Service Management in Microsoft Dynamics NAV 2009

Transcription

1 Service Management in Microsoft Dynamics NAV : Service Management in Microsoft Dynamics NAV 2009 (3 Days) About this Course This course provides students with the necessary tools to perform tasks within the Service Management application area, including setting up service items and service orders, working on service orders and service contracts, using the job queue. Audience Profile This course is intended for members of the implementation team, administrating or using the modules in Microsoft Dynamics NAV This audience typically includes individuals who will be implementing and assisting Microsoft Dynamics NAV 2009 users. Additionally, individuals responsible for training or supporting Microsoft Dynamics NAV 2009 may benefit from the course. At Course Completion After completing this course, students will be able to: Set up a Role Center for working with service management Perform the setup for service items Perform the setup for service orders Work on service orders Set up and use service pricing Handle resources and resource groups Create and work on service contracts Use the job queue Course Outline Module 1: Service Management Overview This chapter introduces the student to the concept of the Service Management functionality, and overall structure of the Service Management application area. The Vision for Service Management The Structure of Service Management References Understand the overall structure of the Service Management application area. Module 2: Service Management Setup This chapter focuses on the preliminary setup process. Before you can start creating service orders, signing contracts, adjusting service prices, and so on, you need to set up the Service Management application area. Role Center Setup The Service Management Setup Window Time Management and Planning Setup Service Order Setup

2 Service Item Setup Lab : Establishing Rules for Service Orders and Service Contracts Set up automatic warnings for the response time Set up which information is obligatory on service documents Set up default values for managing service Set up features regarding service contracts Lab : Setting Up Service Zones and Working Hours Create a work hour template Set up skills Create a travel cost Create a service zone Perform the basic setup in the Service Mgt. Setup window. Perform time management and planning setup. Perform the setup for service orders and service items. Module 3: Service Items In the Service Management application area, the term service item refers to the equipment or item that requires servicing. This chapter focuses on the creation and use of service items. Creating Service Items Troubleshooting Service Item History Service Item Reports Lab : Creating a Service Item and Service Item Components Manually Create a service item Create service item components Lab : Creating a Service Item and Service Item Components Automatically Create a sales order and a sales line Explode BOM Record serial number for a the component Ensure service item group creates service items automatically Give a discount for the sales lines Post the sales invoice Lab : Creating and Assigning Troubleshooting Guidelines Create and assign troubleshooting guidelines for a service item group Create and assign troubleshooting guidelines for an item Create and assign troubleshooting guidelines for a service item Lab : Registering a Service Item Create a service item Copy the components from the BOM list Change the information on the resource, warranty, serial number and customer Lab : Recording a Service Item and Creating a Component List Automatically Set up the BOM list of an item Create a sales order Explode BOM Record a serial number for the main component and post the sales order Create and assign new troubleshooting guidelines to a created service item

3 Create service items and service item components. Troubleshoot items, service items, service item groups. Use the service item history log. Module 4: Service Orders Service orders are the documents in the Service Management application area where you enter information about service (repair and maintenance) on service items. This chapter focuses on creating service orders. Creating Service Orders Creating Service Item Lines Creating Service Lines Creating Service Quotes Service Order Reports Lab : Creating a Service Order Create a service order for several service items Insert fault comments for service item lines Verify the troubleshooting guidelines for the service items Lab : Creating a Service Order from a Service Quote Create a service quote and a new customer from the quote Create service item lines Convert the service quote to a service order Lab : Lending and Receiving a Loaner Lend the customer an available loaner Receive the loaner and check the updated entries for this loaner Create service orders. Create service item lines. Lend and receive a loaner. Create service lines. Create service quotes. Module 5: Working on Service Orders This chapter explains how you can start repairing and maintaining service items. It introduces the concept of working on service orders and quotes and highlights the possibilities for service posting. Working on Service Tasks Registering Service Using Standard Service Codes Completing Service Orders Service Order Statistics Posting Service Orders Lab : Fault Reporting and Changing Repair Status Select the relevant fault codes for a service item Update the repair status of a service order Enter a resolution code for the service item Lab : Creating Service Lines Including Spare Parts and Replace Components

4 Create a service order and a service item within the order Register spare parts for the service item Replace the service item Post the service order Check the status of new created service items Check the replaced component list for a service item Lab : Creating a Service Line Involving Resource Hours Create a service order Register resource on a service line Split resource line Lab : Recording Service Costs Create a service order Register starting fee Register travel fee Insert extended text Lab : Creating a Service Quote and Estimating Work Hours Create a service quote Create service item lines Insert the quoted started fee Work on service tasks Estimate work hours for the service items View the service quote statistics Lab : Changing the Repair Status Convert a service quote to a service order Create service items Change the repair status of the items to reflect the current work Register a fault report Insert fault and resolution codes Register work hours Change the repair status to reflect completion of work Lab : Registering General Cost and Posting the Service Order Insert a travel fee Post the service lines for work on an item Post consumption Register the work and travel fee Post undo consumption and re-post the consumption with the needed quantity Complete and post the service order Register spare parts. Register resource hours. Register cost and text lines. Update repair status and service order status. Notify customers by . Post service orders. Module 6: Service Price Management This chapter shows how the service price management functionality allows you to apply the right price to service orders, to set up personalized service price agreements for customers, to improve service employees' efficiency, and to accelerate the invoicing process. Service Price Adjustment Groups

