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Microsoft Dynamics® NAV 2009
Service Management
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Introduction
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Course Description
• Target Audience: The students who want to demonstrate and set up the Service Management application area.
• Training Goal: Become proficient in Service Management.
• Process: Remote training (Live Meeting) Self-study Test Your Knowledge questions Labs
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Course Outline• The Service Management Overview• Service Management Setup• Service Items• Service Orders• Working on Service Orders• Service Price Management• Planning Management• Creating Service Contracts• Working on Service Contracts• Service Contracts – Advanced • Job Queue
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Course Objectives
• To provide an overview of the Service application area.
• To instruct on how to set up, plan, manage and support service management.
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Session 1
• Service Management Overview• Service Management Setup
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Service Management Overview
The Vision for Service Management:Establish long-term relationships with the customersImprove the efficiency of service processes and placing tighter control on costsMonitor the products’ reliabilityIntegrate the service and bookkeeping system in one databaseEncourage individualized service for a broad and varied group of customers
Organize the resources for maximum efficiency
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Service Management Overview
The Structure of Service Management
Service Order Management
Service Price Management
Service Item Management
Service Contract Management
Planning and Dispatching
Job Queue
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Service Management Setup
• Role Center Setup• The Service Management Setup Window• Time Management and Planning Setup• Service Order Setup• Service Item Setup
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Role Center Setup
Typical roles: Dispatcher Outbound technician
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The Service Management Setup Window
Five FastTabs:GeneralMandatory FieldsDefaultsContractsNumbering
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Time Management and Planning Setup
• Base calendar• Default service hours
Time Management
• Work-hour templates• Skill codes• Service zonesPlanning Setup
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Service Order SetupThe way of managing service orders determines what you have to
set up in the program.• Service order and repair status
– Assign priority to service order status– Set up repair status options– Link repair status to service order status
• Service order types• Fault reporting
– Set up fault areas– Set up symptom codes– Set up fault codes– Set up resolution codes– Import IRIS codes– Insert fault/resolution codes relationships
• Fault reason codes• Customer templates
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Service Item Setup
To manage registered service items and items generally in service orders, set up:• Service item groups• Service shelves• Loaners
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Service Item Setup
Service item groups combine items related in terms of repair and maintenance.
Service Item Group
Contract Discount
Service ItemService Item Line
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Session 1 SummaryThe basic setup performed in Microsoft Dynamics® NAV 2009
RoleTailored client:– Service management setup – Time management and planning setup – Service order setup– Service item setup
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Session 2
• Service Items• Service Orders
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Service Items
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Service Items
• Creating service items• Troubleshooting• Service item history• Service item reports
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Creating Service Items
Manually
•Create service items
•Create service item components
•Copy service item components from BOMs
Automatically
•Create service items
•Create service item components
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Troubleshooting
• Set up troubleshooting• Assign troubleshooting to:
o Itemso Service itemso Service item groups
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Service Item History
• Service item statistics• Service item trendscape• Service item log
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Service Item Reports
Service Items
Report Service Item Line
Labels Report
Service Item –
Resource Usage Report
Service Items Out
of Warranty
Report
Service Profit
(Service Items) Report
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Service Orders
• Creating service orders• Creating service item lines• Creating service lines• Creating service quotes• Service order reports
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Service Orders
Service order header
Service item lines Service lines
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Service Order Reports
• Service Profit (Serv. Orders) Report
• Service Profit (Serv. Orders) Report
• Service Item Line Labels Report
• Service Item Line Labels Report
• Service Tasks Report
• Service Tasks Report
• Service Profit (Resp. Centers) Report
• Service Profit (Resp. Centers) Report
• Service Order - Response Time Report
• Service Order - Response Time Report
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Session 2 SummaryThe main aspects of working on service items:
– Creating service items and service item components manually and automatically.
– Assigning troubleshooting guidelines to items, service items and service item groups.
– Viewing the statistics on service items.– Using the service item-specific reports.
Methods of creating service orders:– Manual (when a customer requests a service).– Automatic.– By means of converting a service quote to a service order.
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Session 3
• Working on Service Orders• Service Price Management
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Working on Service Orders
• Working on service tasks• Registering service• Using standard service codes• Completing service orders• Posting service orders
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Working on Service Orders
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Working on Service Tasks
• Update repair status• Register fault codes• Register resolution codes• Register fault\resolution codes
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Registering Service
Registering Spare Parts
• Replacing components• Replacing service
items• Using bin code• Nonstock items• Serial numbering
Registering Resource Hours
• Maximum labor unit price
• Splitting resource lines
Registering Service Costs and
Text Lines• Inserting a starting fee• Inserting a travel fee• Inserting extended
texts
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Using Standard Service Codes
Set up standard service codes
Assign standard service
codes to service
item groups
Use the Get Std. Service Codes
function
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Completing Service Orders
• Updating repair status and service order status• Notifying customer by e-mail• Service order statistics
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Posting Service Orders• Posting shipment
o Undoing shipmento The Service-Shipment report
• Posting an invoiceo Using standard service codeso Creating combined invoiceso Service invoice reports and batch jobs
The Service - Invoice ReportBatch Post Service InvoicesDelete Invoiced Service Orders
• Posting consumptiono Undoing consumption
• Combined posting optionso Ship and Invoice optiono Ship and Consume option
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Service Price Management
• Service price adjustment groups• Service price groups• Service price adjustment in detail
o Adjust service prices with no VAT, no discounts includedo Adjust service prices including discountso Adjust service prices including discounts and VAT
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Session 3 Summary• Procedures of working on service orders:
– Create service orders or quotes.– Create service lines.– Record service item lines and allocate resources to service items if necessary.– Register repair status and fault/resolution codes.– Post service orders.
