Introduction

A service organization agrees to inspect a customer's air-conditioning equipment annually and perform maintenance each quarter. The customer pays a monthly service fee. The service manager needs a reliable way to create the recurring work without confusing the visit schedule with the billing schedule.

Dynamics 365 Field Service agreements hold the details that support recurring work order and invoice generation. They help turn a service commitment into records that the team can schedule, perform, and monitor.

Identify when an agreement fits

Use an agreement when the customer commitment follows a predefined pattern, such as annual inspections, quarterly maintenance, or monthly billing. One agreement can contain different service and billing patterns for the same service account.

In the heating, ventilation, and air conditioning (HVAC) scenario, the annual inspection and quarterly maintenance need different service recurrences. The monthly fee follows a separate billing recurrence. Changing the number of visits in a particular month doesn't automatically change that recurring fee.

An unexpected equipment failure is different. Create the repair work when needed rather than expecting the agreement to predict when the fault occurs. Decide whether that repair is covered by the service commitment or billed separately.

Agreements focus on predefined recurring service and billing. Asset maintenance plans also support maintenance based on actual equipment usage, rather than only fixed dates. For more information, see Asset maintenance overview (preview).

Separate service, billing, and technician bookings

An agreement brings together two kinds of setup:

• Agreement booking setup: Defines the recurring work, work order defaults, and whether technician bookings are generated automatically. Separate setups can represent the annual inspection and quarterly maintenance.
• Agreement invoice setup: Defines the recurring invoice products and billing pattern. A monthly invoice setup can support the service fee independently of the visit dates.

Despite its name, a booking setup doesn't mean that a technician is already assigned. A generated work order describes the work; a booking assigns a resource and time to carry it out.

Choose the scheduling approach deliberately:

• Direct agreement bookings: Generate bookings for a preferred resource and start time when a fixed assignment suits the recurring commitment.
• Dispatcher-managed scheduling: Generate work orders without bookings, then use the schedule board or schedule assistant to arrange the visit.
• Configured automated scheduling: Include the generated work orders in a Resource Scheduling Optimization process when the organization uses it.

What this module covers

This module explains how to:

• Create an agreement with the correct accounts, pricing, service period, and owner.
• Configure booking setups, work details, and recurrence patterns.
• Connect recurring incidents with the equipment and locations being serviced.
• Configure invoice setups independently of work order generation.
• Activate the agreement and verify the resulting dates and generated records.

The goal is more than an active agreement record. The team needs the right work orders and invoices, generated at the right time, with a clear decision about how technicians are scheduled.

For more information, see Customer agreements overview.