Introduction
Frequently, service-based organizations provide service contracts that entitle their customers to an allotted amount of support over a specified period. The amount of support might be a specific number of cases or a specific length of time.
Microsoft Dynamics 365 can help organizations manage, track, and enforce these allotments by providing two mechanisms for managing the level of service that a customer is entitled to:
Service-level agreements (SLAs) - Track and define what should happen when a case is opened, such as the initial response time by a support engineer or the time that it takes to resolve the case.
Entitlements - Agreements that define the level and type of support that a customer is entitled to.
While service-level agreements and entitlements are often used with Microsoft Dynamics 365 Customer Service, you can use both features to enhance your overall experience that's provided with Microsoft Dynamics 365 Field Service. From using entitlements, to dynamically applying price lists and discounts to work order products, to using a service-level agreement to ensure that technicians are arriving on time, these features can help ensure that your organization is meeting your customers' expectations.
Throughout this module, you'll learn how to set up these elements for Dynamics 365 Field Service.