Dynamics 365 Field Service: Work with Subcontractors without additional licenses
A new Subcontractor Agent feature in preview enables external workers to participate in Field Service processes via email without requiring additional Dynamics 365 user licenses, reducing licensing costs and administrative overhead while maintaining internal process governance.
Microsoft's description
Business value Organizations often depend on subcontractors and other external service providers who do not work in the organization's Dynamics 365 environment. Purchasing and administering an additional Dynamics 365 user license for every external worker adds cost and access-management overhead, particularly when a subcontractor only needs to report progress or completion for assigned work. The Dynamics 365 Field Service Subcontractor Agent lets external workers participate in supported Field Service processes through familiar email exchanges without requiring an additional Dynamics 365 user license for each subcontractor. Internal service teams retain a governed process and a consistent system of record while making it easier to work with a broad, distributed partner network. Feature detail Configure the Subcontractor Agent to process supported messages sent to a designated mailbox. A subcontractor can respond through email with information about assigned Field Service work rather than signing in to Dynamics 365. The agent uses the approved sender, message content, and available work references to associate the submission with the relevant Field Service work. It creates a proposed update or review task for an internal dispatcher or service coordinator, who remains responsible for applying changes to operational records. Field Service administrators control mailbox setup, approved subcontractor identities, bookable-resource associations, permissions, and required service configuration. The no-additional-user-license value applies to the external subcontractor's supported email participation. Internal Dynamics 365 users, agent or service identity requirements, capacity, and other product prerequisites continue to apply.