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    Na2009 enus sm_in Na2009 enus sm_in Document Transcript

    • MICROSOFT DYNAMICS NAV 2009COURSE 50224: SERVICE MANAGEMENT INSTRUCTOR NOTES
    • Last Revision: May 2009SpeedTeach cannot guarantee the accuracy of any information presented after the date of publication of thisdocument. This document is for informational purposes only. SpeedTeach makes no warranties, as to the information of thisdocument. Neither SpeedTeach a/s nor its affiliates are responsible for direct, incidental, considerable, indirect orrelated damages that result from using this document. Complying with all applicable copyright laws is the responsibility of the user. Without limiting the rights undercopyright, no part of this document may be reproduced, stored in or introduced into a retrieval system, ortransmitted in any form or by any means (electronic, mechanical, photocopying, recording, or otherwise), or for anypurpose, without the express written permission of SpeedTeach.SpeedTeach may have patents, patent applications, trademarks, copyrights, or other intellectual property rightscovering subject matter in this document. Except as expressly provided in any written license agreement fromSpeedTeach, the furnishing of this document does not give you any license to these patents, trademarks, copyrights,or other intellectual property.
    • Contents and Timeline ChartStart the Class 1Chapter 1: Service Management Overview 3Chapter 2: Service Management Setup 4Chapter 3: Service Items 7Chapter 4: Service Orders 9Chapter 5: Working on Service Orders 11Chapter 6: Service Price Management 15Chapter 7: Planning Management 17Chapter 8: Creating Service Contracts 20Chapter 9: Working on Service Contracts 22Chapter 10: Service Contracts - Advanced 25Chapter 11: Job Queue 27Conclusion 29 ** Intended for Instructor Preparation Only **
    • Service Management in Microsoft Dynamics NAV 2009TimelineSession Total Class Presentation: 14,5 hours Chapter Description Minutes to Complete Page Chapter Number1 Introduction Presentation: 5 minutes 1 Chapter 1: Service Management Presentation: 20 minutes 3 Overview Chapter 2: Service Management Setup Presentation: 120 minutes 42 Chapter 3: Service Items Presentation: 120 minutes 7 Chapter 4: Service Orders Presentation: 60 minutes 93 Chapter 5: Working on Service Orders Presentation: 120 minutes 11 Chapter 6: Service Price Management Presentation: 60 minutes 154 Chapter 7: Planning Management Presentation: 90 minutes 17 Chapter 8: Creating Service Contracts Presentation: 60 minutes 205 Chapter 9: Working on Service Presentation: 120 minutes 22 Contracts Chapter 10: Service Contracts – Presentation: 60 minutes 25 Advanced Chapter 11: Job Queue Presentation: 30 minutes 37 Conclusion Presentation: 5 minutes 29 ** Intended for Instructor Preparation Only **
    • Instructor NotesSTART THE CLASS Timeline Presentation: 5 minutes Required Materials Microsoft Dynamics® NAV 2009 Service Management slide deck Microsoft Dynamics® NAV 2009 Service Management ManualBefore the Class If using the Cronus database, ensure you have a clean database installed. A clean database is required for the exercises to work correctly.Opening Section Display Microsoft Dynamics NAV 2009 Service Management slide 1 as students come into the room. Display slide 2. Do the introduction. Display slide 3. Give a general description about the course: the target audience, training goal, and the process. Display slide 4. Give a course outline, discussing what will be covered. Display slide 5. Give the main course objectives. Briefly have students write down their objectives on page 9 in the manual. ** Intended for Instructor Preparation Only ** Page 1
    • Service Management in Microsoft Dynamics NAV 2009 Ask students if they have any learning objectives not highlighted on the slide. If students voice objectives that are outside the scope of the class, decide whether these objectives are relevant and compose the general list of student’s objectives on a flip chart. During the course review, you can return to the list of learning objectives to ensure that all of them are met. Explain that throughout the training, multiple scenarios are to be used to demonstrate the principles the students need to learn. It is recommended that you walk through these scenarios on screen and have the students perform the scenarios at the same time on their computers. Each session of the presentation begins with a Microsoft® PowerPoint® slide containing the names of the chapters included in the session. Each session can contain two to four chapters.Page 2 ** Intended for Instructor Preparation Only **
    • Instructor NotesCHAPTER 1: SERVICE MANAGEMENT OVERVIEW Chapter Overview The goals of this chapter are to: Observe the trend towards service-oriented business. Introduce the two groups of service-oriented applications. List the benefits of the Service Management application area for Microsoft Dynamics NAV 2009. Present the structure of Service Management. Give a number of useful references. Timeline Presentation: 20 minutesHow to Teach this Chapter Display slide 6: Session 1 Discuss the objectives of this session. Service Management Overview Display slide 7: Service Management Overview Give a general vision for the Service Management application area in Microsoft Dynamics NAV 2009: Explain what Service Management provides customer with. Point out how Service Management can be useful. Display slide 8: Service Management Overview Give the structure of Service Management by presenting the granules the application area consists of. ** Intended for Instructor Preparation Only ** Page 3
