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Ignite 2023: Microsoft aims for technician, manager productivity gains with AI in Dynamics 365 Field Service

by Jason Gumpert

View all of our Ignite 2023 coverage

A preview of Copilot in Microsoft Dynamics 365 Field Service will aim to improve productivity for both technicians and managers, the company announced at Ignite 2023.

Due in December 2023, the preview will allow frontline workers to “simply state what they need” to get the right information from either D365 Field Service app in Teams, according to a Microsoft announcement. The field service Teams app will be reaching general availability in December.

Some of the specific ways the Copilot capabilities for frontline workers will include:

  • Get summaries of key points in a work order
  • Make progress updates by speaking to Copilot and describing the work they did
  • Get suggestions to check off service tasks
  • Add notes and update product quantities and status

Managers using Field Service will get Copilot capabilities in the Field Service Outlook add-in, according to Microsoft. They will be able to:

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About Jason Gumpert

As the editor of, Jason oversees all editorial content on the site and at our events, as well as providing site management and strategy. He can be reached at

Prior to co-founding, Jason was a Principal Software Consultant at Parametric Technology Corporation (PTC), where he implemented solutions, trained customers, managed software development, and spent some time in the pre-sales engineering organization. He has also held consulting positions at CSC Consulting and Monitor Group.

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