Customer Service

Service Level Agreement (SLA) Management in FieldConnect built on Dynamics 365 helps organisations set, track, and meet response and resolution time commitments—ensuring consistent, high-quality service that builds trust and meets customer expectations. 

Why SLA Management Matters for Your Organisation: 

• Clear Performance Commitments: Define and enforce response and resolution targets based on customer type, issue severity, or contract terms—ensuring service accountability. 

• Real-Time SLA Tracking: Monitor SLA timelines directly within cases, with automated countdowns, status indicators, and alerts for approaching or breached deadlines. 

• Improved Customer Trust: Meet agreed-upon service timelines consistently, helping build credibility and long-term customer confidence. 

• Proactive Escalations: Automatically trigger alerts or escalate cases when SLA thresholds are at risk—so issues are addressed before they become breaches. 

• Data-Driven Service Optimization: Analyse SLA performance trends to identify bottlenecks, adjust resources, and improve team efficiency. 

• Aligned Service Across Teams: Keep internal teams aligned and focused on time-sensitive priorities with shared visibility into SLA obligations and deadlines. 

With SLA Management in Dynamics 365, your business delivers on its promises—ensuring fast, consistent service that strengthens relationships and supports long-term growth.