Empowering the Perth Panthers with Dynamics 365 Field Service: 2024 Wave Release 2
Managing the operations of the Perth Panthers—from their home arena, the Enclosure, to their practice rinks—requires advanced tools to streamline workflows, boost productivity, and optimise scheduling. Microsoft’s 2024 Wave Release of Dynamics 365 Field Service delivers eight innovative features designed to transform field service management.
This blog explores these features, their value to the Panthers, practical use cases, and actionable implementation steps to maximise impact.
1. Use Remote Assist Mixed Reality Annotations in Microsoft Teams
Value to the Panthers
Dispatchers and managers use Copilot’s guided prompts to quickly retrieve key data, streamlining decision-making and saving time.
Feature Details
- Guided Prompts: Queries like “Which tasks are overdue?” simplify data retrieval.
- Natural Language Summaries: Easy-to-understand insights.
- Embedded Side Pane: Always accessible within the web app.
Use Cases
- Daily Priorities: Dispatchers query, “What high-priority tasks are scheduled today?”
- Tracking Overdue Repairs: Copilot highlights delayed HVAC maintenance.
- Trend Analysis: Identifying recurring issues for long-term planning.
How to Implement
- Enable Copilot.
- Train Staff in Query Design.
- Maintain Complete Work Order Data.
2. View Mobile Offline Sync Data with Application Insights
Value to the Panthers
When connectivity is limited, Application Insights ensures data syncing remains reliable, enabling seamless updates for technicians.
Feature Details
- Performance Metrics: Track sync durations and success rates.
- Error Insights: Diagnose sync issues quickly.
- Device Analytics: Monitor performance across devices.
Use Cases
- Resolving Sync Errors: Diagnosing an outdated app version that caused a failed sync.
- Optimising Profiles: Reducing payload sizes to improve offline performance.
- Tracking Devices: Identifying poorly performing devices to ensure smooth operations.
How to Implement
- Activate Application Insights.
- Set Up Performance Dashboards.
- Regularly Optimise Offline Profiles.
3. Enhance Copilot Experiences in the Web App
Value to the Panthers
Dispatchers and managers use Copilot’s guided prompts to quickly retrieve key data, streamlining decision-making and saving time.
Feature Details
- Guided Prompts: Queries like “Which tasks are overdue?” simplify data retrieval.
- Natural Language Summaries: Easy-to-understand insights.
- Embedded Side Pane: Always accessible within the web app.
Use Cases
- Daily Priorities: Dispatchers query, “What high-priority tasks are scheduled today?”
- Tracking Overdue Repairs: Copilot highlights delayed HVAC maintenance.
- Trend Analysis: Identifying recurring issues for long-term planning.
How to Implement
- Enable Copilot.
- Train Staff in Query Design.
- Maintain Complete Work Order Data.
4. Configure Copilot Summaries in Field Service
Value to the Panthers
Tailored summaries ensure technicians receive relevant details like job priorities, parts required, and estimated durations, improving task preparation.
Feature Details
- Customisable Summaries: Define which tables and fields to include.
- Preview Capability: Validate configurations before deploying.
- Natural Language Delivery: Simplified summaries for quick understanding.
Use Cases
- Pre-Game Repairs: Summaries specify location (Enclosure), parts (3 wires, 1 compressor), and urgency (high priority).
- Routine Checks: Past maintenance notes ensure technicians complete Zamboni servicing efficiently.
- Emergency Repairs: Copilot outlines likely causes for digital screen malfunctions.
How to Implement
- Define Fields for Inclusion.
- Test Summaries Using Real Data.
- Deploy and Train Staff.
5. Summarise Work Orders with Copilot in the Mobile App
Value to the Panthers
Mobile summaries give technicians on-the-go access to work order details, eliminating the need to sift through multiple screens.
Feature Details
- Quick Summaries: Highlights job notes, diagnostics, lifecycle events, and recommendations.
- Integrated Experience: Unified with the mobile app’s updated user interface.
Use Cases
- Zamboni Maintenance: Summaries highlight past blade issues, streamlining current checks.
