(music) - Today I'll give you a first look at new integrated capabilities
for your frontline workers. Including the new Windows
365 Frontline experience, Copilot in Dynamics 365 Field Service for more streamlined service delivery, and Microsoft Teams as the
single collaboration hub to get work done wherever you are. Then if you're an admin, I'll demonstrate updated experiences from setting up Windows
365 Frontline Cloud PCs and configuring Windows 365 Boot, to deploying Microsoft Teams to frontline workers at scale and more. Frontline workers are often the first and primary point of contact
for your organization. And whether they are technicians
providing repair services, nurses working with patients seeking care, or in-store associates
working on the retail floor, the combination of new
frontline capabilities that I'll walk you through today, can help take your
frontline worker experience to the next level. Let me show you an example
from the service industry, starting with the new Windows 365 Frontline Cloud PC experience, including how this now
lets you extend Cloud PCs to shift workers in an affordable way, and I'll share more on how
that works in just a second. But first, let me show you the new Windows 365 Boot experience, which for frontline workers, makes the shared device
experience seamless and helps optimize costs. Now this allows a user
to sign in to Windows, just as they normally would. But instead of having to first
navigate to their desktop and launch a local app
to access Windows 365, a direct connection is established to a user-dedicated and
persistent Cloud PC. Now this provides a more
streamlined experience. And of course, because it's
a user-dedicated Cloud PC, you can ensure any user-specific required apps are available. So now that our Cloud
PC is up and running, let's look at a few new
AI-powered experiences using Copilot in Dynamics
365 Field Service. Here we're in Outlook with the new integrated
Dynamics 365 Field Service experience with Copilot. An HVAC service manager needs to assign and dispatch technicians
to customer sites. And we can see this is an urgent
request for an HVAC repair. And so the first thing
we can do is use Copilot to pre-populate and summarize
details from the email thread into a draft work order for review. Now once it's saved, it will automatically
create the work order for that customer in
Dynamics 365 Field Service. Now let me show something coming soon where Copilot can also actually help orchestrate service delivery. So here, you're seeing intelligent scheduling suggestions for an
available, nearby technician, taking into account
things like travel times, skillset, calendar
information, and other factors. And once we've selected the technician, Copilot can even suggest a
draft response to the customer with key details and next steps. Now this is what the experience
looks like in Outlook, but in the future, we'll also
integrate these experiences directly into Microsoft Teams. So now that we've assigned our work order, let me next show you the
technician's experience on a mobile device. Now in our case, mobile
devices are also shared, company-provided devices. And each has been preconfigured
as a shared device using Microsoft Intune with all of the apps and experiences needed to get work done, including Dynamics 365 Field Service, Remote Assist, and Microsoft Teams. And by the way, if you're
using VMware or Soti for mobile device management, they also now support shared device mode. Now here, our the field tech
is signed-in to the device that he's checked out for the day, with the Microsoft Teams app open. And front and center is a
customized home experience designed for frontline workers. This provides easy access to key actions and surfaces important information. Including items like the
next scheduled work order and with the new adaptive cards it's also easy to access
upcoming assignments. And he can quickly see the HVAC work order assigned to him from before and find the location details
to get where he needs to be, all without leaving Teams. He can then update the status from "scheduled" to "in progress"
as he leaves for the job. Importantly, after arriving on-site, the technician will now
have the right tools, including voice, video and even expert support
staff at the main office, who can help even further. So in this case, our tech
needs remote assistance to get more help for
the unit he's servicing. Using Remote Assist, he can
see a list of specialists and their availability status, and he's able to make a call to an expert, Markus, who's currently working from home using Microsoft Teams. With the call initiated he's able to share the view
from the device's camera, so that Markus can help
diagnose the problem, and provide the recommended remediation. Markus is also able to
help further in the moment by using 3D spatial annotations that are anchored to
the physical environment to guide our tech on
performing the repair. And he's also able to directly share an embedded guide for this model with a step-by-step checklist accessible from the Dynamics
365 Field Service mobile app for our onsite tech to
complete the process. He is then able to
finish up the work order in the Field Service app. And sign out of this shared
device when he's done. And of course, now the device can be returned to the pool, where it will be ready to go
for the next technician to use. So now we've seen how
the frontline experience can be more streamlined
with the help of AI along with integrated tools for better collaboration
and service delivery. Let's switch gears to see what it takes to set these experiences up as an admin. I'll walk through a few of the updates, starting with Windows 365. First, let me go back to