    • Service Management in Microsoft Dynamics NAV 2009CHAPTER 2: SERVICE MANAGEMENT SETUP Chapter Overview The goals of this chapter are to: Set up Service Management. Set up default service hours. Create work-hour templates. Define service zones and skill codes. Define service order and repair status. Set up fault reporting codes. Set up service item groups, loaners and shelves. Timeline Presentation: 120 minutesHow to Teach this Chapter Display slide 9: Service Management Setup List the topics discussed in this chapter. Role Center Setup Display slide 10: Role Center Setup Give an insight into the RoleTailored client in Microsoft Dynamic NAV 2009. Point out typical roles used for the Service Management application area. Note to instructor: Together with students, perform the setup for Dispatcher. The Service Management Setup Window Display slide 11: The Service Management Setup Window Introduce the five FastTabs in the window. Note to instructor: Highlight the usage of the main fields each FastTab contains. Time Management and Planning Setup Display slide 12: Time Management and Planning SetupPage 4 ** Intended for Instructor Preparation Only **
    • Instructor Notes Specify what needs to be set up to plan and manage time when dealing with service tasks. Explain how the work-hour templates, skill codes and service zones are used, and then describe the setup of each of them.Service Order SetupDisplay slide 13: Service Order SetupExplain how to manage service orders and determine what the students have toset up in the program: Point out what needs to be set up for service orders to function properly. Explain how service order and repair status work in the program. Explain how to set up and assign priority to service order status. Explain how a repair status can be linked to a particular service order status.Present the concept of service order types and the ways they can be employed.Introduce the students to the fault reporting system including: What types of fault reporting codes exist. How fault codes can be used as part of the procedure for identifying service item faults. How IRIS codes can be imported. How the Fault/Resolution Codes Relationships window is used.Explain how the fault reason codes are used and show how to set up new faultreason codes.Present the concept of customer templates: Give a brief overview on registering customers in the program and show how customer templates are applicable in the program. Demonstrate how to set up a new customer template.Service Item SetupDisplay slide 14: Service Item SetupExplain what needs to be set up to manage registered service items and itemsgenerally in service orders.Display slide 15: Service Item SetupExplain the purpose of grouping the items and the criteria according to whichservice items can be bound together.Go back to slide 14 and describe how service shelves and loaners are set up. ** Intended for Instructor Preparation Only ** Page 5
    • Service Management in Microsoft Dynamics NAV 2009 Note to instructor: This is the end of session 1. Display slide 16: Session 1 Summary. Review the key concepts. You can ask students to describe what was covered for each bullet point. Lab 2.1 - Establishing Rules for Service Orders and Service Contracts Suggest that students perform Lab 2.1 from the training manual. Give approximately 15 minutes for this task. Provide assistance if requested. Test Your Knowledge As a home assignment for this chapter, suggest that students perform Lab 2.2 from the training manual, answer the questions from the “Test Your Knowledge” section of chapter 2 and check their answers in the “Solutions” section of that same chapter.Page 6 ** Intended for Instructor Preparation Only **
    • Instructor NotesCHAPTER 3: SERVICE ITEMS Chapter Overview The goals of this chapter are to: Explain how to create service items. Examine troubleshooting. Give an overview of service item history. Introduce service item reports. Timeline Presentation: 120 minutesHow to Teach this Chapter Display slide 17: Session 2 Discuss the objectives of this session. Display slide 18: Service Items Provide the definition of a service item and specify how it relates to an item and a customer in the program. Give a brief overview of the relationships among different windows. Display slide 19: Service Items List the topics discussed in this chapter. Creating Service Items Display slide 20: Creating Service Items Explain how to create service items manually: Mention how the default contract value and cost for the service item are calculated. Give information on warranty discounts, preferred resources and resource skills. Show which steps to take to create service item components manually, as well as to copy service item components from BOMs. Explain how to create service items automatically: Specify when service items are created automatically. Demonstrate how to create service items when you ship items on sales orders. ** Intended for Instructor Preparation Only ** Page 7
