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.
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.
Enter the Display Name, Plural Name and Primary Field Name information.
Please check to enable Notes and Attachments.
Click on More settings to fill in Description, Table type, collaboration and Create and Update Settings.
Description : We can fill in the description about this table.
Table Type : We can choose to create the table as Activity table or Standard table.
Ownership : Ownership of the table can be at User/Teams level or Organization level.
Collaboration : We can enable Activities, feedback,Connections,Send Email, Enable SharePoint Document management setting, enable auto create teams option and queues for a table. Please note once queues are enabled , it cant be disabled.
Create and Update Settings : Enable Quick create forms, Duplicate Detection and change tracking settings for a table
Offline : Enable for Mobile phone and Dynamics 365 for outlook capabilities
Click on Create and the table gets created successfully.
Please go through my post on Enable Omni Channel for customer service. To set up WhatsApp Channel, logon to Omnichannel Admin Center App as a Omni Channel Admin. Navigate to Channels and choose WhatsApp.
Choose the provider – TeleSign or Twilio where you have activated the Phone Number to receive WhatsApp Chat. In this post I will demonstrate with Twilio account.
Login to Twilio Account and copy the Account ID and Token.
Copy the Account SID and Auth Token from the Twilio Account. Update the Provider information in Omnichannel App and click on next.
Add WhatsApp Numbers to this account to send messages.
Copy the callback URL from next step and update in the Twilio Account.
Return to Omni channel Admin center App and create a work stream for WhatsApp Channel.
Set up WhatsApp Channel within Workstream.
Choose the WhatsApp number configured from Twilio Account.
Set the Channel Operating hours in Behavior screen.
Set up the user behaviors.
Set up Routing Rule:
Review the Work Distribution setting. Enable Push Notification to yes and set the Agent capacity unit. Configure Skillset for Agent if we need to route the WhatsApp message based on Agent skill set.
Create a simple Rule Set and route the WhatsApp to right Queue.
Copy the Callback URL from Omnichannel App to Twilio Account.
Now test the connection by sending test messages to the Agent Mobile No configured in WhatsApp Workstream.
Navigate to Settings->Org Settings->Services->Dynamics 365 Customer Voice
Click on Add Domain ->Enter the Domain name and click on next
Make Sure you enter a valid domain name without any https:// or www:// prefix.
Click on next once entering the domain.
System displays CName, CName and TXT values. These values need to copied in DNS records of the domain.( NOTE: In my case domain is purchased from godaddy and I need to add the DNS records in GoDaddy site.
The name values entered in DNS Records in GoDaddy should not have the domain suffix for names. The value in DNS should be fpeurkey1_domainkey and fpeurkey2_domainkey instead of fpeurkey1_domainkey.devisdemo.com and fpeurkey2_domainkey.devisdemo.com
Once the values are added in DNS Records, in portal.office.com screen click on Verify.
The records will be verified successfully and we need to enter the email address in the custom domain.
Once the domain is successfully verified, add the Distribution members email address in the below screen. These email ids associated here should have a valid mailbox configured for their ids.
The Approved User should be a global admin or Customer Voice licensed User.