The Field Service (FS) solution will enable system-driven, automatic updates, in alignment with other Microsoft announcements that have highlighted the improved update process for Dynamics 365 (online):

New Field Service Update Policy:

  • Manual updates lead to irregular and delayed updates which increase risks to the customer, support difficulties, and potentially increase downtime.
    • This required organizations to increase update planning and testing across their instances.
  • Leading to longer gaps between updates and often required deeper customer investments into their upgrade planning and testing.
  • FS will move to an automatic update approach.
    • Many other solutions already push minor updates into customer orgs, automatically (i.e. Customer Service, Sales, and Marketing).
  • This will reduce customer risk, improve system supportability, and will make the update motion smoother and more predictable.

Field Service Version Eligibility:

  • The new policy will be rolled out to instances with FS v7.5 and later as early as May 13th.
    • Microsoft will gradually exercise the new policy for instances eligible for automatic upgrade, so customers may not see any immediate impact to their eligible instances.
  • Customers can still update from the Admin Center if there is an update that has not yet been applied.
  • For instances with FS earlier than v7.5, customers should plan to manually upgrade the org to the latest available version, bringing them in line with the new policy.
  • For customers using FS v8, the automatic update policy will be enabled in the months following enablement for FS v7.
  • Stay tuned for upcoming information on the overall move from FS v7 to FS v8; however, Microsoft will not automatically upgrade any customers on FS v7 to FS v8.

Scope of the Automatic Updates:

  • Field Service releases new updates of the solution roughly once a month with occasional hotfixes being released more frequently.
    • These monthly updates will include patches to resolve issues and may include minor functional, reliability, and performance improvements.
  • For major updates, Field Service will follow the approach employed across Dynamics 365 for Customer Engagement.
    • Field Service will deliver two major updates per year, in April and October.
  • These will offer new capabilities and functionality.
  • Major new capabilities will be enabled in a public preview prior to this delivery period so customers can validate major updates in a sandbox environment.

Solution Upgrade Timing and Impact:

  • FS updates will undergo testing to ensure the solution upgrades successfully while also safeguarding that no breaking changes are shipped through upgrade.
    • Major changes to the user interface, solution behavior, or significant new features will be shipped twice yearly after theyve been available behind a preview.
  • Automatic updates will be completed during periods of low traffic for the hosting geographical region with minimal service disruption.

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