Dynamics 365 Field Service with Remote Assistance

In this blog, I will describe easy steps on how to achieve Remote Assist Collaboration with Dynamics 365 Field Service module.

Introduction:

• 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.

Pre-Requisite:

• 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:

Device	OS Requirement	Details
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.	List of AR-supported devices on Android and iOS.   https://developers.google.com/ar/discover/supported-devices To access Remote Assist from devices that does not support AR   Steps: https://docs.microsoft.com/en-us/dynamics365/mixed-reality/remote-assist/mobile-app/using-devices-without-ar

Device options and requirements for a remote collaborator using Teams:

Device	OS Requirements	Details
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

Network requirements:

• 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.