Business value
Subcontractors commonly communicate completion through an emailed service report or a message describing the work performed. Dispatchers then have to find the correct assignment, interpret the report, update the booking and work order, and copy important closeout details into Field Service. This manual process delays operational visibility, creates inconsistent service history, and can leave completed bookings or work orders open.
Service teams can setup an agent to process subcontractor service reports to prepare a coordinated booking and work-order closeout. This supports faster reconciliation of external work and helps keep scheduling status, operational records, and service history consistent.
Feature detail
An agent in Dynamics 365 Field Service processes supported emails and service reports, identifies the applicable Field Service work order and active booking, and prepares a coordinated closeout proposal.
The proposal can include supported booking and work-order status changes together with completion details extracted from the submission, such as the completion summary, work performed, notes, recommendations, requirements, requested follow-up, actual completion information, and supported labor-duration values.
An internal dispatcher or service coordinator reviews the source submission and the proposed values, corrects or selects the supported changes as allowed, and applies them to Field Service. Coordinating the booking and work-order changes keeps scheduling records, operational status, and service history aligned.
If the sender is not authorized, the work cannot be matched confidently, multiple bookings could apply, required information is missing, or the message contains no actionable closeout information, the submission is routed for human resolution rather than being silently applied.
This feature closes out existing supported bookings and work orders. It does not create new follow-up work, process payroll or invoices, or automatically create parts and product-consumption records unless those capabilities are delivered separately.
GA date: February CY2027
Preview date: October CY2026