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All solutions06 / Field service & operations

Field service & operations

Capture data directly at the work site

Teams document inspections, damage, time and materials on mobile devices; photos, signatures and location data feed the next workflow.

Complexity
Complex
Implementation time
8–12 weeks
Suitable industries
Technical field service · Construction · Manufacturing

Example: Technical asset service

Process architecture

From intake to a dependable outcome.

Every phase contains clear, traceable steps. Checks, branches and handoffs remain visible instead of disappearing into a black box.

Process diagram

  • 09Nodes
  • 09Connections
  • 03Phases
Environment

01Input

Intake & context

Sources, data and business context are brought together in a controlled way.

3 Steps

02Process

Logic & control

Rules, AI and human review form the traceable process core.

3 Steps

03Output

Result & handoff

Results are handed to people and systems of record in a structured form.

3 Steps

Source01

Provide the job

Customer, asset, schedule and work-order data are synchronized to the device before the visit.Details

Process node 01Source

Provide the job

Customer, asset, schedule and work-order data are synchronized to the device before the visit.

Interfaces
  • Microsoft Graph API
  • SharePoint API
Next steps
  • Capture on site
Data02

Capture on site

Guided forms collect measurements, materials, time, photos, signatures and location.Details

Process node 02Data

Capture on site

Guided forms collect measurements, materials, time, photos, signatures and location.

Interfaces
  • Azure AI Document Intelligence
  • Mistral OCR
  • Dataverse API
Next steps
  • Store offline
Data03

Store offline

Data remains encrypted on the device without connectivity and synchronizes later.Details

Process node 03Data

Store offline

Data remains encrypted on the device without connectivity and synchronizes later.

Interfaces
  • Azure AI Document Intelligence
  • Mistral OCR
  • Dataverse API
Next steps
  • Validate entries
Decision04

Validate entries

Required fields, ranges and job-specific rules prevent incomplete records.Details

Process node 04Decision

Validate entries

Required fields, ranges and job-specific rules prevent incomplete records.

Interfaces
  • Azure OpenAI GPT
  • Anthropic Claude
  • AI Builder
Next steps
  • Resolve conflictsDirect path
  • Analyze mediaOptional step
System05

Analyze media

Image and document AI can suggest damage types, equipment labels or form values.Details

Process node 05System

Analyze media

Image and document AI can suggest damage types, equipment labels or form values.

Interfaces
  • Dynamics 365 API
  • Azure Service Bus
Next steps
  • Resolve conflicts
System06

Resolve conflicts

Synchronization, versioning and defined priority rules handle parallel changes safely.Details

Process node 06System

Resolve conflicts

Synchronization, versioning and defined priority rules handle parallel changes safely.

Interfaces
  • Dynamics 365 API
  • Azure Service Bus
Next steps
  • Update the work order
  • Generate documentation
  • Start downstream work
Result07

Update the work order

Status, time, materials and result flow into ERP, service or production systems.Details

Process node 07Result

Update the work order

Status, time, materials and result flow into ERP, service or production systems.

Interfaces
  • Power BI API
  • Teams Webhook
Result08

Generate documentation

Service report, inspection record or acceptance document is created completely.Details

Process node 08Result

Generate documentation

Service report, inspection record or acceptance document is created completely.

Interfaces
  • Power BI API
  • Teams Webhook
Result09

Start downstream work

Reorder, defect case, invoice or follow-up visit starts according to the result.Details

Process node 09Result

Start downstream work

Reorder, defect case, invoice or follow-up visit starts according to the result.

Interfaces
  • Power BI API
  • Teams Webhook
  • Standard path
  • Direct path
  • Exception

Steps in execution order

System landscape

Interfaces and apps working together.

  • Microsoft

    Microsoft Graph API

    Möglicher Baustein für die Microsoft-Systemvariante.

  • Microsoft

    SharePoint API

    Möglicher Baustein für die Microsoft-Systemvariante.

  • Microsoft

    Azure AI Document Intelligence

    Möglicher Baustein für die Microsoft-Systemvariante.

  • Microsoft

    Mistral OCR

    Möglicher Baustein für die Microsoft-Systemvariante.

  • Microsoft

    Dataverse API

    Möglicher Baustein für die Microsoft-Systemvariante.

  • Microsoft

    Power Automate

    Möglicher Baustein für die Microsoft-Systemvariante.

  • Microsoft

    Azure Functions

    Möglicher Baustein für die Microsoft-Systemvariante.

  • Microsoft

    Azure OpenAI GPT

    Möglicher Baustein für die Microsoft-Systemvariante.

