

looks and functions in the same way This

simplifiestrainingandreducescomplexityina

bring-your-own-device driven world By using

the latest technologies to ensure a responsive

and adaptive application our mobile field

serviceofferingworksonlaptopstabletsand

smartphones and adapts automatically based

on the available real-estate

Dynamics Mobile Field Service integrated

with Service Management can increase

customer satisfaction grow incremental

revenueand iumlncreaseprofitabilityDynamics

Mobile Field Service includes viewing service

tasks start and stop service tasks navigate

to a customer location adding materials

and return hours At the same time service

engineers have direct access to all the data

they need to perform the job like informa-

tion on the service objects resources service

contracts and logistics

Increased Customer Satisfaction

2

5 14Dynamics Mobile Field Service

Minimize idle and misspent clock time while Lowering Back Office Costs

6 14Dynamics Maintenance Management

Features

bull Insightinrequiredversusavailable

resource capacity

bull Agenda to view acceptreject service

tasks

bull Travel navigate to the customer location

bull Direct access to customer service

object service contract and service task

information

bull Review historical information of previous

service tasks

bull Add materials like spare parts update

VAN inventory

bull Send and receive inventory transfer orders

bull Add materials with barcode scanner

bull Complete hour registration for service

task and nonservice task related work

such as indirect hours

bull In case of weekend or night shift new

orders can be created directly on the

mobile device

bull Streamlinedprocessflowtomakedata

entry easy

bull Entering notes per status

bull Signature capture per order or location

bull Capture and store pictures

bull Multi-language support

bull Initial load on PDA (base data)

bull Time zone support

bull Support for Windows 10 version 1511

higher Android version 44higher IOS

version 924higher

bull Compatible with laptops tablets and

phones

Features3

7 14Dynamics Mobile Field Service

Planning

By using Dynamics Service Management as

your back office you get a graphical schedu-

ling overview for a clear and detailed view

regarding the scheduled activities for your

service employees Using this scheduling

overview your planner has all the necessary

data including real-time updates from the

mobile devices

Allocating the right resource to the right

location within the agreed service level

agreements is one of the biggest challenges

for service planners

Dynamics Service Management can suggest

a resource based on the object (location

management) and event code (skills manage-

ment) settings you have entered into the

system Your planner first determines what

kind of resources (typegroup of employees

machines and materials) are necessary for

solvingtheservicerequest

Based on the information coming from the

mobile device the service planner knows who

is driving who is on-site working or who just

finishedthework

This together with the available capacity and

inventory levels will help the service planner

sending the right resource to the right job

increasing thefirst rightpercentageand the

customer satisfaction

4

8 14Dynamics Mobile Field Service

Easily Increase the Number of Work Orders Completed Per Day

9 14Dynamics Maintenance Management

Mobile Integration

Dynamics Mobile Field Service works online

as well as offline enabling field service

engineers to complete their service tasks

regardless of network connectivity

After completing the planning process in the

backofficeandallocatingtherightresource

to the job the service tasks are sent to the

mobile device of the service engineer and

will appear in their agenda Once the service

tasks are received on the mobile device the

service engineers do not need to be online to

compete for the service task All information

isavailableofflineandupdateswillautoma-

ticallybe sent to thebackofficeas soonas

connectivity is restored

Features

bull All relevant customer information can be

viewed on the mobile device

bull Direct access to service object data and

warranty information

bull Complete service tasks including the

ability to take a picture from the item

repaired

bull Review historical information of previous

service tasks

bull Complete hour registration for both direct

and indirect activities

bull Streamlinedprocessflowtomakedata

entry as easy as possible

5

10 14Dynamics Mobile Field Service

ExecutionRegistration amp Invoicing

6

When your service engineer is assigned to do some work a service task is created Service tasks combine items hours and work specifi-cation into one flow on the mobile device

