Dynamics 365 Remote Assist - Part 1

The Future of Live Support is Here, and it's on Your Phone!

Welcome to the next installment on my series about Mixed Reality and Dynamics where we'll cover Remote Assist.  The first post provided an overview of Mixed Reality (MR) and an introduction to the Dynamics 365 Mixed Reality apps.  If you are not familiar with MR you may want to read that post first.  And yes - it was also over a year ago that I wrote that post (I like to build anticipation), so feel free to read it again to refresh your memory!  The good news is that during that time the apps and devices have continued to evolve.

I am going to split this post into 2 parts.  We'll start by reviewing what Remote Assist (RA) is and its core use cases & features.  In part 2 we'll show you how to create a free trial of Dynamics 365 and Remote Assist so you can test it out for yourself!  Let's dive in.

What is Remote Assist?

With the advent of Covid-19 this past year, the need to work safely, remotely, and productively is more important than ever.  Use of remote collaboration tools like Microsoft Teams has gown dramatically, and Remote Assist (which is built on Teams) is no exception.

As the name suggests, Remote Assist is a collaboration tool that instantly connects resources in the field to one or more experts anywhere on the Globe.  You can deliver the knowledge and guidance your team or your customers need, exactly when they need it.  More than just a video call, Remote Assist also leverages 3D annotations, still images and document sharing to provide interactive guidance, in context, from remote collaborators.  In other words, instead of the remote expert saying, "see that smallish round button 2 inches to the left above the other 5 buttons", they can just circle the button!

Why is it Awesome?

You can capture images and video, including your annotations and mark up, and save it to your Teams session via One Drive.  If you install the Dataverse app you can load your asset data into the app and attach your field images to it for later reference - Think inspections and repairs!  If you use Dynamics 365 for Field Service you can also specify an on-call resource on your work orders for quick calls from the field, and attach your photos and videos to the work order.  In short, you can collaborate, instruct, and document field activity in ways you couldn't before, while reducing costs, increasing efficiency, and enjoying a host of other benefits.  I'd say that's awesome!

Use Cases

When it comes to use cases for Remote Assist, the sky is the limit.  If you're making calls from the field, or even from downstairs on the shop floor, there's probably a use case, but here's some of the more common scenarios:

• Maintenance & Repair - Help less experienced resources get out in the field sooner and complete jobs faster with fewer mistakes and fewer repeat visits.
• Remote Inspections - Empower onsite resources to collaborate with one or more remote inspectors to evaluate and document asset quality.
• Knowledge sharing and training- Document repairs via photos and videos and share them with the rest of your organization, or provide real-time hands-on training remotely.

Benefits

The benefits of Remote Assist are many and include the following:

• Reduce travel time & expenses - With real-time video assistance you reduce the need to send additional resources onsite.
• Solve problems in real time - Solve problems faster and with fewer return visits through hands-on guidance from remote experts.
• Communicate complex instructions visually - Rather than describing instructions verbally, use 3D annotations to communicate visually and reduce errors and completion times.
• Reduce training time - get resources up to speed and out in the field faster with the guidance and support they need to succeed.
• Provide best-in-class support - Support customers and vendors using click-to-join mixed reality video calls.

How Does it Work & What do I Need?

The Remote Assist apps are built on top of Microsoft Teams.  Technically they can be used on their own (app to app calls), but it is almost always used in conjunction with Teams and always leverages Teams under the covers.  Internal users of the app will need to have a Remote Assist license to use it, which includes a Teams license.  Teams users can attend Remote Assist calls and make 3D annotations with their existing Teams license. 

The Remote Assist apps come in two flavors - the mobile app and the HoloLens app.  Field resources (or customers) can run the Remote Assist mobile app on just about any phone or tablet, which is key since most users already have a device they can run it on.  The HoloLens app, not surprisingly, requires a HoloLens, but it offers a more immersive experience and allows resources to work hands free, which is a huge advantage and a big value add.

The last component is the Dataverse model driven app than can be installed in your Power Apps environment.  This is not required, but it allows you to create one-time call links, work with Asset data, and track call metrics using an out of the box dashboard.  One-time call links allow you to generate links that customers can use to join a call using the Remote Assist mobile app, without a license!  Imagine being able to provide real-time customer support with live video and 3D annotations!

Key Features

We've already touched on several of these but here's a quick list of the key features:

• 1 on 1 or group calls - Several remote resources can join a single call
• 3D annotations - Quickly direct the field resource to key areas using arrows or the pen tool
• Snapshots (Photos) - capture and annotate snapshots, especially useful in low-bandwidth scenarios
• Chat Message support - Share text, links, etc.
• Share files - Share manuals, schematics and other reference material.  This is especially useful on HoloLens where they can be placed alongside the work area for hands free reference
• Call Recording
• Calendar Integration - join upcoming calls from the RA apps directly from your calendar
• Field Service Integration - Dynamics 365 Field Service users can specify on call experts on work orders and attach photos and videos from calls.
• One-Time Call links - Invite customers or other external users to call you using the RA mobile app without a license.  This is only supported on the mobile app and not the HoloLens app.
• Calls Dashboard - Out of the box support to track call volume, call duration, and calls by user
  
  

Summary

Hopefully this post has helped you understand what Remote Assist is and the value it can provide.  Check out the video below to see both the mobile and HoloLens apps in action.  Keep your eye out for the next post where we'll go through setting up a free trial so you can try Remote Assist for yourself!  Stay safe and have fun exploring your real and mixed realities.

Mixed Reality and Dynamics Series

Introduction to Dynamics, Mixed Reality & HoloLens