- Lighting Troubleshooting: A quick summary points to faulty wiring as the likely issue.
- Ice Plant Diagnostics: Summaries provide coolant data flagged during prior inspections.
How to Implement
- Update Field Service Mobile App.
- Train Technicians to Use Summaries.
- Ensure Work Order Completeness.
6. Get Assistance with AI-Powered Work Order Recaps
Value to the Panthers
AI-driven recaps summarise completed tasks, saving managers time during reviews and improving operational transparency.
Feature Details
- Comprehensive Overviews: Notes, tasks, parts used, and completion times.
- On-Demand: Generate recaps instantly within the web app.
Use Cases
- Post-Game Reviews: Recaps summarise tasks like scoreboard calibration and HVAC maintenance.
- Stakeholder Reporting: Share concise updates with venue stakeholders.
- Issue Identification: Managers use recaps to spot recurring maintenance challenges.
How to Implement
- Activate Work Order Recaps.
- Train Managers to Request Recaps.
- Incorporate Recaps into Reporting Processes.
7. Improve Usability and Performance of the Schedule Board
Value to the Panthers
The updated Schedule Board modernises resource management, enabling faster scheduling and improved usability for dispatchers.
Feature Details
- Enhanced Interface: Transition to React improves responsiveness.
- New Features: Includes week numbers, tab reordering, and working-day selectors.
- Instant Updates: Real-time changes reflect immediately.
Use Cases
- Game-Day Scheduling: Quickly allocate Ice Crew resources to critical tasks.
- Weekly Maintenance: Use week numbers to plan long-term schedules.
- Emergency Repairs: Adjust schedules instantly to prioritise urgent tasks.
How to Implement
- Update to the Latest Dynamics 365 Version.
- Customise Features for Dispatchers.
- Train Teams on New Capabilities.
8. Summarise Work Orders with Copilot in Outlook
Value to the Panthers
By integrating Copilot into Outlook, managers can receive concise work order updates directly in their email client, improving communication and visibility.
Feature Details
- Email Summaries: Work order overviews delivered within Outlook.
- Integration with Dynamics 365: Directly connected to Field Service records.
Use Cases
- Daily Work Updates: Managers receive summaries of completed and pending tasks.
- Stakeholder Communication: Email summaries streamline updates to local councils.
- High-Priority Escalations: Summaries highlight overdue or urgent tasks.
How to Implement
- Enable Copilot in Outlook.
- Set Up Integration with Dynamics 365.
- Train Managers on Usage.
9. Feature Availability Table
| Feature | Enabled For | Availability |
|---|---|---|
| Remote Assist Mixed Reality Annotations | Users by admins, makers, or analysts | January 2025 |
| Mobile Offline Sync Insights | Users by admins, makers, or analysts | November 2024 |
| Enhanced Copilot in Web App | Admins, makers, marketers, or analysts | November 2024 |
| Configure Copilot Summaries | Users by admins, makers, or analysts | January 2025 |
| Summarize Work Orders in Mobile App | Users by admins, makers, or analysts | January 2025 |
| AI-Powered Work Order Recaps | Users by admins, makers, or analysts | January 2025 |
| Improved Schedule Board | Users, automatically | April 2025 |
| Summarize Work Orders in Outlook | Users by admins, makers, or analysts | December 2024 |
Conclusion
The 2024 Wave Release 2 of Dynamics 365 Field Service introduces groundbreaking features tailored to the Perth Panthers’ operational needs. From streamlining scheduling with the updated Schedule Board to providing actionable insights through Copilot-powered summaries and recaps, these tools transform field service management.
By adopting these innovations, the Panthers can ensure their arenas and rinks operate at peak performance, keeping fans and players happy and operations running smoothly.
Due to increasing requests about how Microsoft technologies can improve Field Service operations, we’ve developed a whitepaper to answer exactly that. Our whitepaper provides an in-depth exploration of the challenges and opportunities in modernising field service management through technology, highlighting the role of Microsoft solutions. To read our whitepaper, click here.