Summary
Service-level agreements and entitlements can help Field Service organizations more effectively deliver services to their customers. With entitlements, you can dynamically apply price lists and discounts to work order products to ensure that customers are receiving the pricing that they were promised. Additionally, you can define a service-level agreement to ensure that you're able to measure and meet KPIs that are related to providing service to customers around estimated arrival times and completion of work.
Throughout this module, you learned about the different elements related to entitlements and service-level agreements in Dynamics 365 Field Service, including:
How to set up products to be used with entitlements.
The process for creating an entitlement record and connecting it to work orders.
How to resolve conflicts when more than one entitlement might be applicable.
How to use service-level agreements in Dynamics 365 Field Service.
Next, you'll learn about work order scheduling tools, such as the schedule board, the schedule assistant, and Resource Scheduling Optimization.