Microsoft Dynamics® NAV 2009

Service Management

Introduction

2 of 63

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

3 of 63

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

4 of 63

Course Objectives

• To provide an overview of the Service application area.

• To instruct on how to set up, plan, manage and support service management.

5 of 63

Session 1

• Service Management Overview• Service Management Setup

6 of 63

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

7 of 63

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

8 of 63

Service Management Setup

• Role Center Setup• The Service Management Setup Window• Time Management and Planning Setup• Service Order Setup• Service Item Setup

9 of 63

Role Center Setup

Typical roles: Dispatcher Outbound technician

10 of 63

The Service Management Setup Window

Five FastTabs:GeneralMandatory FieldsDefaultsContractsNumbering

11 of 63

Time Management and Planning Setup

• Base calendar• Default service hours

Time Management

• Work-hour templates• Skill codes• Service zonesPlanning Setup

12 of 63

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

13 of 63

Service Item Setup

To manage registered service items and items generally in service orders, set up:• Service item groups• Service shelves• Loaners

14 of 63

Service Item Setup

Service item groups combine items related in terms of repair and maintenance.

Service Item Group

Contract Discount

Service ItemService Item Line

Service Line Item15 of 63

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

16 of 63

Session 2

• Service Items• Service Orders

17 of 63

Service Items

18 of 63

Service Items

• Creating service items• Troubleshooting• Service item history• Service item reports

19 of 63

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

20 of 63

Troubleshooting

• Set up troubleshooting• Assign troubleshooting to:

o Itemso Service itemso Service item groups

21 of 63

Service Item History

• Service item statistics• Service item trendscape• Service item log

22 of 63

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

23 of 63

Service Orders

• Creating service orders• Creating service item lines• Creating service lines• Creating service quotes• Service order reports

24 of 63

Service Orders

Service order header

Service item lines Service lines

25 of 63

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

26 of 63

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.

27 of 63

Session 3

• Working on Service Orders• Service Price Management

28 of 63

Working on Service Orders

• Working on service tasks• Registering service• Using standard service codes• Completing service orders• Posting service orders

29 of 63

Working on Service Orders

30 of 63

Working on Service Tasks

• Update repair status• Register fault codes• Register resolution codes• Register fault\resolution codes

31 of 63

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

32 of 63

Using Standard Service Codes

Set up standard service codes

Assign standard service

codes to service

item groups

Use the Get Std. Service Codes

function

33 of 63

Completing Service Orders

• Updating repair status and service order status• Notifying customer by e-mail• Service order statistics

34 of 63

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

35 of 63

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

36 of 63

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

37 of 63

Session 4

• Planning Management• Creating Service Contracts

38 of 63

Planning Management

• Resources and Resource Groups• Allocation• Allocation Status and Repair Status• Reports

39 of 63

Resources and Resource Groups

• Skill codes• Service zones• Adding resource capacity

40 of 63

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

41 of 63

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.

42 of 63

Reports

Dispatch Board

ReportDispatch Board

Report

Service Load Level Report

Service Load Level Report

43 of 63

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

44 of 63

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:

45 of 63

Setting Up Service Contracts

• Service contract groups• Service contract account groups• Contract templates

46 of 63

The Service Contract window

The Service Contract window consists of eight FastTabs:• General• Lines• Invoicing• Shipping• Service• Invoice Details• Price Update• Details

47 of 63

Service Contract Quotes

The service contract quote reports:

The Contract Quotes to Be Signed Report The Service

Contract Quote - Detail

Report

48 of 63

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

49 of 63

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)

50 of 63

Session 5

• Working on Service Contracts• Service Contracts – Advanced• Job Queue

51 of 63

Working on Service Contracts

• Updating Contracts• Periodic Activities• Service Contract History

52 of 63

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.

53 of 63

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

54 of 63

Service Contract History

• Filed service contract• Contract change log• Service overview• Service document registers• Contract statistics• Trendscape• Gain/loss entries

55 of 63

Service Contracts - Advanced

• Creating Multiple Service Contracts• Updating the Annual Amount of a Service

Contract• Invoicing a Service Contract Directly

56 of 63

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)

57 of 63

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

58 of 63

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.

59 of 63

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

60 of 63

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.

61 of 63

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

62 of 63

Q & A

Questions & Answers

63 of 63