    • Service Management in Microsoft Dynamics NAV 2009 Mention what needs to be done for service item components to be created automatically. Describe the procedure for setting up BOM subcomponents. Demonstrate how to create service item components automatically when shipping items. Troubleshooting Display slide 21: Troubleshooting Explain how troubleshooting guidelines can be helpful when performing service. Describe how the program searches for troubleshooting guidelines. Cover the procedures of setting up and assigning troubleshooting guidelines to items, service items, and service item groups. Service Item History Display slide 22: Service Item History Describe each of the following three windows and compare the information obtained from these windows: Service Item Statistics Service Item Trendscape Service Item Log Service Item Reports Display slide 23: Service item Reports Show what reports are available in the Service Management application area to view and print information covering service items. Give a general description of each. Lab 3.4 - Registering a Service Item Suggest that students perform Lab 3.4 from the training manual. Give approximately 15 minutes for this task. Provide assistance if requested. Test Your Knowledge As a home assignment for this chapter, suggest that students perform Lab 3.1, 3.2, 3.3 and 3.5 from the training manual. Suggest that students answer the questions from the “Test Your Knowledge” section of chapter 3 and check their answers in the “Solutions” section of that same chapter.Page 8 ** Intended for Instructor Preparation Only **
    • Instructor NotesCHAPTER 4: SERVICE ORDERS Chapter Overview The goals of this chapter are to: Introduce how service orders are treated in the program. Learn how to create service orders and service quotes. Introduce service order reports. Timeline Presentation: 60 minutesHow to Teach this Chapter Display slide 24: Service Orders List the topics discussed in this chapter. Display slide 25: Service Orders List the steps in the procedure for creating service orders. Creating Service Orders Show how to set up customer notification. Give the reason why one might need to create a customer, and explain how to create customers within service orders. Provide the information on using the Customer Service History FactBox. Creating Service Item Lines Explain what the service item lines are created for. Demonstrate how to create service item lines in a service order/quote. Describe the procedure of creating and registering new service items within service orders. Explain how the Response Time field is used and how to treat its value. Show how the Ship-to Code field is used and how to register a ship- to code for a service order line which is different from the ship-to code on the header. Describe how troubleshooting guidelines can be viewed from the Service Order window. ** Intended for Instructor Preparation Only ** Page 9
    • Service Management in Microsoft Dynamics NAV 2009 Note to instructor: Review the principles of assigning troubleshooting guidelines. Describe the procedure for lending and receiving loaners. Additionally, inform students about how comments are registered on lent loaners. Explain how the students can access additional information on the service item using the Service Item Line Details FactBox. Creating Service Lines Explain how to register service performed on the order including: Spare parts Resource hours General costs G/L account payments Creating Service Quotes Compare a service quote with a service order. Describe the procedure for creating a service quote. Explain how to convert a service quote to a service order. Service Order Reports Display slide 26: Service Order Reports List all order-specific reports and provide a general description of each report. Lab 4.1 - Creating a Service Order Suggest that students perform Lab 4.1 from the training manual. Give approximately 15 minutes for this task. Provide assistance if requested. Test Your Knowledge As a home assignment for this chapter, suggest that students perform Lab 4.2 and 4.3 from the training manual. Remind the students to answer the questions from the “Test Your Knowledge” section of chapter 4 and check their answers in the “Solutions” section of that same chapter. Display slide 27: Session 2 Summary Note to instructor: This is the end of session two. Summarize the key points.Page 10 ** Intended for Instructor Preparation Only **
    • Instructor NotesCHAPTER 5: WORKING ON SERVICE ORDERS Chapter Overview The goals of this chapter are to: Demonstrate how to use service orders when repairing and maintaining service items. Show how to register: o Fault/resolution codes o Spare parts o Resource hours o Service costs and text lines Demonstrate how to use standard service codes. Explain the procedures for completing service orders. Timeline Presentation: 120 minutesHow to Teach this Chapter Display slide 28: Session 3 Discuss the objectives of this session. Display slide 29: Working on Service Orders Outline the topics discussed in this chapter. Display slide 30: Working on Service Orders Comment on the relationship between order-related components. Working on Service Tasks Display slide 31: Working on Service Tasks Describe the Service Tasks window and introduce the options available when working on service tasks. Discuss the repair status update: Explain which repair statuses the program uses. Describe the procedure for updating the repair status. Demonstrate the concept of fault codes: Show how to use fault codes. Explain the procedure for registering fault codes in the program. Demonstrate the concept of resolution codes: ** Intended for Instructor Preparation Only ** Page 11
