In this blog, I will describe easy steps on how to achieve Remote Assist Collaboration with Dynamics 365 Field Service module.
Dynamics 365 Field Service combines Internet of Things (IoT), mixed reality, computer vision, and intelligent automation features to help businesses automate remote fixes and troubleshooting.
Dynamics 365 Field Service combines with Dynamics 365 Remote Assist, a mixed reality-powered remote collaboration solution. When Remote Assist is paired with Microsoft HoloLens, it promotes higher first-fix rates by technicians. It does it by allowing HoloLens users to view work orders, call specific experts, and view information linked to works orders.
A Microsoft Azure tenant with a Dynamics 365 subscription.
Dynamics 365 Remote Assist subscription.
Admin access to add or update the Dynamics 365 tenant instance.
Dynamics 365 Field Service version 8.2 or later.(to include include the My Bookings for Today view. With in the Dynamics 365 Subscription.
Android Device – The deep link from Field Service Mobile to the Remote Assist mobile app is currently available on Android only. Technicians using iOS devices must manually open Remote Assist mobile.
Two user accounts – one for the technician (front-line/support worker) and another for the remote collaborator.
The remote collaborator only needs a Microsoft Teams license.
The technician user will need a Dynamics 365 Field Service license, a Microsoft Teams license, and a Dynamics 365 Remote Assist license. (Note: A Remote Assist license includes Teams.)
Remote Assist Collaboration:
Dynamics 365 Field Service with Remote Assist Integration will allow support workers using Remote Assist on HoloLens to see their Field Service bookings and quickly call the remote collaborator listed in the booking’s Support Contact field.
By integrating Field Service and Remote Assist, we can:
Launch Remote Assist mobile directly from a Field Service Mobile booking via deep links.
See relevant work order information.
Post the Remote Assist call information to the associated work order’s timeline.
Connected Field Service with Remote Assist:
Device options and requirements for a Remote Assist user:
Remote Assist on mobile devices
Dynamics 365 Remote Assist mobile is available on all devices, including Arora-enabled Android phones or tablets, ARKit-enabled iOS iPhones or iPads, and mobile devices without AR support.
Device options and requirements for a remote collaborator using Teams:
Teams application on Windows 10 PC
Any Windows 10 build.
A Windows 10 PC running the Teams PC application can collaborate with Remote Assist on HoloLens, HoloLens 2, or qualifying Android or iOS mobile devices. Reference: Links above
Teams application on mobile device
Any iOS or Android phone or tablet running Teams.
A phone or tablet running the Teams mobile application can collaborate with Remote Assist on HoloLens, HoloLens 2, or qualifying Android or iOS mobile devices. Reference: Links above
• The recommended bandwidth for Remote Assist is at least 1.5 Mbps. When using Remote Assist on mobile devices in low-bandwidth environments, you can operate at bandwidth levels between 150 kbps and 1.5 Mbps. For more information. Reference: see the low bandwidth documentation.
• When using Remote Assist on mobile or HoloLens, any non-audio or non-video network-related activities may impact call quality. Examples include the Teams user sharing a file or the Remote Assist HoloLens user taking a snapshot that is automatically uploaded to OneDrive. After these non-audio or non-video network-related activities are completed, outgoing call quality may take up to 15 seconds to recover. • Note: Though audio and video calls might be possible in environments with reduced bandwidth, you might experience feature degradation, limiting the user experience.
I am Devikumari Krishna, a Solution Architect with 18+ years of experience in various phases of software Development lifecycle. Proficient in analyzing and translating business requirements to technical requirements and architecture.
Being a Dynamics 365 and Power platform expert, I have experience in Sales, Customer Service, Field Service, Marketing, CRM Dynamic Portals, and CRM Integration with Azure, Power Automation Flow, and Data Verse.
In my Blog
I will target to give my learning and implementation experience as step by step instructions for others to follow.
I will make sure the information is crisp and useful for Dynamics 365 technologists.
I will target to cover Power Apps, Dynamics 365, Azure and Data Verse in my blog.
As we all know there are 3 different types of tables in Powerapps
Standard Tables – These are OOB tables included in Power platform for each environment. E.g., Business Units, Accounts, Contact. These tables can be customized. Custom tables imported as part of managed solution into specific environment are also Standard tables. These tables can be customized if the Customizable property is set to true.
Managed Tables – These are tables imported as part of managed solution into specific environment. These tables cannot be customized as their Customizable property is set to false.
Custom Tables – These are tables created in the environment directly with custom names. These tables can be customized further. Tables imported as part of unmanaged solution into specific environment are also custom tables. These tables can be customized if the Customizable property is set to true.
Customizing the tables depends on access privilege the user has on the respective table as well.
Table ownership is the ownership of records created under this table.
We have User or Team owned / Organization owned types which can be assigned for new tables while creation.
User or Team: Data belongs to a user or a team. Actions that can be performed on these rows can be controlled on a user level.
Organization: Data belongs to the organization. Access to the data is controlled at the organization level.
Additional table ownership,
None: System tables that don’t have any owner, e.g., Privilege table.
Business Unit. System tables are business owned. e.g., Business Unit, Calendar, Team, and Security Role tables.
These ownerships cannot be assigned by the user when creating new users.
How to assign table ownership?
Navigate to Table ->Properties->Advanced
Choose the Record ownership drop down as per the screen shot below:
When an agent logins to Omni-Channel for Customer service App he gets the below error and the agent status does not load.
There was a problem with your single sign-on account. Please sign out of all Microsoft Dynamics 365 apps and sign in again. If this continues, have your administrator contact Microsoft Support with client session ID.
In Azure AD, check if Security Defaults is turned on. If it is turned on, the agent should have the right authentication set up.
Set up right Authentication for Agent.
Alternatively switch off security defaults in Azure AD.