The complete cycle of the service task can be

completed in one logical flow The process

starts with accepting the service task and

traveling to the customer location Once

on-site the actual work can start and the

consumed spare parts questionnaires and

spent hours can be allocated to the task

Together with a picture of the repaired item

the customer can review the information and

sign for approval

As long as the service engineer is online

real-timeupdatesaresenttothebackoffice

keeping the service planner up-to-date After

completing the task on the mobile device the

task information will automatically be sent

to the back office After receiving the task

information from the mobile device the infor-

mation will be available in Dynamics Service

Management for invoicing Depending on the

warranty andor service contracts in place

an invoice can be generated This can take

place minutes after the service engineers

have completed the work on-site

11 14Dynamics Mobile Field Service

Customer Information

bull Relevant customer information can be viewed

on mobile device

Service OBjects

bull AccesstofieldsobjectIDobjectdescription

serial number and the object warranty end date

Service Contracts

bull View basic contract information like the

contract type the contract type description the

startend date and the contract remarks

Service Tasks

bull AccesstoservicetaskfieldstaskIDtask

description (event code) start datetime-based

on task Service Level Agreement

bull Servicecallfieldssubjectmessagestartdate

time and the amount of planned hours on the

device

bull Indirect tasks time stopping the order while

working on it

bull Register end-time

bull Add material to service task and send to mobile

device

bull Add material from list (inventory) by the engi-

neer on-site (on mobile device) only from

the engineerrsquos warehouse or other engineer

approved warehouse

bull Update inventory level of the engineerrsquos ware-

house on to the device

bull Consume order or return spare parts

bull Limit the list of items the engineer can use in

the mobile device

bull Receive spare parts send from the main ware-

house andor send them back

bull Completequestionnairessuchaschecklistsor

inspection lists

bull Enter travel time

bull Enter current mileage

bull Send from service task to mobile device (list of

activities)

bull Capture customer signatures

bull Combinationofbackofficestatusandmobile

fieldservicestatustodeterminewhethera

service engineer is still traveling or has arrived

on-site

bull Historical information of the service object is

available on the mobile device

bull Relevanttaskfieldsuchasstatisticalcodes

notefieldsobjectnumberwarrantydateand

contract end date is available on the mobile

device

Service Notes

bull Availablefieldsarenotefieldsprogressnote

internal note and solution text

OverviewAnalysis

bull Standardanduser-definedqueriesandreports

Prerequisite

bull Microsoft Dynamics AX 2012

bull Dynamics Service Management

Dynamics Mobile Field Service a quick overview

7

12 14Dynamics Mobile Field Service

Our Dynamics Apps are sold implemented and

supported worldwide by our industry experts and

strategic partners We are happy to advise you

which solution or technology is the best fit for

your specific needs Please feel free to contact us

We appreciate your interest

Want to know more Contact HSO Innovation

T +31 (0)318 507 800

innovationhsocom

wwwhsocominnovation

Minimize idle and misspent clock time while Lowering Back Office Costs

6 14Dynamics Maintenance Management

Features

bull Insightinrequiredversusavailable

resource capacity

bull Agenda to view acceptreject service

tasks

bull Travel navigate to the customer location

bull Direct access to customer service

object service contract and service task

information

bull Review historical information of previous

service tasks

bull Add materials like spare parts update

VAN inventory

bull Send and receive inventory transfer orders

bull Add materials with barcode scanner

bull Complete hour registration for service

task and nonservice task related work

such as indirect hours

bull In case of weekend or night shift new

orders can be created directly on the

mobile device

bull Streamlinedprocessflowtomakedata

entry easy

bull Entering notes per status

bull Signature capture per order or location

bull Capture and store pictures

bull Multi-language support

bull Initial load on PDA (base data)

bull Time zone support

bull Support for Windows 10 version 1511

higher Android version 44higher IOS

version 924higher

bull Compatible with laptops tablets and

phones

Features3

7 14Dynamics Mobile Field Service

Planning

By using Dynamics Service Management as

your back office you get a graphical schedu-

ling overview for a clear and detailed view

regarding the scheduled activities for your

service employees Using this scheduling

overview your planner has all the necessary

data including real-time updates from the

mobile devices

Allocating the right resource to the right

location within the agreed service level

agreements is one of the biggest challenges

for service planners

Dynamics Service Management can suggest

a resource based on the object (location

management) and event code (skills manage-

ment) settings you have entered into the

system Your planner first determines what

kind of resources (typegroup of employees

machines and materials) are necessary for

solvingtheservicerequest

Based on the information coming from the

mobile device the service planner knows who

is driving who is on-site working or who just

finishedthework

This together with the available capacity and

inventory levels will help the service planner

sending the right resource to the right job

increasing thefirst rightpercentageand the

customer satisfaction

4

8 14Dynamics Mobile Field Service

Easily Increase the Number of Work Orders Completed Per Day

9 14Dynamics Maintenance Management

Mobile Integration

Dynamics Mobile Field Service works online

as well as offline enabling field service

engineers to complete their service tasks

regardless of network connectivity

After completing the planning process in the

backofficeandallocatingtherightresource

to the job the service tasks are sent to the

mobile device of the service engineer and

will appear in their agenda Once the service

tasks are received on the mobile device the

service engineers do not need to be online to

compete for the service task All information

isavailableofflineandupdateswillautoma-

ticallybe sent to thebackofficeas soonas

connectivity is restored

Features

bull All relevant customer information can be

viewed on the mobile device

bull Direct access to service object data and

warranty information

bull Complete service tasks including the

ability to take a picture from the item

repaired

bull Review historical information of previous

service tasks

bull Complete hour registration for both direct

and indirect activities

bull Streamlinedprocessflowtomakedata

entry as easy as possible

5

10 14Dynamics Mobile Field Service

ExecutionRegistration amp Invoicing

6

When your service engineer is assigned to do some work a service task is created Service tasks combine items hours and work specifi-cation into one flow on the mobile device

