Service level agreements (SLA) for work orders

Dynamics 365 Field Service builds on the Service Level Agreement (SLA) functionality of Dynamics 365 Customer Service.

SLAs help organizations ensure work orders get the right level of attention in a timely manner.

For example, a field service organization offers an SLA to their customers. They promise that field technicians arrive within 3 hours from the time a work order is created. The organization wants a warning status displayed after 90 minutes.

To use SLAs for work orders, you enable the SLA setting, set up key performance indicators (KPIs), and then associate the SLAs to the work orders.

Prerequisites

• Knowledge of Dynamics 365 Service Level Agreements

Enable SLA functionality for Field Service

1. Sign in to Power Apps and select your environment.
2. Select Tables > All.
3. Search for and select Work Order. Then, select Properties.
4. Select Advanced options and select Setting up service level agreements.
5. Select Save. Then, select Publish.

Create SLA KPIs

SLA KPIs are performance indicators, such as First Response or Resolve by, that you'd like to track.

1. Go to the Customer Service admin center. Under Operations, select Service terms.

2. In the SLA KPIs section, select Manage. Then select New.

3. Enter the following details:

   • Name: The name of the SLA KPI.
   • Owner: The user creating the SLA is populated by default. You can specify a different owner.
   • Entity Name: Select Work Order.
   • KPI Field: Select the respective KPI field. For example, if you're creating an SLA KPI to define the time within which a technician must arrive, select Work Order Arrival Time KPI.
   • Applicable From: Select a value based on which the warning and failure time are measured. For example, if you select Created On, the warning and failure start time for an SLA are calculated from the date and time when the work order was created.

   

4. Select Save. Then, select Activate.

Create an SLA

1. Create an SLA selecting Work Order for the Primary entity.

2. Create an SLA item.

   

3. Select Save & Close. Then, select Activate.

Add the SLA to the work order form

1. In Power Apps, select Tables > All.

2. Search for and select Work Order.

3. Select Forms. Select the work order form.

4. Add the SLA field to the form. The SLA field is created when SLA functionality is enabled for the work order table.

   

5. Save the form and select Publish All Customizations.

Schedule a work order to meet an SLA

Create a work order in Field Service and select the SLA. Once a work order is associated with an SLA, the Time From Promised and Time To Promised fields appear on the work order according to the SLA, appropriate SLA Item, and business hours of the SLA. Scheduling capabilities like the schedule assistant consider these fields.