Service · 
Dynamics 365 Field Service
More jobs done right the first time with the crews you already have
Ludia Consulting’s senior consultants help contractors, dealers, and energy-services firms get the right technician to the right job with the right part the first time. We connect field service to the call center, the parts counter, and the invoice. Your people run it after we step back. Senior solution architects scope the work and stay through go-live.
Microsoft FastTrack Recognized Solution ArchitectsSeveral on staff at any time, working hand in hand with Microsoft FastTrackYour dispatchers know things your system doesn’t
Until the schedule reflects what dispatchers know, they’ll keep running the day from a whiteboard.
That gap shows up everywhere else. Technicians arrive without the right part and roll a second truck. Time tickets come in late, so WIP sits unbilled at month-end.
Most field service programs stall at the dispatch desk, right after launch, when the proposed schedule doesn’t match the one the dispatcher trusts. We solve that design and adoption problem first.
Field service is where every handoff shows up
A technician on site inherits every handoff before the visit. We connect Field Service to the links around it, so the job starts complete and ends billed.
- 1 · Customer service
Customer Service (opens Microsoft’s site)
Contact Center (opens Microsoft’s site)Jobs arrive with the fault and the asset
The call center captures the serial number and the fault, so dispatch doesn’t call the customer back.
Agents at work: reps hand case setup and intent to the Case Management and Customer Intent agents (generally available), then confirm the visit with the customer.
- 2 · Field serviceField Service (opens Microsoft’s site)
The right technician on the right job, the first time
Dispatchers schedule by skill, territory, and parts on hand, and own the rules behind the board.
Agents at work: dispatchers review schedules drafted by the Scheduling Operations Agent (preview, not for production use yet) and keep the final call.
- 3 · Installation and projects
Project Operations (opens Microsoft’s site)Installations delivered on schedule and on budget
New installs, retrofits, and projects planned, staffed, and costed, then handed to service when they’re done.
Agents at work: the Time Entry, Expense, and Approvals agents help project managers close the week (preview).
- 4 · MobilityField Service (opens Microsoft’s site)
Power Apps (opens Microsoft’s site)The technician arrives with the history and the answer
The work order on the tablet carries the asset history and the checklist, and it works offline.
Agents at work: technicians ask knowledge agents built in
Copilot Studio for likely causes and parts, and keep the repair and safety calls. - 5 · Supply chain
Supply Chain Management (opens Microsoft’s site)The part is on the truck before the job
Parts are reserved against the work order before the technician leaves the yard.
Agents at work: buyers let the Procurement Agent (preview) chase late supplier orders, then decide what to expedite.
- 6 · Finance
Finance (opens Microsoft’s site)Billed when the technician closes the job
Hours and parts on the work order flow to the invoice, so WIP doesn’t wait for month-end.
Agents at work: controllers use the Finance Agent for reconciliation and collections follow-up, and sign off themselves.
Across every link
Agents handle the lookups and follow-ups between people; dispatchers and technicians make the calls. See the connected Service Operation →
Underneath it all
Azure (opens Microsoft’s site)
Microsoft Foundry (opens Microsoft’s site)
Dataverse (opens Microsoft’s site)
Microsoft Azure is the secure cloud every link runs on: identity, integration with the systems you keep, and the data that ties them together. In Microsoft Foundry we build, test, and govern the custom AI agents and models your operation needs beyond the ones inside Dynamics 365. They work from your own data and are evaluated before they touch the work. How we build AI →
What changes for your CEO, CFO, and COO
For the CEO
Service that grows without adding overhead
Add a territory, a service line, or an acquired crew on the same design. Your team makes the change, and customers don’t feel it.
For the CFO
Work billed sooner, on numbers finance trusts
Time and parts land on the job, so WIP gets billed and month-end closes on numbers finance and the field agree on. Each phase has an agreed scope and cost before it starts.
For the COO or VP of service
More first-time fixes from the same crews
The right technician, with the right part and the right answer, reaches the job once. Fewer second truck rolls, and dispatchers who trust the board.
Ludia’s senior team knows dispatch from first meeting to results
The right people
Senior consultants who stay
US-based consultants who have run dispatch rollouts before. The person on your first call is there when the new way of working goes live.
The right knowledge
Dispatch know-how, and where Microsoft is heading
Skills, territories, parts, and time entry, plus how Field Service connects to Finance and Project Operations as Microsoft changes it.
The right tools
Proven methods, one crew at a time
Microsoft’s Success by Design practices, our delivery method, and ready-made starting points for scheduling rules and mobile flows.
The right outcome
A team that runs it, and is glad it did
We measure ourselves by your satisfaction and by adoption at the dispatch desk. At every go-live we track adoption and training completion, and we ask users how the training worked for them.
From the first conversation to results, in six steps
Plan the phases with the people who run the work
Our senior architects sit with dispatch, service, and finance and agree a phased plan on Microsoft’s Success by Design practices: what comes first, what each phase costs, and how it will be measured.
Design with the dispatchers
Scheduling rules, mobile flows, and systems of record, designed with your dispatchers in the room.
Build in short sprints you can see
Setup, connections to your other systems, and data moves, with a working demo at the end of each sprint.
Start with one branch, then roll out in waves
A pilot branch or crew first, then waves. Dispatchers and technicians train on their own work orders.
Your team learns to run it
Your admins build alongside our consultants. Design decisions are documented with the reasons behind them.
Keep it running at a predictable cost
Managed support from the people who built it, with agreed response times and a monthly look at Microsoft’s changes.
Agility and enablement
You should be able to change how the field runs without calling us.
