Use Case | How to automatically confirm a job is scheduled or completed in Microsoft Dynamics and Power Automate
Goal: Automatically text customers when a Work Order is scheduled or marked completed in Microsoft Dynamics, using Sinch Power Automate - so every job opens and closes with a clear, timely confirmation.
- Set clear expectations the moment a job is booked
- Close the loop automatically when a job is finished
- Reduce “did this get booked / is this done” support enquiries
- Create a consistent, branded confirmation experience
- Remove manual admin work from booking and completion steps
Customer scenario
Customer industry: Field Services
A home and commercial services company manages jobs as Work Orders in Microsoft Dynamics Field Service. While technician status updates (traveling/arrived) cover the middle of a job, the company also needed to confirm the two “bookend” moments: that a job has actually been scheduled, and that it has been completed.
Previously, confirmation of booking and completion relied on staff manually calling or emailing customers, which was inconsistent and easy to miss during busy periods. Customers were sometimes left unsure whether their request had been actioned at all.
By triggering an automatic SMS whenever a Work Order record changes to Scheduled or Completed, the company now confirms both ends of the job lifecycle without any manual step, pairing naturally with the “on the way / arrived” notifications sent in between.
Results achieved:
- Every customer receives instant confirmation once a job is booked
- Every customer receives instant confirmation once a job is finished
- Fewer enquiries asking whether a booking went through
Implementation requirements
Product setup:
- Sinch Power Automate connector authenticated
- Work Order entity configured with Scheduled and Completed status values
- SMS-enabled sender number provisioned
- Cloud Flow created and turned on in the relevant Dynamics environment
Data requirements:
- Work Order records with a valid customer mobile number
- Scheduled date/time and site address populated on the Work Order
- SMS opt-in and compliance fields captured and stored on the customer record
Workflow summary
- Trigger: Work Order status changes to “Scheduled” or “Completed”
- Audience: Customers with a valid mobile number and SMS consent, linked to the Work Order
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Message examples:
- Hi John, your appointment for Work Order WO-001245 has been scheduled for 12 Aug 2026 09:00 AM - 11:00 AM at 25 Collins St. We will notify you when your technician is on the way.
- Hi John, your Work Order WO-001245 job has been completed on 12 Aug 2026 11:42 AM. Thank you for choosing us!
- Channels: Automated SMS via Power Automate (one-way notification)
- Result: Customers get an immediate, consistent confirmation at booking and at completion, with no manual follow-up required from staff.
Key use cases and setup guide:
Confirm a job booking
- Create a new Cloud Flow in Power Automate.
- Add a Dataverse trigger (“When a row is added or modified”) scoped to the Work Order table.
- Add a condition to check whether the status field has changed to “Scheduled.”
- Add the Sinch Power Automate “Send SMS” action, mapping in the customer’s mobile number, Work Order number, scheduled date/time window, and site address.
- Save and turn on the flow, then test with a sample Work Order.
Confirm a job is completed
- In the same or a parallel Cloud Flow, add a condition to check whether the status field has changed to “Completed.”
- Add the Sinch Power Automate “Send SMS” action, mapping in the customer’s mobile number, Work Order number, and completion date/time.
- Save and turn on the flow, then test with a sample Work Order.
This results in a fully automated confirmation at both ends of the job lifecycle, with no reliance on staff remembering to notify the customer.
FAQs
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Does the confirmation include the technician’s name?
No - unlike the “on the way / arrived” messages, these two confirmations don’t include a technician name, since a technician isn’t always locked in yet at the “Scheduled” stage.
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What if the Work Order doesn’t have a mobile number on file?
No text is sent. The flow requires a valid mobile number on the customer record.