Build — Factory Operations & Quality
Field Service Advisor Work Flow
LiveExtend
Equips field service technicians with an on-demand AI advisor that provides instant access to product documentation, enables remote expert consultation, handles parts identification via photo, and manages after-service upsell recommendations — all within their existing workflow.
Agentic behaviors
- Retrieves and interprets technical manuals and service histories in natural language from the field
- Identifies fault components from photos and looks up part numbers, availability, and reorder workflows
- Routes technician to the right internal expert for complex issues; captures call transcript to improve knowledge base
- Surfaces relevant upsell/cross-sell opportunities (upgrades, preventive maintenance contracts) based on current service context
Features & capabilities
| Field Manual Q&A | Natural language search over technical manuals, schematics, and service records via SharePoint |
| Parts Photo Identification | Camera-enabled part recognition; returns part number, description, compatibility, and reorder path |
| Expert Connector | Identifies the right subject matter expert based on equipment type and fault; initiates Teams call with transcript capture for knowledge base improvement |
| Upsell/Cross-Sell Advisor | Based on current service context (equipment age, fault history, product line), recommends upgrades, accessories, or preventive service contracts to the customer |
| Safety Compliance Checklist | Generates pre-work safety checklist tailored to the specific equipment and work type |
| Work Documentation Assistant | Guides technician through structured completion form (actions taken, parts used, time, outcome); auto-fills from conversation context |
| Service History Retriever | Surfaces complete service history for the equipment being serviced, including prior faults, parts replaced, and previous engineer notes |
Agents powering this workflow
Reusable AI capabilities from our Agent Store.
Who benefits
- Field Service Technicians (primary)
- Field Service Managers
- Customer Account Managers
KPIs impacted
First-time fix rateMTTRCustomer satisfaction (CSAT/NPS)After-sales revenue (upsell/cross-sell)Service cost per incident
Required connectors
Configured per-organization in the Control Tower once this workflow is enabled for your team.
SharePointCRMERPField Service / Service Request SystemMicrosoft Teams / Copilot Pages
Configurations & Options
Set up in the Control Tower once this workflow is enabled — shown here so you know what to expect.
Configurations
- Service call transcript retention (days)
Options
- Allow agent to directly present upsell offers to customerWhen on, the agent can directly present upsell/cross-sell offers to the customer. When off (recommended), the agent only surfaces the opportunity to the technician, who decides whether to communicate it.
Governance requirements
- Upsell recommendations must be gated — agent presents the opportunity but only the technician or account manager communicates it to the customer
- Parts orders triggered from the field require back-office confirmation before processing
- Service transcript data must be anonymized before being added to shared knowledge base
- Expert consultation transcripts stored securely with access limited to relevant engineering teams