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Na2009 enus sm

Na2009 enus sm






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    Na2009 enus sm Na2009 enus sm Presentation Transcript

    • Microsoft Dynamics® NAV 2009 Service Management
    • Introduction2 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 Labs3 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 Queue4 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 Setup6 of 63
    • Service Management Overview The Vision for Service Management: Establish long-term relationships with the customers Improve the efficiency of service processes and placing tighter control on costs Monitor the products’ reliability Integrate the service and bookkeeping system in one database Encourage individualized service for a broad and varied group of customers Organize the resources for maximum efficiency7 of 63
    • Service Management Overview The Structure of Service Order Management Service Service Price Management Management Service Item Management Service Contract Management Planning and Dispatching Job Queue8 of 63
    • Service Management Setup • Role Center Setup • The Service Management Setup Window • Time Management and Planning Setup • Service Order Setup • Service Item Setup9 of 63
    • Role Center Setup Typical roles: Dispatcher Outbound technician10 of 63
    • The Service Management Setup Window Five FastTabs: General Mandatory Fields Defaults Contracts Numbering11 of 63
    • Time Management and Planning Setup • Base calendar Time • Default service Management hours • Work-hour Planning templates Setup • Skill codes • Service zones12 of 63
    • Service Order Setup The 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 templates13 of 63
    • Service Item Setup To manage registered service items and items generally in service orders, set up: • Service item groups • Service shelves • Loaners14 of 63
    • Service Item Setup Service item groups combine items related in terms of repair and maintenance. Service Item Group Contract Discount Service Item Service Item Line Service Line Item15 of 63
    • Session 1 Summary The basic setup performed in Microsoft Dynamics® NAV 2009 RoleTailored client: – Service management setup – Time management and planning setup – Service order setup – Service item setup16 of 63
    • Session 2 • Service Items • Service Orders17 of 63
    • Service Items18 of 63
    • Service Items • Creating service items • Troubleshooting • Service item history • Service item reports19 of 63
    • Creating Service Items • Create service items • Create service item components Manually • Copy service item components from BOMs • Create service items • Create service item components Automatically20 of 63
    • Troubleshooting • Set up troubleshooting • Assign troubleshooting to: o Items o Service items o Service item groups21 of 63
    • Service Item History • Service item statistics • Service item trendscape • Service item log22 of 63
    • Service Item Reports Service Items Service Report Item Line Service Labels Item – Report Service Resource Items Out Usage Service of Report Profit Warranty (Service Report Items) Report23 of 63
    • Service Orders • Creating service orders • Creating service item lines • Creating service lines • Creating service quotes • Service order reports24 of 63
    • Service Orders Service order header Service item Service lines lines25 of 63
    • Service Order Reports Service Order - Service Tasks Response Time Report Report Service Item Service Profit Line Labels (Resp. Centers) Report Report Service Profit (Serv. Orders) Report26 of 63
    • Session 2 Summary The 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 Management28 of 63
    • Working on Service Orders • Working on service tasks • Registering service • Using standard service codes • Completing service orders • Posting service orders29 of 63
    • Working on Service Orders30 of 63
    • Working on Service Tasks • Update repair status • Register fault codes • Register resolution codes • Register faultresolution codes31 of 63
    • Registering Service Registering Registering Spare Registering Service Costs and Parts Resource Hours Text Lines • Replacing components • Maximum labor unit • Inserting a starting fee • Replacing service price • Inserting a travel fee items • Splitting resource lines • Inserting extended • Using bin code texts • Nonstock items • Serial numbering32 of 63
    • Using Standard Service Codes Assign standard Use the Set up service Get Std. standard codes to Service service service Codes codes item function groups33 of 63
    • Completing Service Orders • Updating repair status and service order status • Notifying customer by e-mail • Service order statistics34 of 63
    • Posting Service Orders • Posting shipment o Undoing shipment o The Service-Shipment report • Posting an invoice o Using standard service codes o Creating combined invoices o Service invoice reports and batch jobs The Service - Invoice Report Batch Post Service Invoices Delete Invoiced Service Orders • Posting consumption o Undoing consumption • Combined posting options o Ship and Invoice option o Ship and Consume option35 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 included o Adjust service prices including discounts o Adjust service prices including discounts and VAT36 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 – Discounts37 of 63
    • Session 4 • Planning Management • Creating Service Contracts38 of 63
    • Planning Management • Resources and Resource Groups • Allocation • Allocation Status and Repair Status • Reports39 of 63
    • Resources and Resource Groups • Skill codes • Service zones • Adding resource capacity40 of 63
    • Allocation • Allocating resources o Directly o Using resourceresource groups availability o To all service items in a service order • Resourceresource group filtering in the Service Tasks window • Resourceresource group filtering in the Dispatch Board window • Cancelling allocations • Reallocating resources41 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
    • Reports43 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 directly44 of 63
    • Creating Service Contracts The service • The customer • The starting date of the contract contract • The service period • The response time specifies: • 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 accounts45 of 63
    • Setting Up Service Contracts • Service contract groups • Service contract account groups • Contract templates46 of 63
    • The Service Contract window The Service Contract window consists of eight FastTabs: • General • Lines • Invoicing • Shipping • Service • Invoice Details • Price Update • Details47 of 63
    • Service Contract Quotes The service contract quote reports: The Contract Quotes to Be Signed Report The Service Contract Quote - Detail Report48 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 report o The Service Contract – Customer report o The Serv. Contract – Salesperson report49 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 Queue51 of 63
    • Working on Service Contracts • Updating Contracts • Periodic Activities • Service Contract History52 of 63
    • Updating Contracts The common • Changing the owner of a service contract. transactions • Adding a contract line to a service contract. • Copying contract lines to a service contract. for managing • Updating the annual amount of a service signed service contract. contracts are: • 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 • Create Contract Invoices Five batch jobs • Create Contract Service Orders on service • Update Contract Prices contracts: • Post Prepaid Service Contract Entries • Remove Contract Lines54 of 63
    • Service Contract History • Filed service contract • Contract change log • Service overview • Service document registers • Contract statistics • Trendscape • Gain/loss entries55 of 63
    • Service Contracts - Advanced • Creating Multiple Service Contracts • Updating the Annual Amount of a Service Contract • Invoicing a Service Contract Directly56 of 63
    • Creating Multiple Service Contracts Two methods of • Manually creating service • Automatically (using contracts or contract the Copy Document quotes for service function) items registered active contracts owned by the same customer: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 amount58 of 63
    • Invoicing a Service Contract Directly You 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 For non-prepaid contracts service contracts • The next invoice • The next invoice date is the first date date is the last date of its invoice period. 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 Errors60 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 functionality62 of 63
    • Q&A Questions & Answers63 of 63