The Field Service mobile app

The Field Service mobile app is where technicians actually do their work — the customer-facing screen of the entire Dynamics 365 Field Service investment. It runs on iOS and Android, online and offline, and is the productivity-or-bust component of any FSM implementation.

Day plan. A technician's home screen is their schedule for the day: bookings in time order, each linked to a work order with customer location, contact details, equipment, parts requirements, and skill match. Tap a booking and the app navigates them through the work.

Offline. Field Service must work offline; technicians regularly visit sites with no signal. The app maintains a local copy of the assigned work orders, customer history, knowledge articles, and parts inventory. Edits made offline queue and sync when connectivity returns. Conflict resolution is built around last-writer-wins with surfacing of differences.

Navigation. The app integrates with the device's mapping system — Apple Maps on iOS, Google Maps on Android — for turn-by-turn navigation from one booking to the next. ETA is computed and pushed back to the customer as an arrival window.

Customer history and assets. Tapping the customer or asset surfaces full history — past work, recurring faults, warranty status, contract entitlements. For complex equipment, the asset hierarchy (parent equipment with child sub-assemblies) is browsable inline.

Time and inspections. Travel time, work time, and break time are captured with start/stop buttons. Inspection forms — configurable structured checklists with required fields, photos, and conditional branches — are completed on site and saved to the work order. Inspections are first-class objects with reportable data.

Parts inventory. Each technician carries a truck stock location. Parts consumed on a job decrement the truck balance; replenishment requests can be created on the spot. Non-stocked parts can be ordered to the customer site.

Customer signature and payment. At job close, the customer signs on screen (capture saved as image to the work order), receives an emailed PDF, and — in supported configurations — can pay invoice from the same flow.

Photos and attachments. Photos taken in the app upload directly to the work order, including before/after evidence and damage records.

Copilot. A field copilot answers questions about the work order ("what was the customer's last fault?"), summarises the previous visit, drafts the resolution notes, and suggests next steps based on knowledge articles.

Practical wins. Done well, the mobile app drops average job time and dramatically improves first-time-fix rates. Done badly (no offline, slow, hard to log time), technicians shadow-log on paper and the data dies.