Dynamics 365 Remote Assist on HoloLens 2 is a mixed reality solution that lets frontline workers share their real-time view with remote experts so they can solve issues together without being in the same location. It’s designed primarily for: - **Technicians** – They use HoloLens 2 or the Field Service mobile app to show what they see on-site and receive step-by-step guidance from remote experts. - **Inspectors and auditors** – They use HoloLens 2 or the Field Service mobile app to collaborate with remote inspectors, evaluate asset quality, and document inspections. - **Remote collaborators** – They join from Microsoft Teams on PC or mobile, see the technician’s or inspector’s view, and provide in-context guidance. Key capabilities include: - **Heads-up, hands-free video calling** on HoloLens 2 so workers can keep both hands on the task. - **Spatial annotations** (arrows, drawings, and notes) that stay anchored to real-world equipment as the user moves. - **Knowledge capture** through photos, videos, and call recordings that can be shared across the organization. - **Integration with Dynamics 365 Field Service**, so bookings, work orders, and call artifacts are connected to the job. This combination helps teams reduce travel, resolve issues faster the first time, and make expert knowledge more accessible across locations.

Remote Assist helps you reimagine how your teams collaborate on complex work by blending digital guidance with the physical environment. **For maintenance and repair** - Technicians can **share a live, first-person view** of equipment with remote experts. - Remote collaborators use **visual annotations** (arrows, lines, drawings) that appear in the technician’s space and stay locked to the exact part of the machine, even as the technician walks around. - Experts can **share schematics, reference images, and training videos** from OneDrive or their desktop, which appear as holograms in the technician’s field of view. - This reduces the need for expert travel and helps technicians **solve problems correctly the first time**, lowering repeat visits and travel costs. **For inspections** - Onsite inspectors can collaborate with remote inspectors or auditors to **evaluate and document asset quality** without everyone traveling to the site. - Remote inspectors can “walk the site” virtually using Remote Assist or Microsoft Teams to see what the onsite user sees. - Mixed reality photos and videos can be **stored in Microsoft Dataverse (CDS)** and integrated into business processes via **Power Automate**, helping standardize inspection documentation. **For knowledge sharing and training** - Calls can be **recorded**, and technicians can capture **snapshots** of completed work. - These assets are automatically **attached to the related Field Service work order**, so managers and colleagues can review what was done. - Recordings and captured content become **training material** that helps other technicians learn how issues were resolved in real-world scenarios. Overall, Remote Assist helps teams collaborate in real time, reduce travel, and build a reusable library of knowledge directly tied to work orders and assets.

There are a few important points to understand before planning a rollout of Dynamics 365 Remote Assist. **Availability and lifecycle** - **Dynamics 365 Guides and Remote Assist will no longer be available after December 31, 2026.** Microsoft has announced end of support, so any adoption plans should factor in this timeline. - **Dynamics 365 Remote Assist mobile was deprecated on March 25, 2025.** Existing customers can get similar capabilities through **Microsoft Teams mobile**, including spatial collaboration features. **Licensing and collaboration** - To use mixed reality collaboration with external users, **only one participant needs a license** for **Dynamics 365 Field Service, Guides, or Remote Assist**. - External users who are not part of your organization can join via **Microsoft Teams** and still collaborate using **spatial annotations**, as long as the licensing requirement above is met. - Remote Assist capabilities are also available through the **Field Service mobile app**, and calling plus annotation features are available in **Microsoft Teams**. **Medical use limitations** - Remote Assist is **intended for communication and collaboration**, not for clinical or medical use. - It is **not a medical device** and is **not designed or licensed** for: - Diagnosing diseases or conditions - Treating, curing, mitigating, or preventing disease - Serving as part of any clinical product or offering - Handling medical emergencies or emergency communications - Microsoft does **not warrant** that Remote Assist will meet any health or medical requirements. In practice, this means you can confidently use Remote Assist for industrial, field service, inspection, and training scenarios, but you should not rely on it for clinical decision-making or emergency medical workflows.