Service level agreements (SLAs) for work orders in Dynamics 365 Field Service

Dynamics 365 Field Service is designed to use the broader Dynamics 365 Service Level Agreement (SLA) functionality.

SLAs for Field Service help you ensure work orders are getting attention and completed in a timely manner.

Consider the following scenario:

A field service organization would like to offer an SLA to their customers where field technicians must arrive at the customer's location within 3 hours from the time a work order is created. The organization would also like a warning status displayed after 90 minutes and to use the SLA timer during the scheduling process.

For more information on SLAs in a broader Dynamics 365 capacity, visit our article on the defining SLAs.

In this article, we'll walk through how to associate SLAs to Field Service work orders.

Prerequisites

Step 1: Enable SLA functionality for Field Service

  1. Go to Settings > Customizations > Work Order.

  2. Under the Communication & Collaboration header on the form, check the Enable for SLA box, as seen in the following screenshot.

Screenshot of Enable SLA on Work Order

  1. Save and publish customizations.

  2. Go to Field Service > Settings > Field Service Settings and enter the active Field Service Settings record.

  3. Next, go to the Field Service SLA Configurations tab. Here you will define the SLA KPI Instances that you would like to use for Field Service. By default, you should see an SLA related to work order arrival times, available out-of-the-box with Field Service v8.3+.

SLA KPI instances help track how often your organization meets SLAs by establishing a relationship between the SLA and work order entities. The SLA KPI instances entered in our example tell the system to update the Time from Promised and Time to Promised work order fields for scheduling, which we will discuss further on in this article.

Note

One SLA can have many SLA KPI instances.

Screenshot of Field Service SLA Configuration

You can create new SLA KPI instances by going to Settings > Customizations > Customize the System > Entities > SLA KPI Instances > 1:N relationships > New 1-to-Many Relationship.

Screenshot of Field Service SLA Configuration

Step 2. Create a new SLA

Now we are going to create a new SLA.

  1. Go to Settings > Service Management > Service Level Agreements > +New.

Screenshot of Settings > Service Management > Service Level Agreements

  1. Enter the following information:
  • Name: give the SLA a title
  • Entity: Select Work Order from the list

Screenshot of creating a new SLA for Work Order entity

  1. If appropriate, assign a business hours calendar and then Save.

Screenshot of assigning a Business Hours calendar

  1. Now we will add details to our SLA:
  • Name: enter a title for your SLA detail.
  • SLA KPI: select the SLA KPI this SLA relates to. You can choose the arrival time KPI that is automatically available with Field Service v8.3+, or select one you have created.
  • Applicable When: in our example, the SLA is applicable when the Priority field on the work order is set to High.
  • Success Criteria: we want the SLA to be considered a success when a field technician begins traveling to or arrives on site. Therefore, a work order system status of Open-In Progress would indicate this success because when a field technician changes the booking status on one of their scheduled work orders to Traveling or In Progress, the related work order system status changes to Open-In Progress, thus making the SLA a success.
    • Additionally, work orders with a system status of Open-Completed, Closed-Posted, and Closed-Canceled should be considered a success in terms of this SLA.
  • SLA Item Failure: in our example, we set this to 3 hours, which means the work order must reach a successful status (Open-In Progress, Open-Completed, Closed-Posted, Closed-Canceled) within three business hours. For more information, see the configuration considerations section in this article.
  • SLA Item Warning: set to 1.5 hours, which means the SLA status will be set to "warning" after 1.5 hours.

Screenshot of creating SLA Details on the KPI that was identified as Arrival Time related

The following screenshot shows the Field Service Mobile app that field technicians use to view and record on-site work. When a work order is scheduled to a field technician, a booking record is created. They can edit the booking status, which will update the related work order system status, which then updates the related SLA success status.

Screenshot of creating SLA Details on the KPI that was identified as Arrival Time related

  1. Select Activate on the SLA. The following screenshot shows an activated SLA.

Screenshot of activating the SLA

Step 3. Add the SLA to a work order

  1. Go to Field Service > Work Orders > select a work order record and then select Form Editor.

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

Screenshot of adding the SLA field to the WO form

  1. Save and publish form changes.

  2. Create a work order and associated to your SLA, or associate a current work order to your SLA.

Screenshot of creating a Work Order associated to your SLA

Step 4. Schedule a work order to meet SLA

Once a work order is associated with an SLA, the Time From Promised and Time To Promised fields will be populated on the work order according to the SLA, appropriate SLA Item, and business hours of the SLA. These fields will populate along with other system jobs, which may typically take up to 5 minutes.

Screenshot of Time From Promised and Time To Promised fields on the work order being updated according to the SLA

Additionally, scheduling tools like the schedule assistant and Resource Schedule Optimization consider Time From Promised and Time To Promised fields and therefore will respect the SLA.

Screenshot of Schedule Assistant parameters using Time From Promised and Time To Promised field values

Configuration considerations

  • The SLA timer and populated values for Time From Promised and Time To Promised will respect the business hours of the SLA. For example, let's say the SLA has a success parameter of 3 hours, business hours are set to Monday through Friday from 9AM to 5PM, and a work order is created at 4pm on Friday. The SLA timer and Time From Promised and Time To Promised will be set to a start of Friday at 4pm and an end of Monday at 11AM to compensate for business closure on the weekend up until 9AM the following Monday.

Additional notes

  • Multiple SLAs and multiple business hours or calendars can be created and utilized for different customers; however, a work order can only have one SLA assigned to it.
  • SLAs on work orders will overwrite existing values for Time From Promised and Time To Promised.
  • Pausing an SLA timer on the work order will update Time From Promised and Time To Promised fields when resumed.