5 Service Price Groups Service Price Adjustment in Detail Lab : Setting Up Service Price Adjustment Groups Create new service price adjustment groups Register service price adjustment details Lab : Setting Up Service Pricing Set up a service price adjustment group Create a service price group Create a service order and service lines Adjust the service price Lab : Creating a Service Price Group and Notifying the Customer by Create service price adjustment and service price groups Create a new service cost Create a service order and service lines Adjust the service price Post the service order Send the to the customer Set up service price adjustment groups. Set up service prices. Adjust service prices. Module 7: Planning Management This chapter introduces the concepts of service order allocation, planning and dispatching. Also, it explains how to record what repairs and maintenance the resources perform on service items. Resources and Resource Groups Allocation Allocation Status and Repair Status Reports Lab : Assigning Service Zones, Using Skill Codes and Adding Capacity Change the service zone for the customer. Assign a resource to the changed service zone. Assign skills and capacity to the resource Lab : Allocating and Reallocating Resources Search for a service order on the dispatch board Allocate a technician to the service order Reallocate service tasks Check the canceled allocation entries Lab : Allocating Resources Create a service quote for several items Register service items Assign resource skills to the service items Allocate resources to the service items Convert the quote to an order Lab : Reallocating Resources and Changing the Repair Status of the Service Items Reallocate resources in Change the repair status for the service items

6 Reallocate resources and check the cancelled allocation entries Assign customers to service zones. Allocate resources. Reallocate resources and change repair status. Module 8: Creating Service Contracts This chapter introduces the concept of service contracts, and shows how to service items within a contract. Setting Up Service Contracts The Service Contract Window Creating Service Contract Quotes and Converting Them into Service Contracts Creating Service Contracts Directly Lab : Creating a Contract Quote and Converting It to a Contract Set up a contract template Create a service contract quote Set up the contract service hours Update the contract quote with discount data Update the contract quote with the response time data Convert the contract quote to a service contract Set up contract groups and contract templates. Create contract quotes. Convert contract quotes to contracts. Module 9: Working on Service Contracts This chapter explains how to handle tasks performed when working with service contracts. Updating Contracts Periodic Activities Service Contract History Lab : Updating Contract Prices and Post Prepaid Entries Create service items Create a prepaid service contract Update the contract prices Invoice the service contract directly and post it Post the prepaid contract entries to G/L Check the service ledger entries moved from prepaid to income accounts Lab : Adding and Removing a Contract Line Post the unposted contract service invoice Create and post a credit memo for the contract line to be removed Remove the contract line Create a new contract line and post the contract service invoice for this line Lab : Creating a Service Contract Template Create a new template for the prepaid contract Lab : Working on a Service Contract

7 Create a service contract quote Create service items and add them to the contract quote Create a signed service contract Remove a service contract line Lab : Modifying the Service Contract Increase the annual amount Add a new contract line Change the owner of the service contract Post prepaid entries for the service contract to G/L Lab : Creating Service Orders for the Service Contract Create a service invoice Create a contract service order Register the amount of labor Post and invoice the service order Post prepaid contract entries to G/L Update contracts. Perform periodic activities View service contract history. Module 10: Service Contracts Advanced This chapter describes in detail how to create multiple service contracts and elaborates on the various methods to update the annual amount on service contracts. Creating Multiple Service Contracts Updating the Annual Amount of a Service Contract Invoicing a Service Contract Directly Lab : Working on Service Contract Advanced Create a sales order Create and sign a non-prepaid service contract Create and sign a prepaid service contract Create and post a prepaid invoice Remove contract lines Create a service order and register labor Create and post an invoice for the non-prepaid service contract Update prices for both contracts Add a new contract line and create an invoice for the new line Work with multiple service contracts. Update the annual amount of a service contract. Invoice a service contract directly. Module 11: Job Queue This chapter focuses on how the job queue runs various jobs in Microsoft Dynamics NAV at specified intervals. Setting Up a Job Queue Using the Job Queue Checking Errors

8 Lab : Setting Up the ServOrder-Check Response Time and Process Service Queue Jobs Perform the preliminary setup of warning intervals Set up the recurring jobs Create a service order Start the job queue Verify the job queue log entries and service queue entries Set up the job queue. Start and stop the job queue. View the job queue processes. Check errors while running a job. Before attending this course, students must have a basic knowledge of Microsoft Dynamics NAV (equivalent to the contents of the Introduction to Microsoft Dynamics NAV 2009 course).