Summarize records with Copilot in Field Service
A lot of information is captured over the course of a work order. In Microsoft Dynamics 365, you can use Microsoft Copilot to provide a summary of a record and its related data. These summaries help service managers, dispatchers, and frontline workers quickly understand the context and the next steps. The recap summarizes the record's history, future actions, arrival times, work criticality, required parts, and other contextual information.
Important
The system doesn’t save the content of a summary. It's only available to the user who generated it. Users must generate their own summaries, and the content is based on their permissions. Summaries that Copilot provides are based on a list of fields that Microsoft maintains. The default summary includes the following data fields from work orders and related records:
- Booking information
- Activity details
- Notes from the work order and bookings
- Work order product details
- Work order service details
- Work order service tasks
- Asset information and work order history
The summary focuses on the most relevant information based on the work order's life cycle stage.
- Unscheduled- Information that's relevant to scheduling the work order, such as requirements.
- Scheduled- Information that's relevant to planning, arrival at the work order site, and understanding the issue, such as asset information and the asset's work order history.
- In Progress- Information that's relevant to completing the work order and the current state of work, such as asset information and the asset's work order history.
- Completed, Posted, and Canceled- The core information in all summaries includes a recap of costs and prices, and for completed and posted work orders, invoice details.
Work order summary configuration
Copilot in Microsoft Dynamics 365 Field Service provides predefined summaries that are optimized for specific tables. With summary configuration, administrators can replace the default summaries by configuring their own to tailor to their business needs.
To configure summaries, in the Field Service app, go to Copilot settings > Summary Configuration. The first time that you access summary configuration, you need to select Configure default summaries. Currently, you can configure two out-of-the-box tables: work orders and bookable resource bookings. You need to configure the summary for the bookable resource booking and work order tables separately.
Select the table that you want to configure and select the Configure summary setting.
You can add, remove, and change the data columns that Copilot uses to generate the summary. Under Table name, open the dropdown menu to search for or select the table by going through relationships. After you choose a table, the columns of the table are available under Column name. In the Sample summary section, you can test this configuration by using a row from the Dataverse table and then preview the summary that Copilot generates based on real data.
Generate a summary in the web app
After you set up and configure the work order, summaries are available on the work order form or on a booking record. In the record, you can view the summary, or you can generate a summary by selecting Generate in the Copilot control. If needed, you can refresh a summary by selecting Regenerate in the Copilot control.
Add the summary control to a form
Out-of-the-box, the work order summary is included on the work order form. If needed, you can add the control to a custom work order form or booking form on a web app or a mobile app. To do so, go to Microsoft Power Apps maker portal. For step-by-step instructions, see Configure the summary.
Activate summaries on mobile for Unified Interface
After configuring the summary control, you need to activate it. By default, this control is already activated for the web app; however, an admin must activate it for the mobile app.
- In the Field Service Mobile app module, change to the Settings area and then go to the Features page.
- In the Preview section, turn on Copilot Recap for Mobile (Unified Interface).
Turn on summaries
When you turn on the new mobile experience, you can turn on the Copilot-based summary from the Field Service Mobile app settings. After you turn on the summary, the summary and work order update features are available from the agenda view of the new experience. Users can access Copilot by swiping on a booking or from the action menu that's associated with a booking.
Send feedback
Use the like/dislike buttons in the Copilot control to provide feedback and optionally, offer more context about your preferences. Your feedback helps Microsoft understand if the summary is useful or not and why.