The complete cycle of the service task can be

completed in one logical flow The process

starts with accepting the service task and

traveling to the customer location Once

on-site the actual work can start and the

consumed spare parts questionnaires and

spent hours can be allocated to the task

Together with a picture of the repaired item

the customer can review the information and

sign for approval

As long as the service engineer is online

real-timeupdatesaresenttothebackoffice

keeping the service planner up-to-date After

completing the task on the mobile device the

task information will automatically be sent

to the back office After receiving the task

information from the mobile device the infor-

mation will be available in Dynamics Service

Management for invoicing Depending on the

warranty andor service contracts in place

an invoice can be generated This can take

place minutes after the service engineers

have completed the work on-site

11 14Dynamics Mobile Field Service

Customer Information

bull Relevant customer information can be viewed

on mobile device

Service OBjects

bull AccesstofieldsobjectIDobjectdescription

serial number and the object warranty end date

Service Contracts

bull View basic contract information like the

contract type the contract type description the

startend date and the contract remarks

Service Tasks

bull AccesstoservicetaskfieldstaskIDtask

description (event code) start datetime-based

on task Service Level Agreement

bull Servicecallfieldssubjectmessagestartdate

time and the amount of planned hours on the

device

bull Indirect tasks time stopping the order while

working on it

bull Register end-time

bull Add material to service task and send to mobile

device

bull Add material from list (inventory) by the engi-

neer on-site (on mobile device) only from

the engineerrsquos warehouse or other engineer

approved warehouse

bull Update inventory level of the engineerrsquos ware-

house on to the device

bull Consume order or return spare parts

bull Limit the list of items the engineer can use in

the mobile device

bull Receive spare parts send from the main ware-

house andor send them back

bull Completequestionnairessuchaschecklistsor

inspection lists

bull Enter travel time

bull Enter current mileage

bull Send from service task to mobile device (list of

activities)

bull Capture customer signatures

bull Combinationofbackofficestatusandmobile

fieldservicestatustodeterminewhethera

service engineer is still traveling or has arrived

on-site

bull Historical information of the service object is

available on the mobile device

bull Relevanttaskfieldsuchasstatisticalcodes

notefieldsobjectnumberwarrantydateand

contract end date is available on the mobile

device

Service Notes

bull Availablefieldsarenotefieldsprogressnote

internal note and solution text

OverviewAnalysis

bull Standardanduser-definedqueriesandreports

Prerequisite

bull Microsoft Dynamics AX 2012

bull Dynamics Service Management

Dynamics Mobile Field Service a quick overview

7

12 14Dynamics Mobile Field Service

Our Dynamics Apps are sold implemented and

supported worldwide by our industry experts and

strategic partners We are happy to advise you

which solution or technology is the best fit for

your specific needs Please feel free to contact us

We appreciate your interest

Want to know more Contact HSO Innovation

T +31 (0)318 507 800

innovationhsocom

wwwhsocominnovation

Features

bull Insightinrequiredversusavailable

resource capacity

bull Agenda to view acceptreject service

tasks

bull Travel navigate to the customer location

bull Direct access to customer service

object service contract and service task

information

bull Review historical information of previous

service tasks

bull Add materials like spare parts update

VAN inventory

bull Send and receive inventory transfer orders

bull Add materials with barcode scanner

bull Complete hour registration for service

task and nonservice task related work

such as indirect hours

bull In case of weekend or night shift new

orders can be created directly on the

mobile device

bull Streamlinedprocessflowtomakedata

entry easy

bull Entering notes per status

bull Signature capture per order or location

bull Capture and store pictures

bull Multi-language support

bull Initial load on PDA (base data)

