Service Evolved – Episode 8: Organisational upskilling in field service

To meet the needs of customers today, field service teams are leveraging technologies to help their service technicians focus on the job that needs to be done. They are finding modern ways to provide front-line service talent the tools and information they need to complete their work more efficiently, on their first time out. In this episode of Service Evolved, hear from Microsoft’s Jason Cohen about how Dynamics 365 for Field Service is helping organisations simplify and streamline the user experience for front-line workers in the field. Our hosts and guest describe how new and existing features of this field service platform are not only improving adoption, but upskilling employees as organisations seek to improve customer satisfaction and rethink traditional service models.

Together with their special guest Jason Cohen, hosts Scott LeFante and Dan Cefaratti discuss:

  • Using embedded knowledge to accelerate resolution with a more complete view of procedures, equipment, location schematics, and more
  • Providing technicians offline, hands-free assistance solutions like Remote Assist and Guides powered by HoloLens and other mobile devices
  • Delivering more useful front-line guidance from organic technician knowledge and third-party knowledge sources
  • Usability enhancements that improve aesthetics, add controls, and create work order incident types more efficiently

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Scott LeFante Bio 

Scott LeFante
Director of Field Service Architecture, Avanade

Scott is part of Avanade’s Digital Sales & Service team and a two-time Microsoft Business Applications MVP. He is an experienced CRM/CE professional and a Microsoft Dynamics expert in Field Service / Connected Field Service, Project Service Automation and Customer Service. Scott is responsible for the successful delivery of Microsoft Dynamics 365 Field Service projects, fostering ongoing relationships within the customer base, Field Service/CRM team management and support.


Daniel Cefaratti Bio 

Daniel Cefaratti
North America Field Service Lead, Avanade

Dan has 20 years of experience in the CRM, ERP, and Field Service industry. He leverages his expertise to help customers succeed in deploying Field Service solutions by driving best practices and business strategy. He has helped customers transform their business from being perceived as a cost center, to more of a profit center by creating a proactive, predictable process that streamlines the Field Service digital thread. Dan has a strong passion for Field Service and has helped this space innovate with mobility, predictive analytics, mixed reality, and route optimisation, which drive increases in customer satisfaction, service revenue, while at the same time driving out operating expenses in the Field Services industry.


Special Guest

Jason Cohen Bio 

Jason Cohen
Senior Program Manager for Dynamics 365 Field Service, Microsoft

Working in Dynamics since 2010 and helping customers manage their field service needs since 2014, Jason Cohen is a Senior Program Manager with Microsoft working on Dynamics 365 Field Service. Jason focuses on many areas of the Field Service solution and customer experience, trying to simplify adoption, close feature gaps, and improve user experiences. He is passionate about allowing organisations to focus on their mission and frontline workers to focus on the job at hand, while the application operates invisibly in the background.


Avanade wins Microsoft 2020 Global Partner of the Year Award for Field Service

Avanade recognised for exemplary work for Field Service to help clients realise business results, and is named Microsoft 2020 Global Alliance SI Partner of the Year for the 15th time.

Service Evolved – Episode 7: How smarter scheduling can help to get the right tech for every job

Microsoft’s Vinay Nalam reveals how the Dynamics 365 Field Service schedule board makes it easier to schedule the right technicians for each job.

Service Evolved – Episode 6: Get a better view of assets with Microsoft field service

Microsoft’s Dan Gittler shares new features to help service organisations locate and track assets.

Service Evolved – Episode 5: Rethink your “last mile” service experience

How to improve the critical final steps, or “last mile”, in your service experience.

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