Service-based businesses often rely on long-term contracts or maintenance plans to deliver recurring or scheduled services. In Microsoft Dynamics 365 Field Service, this need is addressed through Service Agreements and Booking Setups.
Configuring these features allows organizations to automate service delivery, improve SLA compliance, and reduce manual scheduling effort.

What Are Service Agreements?

A Service Agreement is a contract that outlines the recurring services to be provided to a customer over a specific period of time. It can include multiple billing periods, pricing terms, and frequencies of service.

Service Agreements help automate work order creation and ensure that your field team delivers scheduled services consistently based on predefined conditions.

Why Use Service Agreements?

• Standardize recurring service delivery (e.g., preventive maintenance, inspections).
• Automate generation of work orders and bookings.
• Track contractual obligations and service coverage.
• Align with billing cycles, SLAs, and service frequencies.

Key Components of a Service Agreement

• Customer Account: The client receiving the service.
• Start and End Dates: Duration of the agreement.
• Billing Account: Entity to be invoiced for the services.
• Service Agreement Lines: Define the types of services to be delivered.
• Booking Setup Metadata: Determines how and when work orders will be generated from the agreement.
• Price List: Defines service pricing during the agreement period.

Step-by-Step: Configuring a Service Agreement

1. Create a Service Agreement

Go to Field Service > Service Agreements. Click + New and fill in:

• Name: Agreement title (e.g., “Quarterly HVAC Maintenance – ABC Corp”)
• Customer: Link the agreement to a service account
• Price List: Choose an applicable price list
• Start/End Date: Define the duration
• Billing Account: Optional — can differ from the customer account

2. Add Service Agreement Lines

Each line represents a specific service to be performed (e.g., AC Inspection, Fire Alarm Testing). Define:

• Service Task or Incident Type
• Billing method (per visit, per agreement, fixed)
• Quantity and estimated duration

What Is Booking Setup Metadata?

Booking Setup Metadata determines how often and when the system will automatically generate work orders based on the agreement.
It defines the frequency, date range booking window, and time preferences for service delivery.

Step-by-Step: Configuring Booking Setup Metadata

1. Add Booking Setup Metadata

After saving the agreement, go to the related tab and click Booking Setup Metadata. Click + New and configure:

• Recurrence Pattern: Daily, Weekly, Monthly, Custom
• Booking Start Window: Defines the earliest and latest time a booking can occur
• Booking Recurrence Start Date: The first date a booking should be created
• Duration & Time Preferences: How long each visit should take and any time-of-day preferences
• Work Order Type: Type of work order to generate

2. Auto-generate Work Orders

When booking setup metadata is saved and the agreement is active, Dynamics 365 will auto-generate work orders at the configured schedule.
You can review and manually approve these, or allow them to be automatically scheduled if RSO (Resource Scheduling Optimization) is enabled.

Example: Quarterly Maintenance Agreement

• Customer: XYZ Manufacturing
• Service: HVAC Preventive Maintenance
• Start Date: Jan 1, 2025
• End Date: Dec 31, 2025
• Recurrence: Every 3 months
• Booking Duration: 2 hours per visit

Dynamics will generate four work orders — one for each quarter — and optionally assign them based on resource availability and skills.

Best Practices

• Use clear naming conventions for agreements and booking setups.
• Ensure skills and roles are configured so correct technicians are assigned.
• Leverage SLA templates with service agreements to track performance.
• Review generated work orders regularly and adjust recurrence patterns as needed.
• Use agreement templates for frequently sold service contracts.

Conclusion

Configuring Service Agreements and Booking Setups in Dynamics 365 Field Service allows organizations to streamline recurring services, ensure SLA compliance, and automate scheduling.
With flexible options for billing, recurrence, and resource preferences, businesses can tailor service contracts to meet both operational and customer expectations.
Properly leveraging these features leads to consistent service delivery, better resource utilization, and improved customer retention.