bull Time zone support

bull Support for Windows 10 version 1511

higher Android version 44higher IOS

version 924higher

bull Compatible with laptops tablets and

phones

Features3

7 14Dynamics Mobile Field Service

Planning

By using Dynamics Service Management as

your back office you get a graphical schedu-

ling overview for a clear and detailed view

regarding the scheduled activities for your

service employees Using this scheduling

overview your planner has all the necessary

data including real-time updates from the

mobile devices

Allocating the right resource to the right

location within the agreed service level

agreements is one of the biggest challenges

for service planners

Dynamics Service Management can suggest

a resource based on the object (location

management) and event code (skills manage-

ment) settings you have entered into the

system Your planner first determines what

kind of resources (typegroup of employees

machines and materials) are necessary for

solvingtheservicerequest

Based on the information coming from the

mobile device the service planner knows who

is driving who is on-site working or who just

finishedthework

This together with the available capacity and

inventory levels will help the service planner

sending the right resource to the right job

increasing thefirst rightpercentageand the

customer satisfaction

4

8 14Dynamics Mobile Field Service

Easily Increase the Number of Work Orders Completed Per Day

9 14Dynamics Maintenance Management

Mobile Integration

Dynamics Mobile Field Service works online

as well as offline enabling field service

engineers to complete their service tasks

regardless of network connectivity

After completing the planning process in the

backofficeandallocatingtherightresource

to the job the service tasks are sent to the

mobile device of the service engineer and

will appear in their agenda Once the service

tasks are received on the mobile device the

service engineers do not need to be online to

compete for the service task All information

isavailableofflineandupdateswillautoma-

ticallybe sent to thebackofficeas soonas

connectivity is restored

Features

bull All relevant customer information can be

viewed on the mobile device

bull Direct access to service object data and

warranty information

bull Complete service tasks including the

ability to take a picture from the item

repaired

bull Review historical information of previous

service tasks

bull Complete hour registration for both direct

and indirect activities

bull Streamlinedprocessflowtomakedata

entry as easy as possible

5

10 14Dynamics Mobile Field Service

ExecutionRegistration amp Invoicing

6

When your service engineer is assigned to do some work a service task is created Service tasks combine items hours and work specifi-cation into one flow on the mobile device

The complete cycle of the service task can be

completed in one logical flow The process

starts with accepting the service task and

traveling to the customer location Once

on-site the actual work can start and the

consumed spare parts questionnaires and

spent hours can be allocated to the task

Together with a picture of the repaired item

the customer can review the information and

sign for approval

As long as the service engineer is online

real-timeupdatesaresenttothebackoffice

keeping the service planner up-to-date After

completing the task on the mobile device the

task information will automatically be sent

to the back office After receiving the task

information from the mobile device the infor-

mation will be available in Dynamics Service

Management for invoicing Depending on the

warranty andor service contracts in place

an invoice can be generated This can take

place minutes after the service engineers

have completed the work on-site

11 14Dynamics Mobile Field Service

Customer Information

bull Relevant customer information can be viewed

on mobile device

Service OBjects

bull AccesstofieldsobjectIDobjectdescription

serial number and the object warranty end date

Service Contracts

bull View basic contract information like the

contract type the contract type description the

startend date and the contract remarks

Service Tasks

bull AccesstoservicetaskfieldstaskIDtask

description (event code) start datetime-based

on task Service Level Agreement

bull Servicecallfieldssubjectmessagestartdate

time and the amount of planned hours on the

device

bull Indirect tasks time stopping the order while

working on it

bull Register end-time

bull Add material to service task and send to mobile

device

bull Add material from list (inventory) by the engi-

neer on-site (on mobile device) only from

the engineerrsquos warehouse or other engineer

approved warehouse

bull Update inventory level of the engineerrsquos ware-

house on to the device

bull Consume order or return spare parts

bull Limit the list of items the engineer can use in

the mobile device

bull Receive spare parts send from the main ware-

house andor send them back

bull Completequestionnairessuchaschecklistsor

inspection lists

bull Enter travel time

bull Enter current mileage

bull Send from service task to mobile device (list of

activities)