A new territory, a new service line, a new work order type: your team should make these changes itself, without a new statement of work. We build for that from the first sprint.
Your admins pair with our consultants on real changes. Every scheduling rule and design choice is written down with its reason. At launch, your dispatch lead owns the board and has a runbook for changing it.
How we work →
What working with us feels like
The senior person who plans it stays until it runs.
Same people, same time zone, from the first design session to support. When a design choice will cost you later, we say so before it becomes a change order.
How we work →
The right tools
The dispatcher keeps the call, whatever drafts the schedule.
AI is one of the tools we use. Before anyone licenses an agent, we map which work a workflow handles, where an agent can draft, and which decisions stay with the dispatcher and the technician.
The Scheduling Operations Agent is a good example. It proposes schedules for a dispatcher to approve, but it’s in preview and Microsoft says it isn’t for production use yet. It also needs clean skills, territories, and scheduling rules, which is the groundwork we’d do first anyway.
How Helios 2 maps the work →Built on Microsoft Dynamics 365
The Microsoft products behind each part of your Service Operation. Each one links to Microsoft’s own page.
Microsoft Dynamics 365 Field ServiceWork orders, scheduling, and the technician’s mobile app, from dispatch to completion.on microsoft.com (opens Microsoft’s site)Microsoft Power AppsFocused mobile and desktop apps for the jobs the standard apps don’t cover.on microsoft.com (opens Microsoft’s site)Microsoft Dynamics 365 Project OperationsInstallations and projects: quoting, staffing, time, cost, and project billing.on microsoft.com (opens Microsoft’s site)Microsoft Dynamics 365 Supply Chain ManagementParts, inventory, and procurement, planned from the service schedule.on microsoft.com (opens Microsoft’s site)Microsoft Dynamics 365 FinanceBilling, job cost, and the close, on the same numbers the field uses.on microsoft.com (opens Microsoft’s site)Microsoft Dynamics 365 Customer ServiceCases, knowledge, and service agreements, so every request reaches the right person.on microsoft.com (opens Microsoft’s site)Delivered the way Microsoft recommends, with FastTrack (opens Microsoft’s site) and Success by Design (opens Microsoft’s site).
For your IT team: what Microsoft is changing in Field Service, and the dates that matter
Microsoft is changing how Field Service connects to Finance. If you run the older integration, you have a deadline, and your CFO should see it in this year’s budget.
Connected workflows are live
Generally available, Sept 2026. Field Service, Project Operations, and Finance now share connected workflows from work order to invoice.
The older finance link retires in February 2027
The earlier Field Service to Finance and Supply Chain integration retires Feb 28, 2027. Plan the move now.
Projects meet the field
Generally available, July 2026. Work orders created from project tasks, with progress tracked from field execution.
Guides and Remote Assist end
Dynamics 365 Guides and Remote Assist reach end of support Dec 31, 2026. We don’t start new mixed-reality work.
No more release waves
Microsoft now ships changes continuously on the AI at Work roadmap. Your update practice has to keep pace.
Documented designs change faster
Continuous updates reward teams that know why each setting exists, so we document the architecture as we build.
Sources: Microsoft Dynamics 365 blog, Sept 23, 2026; Microsoft Learn, Field Service planned features; Microsoft Learn, Field Service integration with finance and operations; Microsoft Lifecycle, Guides and Remote Assist end of support; AI at Work roadmap. Status as of Sept 29, 2026.
Field Service results for our clients
Professional services
Service and finance on one plan
A 2,000-person MEP contractor moves service and finance forward on one plan
Energy and power
Field Service for 500+ technicians
A Southeast fueling-infrastructure services company connects the work of 500+ technicians to finance
Construction and facility services
Scheduling tuned to how dispatch works
A Pacific Northwest mechanical contractor tunes scheduling to how its dispatchers work
Field Service insights
Field Service
First-time fix is won at the dispatch desk
Why repeat truck rolls start with a schedule the dispatcher doesn’t trust, and what to do in the first three weeks.
Microsoft roadmap
Your field-to-finance connection has a February 2027 deadline. Put it in this year’s budget
What moves to the connected workflows, what to test, and when to start.
Enablement
The test comes after launch day. What it takes for your team to own Dynamics 365
Knowledge transfer, admin readiness, and the decisions to document before the consultants leave.
Questions buyers ask us
How long does a Dynamics 365 Field Service implementation take?
We deliver in phases, starting with one branch or crew, then rolling out in waves. The biggest variable is dispatch process design, not configuration, so we agree the plan for each phase with you when we scope it.
What does it cost, and what will it return?
It depends on how many dispatch processes you run, how many systems Field Service must talk to, and the state of your customer and asset data. Our senior architects scope each phase before it starts, and agree its cost and the results it should deliver with you up front. Every decision is documented, and the plan is yours.
Will our team be able to run Field Service without you?
Yes, and we plan for it from week one. Your admins pair with our consultants, every design decision is documented with its reason, and your dispatch lead owns the board at go-live. Managed support is there if you want it; your team won’t need it to run Field Service.
We use the older Field Service to Finance and Supply Chain integration. What now?
Plan your move to the connected Field Service, Project Operations, and Finance workflows before Feb 28, 2027, when the older integration retires. Start with an inventory of what the old integration does for you today. Then test the new workflows against your real work orders, costs, and invoices.
Are we eligible for Microsoft FastTrack?
Microsoft decides FastTrack eligibility, mainly on your license volume, and we check with your Microsoft account team in the first week. Either way, we run the project on Microsoft’s Success by Design practices. A Microsoft FastTrack Recognized Solution Architect for Dynamics 365 is on our team.