the point I made earlier when I said that Windows 365 Frontline is an affordable option for
shift and part time workers, and here's why. So let's say for example, you hade nine Frontline users, with only three of them
working at the same time. In this case you would
only need three licenses for all nine Frontline users. This is because with
Windows 365 Frontline, each license enables any three users non-concurrent access to a Cloud PC. And when a worker completes their shift, and is no longer accessing their Cloud PC, the Cloud PC is turned off. Importantly, the Cloud PC
does not consume resources, until the next user logs on
to their dedicated Cloud PC. So it's the sharing of
these underlying resources to run your Cloud PCs that makes per-user costs affordable. And because Windows 365 gives
every user their own Cloud PC, their personal settings are
retained whenever they sign in. Now let me show you how you'd actually set up those Frontline Cloud PCs. From the Devices Windows 365 page in the Intune admin center, you'll set up the Frontline edition by creating a provisioning policy. After setting the name,
below that in license type, there's a new option for Frontline that explains how it works. And the remaining provisioning
policy steps are the same, except here you're assigning Cloud PCs directly to Azure AD groups
who will be provided access. And these will also be different
from enterprise editions, as they are powered off after a specified amount of idle time. Now, let me show you Windows 365 Boot and how we configured it. You can set this up on Windows
11 Pro or Enterprise devices. And it's in preview now
for Windows 365 Enterprise and coming soon to the Frontline Edition. From the Intune admin center in devices under provisioning and Windows 365, you'll select Windows 365 Boot
for the guided experience. And first, you'll see
an introduction about what it is and how it works. And next, you'll just need to
add the resource name prefix. Then you'll configure
Windows update parameters for scoped devices, or if you're using Windows Autopatch, you'll be able to skip these settings. From there, in Settings you can define your VPN and Wi-Fi profiles, so that the PC can connect to the internet before the user signs into their Cloud PC, or leave it blank for
ethernet-connected devices. So I'll do that. And set the preferred language
for the devices in scope. Then, in assignments, you
will choose device groups that you want in scope
or create a new one. And from there, you can review
and confirm your settings. And after you kick this off, those PCs will then be
configured for Windows 365 Boot. Which again allows for a more
streamlined login experience. Now switching over to Microsoft Teams, one of the key updates is the ability to deploy frontline teams at scale. We've added new capabilities to provision frontline worker
accounts and their teams, where group membership is automatically kept up-to-date as people
enter, move within, or leave the organization using dynamic groups from
Azure Active Directory. To set this up, we have
a brand new section in the Teams admin center
called manage frontline teams. And I'll start with setup. That takes me to the
wizard-based experience that explains what
frontline dynamic teams are, what to expect, and any
pre-requisites to be aware of. And on this screen you'll
select the Azure AD groups, and the corresponding values that represent your frontline workers. So for example, this
could be a Position ID using an Extension Attribute in Azure AD with a corresponding number. And these groups are designed
to be location based, so for example, all
employees at a store location would be together in a single group. So here, I'll identify the
location attribute that I want. Then, I can set a
consistent team structure for all my frontline teams, so to start I can add the
team naming convention. I can then choose the
team template I want, which will define my
consistent channel structure for my frontline teams, and define the team owner or owners. And at that point, I can
review and finish setup. Now this will kick off the process to identify your frontline workers and their corresponding locations, based on the attributes and
parameters you just selected. Now after that's done, I can click deploy and select the locations for which I want to
assign frontline teams. So in this case I'll choose two locations in New York to start with. And now I can see the teams are deployed in the manage frontline teams page. Now I just did this for a
couple locations to get started, but I can always come back to this wizard to scale this to additional locations and deploy teams to the
entire frontline at scale. Next, moving on to the Teams mobile app, you'll remember that our field technician had an adaptive card in Teams
with scheduled work orders. So for that we used the new
Dynamics 365 Field Service app which is now in preview. The Viva Connections app is already part of the
default Teams settings using the Frontline template, so you don't need to
do any additional work to set up that home experience. And we then used Viva
Connections to configure the card to display work orders from Dynamics 365. So that was a tour of updates
to give your frontline workers new tools they can use
to get their work done, with help from AI and the latest
collaboration experiences, along with all the new admin
controls to set everything up. To find out more, check
out aka.ms/FrontlineTech. And keep watching Mechanics
for the latest updates, subscribe to our channel
and thanks for watching! (music)
