Dynamics 365 for Field Service
Capavility for field-based service teams, leveraging tight integration between Dynamics 365 for Customer Service case management capabilities and field service work orders. Field service management,work-order management, schedule, dispatch, routing capabilities, repairs-and-returns management, inventory management. Also Social Engagement, Voice-of-the-Customer, Mobile Offline Sync, Gamification, and Microsoft PowerApps capabilities. https://www.microsoft.com/en-gb/dynamics365/field-service
- Work orders
- Schedule and dispatch capabilities
- Configure and view schedule board
- Service agreements
- Purchase orders
- Customer assets
- Inventory management
- Manage resource schedule optimisation
- Field Service mobile application
- Greater flexibility of appointments and resource scheduling
- Faster first time fix rates by using the right resources
- Simplified dispatching with map views and visualisation
- Real time customer information and insights
- Enables technicians to use barcodes, RFID and credit card readers
- Faster processing of word orders remotely including signature collections
- Enables remote monitoring and predictive maintenance
£16.51 per user
- Education pricing available
- Free trial available
Bechtle direct Ltd.
|Software add-on or extension||Yes, but can also be used as a standalone service|
|What software services is the service an extension to||Dynamics 365 Enterprise Plan 1, Dynamics 365 Enterprise Plan 2|
|Cloud deployment model||Public cloud|
|Service constraints||Full details of the Microsoft Dynamics 365 service can be found here - https://www.microsoft.com/en-gb/download/details.aspx?id=30185 and for Dynamics 365 Operations here https://docs.microsoft.com/en-us/dynamics365/#pivot=solutions&panel=solutions_operations|
|Email or online ticketing support||Email or online ticketing|
|Support response times||We provide email support with usual turnaround time of 8h.|
|User can manage status and priority of support tickets||No|
|Phone support availability||24 hours, 7 days a week|
|Web chat support||No|
|Onsite support||Yes, at extra cost|
Technical support options come in various costs and benefits, depending on the needs of the customer. Further details regarding the support plans can be found here - http://www.microsoft.com/en-us/dynamics365/support
Also Premier Support is available at further cost. https://www.microsoft.com/en-us/microsoftservices/support.aspx
|Support available to third parties||No|
Onboarding and offboarding
Microsoft Dynamics 365 makes available comprehensive guidance, help, training and troubleshooting materials as part of the Microsoft Dynamics 365 Service. Within the Administration Portal, there are links to many of the resources available, including:
Help articles for users and administrators who need to manage Microsoft Dynamics 365.
Community forums/wikis where help articles and white papers are published
Service Health dashboard for information regarding outages/issues.
|Other documentation formats||
|End-of-contract data extraction||At any point user can export data from Microsoft Dynamics 365. This use the Software Development Kit (SDK), manually export data using the data export functionally.|
No more than 180 days after expiration or termination of Customer’s use of an Online Service, Microsoft will disable the account and delete Customer Data from the account.
Transfer of Customer Data. Unless Customer has opted out of the Standard Contractual Clauses, all transfers of Customer Data out of the European Union, European Economic Area, and Switzerland shall be governed by the Standard Contractual Clauses. Microsoft will abide by the requirements of European Economic Area and Swiss data protection law regarding the collection, use, transfer, retention, and other processing of personal data from the European Economic Area and Switzerland. For more see http://trustoffice365.com/
Using the service
|Web browser interface||Yes|
|Application to install||No|
|Designed for use on mobile devices||Yes|
|Differences between the mobile and desktop service||Dynamics 365 allows access and functionality to be provided via mobile devices with via a web browser or mobile application. The solution supports a model that only requires configuration to be carried once regardless of how the solution is accessed.|
|Description of service interface||Dynamics 365 allows access and functionality to be provided via mobile devices with via a web browser or mobile application. The solution supports a model that only requires configuration to be carried once regardless of how the solution is accessed.|
|Accessibility standards||WCAG 2.1 AA or EN 301 549|
|Accessibility testing||Dynamics is an application and meets the published standards as an application. Microsoft accessibility statement on can be found on the Microsoft Accessibility website (http://microsoft.com/enable). Microsoft publishes Voluntary Product Accessibility Templates (VPAT)|
|What users can and can't do using the API||
The Web API provides a development experience that can be used across a wide variety of programming languages, platforms, and devices. The Web API implements the OData (Open Data Protocol), version 4.0, an OASIS standard for building and consuming RESTful APIs over rich data sources. (Further details can be found here -https://msdn.microsoft.com/en-gb/library/mt593051.aspx).
