Dynamics 365 Field Service : Associate a work order with a price list, service-level agreement, and entitlement

In Dynamics 365 Field Service, properly setting up a Work Order ensures accurate billing, service expectations, and entitlement tracking. Three key elements you can associate with a Work Order are the Price List, Service-Level Agreement (SLA), and Entitlement. Let’s break down what each one means and how they work together.


 1. Price List – Defining Cost and Billing

A Price List is used to determine the cost of products and services provided in a work order. It ensures your customers are charged the correct rates and helps your organization standardize pricing.

 Why it's important:

  •  Applies standard or customer-specific pricing.
  •  Drives product and service line item rates.
  •  Supports seasonal or tiered pricing models.

Example:

If your organization provides AC maintenance, the price list defines the service call charge, labor hourly rate, and any part replacement costs.

 2. Service-Level Agreement (SLA) – Managing Time Expectations

An SLA is used to define the expected response and resolution times for a work order. It helps ensure that your team delivers service within promised time frames.

 Why it's important:

  •  Tracks key service metrics like time to respond or resolve.
  •  Helps enforce commitments made to customers.
  •  Improves accountability and reporting.

Example:

A customer might have an SLA that guarantees a technician will respond within 4 hours and resolve the issue within 24 hours.

3. Entitlement – Controlling Customer Service Rights

An Entitlement outlines how much service a customer is eligible to receive. It can be based on a contract, subscription, warranty, or service plan.

 Why it's important:

  •  Determines if a work order is billable or covered.
  •  Automatically applies support hours, service calls, or units.
  •  Prevents unauthorized service delivery.

Example:

A customer may have 5 free service calls per year. If the work order exceeds that limit, it becomes chargeable.

Putting It All Together

When creating a Work Order:

  • You associate a Price List to define what the customer pays.
  •  You link an SLA to set response and resolution expectations.
  •  You connect an Entitlement to confirm if the service is covered or billable.

This association ensures streamlined operations, accurate billing, and customer satisfaction.

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