Learn the best way to integrate Dynamics 365 Remote Assist with Field Service to streamline technician collaboration. Discover how to automatically record session details and improve on-site problem-solving.
Table of Contents
Question
A Field Service company is integrating Dynamics 365 Remote Assist with their Field Service mobile app to enable technicians to collaborate with experts remotely when facing complex issues on-site. You need to design a process that allows technicians to initiate a Remote Assist session from a work order and ensure that session details are recorded for future reference. What should you do?
A. Ask technicians to use third-party video conferencing tools and email the session recordings to the office for manual entry into the system.
B. Develop a custom application to handle Remote Assist sessions outside of Dynamics 365 and integrate it later with the Field Service mobile app.
C. Implement a deep link in the work order to trigger Dynamics 365 Remote Assist and configure the system to post session details back to the work order’s timeline.
D. Require technicians to call experts via a standard phone call and manually enter session notes into the work order after the call.
Answer
C. Implement a deep link in the work order to trigger Dynamics 365 Remote Assist and configure the system to post session details back to the work order’s timeline.
Explanation
Implementing a deep link directly in the work order to trigger Dynamics 365 Remote Assist and configuring the system to automatically post session details to the work order’s timeline creates a seamless experience and ensures accurate record-keeping. Options A and D involve manual processes that are prone to error and inefficiency. Option B requires unnecessary development effort when a solution is already available within Dynamics 365.
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