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Dynamics 365 Remote Assist user guide (for HoloLens)
Dynamics 365 Remote Assist user guide (for HoloLens)

Dynamics 365 Remote Assist user guide (for HoloLens)

Use [!includecc-microsoft] [!includepn-dyn-365-remote-assist] to connect and collaborate using hands-free video calling, mixed reality annotations, and file (image and PDF) sharing. Use your [!includepn-hololens] to call an expert who's using [!includecc-microsoft] [!includepn-teams], and then share what you see on [!includepn-hololens] to solve problems and complete tasks together, faster.

Need more help? Check out Dynamics 365 Remote Assist FAQ for answers to common questions.

Watch how-to videos about [!includepn-dyn-365-remote-assist].

What you’ll need

Need to get up to speed on [!includepn-hololens]? Get help.

Install the Dynamics 365 Remote Assist app

How you install [!includepn-dyn-365-remote-assist] depends on how your administrator chooses to distribute the app. Your admin might have you install the app from the Microsoft Store for Consumers, from your organization’s private store, through an email link, or another method.

Install the application through the Microsoft Store for Consumers

  1. On your [!includepn-hololens], go to Start Start[!includecc-microsoft] Store [!includecc-microsoft] Store, and then search for “[!includepn-dyn-365-remote-assist].”

  2. On your [!includepn-hololens], go to Start Start > All apps. Select [!includepn-remote-assist], then select it again to launch the app. [!includepn-dyn-365-remote-assist] is an immersive app with a holographic view, so it will be the only app you see while you’re using it.

If your [!includepn-hololens] is running the April 2018 Update and you're signed in with an [!includepn-azure-active-directory] ([!includepn-azure] AD) account, you'll automatically be signed in to [!includepn-dyn-365-remote-assist]. If not, use the holographic keyboard to sign in with a work or school account that has an [!includepn-office-365] Premium or Essentials subscription. Once you’re signed in, you’ll see your recent contacts.

Using the user interface or voice commands

The procedures in this user guide describe how to do tasks through the user interface or by using voice commands, when available. To use a voice command, say “[!includepn-remote-assist],” and then say the voice command. Learn more about voice commands.

[!NOTE] At this time, voice commands and speech recognition are available only in English for HoloLens 1. For HoloLens 2, voice commands are available in specific languages.

Make and receive calls

How you make a call depends on whether you're calling a contact in your company or outside your company.

Make a call to a contact in your company

  • Open the app and select a recent contact. If you don’t see the contact you want, select Search Search, and then use the holographic keyboard to enter a name or email address.

When your contact answers the call in [!includecc-microsoft] [!includepn-teams], they’ll be able to see what you see in your space—including holograms.

Make a call to a contact outside your company

You can make or receive a one-to-one call with a Teams user from another company if external access for both companies has been enabled in [!includepn-microsoft-teams]. If you're the admin for your organization, to set up external access, see Set up cross-company calling.

[!NOTE] At this time, you can't do group calling or file sharing with contacts outside your company.

To make a call to a contact outside your company:

  • Open the app, select  Search, and then use the holographic keyboard to enter the full email address of the external user. You must enter the full email address. You won't see any search results if you enter just a name or a partial email address.

[!NOTE] If you're not able to find the contact you're looking for, it might be because external access has not been enabled in [!includepn-microsoft-teams] for your company or the other company. Contact your administrator for help.

Make group calls

You can include up to 50 people in a group call. You can also switch between participants' video feeds and mute participants as needed.

Invite additional contacts to a call

  1. From the call controls, select the Open Participants button.

    Animation of selecting Open Participants

    [!TIP] Select the Open Participants button again if you want to close the pane.

  2. Select one of your recent contacts, or select Invite Someone at the bottom of the list. A list of your recent contacts will appear. If the person you'd like to call isn't on the list, enter a name or email address using the holographic keyboard, and then select a name in the search results to start the call.

    Animation of searching for a call

    [!TIP] Learn how to add additional contacts from Microsoft Teams Desktop.

Switch the displayed video feed in a group call

  1. From the call controls, select the Open Participants button.

  2. Hover over the participant whose video feed you want to switch to, and then select it. If the participant's video feed is enabled, the video will switch to their feed.