• Two main parameters according to which the program adjusts prices:– VAT– Discounts
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Session 4
• Planning Management• Creating Service Contracts
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Planning Management
• Resources and Resource Groups• Allocation• Allocation Status and Repair Status• Reports
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Resources and Resource Groups
• Skill codes• Service zones• Adding resource capacity
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Allocation
• Allocating resourceso Directlyo Using resource\resource groups availabilityo To all service items in a service order
• Resource\resource group filtering in the Service Tasks window
• Resource\resource group filtering in the Dispatch Board window
• Cancelling allocations• Reallocating resources
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Allocation Status and Repair Status
The allocation status changes when:• The repair status of the service item is changed to Finished
or Partly Serviced.• A service quote is converted to a service order.
The repair status of the service item changes when:• The allocation of resources to the service item is canceled.• Another resource/resource group is reallocated to the
service item.
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Reports
Dispatch Board
ReportDispatch Board
Report
Service Load Level Report
Service Load Level Report
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Creating Service Contracts
• Setting up service contracts• The Service Contract window• Creating service contract quotes and
converting them into service contracts• Creating service contracts directly
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Creating Service Contracts
• The customer• The starting date of the contract• The service period• The response time• The bill-to customer• The invoice period• The annual amount charged• How the annual amount is calculated• Whether the contract is prepaid• The prepaid and income accounts
The service contract specifies:
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Setting Up Service Contracts
• Service contract groups• Service contract account groups• Contract templates
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The Service Contract window
The Service Contract window consists of eight FastTabs:• General• Lines• Invoicing• Shipping• Service• Invoice Details• Price Update• Details
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Service Contract Quotes
The service contract quote reports:
The Contract Quotes to Be Signed Report The Service
Contract Quote - Detail
Report
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Creating Service Contracts Directly
• Create service contracts manually• Create service contracts automatically (use
the Copy Document function)• General service contract reports:
o The Service Contract – Detail reporto The Service Contract – Customer reporto The Serv. Contract – Salesperson report
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Session 4 Summary• Allocating resources considering:
– Resource availability– Skills necessary for the task– Assignment to the customer’s service zone– Resource preference
• Ways of service contracts creation:– From a contract quote– Directly in the Service Contract window (manually or automatically)
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Session 5
• Working on Service Contracts• Service Contracts – Advanced• Job Queue
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Working on Service Contracts
• Updating Contracts• Periodic Activities• Service Contract History
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Updating Contracts
The common transactions
for managing signed service contracts are:
• Changing the owner of a service contract.• Adding a contract line to a service contract. • Copying contract lines to a service contract.• Updating the annual amount of a service
contract.• Invoicing a service contract directly. • Removing a contract line from a service contract.• Canceling a service contract.• Creating a credit memo for a service contract.
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Periodic Activities
Five batch jobs on service contracts:
• Create Contract Invoices• Create Contract Service Orders• Update Contract Prices• Post Prepaid Service Contract Entries• Remove Contract Lines
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Service Contract History
• Filed service contract• Contract change log• Service overview• Service document registers• Contract statistics• Trendscape• Gain/loss entries
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Service Contracts - Advanced
• Creating Multiple Service Contracts• Updating the Annual Amount of a Service
Contract• Invoicing a Service Contract Directly
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Creating Multiple Service Contracts
Two methods of creating service contracts or contract quotes for service items registered active contracts owned by the same customer:
• Manually• Automatically (using
the Copy Document function)
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Updating the Annual Amount of a Service Contract
Two methods to perform the update of the annual amount:
• Manually• Automatically
– Even distribution– Distribution based on profit– Distribution based on line amount
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Invoicing a Service Contract DirectlyYou invoice a service contract directly from the Service Contract
window if the work date is not earlier than the next invoice date on the contract.
For prepaid service contracts
• The next invoice date is the first date of its invoice period.
For non-prepaid service contracts
• The next invoice date is the last date of its invoice period.
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Job Queue
• Activating the Job Queue• Setting Up a Job Queue• Using the Job Queue
– Check the response time on service orders.– Send e-mails to customers.– Exclude a specific job while the job queue is
running.– Stop the job queue.
• Checking Errors
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Session 5 Summary• The main procedures performed when working on service
contracts:– Updating the contract.– Working on periodic activities.– Viewing the service contract history.
• Advanced functionality of service contracts:– Creating multiple service contracts.– Updating the annual amount of a service contract.– Invoicing a service contract directly.
• The Job Queue functionality allows the following:– Running scheduled jobs automatically at specified intervals.– Starting and stopping the job queue whenever you need.
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Course Summary• Service Management is used for improving the profitability
and productivity of customer’s service operations, the service level, response times, and reliability.
• A typical service includes the following stages:– Setup– Creating service items– Creating and working on service orders– Handling service pricing using the Service Price Management functionality– Planning– Creating and working on service contracts– Sending e-mails to customers regarding their service orders using the Job
Queue functionality
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Q & A
Questions & Answers
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