The web API is part of the Dynamics 365 Software Development Kit (SDK). The SDK contains a wealth of resources, including code samples, which are designed allow powerful vertical applications to be built using the Microsoft Dynamics 365 platform. It is a guide for developers writing solutions, server-side code, client applications and extensions, custom business logic, plug-ins, integration modules and custom workflow modules.
|API documentation formats||HTML|
|API sandbox or test environment||Yes|
|Description of customisation||Microsoft Dynamics 365 is a highly customisable and flexible business application. The bulk of the customisations can be carried out without requiring custom development. This inclused amending and creating new entities, forms, view and workflow processes. For cases that do require custom development, Microsoft provides a software developer kit (SDK).|
|Independence of resources||The service operates multiple scale groups in each data centre and automatically provisions new customers into a scale group. The architecture of scale groups is designed to meet the many needs of operating a service at scale, including security, scalability, performance, tenant isolation, serviceability, and monitoring. Each customer has their own individual database, separate from other customers’ databases. Data processing is logically segregated through capabilities specifically developed to help build, manage, and secure multitenant environments.|
|Service usage metrics||Yes|
|Metrics types||Organization Insights provides quick view of key Dynamics 365 metrics such as the number of active users and page requests.|
|Reporting types||Real-time dashboards|
|Supplier type||Reseller providing extra support|
|Organisation whose services are being resold||Microsoft|
|Staff security clearance||Other security clearance|
|Government security clearance||None|
|Knowledge of data storage and processing locations||Yes|
|Data storage and processing locations||
|User control over data storage and processing locations||No|
|Datacentre security standards||Complies with a recognised standard (for example CSA CCM version 3.0)|
|Penetration testing frequency||At least once a year|
|Penetration testing approach||In-house|
|Protecting data at rest||
|Other data at rest protection approach||For data at rest, the service deploys BitLocker with AES 256-bit encryption on servers that hold all messaging data, including email and IM conversations, as well as content stored in SharePoint Online and OneDrive for Business. BitLocker volume encryption addresses the threats of data theft or exposure from lost, stolen, or inappropriately decommissioned computers and disks. Your organization’s files are distributed across multiple Azure Storage containers, each with separate credentials, rather than storing them in a single database.|
|Data sanitisation process||Yes|
|Data sanitisation type||Deleted data can’t be directly accessed|
|Equipment disposal approach||Complying with a recognised standard, for example CSA CCM v.30, CAS (Sanitisation) or ISO/IEC 27001|
Data importing and exporting
|Data export approach||Data can be exported from Microsoft Dynamics 365 through the Export to Excel feature and using web service APIs documented in the Dynamics 365 SDK. Data can also be exported using the data export service.|
|Data export formats||
|Other data export formats||
|Data import formats||
|Other data import formats||
|Data protection between buyer and supplier networks||
|Other protection between networks||For data in transit, all customer-facing servers negotiate a secure session by using TLS/SSL with client machines to secure the customer data. This applies to protocols on any device used by clients, such as Skype for Business Online, Outlook, and Outlook on the web. See also http://aka.ms/Office365CE|
|Data protection within supplier network||
|Other protection within supplier network||Please see http://aka.ms/Office365TI and http://aka.ms/Office365CE|
Availability and resilience
|Approach to resilience||Please see http://aka.ms/Office365DR|
|Outage reporting||The service reports outages via the service status portal https://portal.office.com/servicestatus/servicestatus.aspx, Alert or Mobile Application|
Identity and authentication
|User authentication needed||Yes|
|Other user authentication||
Modern authentication brings Active Directory Authentication Library (ADAL)-based sign-in to Office client apps across platforms, enabling sign-in features such as Multi-Factor Authentication (MFA), SAML-based third-party identity providers with Office client applications, and smart card and certificate-based authentication.
Cloud identity authentication - Users with cloud identities are authenticated using traditional challenge/response.
Federated identity authentication - Users with federated identities are authenticated using Active Directory Federation Services 2.0 or other Security Token Services.
MFA for the service - users are required to acknowledge a phone call, text, or an app notification on their smartphone after correctly entering their password.
|Access restrictions in management interfaces and support channels||
The service comes with a set of administrator roles that you can assign to users in your organization. Each admin role maps to common business functions, and gives those people permissions to do specific tasks the the service admin center.