    • Service Management in Microsoft Dynamics NAV 2009 Describe how to access the Resolution Codes window and explain why a resolution code can be used. Give an overview of faultresolution codes: Show how to combine fault and resolution codes using fault/resolution codes relationships. Lab 5.1 - Fault Reporting and Changing Repair Status Suggest that students perform Lab 5.1 from the training manual. Give approximately 10 minutes for this task. Provide assistance if requested. Registering Service Display slide 32: Registering Service Describe the procedure for registering spare parts: Show how to access the Service Item Worksheet window to register the use of spare parts. Explain how to replace a service item component. Point out how this procedure differs from that for creating a new component. Describe how to replace a service item. Emphasize what needs to be done if a service item contains components. Explain when to use bin codes and how to enable the Bin Code field. Show what to do to use the appropriate bin code for registering spare parts. Describe how to enter a nonstock item as a spare part on a service invoice line. Explain when to enter a serial number. Lab 5.2 - Creating Service Lines Including Spare Parts and Replace Components Suggest that students perform Lab 5.2 from the training manual. Give approximately 20 minutes for this task. Provide assistance if requested. Describe the procedure for registering resource hours: Describe how to record resource hours in the Service Item Worksheet window. Explain how to set a maximum unit price for a resource. Explain when to split a resource line. Describe the procedure of splitting resource lines in the Service Invoice Lines window. Describe the procedure for registering service costs and text lines: Explain what service costs imply and what information can be set up for each cost code. Describe how to set up cost codes in the Service Costs window.Page 12 ** Intended for Instructor Preparation Only **
    • Instructor Notes Show how to register an alternative cost for the servicing of specific service items in the Service Item Worksheet window.Note to instructor: Emphasize that the same procedure can be applied to registerthe cost in the Service Lines window if the service order requires a service belinked to one or more service items. Explain how to insert a starting fee and a travel fee for servicing specific service items. Describe the alternative costs registration procedure for general service orders in the Service Lines window. Explain how to register a starting fee and a travel fee for the whole service order. Mention the need to supply additional information registering service lines and describe the procedure for registering text lines in the Service Item Worksheet window.Note to instructor: Show what is done to get the same effect in the ServiceLines window. Briefly show how to register a service line of the G/L Account type to add a fee to the service order.Using Standard Service CodesDisplay slide 33: Using Standard Service Codes Provide the concept of the Standard Service Codes functionality. Explain what standard service codes are used for and show how to set them up. Point out the option of assigning standard service codes to service item groups. Explain how to insert the standard lines linked to the standard service codes on service documents by using the Get Std. Service Codes function.Completing Service OrdersDisplay slide 34: Completing Service Orders Explain how the status of a service order changes when the service items on its lines are completely serviced. Show how to view a list of service order changes the program logged. Explain how the program can be set up to send e-mail messages automatically notifying customers when their service order is completed. Emphasize how to use the Service E-Mail Queue window. Mention where to view the e-mail messages the program created. Define the procedure for sending e-mail notifications manually. ** Intended for Instructor Preparation Only ** Page 13
    • Service Management in Microsoft Dynamics NAV 2009 Describe which information can be obtained in the Service Order Statistics window. Posting Service Orders Display slide 35: Posting Service Orders List the four possibilities of the posting functionality. Describe the posting procedure. Emphasize the capability of partial posting. Emphasize running the Post ShipmentUndo Shipment functions. Explain how to print all or selected shipments after they are posted. Emphasize the invoice posting procedure. Emphasize the possibility of posting service invoices manually using standard service codes. Describe the usage of the Get Shipment Lines function. Explain what can be printed with the Service – Invoice report. State the advantage of using the Batch Post Service Invoices batch job. Explain how to delete invoiced orders that were not deleted. Describe the procedure of posting the items, resource hours and/or costs used for a specific service operation for which the user will not charge the customer. Emphasize the case when it is not possible to post consumption. Show how to cancel the consumption on the service order. Emphasize the two combined posting options. Test Your Knowledge As a home assignment for this chapter, suggest that students perform Lab 5.3, 5.4, 5.5, 5.6 and 5.7 from the training manual. Remind the students to answer the questions from the “Test Your Knowledge” section of chapter 5 and check their answers in the “Solutions” section of that same chapter.Page 14 ** Intended for Instructor Preparation Only **