bull Capture customer signatures

bull Combinationofbackofficestatusandmobile

fieldservicestatustodeterminewhethera

service engineer is still traveling or has arrived

on-site

bull Historical information of the service object is

available on the mobile device

bull Relevanttaskfieldsuchasstatisticalcodes

notefieldsobjectnumberwarrantydateand

contract end date is available on the mobile

device

Service Notes

bull Availablefieldsarenotefieldsprogressnote

internal note and solution text

OverviewAnalysis

bull Standardanduser-definedqueriesandreports

Prerequisite

bull Microsoft Dynamics AX 2012

bull Dynamics Service Management

Dynamics Mobile Field Service a quick overview

7

12 14Dynamics Mobile Field Service

Our Dynamics Apps are sold implemented and

supported worldwide by our industry experts and

strategic partners We are happy to advise you

which solution or technology is the best fit for

your specific needs Please feel free to contact us

We appreciate your interest

Want to know more Contact HSO Innovation

T +31 (0)318 507 800

innovationhsocom

wwwhsocominnovation

Planning

By using Dynamics Service Management as

your back office you get a graphical schedu-

ling overview for a clear and detailed view

regarding the scheduled activities for your

service employees Using this scheduling

overview your planner has all the necessary

data including real-time updates from the

mobile devices

Allocating the right resource to the right

location within the agreed service level

agreements is one of the biggest challenges

for service planners

Dynamics Service Management can suggest

a resource based on the object (location

management) and event code (skills manage-

ment) settings you have entered into the

system Your planner first determines what

kind of resources (typegroup of employees

machines and materials) are necessary for

solvingtheservicerequest

Based on the information coming from the

mobile device the service planner knows who

is driving who is on-site working or who just

finishedthework

This together with the available capacity and

inventory levels will help the service planner

sending the right resource to the right job

increasing thefirst rightpercentageand the

customer satisfaction

4

8 14Dynamics Mobile Field Service

Easily Increase the Number of Work Orders Completed Per Day

9 14Dynamics Maintenance Management

Mobile Integration

Dynamics Mobile Field Service works online

as well as offline enabling field service

engineers to complete their service tasks

regardless of network connectivity

After completing the planning process in the

backofficeandallocatingtherightresource

to the job the service tasks are sent to the

mobile device of the service engineer and

will appear in their agenda Once the service

tasks are received on the mobile device the

service engineers do not need to be online to

compete for the service task All information

isavailableofflineandupdateswillautoma-

ticallybe sent to thebackofficeas soonas

connectivity is restored

Features

bull All relevant customer information can be

viewed on the mobile device

bull Direct access to service object data and

warranty information

bull Complete service tasks including the

ability to take a picture from the item

repaired

bull Review historical information of previous

service tasks

bull Complete hour registration for both direct

and indirect activities

bull Streamlinedprocessflowtomakedata

entry as easy as possible

5

10 14Dynamics Mobile Field Service

ExecutionRegistration amp Invoicing

6

When your service engineer is assigned to do some work a service task is created Service tasks combine items hours and work specifi-cation into one flow on the mobile device

The complete cycle of the service task can be

completed in one logical flow The process

starts with accepting the service task and

traveling to the customer location Once

on-site the actual work can start and the

consumed spare parts questionnaires and

spent hours can be allocated to the task

Together with a picture of the repaired item

the customer can review the information and

sign for approval

As long as the service engineer is online

real-timeupdatesaresenttothebackoffice

keeping the service planner up-to-date After

completing the task on the mobile device the

task information will automatically be sent

to the back office After receiving the task

information from the mobile device the infor-

mation will be available in Dynamics Service

Management for invoicing Depending on the

warranty andor service contracts in place

an invoice can be generated This can take

place minutes after the service engineers

have completed the work on-site

11 14Dynamics Mobile Field Service

Customer Information

bull Relevant customer information can be viewed

on mobile device

Service OBjects

bull AccesstofieldsobjectIDobjectdescription

serial number and the object warranty end date

Service Contracts

bull View basic contract information like the

contract type the contract type description the

startend date and the contract remarks

Service Tasks

bull AccesstoservicetaskfieldstaskIDtask

description (event code) start datetime-based

on task Service Level Agreement

bull Servicecallfieldssubjectmessagestartdate

time and the amount of planned hours on the

device

bull Indirect tasks time stopping the order while

working on it

bull Register end-time

bull Add material to service task and send to mobile

device

bull Add material from list (inventory) by the engi-

neer on-site (on mobile device) only from

the engineerrsquos warehouse or other engineer

approved warehouse

bull Update inventory level of the engineerrsquos ware-

house on to the device

bull Consume order or return spare parts

bull Limit the list of items the engineer can use in

the mobile device

bull Receive spare parts send from the main ware-

house andor send them back

bull Completequestionnairessuchaschecklistsor

inspection lists

bull Enter travel time

bull Enter current mileage

bull Send from service task to mobile device (list of

activities)

