For example, Microsoft is working with Siemens to enable frontline workers to close feedback loops faster and solve challenges together using the new Teamcenter app for Microsoft Teams. Microsoft is also working with Komatsu Australia to deliver end-to-end automation with Power Platform (Microsoft’s low-code platform for analyzing data, automating processes and building apps, websites and virtual agents) and Sweden-based automobile brand Lynk & Co. to create unique processes and prioritize specific customer experiences using Microsoft Dynamics 365 applications.
Adding to its capabilities to empower frontline workers, Microsoft is releasing new AI capabilities for its Copilot in Dynamics 365 Field Service. Wee says this update will enable service managers who receive customer escalations in Outlook or Microsoft Teams to use Copilot to streamline work order creation with relevant details pre-populated from emails or chats; optimize technician scheduling with data-driven recommendations based on factors such as travel time, availability and skillset; and generate draft responses to customer messages summarizing next steps without switching apps.
Critical info at a glance and ease of communications
According to Wee, with the updates to the Dynamics 365 Field Service app in Microsoft Teams, technicians will now be able to see upcoming work orders at-a-glance in their home experience, share full work order details and more easily access Remote Assist with one click to troubleshoot with remote experts in real time if they need additional support to complete jobs.
Frontline technicians will also have access to embedded guides that provide step-by-step instructions, pictures and videos explaining the immediate task.
With Teams out-of-the-box integrations with devices from Honeywell, Samsung, Zebra and Lenovo ThinkPhone by Motorola, manufacturing workers can communicate with each other and with multiple departments using Walkie Talkie in Teams by pinning up to five channels on the Walkie Talkie home screen.
Given the need for security to protect this extended use of information across shifts with workers sharing devices, Wee notes that frontline workers can quickly and compliantly wipe their device for the next shift using Microsoft's shared device mode.