    [!TIP] You can also switch video feeds from the “participant tray” located below the video feed. Hover over the avatar to display the participant's name, and then air tap to switch video feeds.

Mute a participant in a group call

[!NOTE] You can't mute a participant in a one-to-one call.

  1. From the call controls, select the Open Participants button.

  2. Air tap the mute icon for the participant you want to mute.

[!NOTE] If you mute a participant, you won't be able to unmute them. They must unmute themselves through [!includepn-teams].

Record a call

You can record a call to a file for viewing later. This is a great way to capture a call for training or for record-keeping purposes.

You can record a call in two ways:

Record a call using the Game bar in Windows 10 PCs

  1. On a [!includepn-ms-windows-short] 10 desktop PC, join a call using [!includepn-microsoft-teams].

  2. Press Windows logo key Windows logo key + G to open the Game bar.

    Game bar

  3. Select the Start Recording button (or press Windows logo key Windows logo key + Alt + R).

    A small recording menu will appear that shows that the recording is in progress.


  4. To stop recording, select the Stop Recording button.

    The video of the recording will appear in your Videos/Captures folder.

Learn more about the Game bar.

Record a call from Teams

[!includepn-microsoft-teams] supports cloud-based call recording of group calls. Recordings are stored and shared through Microsoft Stream.

  1. Start or join the group call.

  2. To start recording, select More options (...) > Start recording.

    Start recording button

  3. To stop recording, select More options (...) > Stop recording.

    Stop recording button

    The recording is processed (which can take a while) and saved to Microsoft Stream. The person who started the recording receives an email from [!includepn-microsoft-stream] when the recording is available. It also shows up in the group chat.

Receive a call from a contact using Microsoft Teams

  • Select Video Video (or say “Video”) to accept the call as a video call or Audio Audio (or say “Audio”) to accept it as a voice-only call. To decline the call, select Ignore (or say “Ignore”).

[!NOTE] To receive calls when you’re using other apps on [!includepn-hololens], open the [!includepn-dyn-365-remote-assist] app. Then use the bloom gesture to leave [!includepn-dyn-365-remote-assist]. Go ahead and use other apps. You’ll get a notification from [!includepn-cortana] if a [!includepn-dyn-365-remote-assist] call comes in, and you’ll be able to accept or decline it using your voice.

Position the call window

You can pin your video feed in your space, or you can have it follow you around.

To pin your video feed:

  • Gaze to position the window, and then select Pin Pin (or say “Pin”). To have it follow you again, select Unpin Unpin (or say “Unpin”).

Text chat

You can text chat with the other user on the call. The chat window displays just the text messages sent during the call.

To open the chat window and enter a message:

  1. Select Show Show (or say “Show”).

  2. Select the text preview field at the bottom of the chat window. This will bring up the holographic keyboard.

  3. Do one of the following:

    • Select characters in the holographic keyboard.

    • Select Microphone Microphone, and then dictate your message. [!includepn-hololens] will convert the message into text.

    • Connect a Bluetooth keyboard directly to the [!includepn-hololens] and type your message.

  4. Select Send.

To read previous messages in the chat window:

  • Air tap and drag the chat window.

[!NOTE] If a message is sent from another user when the chat window isn’t open, you’ll receive a notification.

Screen-sharing with an expert on Microsoft Teams

When you're working with an expert on a call, the expert can share their desktop or application window with you to assist with the call. When an expert shares their desktop or running application this way, your video feed of the expert will change to a solid color. You'll still be able to use all the tools in the toolbar even though your video feed is no longer displayed.

To move, size, or close the shared window, use the controls at the top right of the shared window.

Shared-desktop controls

Collaborate and annotate

Once you’re connected to a video call, your contact will see everything you see in your space—including your holograms.

Use HoloLens gestures to draw, place arrows, and add files to your space. Your contact will see your additions, and will be able to make annotations of their own.

Add an arrow

  1. Select the Arrow tool (or say “Arrow”) during a video call.

  2. Gaze where you want to add the arrow. You'll see a silhouette of the arrow that shows where it will be placed. For example, note the faint arrow in the following screenshot:

    Ghost arrow

  3. Air tap to place the arrow.

    Arrow placed

[!NOTE] If you want to specify the direction that the arrow points, air tap and hold, and then rotate your hand to position the arrow.

