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How to add SLA KPI in Field Service?

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Posted on by Ainsley

Hello,

Does anybody know how to add SLA KPI in field service as most of the tutorials are shown with Sales and cases. With field service it seems a little different to do it.

Im able to find add SLA through solution

which gets me here

and when i add a SLA, i get this page

But I have no SLA KPIs, how can I add through field service unified interface?

Also in the field service settings I see the following, im not exactly sure what this is supposed to do, any help would be appreciated it. Thanks!

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Hi Ainsley,

Maybe you can refer following link to know more details:

Service Level Agreements (SLAs) for work orders in Dynamics 365 Field Service | Microsoft Docs

1.Go to Settings > Customizations > Work Order,Under the Communication & Collaboration header on the form, check the Enable for SLA box, as seen in the following screenshot.

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+.

Going to Settings > Customizations > Customize the System > Entities > SLA KPI Instances > 1:N relationships > New 1-to-Many Relationship,two relationships related to work order has been created, or you can create new as your need.

Then you can create sla in legacy app as document said, which can choose the arrival time KPI that is automatically available with Field Service, or select one you have created.

But in the new UCI, you need add sla kpi entity to the field service app designer.

Then create new sla kpi for the work order and select KPI field as your need, save and active it.

The SLA KPI field is a N:1 relationship between the entity selected in the entity name field and the SLA KPI Instance entity.

Now, you can select sla kpi in the sla item.

Regards,

Leah Ju

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Ainsley 90 on at

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Thanks Leah Ju ! yeah I did see this documentation. Still very much a newbie in the dynamics world, but I was more or less trying to figure out how to get all this done not in classic mode but in the unified interface. What I ended up doing was just adding all the needed tables in my solution. Work well, thanks for answering though.

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Hi Partner,

Please click Yes under "Did this answer your question?" to close this thread if the problem has been solved.

Thanks.

Regards,

Leah Ju

Please mark as verified if the answer is helpful. Welcome to join hot discussions in Dynamics 365 Forums.

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