Taming Service Chaos with AI: A Field Guide for Dynamics 365 Users

Every service business, whether you fix equipment, maintain buildings, install systems, or keep customers up and running, is trying to do the same things. Keep work moving. Keep customers confident. Keep the day from turning into a surprise puzzle.
This session shows how AI and Dynamics 365 can help you bring order to the daily flow of service work. We walk through the steps every organization deals with. Spot the issue. Create the work order. Assign the right technician. Get the job done. Capture what happened so the next person is not guessing. It is the same Field Service lifecycle used across many organizations, explained in a simple and practical way.
AI and Copilot assist with the tasks that usually slow teams down. They surface history, organize job details, help prepare technicians, and gather the notes that everyone needs. The goal is to give teams the right information at the right time so they can stay focused on the work.
We cover topics such as:

How to build clear and consistent work orders and schedules that teams can actually follow, without depending on a whiteboard that magically becomes the single source of truth.
How using history and parts information helps reduce repeat visits and gives customers confidence in the work.
How AI and Copilot keep information organized by gathering details, preparing technicians, and simplifying documentation so nothing gets lost.
How operations and IT can stay aligned with systems that connect to the tools your business already relies on, including ERP, inventory, and asset management.

The session focuses on practical improvements you can apply right away. You will learn ways to improve scheduling, streamline handoffs, prepare technicians faster, and increase visibility into your service operations. If your organization wants a simpler and more predictable approach to service work, you will leave with ideas ready to put into action.

Service at the Speed of Light: Turning Complexity into Conversations

Service organizations are standing at a turning point. For years we built systems that required teams of experts to design, code, test, and adjust every rule the business relied on. Today we can create many of those same outcomes simply by having a conversation with an intelligent system that understands the work, the data, and the context.
This session explores what happens when complex service decisions become conversational. We will walk through real examples where route planning, schedule adjustments, risk evaluation, and work order insights are generated in moments by describing the outcome we want. Instead of building large layers of logic, we shape prompts that return clear answers and structured data that Power Automate, Dataverse, and Dynamics 365 can use immediately.
This shift is meaningful for every part of the service organization. Leaders see a path to faster change with less friction. Frontline users see a way to get what they need by asking for it, whether they are in Outlook, Teams, or on a mobile device. Developers see a new pattern where they design the guardrails and let the system handle the heavy reasoning.
If you attend this session, you will walk away with a new understanding of how service can operate when conversations guide the system. The question becomes simple. What could your team achieve if the next improvement you need starts with a prompt, not a project.

Copilot to the Rescue: Reinventing Field Service from Dispatch to Done.

The Dynamics 365 platform is spearheading the rapid evolution of service operations. In this session, we will explore how Microsoft Copilot transforms Dynamics 365 Field Service into a proactive, AI-driven solution while aligning with broader trends shaping service delivery. From intelligent scheduling and predictive maintenance to connected customer experiences across Sales, Customer Service, and Field Service, learn how organizations are moving from reactive break-fix models to proactive, outcome-based service strategies. We will walk through the full lifecycle from work order creation to resolution, share best practices for implementation, and highlight how Copilot fits into the bigger picture of modern service operations. If you want to stay ahead of the curve and deliver exceptional service with AI, this course is your roadmap.

Trendspotting: AI + Dynamics 365 Field Service = Future-Proofed Ops

In a world where service operations are expected to be faster, smarter, and more predictive than ever, AI is no longer a buzzword—it’s the wrench in the technician’s toolkit. This session explores how AI is reshaping Dynamics 365 Field Service, from intelligent scheduling and predictive maintenance to real-time insights and automated diagnostics.
We’ll dive into the trends driving this transformation, including:

The rise of predictive service models powered by machine learning
Copilot’s role in streamlining technician workflows and reducing downtime
The shift toward proactive customer engagement using AI-driven insights
How IoT and AI are teaming up to detect issues before they become problems
The growing demand for AI literacy among field service professionals

Whether you're a decision maker looking to future-proof your operations or a tech-savvy super user ready to level up your service game, this session will deliver insights, laughs, and a few “aha!” moments.

AI Innovations in Dynamics Field Service: Boost Efficiency, Proactive Maintenance

Artificial Intelligence (AI) is shaking up the world of field service management, bringing a wave of innovation and efficiency. In this expert panel session, industry leaders and partners will dive into the latest AI advancements within Dynamics Field Service. Get ready to discover how AI can turbocharge your operations, predict maintenance needs before they become issues, and take customer satisfaction to soaring new heights. We'll share captivating real-world examples and success stories from various partners, showcasing the practical magic of AI in transforming field service management.

North American Community Summit

Why is scheduling so Hard? Advanced Scheduling & Resource Optimization in Dynamics 365

The key to maximizing service efficiency, reducing costs, and ensuring customer satisfaction lies in effective scheduling and resource optimization. In this session, we'll dive into the cool world of advanced scheduling techniques within Dynamics 365 Field Service Dynamics CE's Universal Resource Scheduling, and Resource Scheduling Optimization, and Copilot Scheduling. We will be including AI-driven scheduling, resource balancing, and travel time minimization. We will spill the beans on how to leverage resource optimization algorithms, predictive analytics, and automation to supercharge service delivery and boost those all-important first-time fix rates. Get ready to uncover the best practices for tackling complex scheduling scenarios and making the most out of your resources for peak performance.
Join us on a journey to master advanced scheduling and resource optimization techniques within Dynamics 365 Field Service. We'll equip you with the knowledge and practical insights needed to harness AI-driven scheduling, resource balancing, and travel time minimization to supercharge service efficiency and customer satisfaction. Through expert discussions, real-world examples, and inspiring success stories, you'll gain actionable strategies to implement advanced scheduling and resource optimization solutions in your field service management practice

North American Community Summit