Draw in your space

  1. Select the Ink tool (or say “Ink”) during a video call.

  2. Gaze where you want to draw, and then use tap and hold to draw.

  3. To finish a drawing, raise your finger back up.

Change arrow or ink color

  • Select Colors (or say “Choose colors”), and then choose the one you want.

Add an image or PDF file

Import an image or PDF file from [!includepn-onedrive-for-business] and then place it in your space. For example, add an image of a diagram to assist with the call. The people you call will be able to see the image or PDF file in the [!includepn-teams] app during a video call.

To add a file:

  1. During a video call, select [!includepn-onedrive] OneDrive (or say “OneDrive”).

  2. Find and select the file you want to add.

To move an image:

  1. Gaze at it, and then select Move (or say “Move”).

  2. Tap and hold the image and move your hand to reposition it.

To resize an image:

  1. Gaze at it, and then select Scale (or say “Scale”).

  2. Tap and hold a corner of the image, and then move your hand to make it bigger or smaller.

To navigate in a PDF file:

To Do this
Go through pages sequentially Use the arrow keys
Jump to a specific page Select the page number to bring up the holographic number pad, and then select the page you want.

Take a snapshot of your annotations

During a call, you can take a photo of your mixed reality annotations. When you take a photo, a link to the photo is automatically shared through text chat so you can easily refer to it in the call. Or you can save it for work validation or inspection records.

To take a snapshot:

  • Select Camera Camera (or say “Camera”), and then air tap (or say “Snap”) to take the photo.

The photo is saved to your [!includepn-hololens] camera roll and shared as a link in text chat.

Make changes

To erase all the arrows and drawings you’ve added during a video call:

  • Select Erase all at the top of the call window (or say “Erase all”).

To undo your most recent action, including Erase all:

  • Select Undo at the top of the call window (or say “Undo”).

Join a Teams meeting

You can join a Teams meeting directly from Dynamics 365 Remote Assist. This is useful for maintenance and repairs that are scheduled in advance. It's also useful for inspections and other recurring scenarios.

To join a call:

  • Select the Join Meeting button below the Contacts screen. The Join Meeting button appears if the meeting is happening now or sometime in the next 30 minutes.

    Join meeting

Use voice commands and gaze

In many cases, you can use voice commands and gaze instead of gestures. Some voice commands are contextual, so they only work in particular areas of the user interface. Note that at this time, voice commands and speech recognition are available only in English for HoloLens 1 and in specific languages for HoloLens 2.

[!IMPORTANT] To use a voice command, say “[!includepn-remote-assist],” and then say one of the voice commands in the following table. For example, say "[!includepn-remote-assist], Move" to enter Move mode for a slate (window). You can also gaze at any button and say “[!includepn-remote-assist], Select” to select that button.

Voice command Description
Sign out Sign out of [!includepn-dyn-365-remote-assist].
Up Go up.
Previous Go to previous page.
Next Go to next menu.
Back Go to previous menu.
Undo Undo the previous action.
Pin and unpin video feed
Pin Pin the video feed in your space so it doesn’t follow you around.
Unpin Unpin the video feed in your space so it follows you around.
Call management
Call Call a contact.
Hang up End the call.
Audio Answer an incoming call with audio only.
Video Answer an incoming call with video.
Ignore Decline an incoming call.
Start video Turn on the video for a call.
Stop video Turn off the video in a call.
Mute Mute the call audio.
Unmute Unmute the call audio.
Search If used in the Contacts window, brings up the Search window to search for a contact.
Next If used in the Contacts window, brings up the next contact in the list.
Previous If used in the Contacts window, brings up the previous contact in the list.
Show Show the text chat window.
Hide Hide the text chat window.
Arrow Select the Arrow tool to place an arrow in your space.
Ink Select the Ink tool to draw on the walls and surfaces of your space.
Move Select the Move tool to move an object.
Scale Select the Scale tool to resize an object.
Camera Select the Camera tool to take a picture of your space.
Snap Take a picture when the Camera tool is open.
Colors Pick a color.
Blue Pick the blue color.
Gray Pick the gray color.
Green Pick the green color.
Red Pick the red color.
Yellow Pick the yellow color.
Erase all Remove all visual elements from your space.
Slate (window) management
Move Enter Move mode.
Select slate After entering Move mode, gaze at the slate you want to move, and then say "Select slate". The slate will start following your gaze.
Accept After entering Move mode and selecting a slate, place the slate where you are currently gazing by saying "Accept".
Cancel Stops a currently selected slate from following your gaze and returns it to its original position before you started moving it.
Scale Enter Scale mode to resize the slate.

