Dispatch runs on memory
Scheduling depends on one person's knowledge of who is free, not a system anyone else can run.
Field operations
Connect the work order, the technician and the business behind the visit.
When dispatch, field work, equipment, parts and billing live in separate systems, Kritical maps the end-to-end process and scopes Dynamics 365 Field Service with the integrations and operating ownership it needs to run clearly.
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What Microsoft says Field Service does, and what it leaves to you.
Microsoft positions Dynamics 365 Field Service around modernising dispatch and the technician workforce: AI-assisted scheduling that fills the calendar efficiently, Copilot support for building and updating work orders, a self-service portal so customers can see status without calling, a mobile app built for use on site, and IoT or remote-assistance features for equipment-heavy work. None of that tells you who owns the part number when three systems disagree, or what a technician must record before a job counts as finished. That is the operating model Kritical builds around the application.
Three situations we usually start from.
Parts and inventory do not match
A technician arrives without the part, or the system says it exists somewhere it does not.
Connectivity is not guaranteed
Technicians work in basements, regional sites or vehicles where the app has to work offline first.
Connect field work to customer service, stock and finance.
The solution can connect Dynamics 365 Sales or Customer Service, inventory and purchasing, projects, billing, identity, maps or specialist line-of-business systems. The design records which platform creates each transaction and how failures are found and reconciled.
What sets this proposal apart.
- Continuity planned around your account We aim to provide continuity through a consistent lead or delivery group where the agreed scope and service model support it. Your proposal sets out the contact model, cover and handover arrangements that apply.
- A written quote We review the supplied information, then confirm the scope, written price and expected timing.
- We price the implementation, not just the licence Mobile, offline behaviour, asset data and integrations are the real cost. We scope and price that work directly, in writing.
- Mobile and AI scheduling explained in plain words Your operations lead gets a working understanding of what the technology changes on the ground.
What happens after you send us the process.
First call
Map one ordinary job and one difficult exception — a missed appointment, an unavailable part or a device with no signal.
The agreed first phase
A scoped discovery produces a work-order lifecycle, an asset and inventory model, and a written price for build and rollout.
Review Microsoft's Field Service capabilities.
Use the product documentation as a capability reference, then scope the field journey, records and responsibilities your organisation needs.
Dynamics 365 Field Service overview (opens in a new tab)
Explore work orders, scheduling, mobile, assets and connected field-service processes.
Questions before you enquire
Can technicians work with intermittent connectivity?
Offline and mobile requirements are tested against the selected application, data and device configuration. The scope identifies what must stay available and how synchronisation is handled.
Can Field Service connect to inventory and finance?
Yes, where the required records and transactions are agreed. The integration design identifies ownership, mappings, timing, failures and reconciliation.
Do you provide the field workforce?
No. This service scopes and coordinates the technology and operating process. Your organisation or service provider remains responsible for the field workforce and any regulated trade work.
Why is there no price shown on this page?
Work-order volume, mobile and offline requirements, asset data and integrations change the implementation cost too much for one number. You get a scoped, written quote instead.
What should we bring to the first call?
Representative work orders, field roles, asset records, current scheduling method, connectivity constraints and the exception scenarios that cause the most trouble.
Can Field Service replace our current scheduling tool entirely?
Sometimes, and sometimes it should sit alongside a specialist scheduling engine your industry already relies on. We assess the current tool's fit before recommending a replacement rather than assuming one.
How is the mobile app rolled out to technicians?
A pilot group tests the device, connectivity and offline behaviour first, with feedback fed back into configuration before the wider rollout. Technicians are trained on the actual workflow.
Related services
Dynamics 365
Dynamics 365 is a family of separate applications under one brand, including Sales, Customer Service, Field Service, Project Operations, Finance, Supply Chain Management and Commerce.
Dynamics 365 Customer Service
When requests arrive through different channels and context is fragmented across tools, Kritical maps the service process end to end and scopes Dynamics 365 Customer Service around cases, routing, knowledge and the service levels your team can keep.
Business Central
If finance, purchasing or inventory work is split across Business Central, spreadsheets and a handful of other systems that don't talk to each other, Kritical turns that mess into one tested configuration — with clear data, clear integration and a clear handover so you know who owns what once it's live.
Application integration
When records are duplicated, delayed or stuck between systems, Kritical builds integrations around clear ownership and recovery, so the business process completes instead of needing a person to reconcile it by hand every week.
Let’s define the next step.
Tell us what you want to achieve, what you have today and when it matters.