  • Microsoft

    Anthropic Claude

    Möglicher Baustein für die Microsoft-Systemvariante.

  • Microsoft

    AI Builder

    Möglicher Baustein für die Microsoft-Systemvariante.

  • Microsoft

    Teams Adaptive Cards

    Möglicher Baustein für die Microsoft-Systemvariante.

  • Microsoft

    Power Apps

    Möglicher Baustein für die Microsoft-Systemvariante.

  • Microsoft

    Dynamics 365 API

    Möglicher Baustein für die Microsoft-Systemvariante.

  • Microsoft

    Azure Service Bus

    Möglicher Baustein für die Microsoft-Systemvariante.

  • Microsoft

    Power BI API

    Möglicher Baustein für die Microsoft-Systemvariante.

  • Microsoft

    Teams Webhook

    Möglicher Baustein für die Microsoft-Systemvariante.

  • Potential interfaces

    ERP or field-service API

    Two-way exchange of jobs, assets, materials, time and status.

  • Potential interfaces

    Camera, GPS and device storage

    Native device capabilities for dependable field documentation.

  • Potential interfaces

    Identity and sync service

    Secure login, offline data and controlled synchronization.

  • Potential apps & platforms

    Custom PWA or mobile app

    An offline-capable interface tailored to the specific field workflow.

  • Potential apps & platforms

    Business Central, SAP or Dynamics 365

    Systems of record for jobs, assets and billing.

Delivery in context

Not merely automated, but dependable in daily work.

The app is designed around real field conditions: gloves, small displays, changing connectivity and time pressure are part of the requirement. Forms are optimized for the workflow rather than copied from paper.

Offline support and synchronization increase technical complexity. A safe first release delivers one clearly bounded job type with a limited form and integration scope.

Starting point

Information is captured on paper, in photos and later in spreadsheets. Disconnected tools create questions, duplicate entry and outdated job status.

Target outcome

Current, complete field data without paper or duplicate capture, even with unstable connectivity.

Expected value

  • No later transcription from paper
  • Complete data while still on site
  • Current work-order status for field and office teams
  • Faster reports, billing and follow-up work

What is needed to start

  • 01One bounded field-service or work-order type
  • 02Access to the systems of record and master data
  • 03Test devices and realistic offline scenarios for acceptance

More use cases

Use cases with a comparable setup from Manufacturing · Construction. Pick an industry to narrow down the selection.

  1. 02 / Use case

    Complex~ 6–10 weeks

    Finance & documents

    Validate and post incoming invoices

    Invoices are captured, validated and moved through approval, accounting and archiving with explicit exception controls.

    Fewer capture errors, clear validation steps and an auditable path from document to accounting entry.

    • ERP REST / OData / IDoc
    • Email, Peppol or upload
    • DMS and archive API
    • Azure AI Document Intelligence

  2. 04 / Use case

    Complex~ 6–10 weeks

    Knowledge & assistance

    Make internal knowledge securely searchable

    An assistant answers questions from approved company sources, cites evidence and respects existing access rights.

    Faster access to reliable knowledge with traceable sources and controlled permissions.

    • Microsoft Graph / SharePoint
    • File server connector
    • Entra ID / SSO
    • Azure AI Search

  3. 01 / Use case

    Medium~ 3–6 weeks

    Email & intake channels

    Understand and route incoming messages automatically

    AI identifies requests, attachments and priorities, then moves every message into the right downstream workflow with clear controls.

    Faster response times, consistent ownership and a traceable status from the first customer contact.

    • Microsoft Graph / Gmail API
    • CRM or ticket API
    • Webhook / REST
    • Outlook & Microsoft Teams

  4. 03 / Use case

    Simple~ 2–4 weeks

    Approvals & compliance

    Manage approvals without email ping-pong

    Requests automatically follow the right roles, deadlines and delegates with a complete decision history.

    Faster decisions, clear ownership and an auditable history without disconnected tools.

    • Microsoft Graph
    • ERP or HR API
    • Webhook / Adaptive Cards
    • Microsoft Teams

  5. 05 / Use case

    Simple~ 2–4 weeks

    Meetings & tasks

    Turn meetings into concrete work

    Decisions, tasks and deadlines are structured from meetings and handed to the right work systems with an explicit review step.

    Less follow-up work, clear ownership and a consistent transition from conversation to delivery.

    • Microsoft Graph / Teams
    • Planner or Jira API
    • CRM API
    • Microsoft Teams

Solution catalog

5 more use cases with filters for industry, effort and systems.

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