bull Capture customer signatures

bull Combinationofbackofficestatusandmobile

fieldservicestatustodeterminewhethera

service engineer is still traveling or has arrived

on-site

bull Historical information of the service object is

available on the mobile device

bull Relevanttaskfieldsuchasstatisticalcodes

notefieldsobjectnumberwarrantydateand

contract end date is available on the mobile

device

Service Notes

bull Availablefieldsarenotefieldsprogressnote

internal note and solution text

OverviewAnalysis

bull Standardanduser-definedqueriesandreports

Prerequisite

bull Microsoft Dynamics AX 2012

bull Dynamics Service Management

Dynamics Mobile Field Service a quick overview

7

12 14Dynamics Mobile Field Service

Our Dynamics Apps are sold implemented and

supported worldwide by our industry experts and

strategic partners We are happy to advise you

which solution or technology is the best fit for

your specific needs Please feel free to contact us

We appreciate your interest

Want to know more Contact HSO Innovation

T +31 (0)318 507 800

innovationhsocom

wwwhsocominnovation

Easily Increase the Number of Work Orders Completed Per Day

9 14Dynamics Maintenance Management

Mobile Integration

Dynamics Mobile Field Service works online

as well as offline enabling field service

engineers to complete their service tasks

regardless of network connectivity

After completing the planning process in the

backofficeandallocatingtherightresource

to the job the service tasks are sent to the

mobile device of the service engineer and

will appear in their agenda Once the service

tasks are received on the mobile device the

service engineers do not need to be online to

compete for the service task All information

isavailableofflineandupdateswillautoma-

ticallybe sent to thebackofficeas soonas

connectivity is restored

Features

bull All relevant customer information can be

viewed on the mobile device

bull Direct access to service object data and

warranty information

bull Complete service tasks including the

ability to take a picture from the item

repaired

bull Review historical information of previous

service tasks

bull Complete hour registration for both direct

and indirect activities

bull Streamlinedprocessflowtomakedata

entry as easy as possible

5

10 14Dynamics Mobile Field Service

ExecutionRegistration amp Invoicing

6

When your service engineer is assigned to do some work a service task is created Service tasks combine items hours and work specifi-cation into one flow on the mobile device

The complete cycle of the service task can be

completed in one logical flow The process

starts with accepting the service task and

traveling to the customer location Once

on-site the actual work can start and the

consumed spare parts questionnaires and

spent hours can be allocated to the task

Together with a picture of the repaired item

the customer can review the information and

sign for approval

As long as the service engineer is online

real-timeupdatesaresenttothebackoffice

keeping the service planner up-to-date After

completing the task on the mobile device the

task information will automatically be sent

to the back office After receiving the task

information from the mobile device the infor-

mation will be available in Dynamics Service

Management for invoicing Depending on the

warranty andor service contracts in place

an invoice can be generated This can take

place minutes after the service engineers

have completed the work on-site

11 14Dynamics Mobile Field Service

Customer Information

bull Relevant customer information can be viewed

on mobile device

Service OBjects

bull AccesstofieldsobjectIDobjectdescription

serial number and the object warranty end date

Service Contracts

bull View basic contract information like the

contract type the contract type description the

startend date and the contract remarks

Service Tasks

bull AccesstoservicetaskfieldstaskIDtask

description (event code) start datetime-based

on task Service Level Agreement

bull Servicecallfieldssubjectmessagestartdate

time and the amount of planned hours on the

device

bull Indirect tasks time stopping the order while

working on it

bull Register end-time

bull Add material to service task and send to mobile

device

bull Add material from list (inventory) by the engi-

neer on-site (on mobile device) only from

the engineerrsquos warehouse or other engineer

approved warehouse

bull Update inventory level of the engineerrsquos ware-

house on to the device

bull Consume order or return spare parts

bull Limit the list of items the engineer can use in

the mobile device

bull Receive spare parts send from the main ware-

house andor send them back

bull Completequestionnairessuchaschecklistsor

inspection lists

bull Enter travel time

bull Enter current mileage

bull Send from service task to mobile device (list of

activities)

bull Capture customer signatures

bull Combinationofbackofficestatusandmobile

fieldservicestatustodeterminewhethera

service engineer is still traveling or has arrived

on-site

bull Historical information of the service object is

available on the mobile device

bull Relevanttaskfieldsuchasstatisticalcodes

notefieldsobjectnumberwarrantydateand

contract end date is available on the mobile

device

Service Notes

bull Availablefieldsarenotefieldsprogressnote

internal note and solution text

OverviewAnalysis

bull Standardanduser-definedqueriesandreports

Prerequisite

bull Microsoft Dynamics AX 2012

bull Dynamics Service Management

Dynamics Mobile Field Service a quick overview

7

12 14Dynamics Mobile Field Service

Our Dynamics Apps are sold implemented and

supported worldwide by our industry experts and

strategic partners We are happy to advise you

which solution or technology is the best fit for

your specific needs Please feel free to contact us

We appreciate your interest

Want to know more Contact HSO Innovation

T +31 (0)318 507 800

innovationhsocom

wwwhsocominnovation

Mobile Integration

Dynamics Mobile Field Service works online

as well as offline enabling field service

engineers to complete their service tasks

regardless of network connectivity

After completing the planning process in the

backofficeandallocatingtherightresource

to the job the service tasks are sent to the

mobile device of the service engineer and

will appear in their agenda Once the service

tasks are received on the mobile device the

service engineers do not need to be online to

compete for the service task All information

isavailableofflineandupdateswillautoma-

ticallybe sent to thebackofficeas soonas

connectivity is restored

Features

bull All relevant customer information can be

viewed on the mobile device

bull Direct access to service object data and

warranty information

bull Complete service tasks including the

ability to take a picture from the item

repaired

bull Review historical information of previous

service tasks

bull Complete hour registration for both direct

and indirect activities

bull Streamlinedprocessflowtomakedata

entry as easy as possible

5

10 14Dynamics Mobile Field Service

ExecutionRegistration amp Invoicing

6

When your service engineer is assigned to do some work a service task is created Service tasks combine items hours and work specifi-cation into one flow on the mobile device