    • Instructor NotesCHAPTER 6: SERVICE PRICE MANAGEMENT Chapter Overview The goals of this chapter are to: Show how to set up service pricing. Show how to use price calculation structures. Explore what program tools exist for keeping track of the profitability of each serviced price group. Timeline Presentation: 60 minutesHow to Teach this Chapter Display slide 36: Service Price Management Outline the topics discussed in this chapter. State the practical importance of the service price management functionality. Service Price Adjustment Groups Explain what service price adjustment groups do and where they are applied. Describe the procedure of setting up service price adjustment groups. Lab 6.1 - Setting Up Service Price Adjustment Groups Suggest that students perform Lab 6.1 from the training manual. Give approximately 10 minutes for this task. Provide assistance if requested. Service Price Groups Describe what purposes service price groups fulfill and note what objects they are applied to. Explain what preliminary actions are required. Describe the procedure of setting up service price groups. Service Price Adjustment in Detail Explain how the program calculates the total amount of the adjustments depending on the type of service price adjustment. Emphasize the two main parameters that play a role in the service price adjustment process. Demonstrate how to adjust service prices with no VAT and no discounts included. Demonstrate how to adjust service prices including discounts. ** Intended for Instructor Preparation Only ** Page 15
    • Service Management in Microsoft Dynamics NAV 2009 Demonstrate how to adjust service prices including discounts and VAT. Explain what the Serv. Pricing Profitability report prints. Test Your Knowledge As a home assignment for this chapter, suggest that students perform Lab 6.2 and 6.3 from the training manual. Remind the students to answer the questions from the “Test Your Knowledge” section of chapter 6 and check their answers in the “Solutions” section of that same chapter. Display slide 37: Session 3 Summary Note to instructor: This is the end of session three. Summarize the key points.Page 16 ** Intended for Instructor Preparation Only **
    • Instructor NotesCHAPTER 7: PLANNING MANAGEMENT Chapter Overview The goals of this chapter are to: Learn how to handle resources and resource groups. Show how the system of resource allocation works. Introduce filtering methods in the Service Tasks and Dispatch Board windows. Show how to cancel allocation or reallocate resources. View and change the allocation status and repair status. Use the Dispatch Board and Service Load Level reports. Timeline Presentation: 90 minutesHow to Teach this Chapter Display slide 38: Session 4 Discuss the objectives of this session. Display slide 39: Planning Management Outline the topics discussed in this chapter. Describe the principles associated with the allocation resources. Resources and Resource Groups Display slide 40: Resources and Resource Groups Explain how specific resources or resource groups can be allocated to specific service tasks. Explain when skill codes are required and what benefits they provide. Describe how to set up new skill codes for: o Service item groups o Items o Service items o Resources Show how to assign customers and resources to service zones. Describe the procedure of allocating resources to service tasks based on the availability of those resources. ** Intended for Instructor Preparation Only ** Page 17
    • Service Management in Microsoft Dynamics NAV 2009 Allocation Display slide 41: Allocation List what a service order allocation entry consists of. Explain how the program updates the allocation status information. Describe how to allocate resources directly. Point out what status change occurs when the procedure is completed. Explain how to make use of resource/resource group availability for allocating resources or resource groups. Introduce the Allocate to All Service Items function. Describe how to perform resource/resource group filtering in the Service Task window and what type of information is obtained from this window. Compare the Service Task window with the Dispatch Board window. Define the procedure for canceling allocations and then explain how to reallocate resources using the Resource Allocations window. Lab 7.2 - Allocating and Reallocating Resources Suggest that students perform Lab 7.2 from the training manual. Give approximately 15 minutes for this task. Provide assistance if requested. Allocation Status and Repair Status Display slide 42: Allocation Status and Repair Status Explain where allocation and repair statuses are applicable in the Service Management application area. Describe how the program responds to the status change of a service item on a service item line. Define the procedure for converting service quotes to service orders and its impact on allocation entries. Describe how canceling allocations or reallocating resources impact the allocation and repair status. Explain what happens when a resource or a resource group is reallocated. Explain how to find a service task if the allocation or repair status is known. Show how to use the Dispatch Board and the Service Tasks windows for this purpose. Reports Display slide 43: Reports Provide an overview of the reports used in the Service Management application area to show service orders, service tasks and service load levels.Page 18 ** Intended for Instructor Preparation Only **