Or, you can gaze to select the Scale tool, and then say "Select" to enter Scale mode.
Bigger or Smaller Make the window bigger or smaller after entering Scale mode. Repeat the "Bigger" or "Smaller" command until the window is the size you want.
Reset While gazing at a slate that has recently been moved, saying "Reset" will return the slate to its original position.
[!includepn-onedrive] Open [!includepn-onedrive] at the root folder to insert a file.
Close Close [!includepn-onedrive].
Next Go to next page in [!includepn-onedrive].
Previous Go to previous page in [!includepn-onedrive].
Settings Go to Settings page.

Use the Narrator to announce incoming calls

You can turn on the Narrator if you want to take advantage of voice narration for incoming calls. When you turn on incoming call narration, in addition to displaying the incoming caller's name, the caller's name is announced. You can then say "video," "audio," or "ignore" to respond to the incoming call.

To turn on the Narrator for incoming calls:

  • Go to Settings, and then select the On button for the Narrator.

    Open Narrator

Use Dynamics 365 Remote Assist to get help in another HoloLens app

Having trouble in another [!includepn-hololens] app? Use [!includepn-dyn-365-remote-assist] to show an expert what’s happening and get some help.

Here’s how:

  1. Open an app on your [!includepn-hololens].

  2. Use the bloom gesture to leave the 3D view, but don’t close the app launcher.

  3. Start [!includepn-dyn-365-remote-assist] and call your contact.

  4. Once the video call is connected, use the bloom gesture to leave [!includepn-dyn-365-remote-assist]. Your call will remain connected.

  5. Select the live cube of the app you need help with. Once the app has launched, your contact will be able to see its content and give you guidance.

[!NOTE] When you’re done getting help from your contact, make sure to go back to [!includepn-dyn-365-remote-assist] and disconnect the call. Until you do that, the call will stay connected and your contact will see and hear what’s happening on your [!includepn-hololens].

Use Dynamics 365 Field Service from Dynamics 365 Remote Assist

If your organization uses Dynamics 365 Field Service to manage field service work orders, you (the first-line worker) can view [!includepn-dyn-365-field-service] bookings from [!includepn-dyn-365-remote-assist] and call the expert listed in the Support Contact field. This enables you to do heads-up, hands-free calling through [!includepn-hololens] in the context of a [!includepn-dyn-365-field-service] booking.

[!NOTE] For information on setting up and troubleshooting [!includepn-dyn-365-field-service] integration if you're an admin, see Integrate Dyanmics 365 Field Service. Note that a Dynamics 365 license is required to view [!includepn-dyn-365-field-service] bookings from [!includepn-dyn-365-remote-assist].

View a Dynamics 365 Field Service booking and call an expert from Dynamics 365 Remote Assist

  1. In the Contacts menu, select [!includepn-dyn-365] Dynamics 365 to open the Booking pane. (Select [!includepn-dyn-365] Dynamics 365 again to close the Booking pane.)

    The Recent Contacts screen will appear with a Booking pane to the right.

    [!NOTE] Only bookings with the “In Progress” status are listed.

  2. In the Booking pane, select the resource (expert).

    Select the resource (expert

  3. In the filtered contacts list, select the tile for the expert. If you don’t see the contact you’re looking for, select Search to bring up the holographic keyboard.

    When you select a contact, you’ll see the following screen.

    Select a contact

    [!NOTE] Booking information is blurred out when you’re in a video call, but remains visible during an audio-only call.

Open a Power BI dashboard from a Dynamics 365 Field Service booking

Modify the default booking view

To modify the default view of information in the Booking pane, edit the view as you would any Dynamics 365 view.

See also

Set up and use Microsoft Teams with Dynamics 365 Remote Assist
How-to videos

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