The complete cycle of the service task can be

completed in one logical flow The process

starts with accepting the service task and

traveling to the customer location Once

on-site the actual work can start and the

consumed spare parts questionnaires and

spent hours can be allocated to the task

Together with a picture of the repaired item

the customer can review the information and

sign for approval

As long as the service engineer is online

real-timeupdatesaresenttothebackoffice

keeping the service planner up-to-date After

completing the task on the mobile device the

task information will automatically be sent

to the back office After receiving the task

information from the mobile device the infor-

mation will be available in Dynamics Service

Management for invoicing Depending on the

warranty andor service contracts in place

an invoice can be generated This can take

place minutes after the service engineers

have completed the work on-site

11 14Dynamics Mobile Field Service

Customer Information

bull Relevant customer information can be viewed

on mobile device

Service OBjects

bull AccesstofieldsobjectIDobjectdescription

serial number and the object warranty end date

Service Contracts

bull View basic contract information like the

contract type the contract type description the

startend date and the contract remarks

Service Tasks

bull AccesstoservicetaskfieldstaskIDtask

description (event code) start datetime-based

on task Service Level Agreement

bull Servicecallfieldssubjectmessagestartdate

time and the amount of planned hours on the

device

bull Indirect tasks time stopping the order while

working on it

bull Register end-time

bull Add material to service task and send to mobile

device

bull Add material from list (inventory) by the engi-

neer on-site (on mobile device) only from

the engineerrsquos warehouse or other engineer

approved warehouse

bull Update inventory level of the engineerrsquos ware-

house on to the device

bull Consume order or return spare parts

bull Limit the list of items the engineer can use in

the mobile device

bull Receive spare parts send from the main ware-

house andor send them back

bull Completequestionnairessuchaschecklistsor

inspection lists

bull Enter travel time

bull Enter current mileage

bull Send from service task to mobile device (list of

activities)

bull Capture customer signatures

bull Combinationofbackofficestatusandmobile

fieldservicestatustodeterminewhethera

service engineer is still traveling or has arrived

on-site

bull Historical information of the service object is

available on the mobile device

bull Relevanttaskfieldsuchasstatisticalcodes

notefieldsobjectnumberwarrantydateand

contract end date is available on the mobile

device

Service Notes

bull Availablefieldsarenotefieldsprogressnote

internal note and solution text

OverviewAnalysis

bull Standardanduser-definedqueriesandreports

Prerequisite

bull Microsoft Dynamics AX 2012

bull Dynamics Service Management

Dynamics Mobile Field Service a quick overview

7

12 14Dynamics Mobile Field Service

Our Dynamics Apps are sold implemented and

supported worldwide by our industry experts and

strategic partners We are happy to advise you

which solution or technology is the best fit for

your specific needs Please feel free to contact us

We appreciate your interest

Want to know more Contact HSO Innovation

T +31 (0)318 507 800

innovationhsocom

wwwhsocominnovation

ExecutionRegistration amp Invoicing

6

When your service engineer is assigned to do some work a service task is created Service tasks combine items hours and work specifi-cation into one flow on the mobile device

The complete cycle of the service task can be

completed in one logical flow The process

starts with accepting the service task and

traveling to the customer location Once

on-site the actual work can start and the

consumed spare parts questionnaires and

spent hours can be allocated to the task

Together with a picture of the repaired item

the customer can review the information and

sign for approval

As long as the service engineer is online

real-timeupdatesaresenttothebackoffice

keeping the service planner up-to-date After

completing the task on the mobile device the

task information will automatically be sent

to the back office After receiving the task

information from the mobile device the infor-

mation will be available in Dynamics Service

Management for invoicing Depending on the

warranty andor service contracts in place

an invoice can be generated This can take

place minutes after the service engineers

have completed the work on-site

11 14Dynamics Mobile Field Service

Customer Information

bull Relevant customer information can be viewed

on mobile device

Service OBjects

bull AccesstofieldsobjectIDobjectdescription

serial number and the object warranty end date

Service Contracts

bull View basic contract information like the

contract type the contract type description the

startend date and the contract remarks

Service Tasks

bull AccesstoservicetaskfieldstaskIDtask

description (event code) start datetime-based

on task Service Level Agreement

bull Servicecallfieldssubjectmessagestartdate

time and the amount of planned hours on the

device

bull Indirect tasks time stopping the order while

working on it

bull Register end-time

bull Add material to service task and send to mobile

device

bull Add material from list (inventory) by the engi-

neer on-site (on mobile device) only from

the engineerrsquos warehouse or other engineer

approved warehouse

bull Update inventory level of the engineerrsquos ware-

house on to the device

bull Consume order or return spare parts

bull Limit the list of items the engineer can use in

the mobile device

bull Receive spare parts send from the main ware-

house andor send them back

bull Completequestionnairessuchaschecklistsor

inspection lists

bull Enter travel time

bull Enter current mileage

bull Send from service task to mobile device (list of

activities)