|Access restriction testing frequency||At least once a year|
|Management access authentication||
|Description of management access authentication||Modern authentication brings Active Directory Authentication Library (ADAL)-based sign-in to Office client apps across platforms, enabling sign-in features such as Multi-Factor Authentication (MFA), SAML-based third-party identity providers with Office client applications, and smart card and certificate-based authentication. Cloud identity authentication - Users with cloud identities are authenticated using traditional challenge/response. Federated identity authentication - Users with federated identities are authenticated using Active Directory Federation Services 2.0 or other Security Token Services. MFA for the service - users are required to acknowledge a phone call, text, or an app notification on their smartphone after correctly entering their password. https://technet.microsoft.com/en-us/library/office-365-user-account-management.aspx|
Audit information for users
|Access to user activity audit information||Users have access to real-time audit information|
|How long user audit data is stored for||Between 6 months and 12 months|
|Access to supplier activity audit information||Users receive audit information on a regular basis|
|How long supplier audit data is stored for||Between 6 months and 12 months|
|How long system logs are stored for||Between 6 months and 12 months|
Standards and certifications
|ISO/IEC 27001 certification||Yes|
|Who accredited the ISO/IEC 27001||BSI|
|ISO/IEC 27001 accreditation date||11/09/2016|
|What the ISO/IEC 27001 doesn’t cover||None|
|ISO 28000:2007 certification||No|
|CSA STAR certification||Yes|
|CSA STAR accreditation date||29/04/2016|
|CSA STAR certification level||Level 1: CSA STAR Self-Assessment|
|What the CSA STAR doesn’t cover||None|
|Other security certifications||Yes|
|Any other security certifications||
|Named board-level person responsible for service security||Yes|
|Security governance certified||Yes|
|Security governance standards||
|Other security governance standards||FISMA/FedRamp, EU Model Clauses, HIPAA/HITECH, ISB 1596, ISO 27018, SASE16 SOC1 & SOC 2|
|Information security policies and processes||
An ISMP has been established to enable the service to maintain and improve its management system for information security. Through establishment of the ISMP, the service plans for and manages protection of its assets to acceptable security levels based on defined risk management processes. In addition, the service monitors the ISMS and the effectiveness of controls in maintaining the confidentiality, integrity and availability of assets to continuously improve information security.
The ISMS framework encompasses industry best-practices for information security and privacy. The ISMS has been documented and communicated in a customer-facing Information Security Policy, which can be made available upon request (customers and prospective customers must have a signed NDA or equivalent in place to receive a copy).
The service performs annual ISMS reviews, the results of which are reviewed by management. This involves monitoring ongoing effectiveness and improvement of the ISMS control environment by reviewing security issues, audit results, and monitoring status, and by planning and tracking necessary corrective actions.
The Microsoft Cloud Security Policy is available via the Service Trust Platform aka.ms/stp
|Configuration and change management standard||Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402|
|Configuration and change management approach||
The service has developed formal standard operating procedures (SOPs) governing the change management process. These SOPs cover both software development and hardware change and release management, and are consistent with established regulatory guidelines including ISO 27001, SOC 1/SOC 2, NIST 800-53, and others.
Microsoft also uses Operational Security Assurance (OSA), a framework that incorporates the knowledge gained through a variety of capabilities that are unique to Microsoft. OSA combines this knowledge with the experience of running hundreds of thousands of servers in datacenters around the world.
|Vulnerability management type||Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402|
|Vulnerability management approach||In support of the Information Security Policy, the service runs multiple layers of antivirus software to ensure protection from common malicious software. Servers within the the service environment run anti-virus software that scans files uploaded and downloaded from the service for viruses or other malware. Additionally, all mails coming into the service run through the Exchange Online Protection engine, which uses multiple antivirus and antispam engines to capture known and new threats against the system. Microsoft has its own Security Response Center (MSRC) that also supplies information to all our customers covering the whole range Microsoft products.|
|Protective monitoring type||Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402|
|Protective monitoring approach||
The service employs sophisticated software-defined service instrumentation and monitoring that integrates at the component or server level, the datacenter edge, our network backbone, Internet exchange sites, and at the real or simulated user level, providing visibility when a service disruption is occurring and pinpointing its cause.
Proactive monitoring continuously measures the performance of key subsystems of the the service services platform against the established boundaries for acceptable service performance and availability. When a threshold is reached or an irregular event occurs, the monitoring system generates warnings so that operations staff can address the threshold or event.
|Incident management type||Conforms to a recognised standard, for example, CSA CCM v3.0 or ISO/IEC 27035:2011 or SSAE-16 / ISAE 3402|
|Incident management approach||Please see http://aka.ms/Office365SIM|
|Approach to secure software development best practice||Independent review of processes (for example CESG CPA Build Standard, ISO/IEC 27034, ISO/IEC 27001 or CSA CCM v3.0)|
Public sector networks
|Connection to public sector networks||No|
|Price||£16.51 per user|
|Discount for educational organisations||Yes|
|Free trial available||Yes|
|Description of free trial||30 day free trial|