    • Instructor NotesTest Your KnowledgeAs a home assignment for this chapter, suggest that students perform Lab 7.1, 7.3and 7.4. Remind the students to answer the questions from the “Test YourKnowledge” section of chapter 7 and check their answers in the “Solutions”section of that same chapter. ** Intended for Instructor Preparation Only ** Page 19
    • Service Management in Microsoft Dynamics NAV 2009CHAPTER 8: CREATING SERVICE CONTRACTS Chapter Overview The goals of this chapter are to: Describe the structure of a service contract. Demonstrate how to set up service contracts and service contract groups. Introduce two ways of creating service contracts. Provide an overview of general service contract reports. Timeline Presentation: 60 minutesHow to Teach this Chapter Display slide 44: Creating Service Contracts Outline the topics discussed in this chapter. Display slide 45: Creating Service Contracts Explain what information needs to be specified for a service contract. Setting Up Service Contracts Display slide 46: Setting Up Service Contracts Show the students which windows are used to set up: o Service contract groups o Service contract account groups o Contract templates Explain how to specify the contract discounts on services. The Service Contract Window Display slide 47: The Service Contract Window Illustrate how information is grouped on the FastTabs in the Service Contract window and describe the fields where the key information must be filled in. Creating Service Contract Quotes and Converting Them into Service Contracts Display slide 48: Creating Service Contract Quotes and Converting Them into Service ContractsPage 20 ** Intended for Instructor Preparation Only **
    • Instructor Notes Mention the similarity of creating contract quotes and service contracts. Illustrate the basic rules of managing service contracts in the Service Management application area. Give an overview of the service contract quote reports.Creating Service Contracts DirectlyDisplay slide 49: Creating Service Contracts Directly Explain the procedure for filling in the fields needed to create service contracts manually. Demonstrate how to create service contracts automatically using the Copy Document function. Provide information on what the service contracts reports print.Lab 8.1 - Creating a Contract Quote and Converting It to aContractSuggest that students perform Lab 8.1 from the training manual. Giveapproximately 20 minutes for this task. Provide assistance if requested.Test Your KnowledgeAs a home assignment for this chapter, suggest that students answer the questionsfrom the “Test Your Knowledge” section of chapter 8 and check their answers inthe “Solutions” section of that same chapter.Display slide 50: Session 4 SummaryNote to instructor: This is the end of session four. Summarize the key points. ** Intended for Instructor Preparation Only ** Page 21
    • Service Management in Microsoft Dynamics NAV 2009CHAPTER 9: WORKING ON SERVICE CONTRACTS Chapter Overview The goals of this chapter are to: Show how to use service contracts. Demonstrate how to update service contract information. Introduce the periodic activities. Explain how to use the service contract history. Timeline Presentation: 120 minutesHow to Teach this Chapter Display slide 51: Session 5 Discuss the objectives of this session. Display slide 52: Working on Service Contracts Outline the topics discussed in this chapter. Updating Contracts Display slide 53: Updating Contracts List the common transactions for managing signed service contracts. Explain when it may be necessary to change the owner of a service contract. Describe the procedure for changing the owner of a service contract and point out the changes that occur in the program as a result of this action. Mention that if a service item is already purchased, it needs to be registered before including it on a service contract line, and if the item is not yet purchased, a contract line can be created to specify that it is just an item or text description. Show how to add a contract line to a service contract. Note to instructor: Mention that it is also possible to add service items that already belong to other service contracts to the current service contract. Describe the procedure for copying contract lines from another service contract belonging to the same owner. Provide additional information about how to use the Copy Document function and note it can only be used for contracts with the same: o Owner o Currency codePage 22 ** Intended for Instructor Preparation Only **