bull Capture customer signatures

bull Combinationofbackofficestatusandmobile

fieldservicestatustodeterminewhethera

service engineer is still traveling or has arrived

on-site

bull Historical information of the service object is

available on the mobile device

bull Relevanttaskfieldsuchasstatisticalcodes

notefieldsobjectnumberwarrantydateand

contract end date is available on the mobile

device

Service Notes

bull Availablefieldsarenotefieldsprogressnote

internal note and solution text

OverviewAnalysis

bull Standardanduser-definedqueriesandreports

Prerequisite

bull Microsoft Dynamics AX 2012

bull Dynamics Service Management

Dynamics Mobile Field Service a quick overview

7

12 14Dynamics Mobile Field Service

Our Dynamics Apps are sold implemented and

supported worldwide by our industry experts and

strategic partners We are happy to advise you

which solution or technology is the best fit for

your specific needs Please feel free to contact us

We appreciate your interest

Want to know more Contact HSO Innovation

T +31 (0)318 507 800

innovationhsocom

wwwhsocominnovation

Customer Information

bull Relevant customer information can be viewed

on mobile device

Service OBjects

bull AccesstofieldsobjectIDobjectdescription

serial number and the object warranty end date

Service Contracts

bull View basic contract information like the

contract type the contract type description the

startend date and the contract remarks

Service Tasks

bull AccesstoservicetaskfieldstaskIDtask

description (event code) start datetime-based

on task Service Level Agreement

bull Servicecallfieldssubjectmessagestartdate

time and the amount of planned hours on the

device

bull Indirect tasks time stopping the order while

working on it

bull Register end-time

bull Add material to service task and send to mobile

device

bull Add material from list (inventory) by the engi-

neer on-site (on mobile device) only from

the engineerrsquos warehouse or other engineer

approved warehouse

bull Update inventory level of the engineerrsquos ware-

house on to the device

bull Consume order or return spare parts

bull Limit the list of items the engineer can use in

the mobile device

bull Receive spare parts send from the main ware-

house andor send them back

bull Completequestionnairessuchaschecklistsor

inspection lists

bull Enter travel time

bull Enter current mileage

bull Send from service task to mobile device (list of

activities)

bull Capture customer signatures

bull Combinationofbackofficestatusandmobile

fieldservicestatustodeterminewhethera

service engineer is still traveling or has arrived

on-site

bull Historical information of the service object is

available on the mobile device

bull Relevanttaskfieldsuchasstatisticalcodes

notefieldsobjectnumberwarrantydateand

contract end date is available on the mobile

device

Service Notes

bull Availablefieldsarenotefieldsprogressnote

internal note and solution text

OverviewAnalysis

bull Standardanduser-definedqueriesandreports

Prerequisite

bull Microsoft Dynamics AX 2012

bull Dynamics Service Management

Dynamics Mobile Field Service a quick overview

7

12 14Dynamics Mobile Field Service

Our Dynamics Apps are sold implemented and

supported worldwide by our industry experts and

strategic partners We are happy to advise you

which solution or technology is the best fit for

your specific needs Please feel free to contact us

We appreciate your interest

Want to know more Contact HSO Innovation

T +31 (0)318 507 800

innovationhsocom

wwwhsocominnovation

Our Dynamics Apps are sold implemented and

supported worldwide by our industry experts and

strategic partners We are happy to advise you

which solution or technology is the best fit for

your specific needs Please feel free to contact us

We appreciate your interest

Want to know more Contact HSO Innovation

T +31 (0)318 507 800

innovationhsocom

wwwhsocominnovation

1500Projects

13Offices

650Employees

innovationhsocom | wwwhsocominnovation | T +31 (0)318 507 800

HSOInnovationoffersnewwaysusingnewtechnologynewapplicationsnewprocessesandnewapproachestoassistourclientsinbecomingdigitalleadersintheirindustryHSOInnovationdesignsdevelopssellsandmaintainsstrategicanddifferentiatingDynamicsAppsthatdriveoutstandingresults forourclientsusingMicrosoftDynamics365CombinedwithourwiderangeofPremiereServices thatareofferedonMicrosoftAzureweimproveoverallbusinessefficiencyOurDynamicsAppsandPremierServicesarebasedonbestpracticesdevelopedovertheyearsworkingdirectlywith our customers across diverse industries and verticals

1500+

Projects

25+

Offices

900+

Employees