Dynamics 365 Field Service : Launch related apps, including Dynamics 365 Remote Assist and Guides

In the fast-evolving world of field service management, empowering technicians with real-time, context-aware tools is key to boosting efficiency, accuracy, and customer satisfaction. Microsoft Dynamics 365 Field Service, a comprehensive solution for managing work orders, scheduling, and on-site service delivery, goes beyond traditional service software by integrating powerful mixed reality (MR) tools like Dynamics 365 Remote Assist and Dynamics 365 Guides. 

In this article, let’s explore how these related apps are launched and used within Dynamics 365 Field Service to transform field operations.

 Why Launch Related Apps from Field Service?

Field service technicians often encounter complex or unfamiliar scenarios that require expert input or step-by-step instructions. Instead of halting operations or waiting for assistance:

• Remote Assist enables real-time video calling and annotation, connecting field workers to remote experts.
• Guides offers interactive, hands-free instructions overlaid on real-world equipment using HoloLens or mobile devices.
• By launching these apps directly from Dynamics 365 Field Service, organizations create a unified, intelligent ecosystem that minimizes downtime and enhances service quality.

Dynamics 365 Remote Assist – Expert Help at Your Fingertips

What is it?

Dynamics 365 Remote Assist is a mixed-reality collaboration tool that allows field technicians to video call remote experts via Microsoft Teams while sharing what they see using HoloLens, a mobile phone, or a tablet.

How to Launch from Field Service?

1. Work Order Integration

   When a technician opens a work order in the Field Service mobile app, they can access the “Remote Assist” button directly from the record. This context-aware link launches the Remote Assist app.

2. Single Sign-On and Deep Linking

   The Remote Assist app launches automatically signed in using the same credentials and opens with the work order or asset information in context, avoiding duplicate data entry.

3. Real-Time Collaboration

   Once connected, remote experts can see what the technician sees, annotate in real-time, and provide verbal guidance. They can even share documents, diagrams, and step-by-step procedures.

 Benefits

• Faster issue resolution with expert guidance
• Reduced repeat visits
• Improved first-time fix rate
• Better training and upskilling of junior staff

 Dynamics 365 Guides – Step-by-Step, Hands-Free Learning

What is it?

Dynamics 365 Guides is a mixed-reality training and assistance tool that overlays 3D instructions, videos, and text directly onto the equipment using Microsoft HoloLens or supported mobile devices.

How to Launch from Field Service?

1. Link to Asset or Task

Each work order or service task can include a link to a specific guide. The “Launch Guide” button opens the app and loads the relevant instructions for the technician.

2. Hands-Free Operation with HoloLens

Using voice commands or gestures, technicians can follow instructions while keeping their hands free to work on the equipment.

3. Data Sync with Field Service

Completion data or notes from Guides can be synced back into Dynamics 365 Field Service, maintaining a complete service history.

Benefits

•  Reduces training time and cost
•  Increases technician confidence and safety
•  Standardizes repair and maintenance procedures
•  Ideal for complex or regulated environments

Unified Experience: Bridging Apps with Context

• The real power lies in how these apps work together seamlessly within the Field Service ecosystem:
•  Launching Remote Assist or Guides from a specific asset or work order
•  Sharing device information, images, and technician location automatically
•  Returning data (like completion status, photos, annotations) back into Dynamics 365 CE

All of this enables a closed-loop system of field data capture, expert collaboration, and proactive service delivery.

Security and Compliance

Both apps adhere to Microsoft’s enterprise-grade security and compliance standards. Data is encrypted in transit and at rest. Integration with Azure Active Directory ensures role-based access and SSO.

Final Thoughts

Launching related apps like Remote Assist and Guides directly from Dynamics 365 Field Service transforms how field service is delivered. It bridges the physical and digital, human and machine, remote and on-site—bringing true connected field service to life.