In the previous chapter, we focused our attention on the customer service functionality available with Microsoft Dynamics 365 Customer Engagement. This time, we will move on to the Field Service offering.

We've so far seen the Sales app, where we enroll customers by selling them existing products and services, as well as the Customer Service app, where we provide the necessary support to our existing customers over the phone or in the form of knowledge base articles. This is a remote type of support, based primarily on the customer participating actively in fixing existing issues with a product or a service offered.

The Dynamics 365 for Field Service app shifts focus to delivering on-site customer support. This serves situations where, for example, for an internet provider, a technician needs to be sent to a customer to install a modem or fix connectivity...