Dynamics 365 Field Service : Configure incident types and suggestions

In Dynamics 365 Field Service, efficiently managing work orders begins with setting up well-defined incident types and intelligent suggestions. These features help technicians and dispatchers quickly select the right tasks, services, and products required for a job—saving time and improving service consistency.
What is an Incident Type?
An Incident Type is a predefined template that represents a common service issue or job scenario. It bundles together the services, tasks, and products usually required to resolve a specific problem.
Example:
An HVAC repair company might have an incident type called “AC Unit Inspection” that includes:
- Service Task: Inspect filters
- Product: Replace air filters
- Estimated Duration: 1 hour
By selecting this incident type on a work order, all necessary items are auto-filled, reducing manual effort.
What are Incident Type Suggestions?
Incident Type Suggestions are intelligent recommendations made by the system based on keywords, issue descriptions, or past service history. When a dispatcher or CSR enters a work order description, the system can suggest the most likely incident type.
Benefits:
- Speeds up work order creation
- Increases accuracy and consistency
- Reduces training needs for new dispatchers
How to Configure Incident Types
1. Go to Field Service > Settings > Incident Types.
2. Click + New.
3. Enter:
- Title (e.g., “Water Heater Leak”)
- Estimated Duration
4. Add Service Tasks:
- Name and description (e.g., "Check pressure valve")
5. Add Products and Services:
- What parts or labor are typically needed
6. Save and publish the incident type.
How to Enable Suggestions
- Enable Copilot/AI Suggestions in Field Service Settings (optional but recommended).
- In the Work Order form, start typing an issue in the Description.
- The system uses context and keywords to recommend a matching incident type.
Why It Matters
- By configuring incident types and enabling suggestions:
- Technicians arrive prepared with the right tools and parts
- Work order creation becomes faster and more accurate
- You build consistency in how services are delivered
Want to see it in action? Check out this detailed walkthrough:
🔗 Read the full guide on PowerAppBuilder
Published on:
Learn moreRelated posts
Unlocking Scheduling Efficiency: A Deep Dive into Schedule Board & Schedule Assistant in Dynamics 365 Field Service
In today’s fast-paced service industry, scheduling the right technician at the right time is key to providing excellent customer service and m...
Study Guide for Exam MB-240: Microsoft Dynamics 365 Field Service Functional Consultant
Microsoft Dynamics 365 Field Service Functional Consultant (MB 240) Skills at a glanceConfigure field service applications (20–25%)Manage...
Dynamics 365 Field Service : Embed apps in Field Service
In today’s fast-paced field service environments, technicians and back-office staff need highly tailored tools to perform their work efficient...
Dynamics 365 Field Service
Dynamics 365 Field Service : Use Power Automate cloud flows to automate tasks and enhance Field Service
The field service landscape is evolving fast. Customers demand quicker responses, technicians need seamless access to information, and busines...
Dynamics 365 Field Service : Create task-specific canvas apps and custom pages
Field technicians are the backbone of any service-centric organization. But their success depends on having the right tools at their fingertip...
Dynamics 365 Field Service : Configure navigation
Ensuring users can quickly and easily access the features they need is key to adoption and productivity. Dynamics 365 Field Service supports m...
Dynamics 365 Field Service : Create and configure views
Views in Dynamics 365 Field Service are more than just lists—they are a powerful way to filter, sort, and present data that matters most to fi...
Dynamics 365 Field Service : Create and configure forms
Creating intuitive, user-friendly forms is at the heart of a successful Dynamics 365 Field Service deployment. Forms are how your technicians,...
Dynamics 365 Field Service : Finalize returns
In any field service organization, managing parts and products effectively is crucial for operational excellence. One of the key scenarios in ...