    • Instructor Notes o Ship-to codePeriodic ActivitiesDisplay slide 54: Periodic Activities Introduce the five batch jobs which can be used to facilitate the performance of periodical tasks. Explain how the Create Contract Invoices batch job works. Mention that the Contract Invoicing – Test report can be used for testing instead. Lead a demonstration to show the students in practice how the batch job creates contract invoices. Introduce the Create Contract Service Orders batch job as a tool for creating service orders based on contracts that satisfy specific requirements. Suggest the students to go through the demonstration to create service orders for the three prepaid service contracts from the previous demonstration. Briefly explain what the Update Contract Prices batch job is used for before proceeding with the next demonstration that is practical assignment.Note to instructor: Mention that the same three service contracts as before arebeing used. Explain how prepaid contract entries are posted and mention which batch job is responsible for this task. Suggest the students to go through the appropriate demonstration. Detail the situations where the Remove Contract Lines batch job must be used. Demonstrate how the batch job removes contract lines with a contract expiration date earlier than the date specified and creates credit memos where necessary.Note to instructor: As before, your work needs to continue on the example usedfor the other batch jobs. Show how to obtain an overview of contract gains and losses. Explain that the gain/loss entries are created automatically as soon as any change in the annual amount on contracts occurs. Introduce the Contract Gain/Loss (Contract) Matrix window and explain how to interpret the information it contains. Mention how to retrieve contract gain/loss information using the Contract Gain/Loss Entries report. Compare this report with the Contr. Gain/Loss – Resp. Ctr. Report. ** Intended for Instructor Preparation Only ** Page 23
    • Service Management in Microsoft Dynamics NAV 2009 Lab 9.1 - Updating Contract Prices and Post Prepaid Entries Suggest that students perform Lab 9.1 from the training manual. Give approximately 15 minutes for this task. Provide assistance if requested. Service Contract History Display slide 55: Service Contract History Introduce the service contract history as an effective tool for performance control. Explain what the Filed Service Contract window is used for and describe when a service contract is filed automatically. Describe what information is available in the Contract Change Log window and explain when the contract change log changes automatically. Explain what information the Service List – Order and Posted Service Shipment windows provide. Specify the four fields on the Invoice Details FastTab of the Service Contract window where the Service Document Registers window can be opened from. Describe the Contract Statistics window. Explain how to obtain a detailed financial overview of service contract transactions organized by time periods. Describe the Contract Gain/Loss Entries window and explain when each entry is created. Emphasize how to file service contracts and mention the situations where the program files service contracts automatically. Demonstrate how to remove a contract line from a service contract manually and automatically using the Remove Lines from Contract batch job. Note that a credit memo can be created provided the service contract is prepaid and is invoiced in the period when the contract line that you want to remove is expired. Define the procedure for canceling a service contract. Explain that a credit memo can be created for a service contract to be canceled if it is prepaid and invoiced. Explain under what conditions it might be necessary to create a credit memo. Provide a detailed overview of the procedure for creating a credit memo directly from the Service Contract window. Test Your Knowledge As a home assignment for this chapter, suggest that students perform Lab 9.2, 9.3, 9.4, 9.5 and 9.6 from the training manual. Remind the students to answer the questions from the “Test Your Knowledge” section of chapter 9 and check their answers in the “Solutions” section of that same chapter.Page 24 ** Intended for Instructor Preparation Only **
    • Instructor NotesCHAPTER 10: SERVICE CONTRACTS - ADVANCED Chapter Overview The goals of this chapter are to: Discuss in detail how to create multiple service contracts. Show what methods to use to update the annual amount. Practice invoicing a service contract directly. Timeline Presentation: 60 minutesHow to Teach this Chapter Display slide 56: Service Contracts - Advanced Outline the topics discussed in this chapter. Creating Multiple Service Contracts Display slide 57: Creating Multiple Service Contracts Explain when it may be necessary to create multiple contracts. Mention what can be achieved when covering a service item under multiple contracts. Point out the two ways of creating service contracts or contract quotes for service items already registered in non-canceled contracts owned by the same customer. Demonstrate how to create multiple contracts manually and show how to specify different contract conditions for the same service item according to different service agreements. Describe how to create new contracts automatically using the Copy Document function. Explain the conditions under which a message about matching contract lines may appear. Updating the Annual Amount of a Service Contract Display slide 58: Updating the Annual Amount of a Service Contract Explain what the annual amount of a service contract must be updated for and note that the annual amount for a locked service contract must be equal to the total of its lines. List the options for how the program performs the update. Describe the procedure for changing the annual amount of a service contract. ** Intended for Instructor Preparation Only ** Page 25
