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