    • Service Management in Microsoft Dynamics NAV 2009 Point out the three methods the program uses to perform the automatic distribution of the difference between the new and calculated annual amounts. Define the even distribution method and show how to spread the difference between the new and calculated annual amounts equally among the contract lines in the program. Explain how distribution based on profit works. Using the service contract already created in the previous example, show how to apply this type of distribution. Define the distribution based on line amount and continue with the previously created exercise to show how to distribute the annual amount proportionally to the line amount shares. Explain when it may be needed to perform manual distribution of the annual amount difference. Together with the students go through the example where you manually distribute the difference between its new and calculated annual amounts. Invoicing a Service Contract Directly Display slide 59: Invoicing a Service Contract Directly Explain what to do to invoice a service contract directly from the Service Contract window. Note the next invoice date of the prepaid service contract is the first date, while for the non-prepaid service contract it is the last date of its invoice period. Define the procedure for invoicing a service contract directly. Together with the students go through a demonstration where you have to create a service invoice for a service contract, modify and post it. Lab 10.1 - Working on Service Contract – Advanced Suggest that students perform Lab 10.1 from the training manual. Give approximately 20 minutes for this task. Provide assistance if requested. Test Your Knowledge As a home assignment for this chapter, suggest that students answer the questions from the “Test Your Knowledge” section of chapter 10 and check their answers in the “Solutions” section of that same chapter.Page 26 ** Intended for Instructor Preparation Only **
    • Instructor NotesCHAPTER 11: JOB QUEUE Chapter Overview The goals of this chapter are to: Show how to set up the job queue. Practice in using the job queue and checking errors. Timeline Presentation: 30 minutesHow to Teach this Chapter Display slide 60: Job Queue Outline the topics discussed in this chapter. Introduce the job queue as a tool for automatically running various jobs at regular intervals. Activating the Job Queue Describe how to activate the job queue. Setting Up a Job Queue Introduce the Job Queue Entry Card window and give an overview of its fields. Using the Job Queue Mention the two predefined jobs set up in the Service Management application area. Describe how to set up a job to check the response time on service orders. Mention installing the Application Server for Microsoft Dynamics NAV for proper functioning of the job queue. Show what steps need to be performed to view the created e-mail queue entries. Describe how to set up a job to send e-mails to customers when their orders are completed. Explain where you can view the processed e-mail queue entries. Describe the steps to exclude a specific job from the job queue that is running. Mention how to stop the job queue that runs all scheduled jobs. Show how to get an overview of all job queue processes. ** Intended for Instructor Preparation Only ** Page 27
    • Service Management in Microsoft Dynamics NAV 2009 Explain that in the Job Queue Processes window, you can activate or deactivate and set priorities of the currently selected job queue process. Checking Errors Give an example when an error can be generated and explain where you can view the error message that the program logs. Lab 11.1 - Setting Up the ServOrder-Check Response Time and Process Service E-Mail Queue Jobs Suggest that students perform Lab 11.1 from the training manual. Give approximately 15 minutes for this task. Provide assistance if requested. Test Your Knowledge As a home assignment for this chapter, suggest that students answer the questions from the “Test Your Knowledge” section of chapter 11 and check their answers in the “Solutions” section of that same chapter. Display slide 61: Session 5 Summary Note to instructor: This is the end of session five. Summarize the key points.Page 28 ** Intended for Instructor Preparation Only **
    • Instructor NotesCONCLUSION Chapter Overview The goal of this chapter is to review the key points covered in this class. Timeline Presentation: 5 minutesHow to Teach this Chapter Display slide 62: Course Summary Note to instructor: This is the end of the course. Review the list of key points with students. Have everyone review their list of objectives. Display slide 63: Q & A Suggest the students to ask questions if they have any. ** Intended for Instructor Preparation Only ** Page 29