1. GPUG ® Summit 2011 November 8-11 Caesars Palace – Las Vegas, NV Field Service – Not Just for Service Companies Tom Karpowich Straight Arrow Consulting www.StraightArrowUSA.com

2. GPUG Summit 2011– Las Vegas www.gpug.com Agenda  The Field Service Modules in GP  Traditional Uses of each module  Additional Uses of each module  Returns Options – a deeper dive  Add-On (aRMA)  Q & A

3. GPUG Summit 2011– Las Vegas www.gpug.com The Field Services Modules In Dynamics GP  Contract Administration  Service Call Management  Depot Management  Preventive Maintance  Returns Management

4. GPUG Summit 2011– Las Vegas www.gpug.com Contract Administration  Field Service Use – Service Contracts for items sold – Defining Warranties  Non-Field Service Use – Any type of contract. Particularly if billing is not monthly. – Revenue recognition is independent of billing. – Examples: Sponsorship Income Rental income of company-owned assets.

5. GPUG Summit 2011– Las Vegas www.gpug.com Contract Administration SponsorshipsRental Equipment

6. GPUG Summit 2011– Las Vegas www.gpug.com Service Call Management Field Service Use  Scheduling Technicians  Equipment Configurations  Equipment Tracking Non-Service Use  Tracking Company- owned Equipment  Tracking customer purchases (Product Registration)

7. GPUG Summit 2011– Las Vegas www.gpug.com Equipment Maintenance (Service Call Management) Tracking Customer Purchases

8. GPUG Summit 2011– Las Vegas www.gpug.com Depot Management Field Service Use  Repair customer- owned equipment  Accumulate costs – Invoice for repair, if appropriate – Integrates with Contract Mgmnt Non-Field Service Use  Repair company- owned equipment/Vehicles  Accumulate costs – but invoicing will not take place  Utilize Equipment Cards  Track History

9. GPUG Summit 2011– Las Vegas www.gpug.com Preventive Maintenance Field Service Use  Typically part of Contract Admin – schedule PM based on contract terms  Automatically suggest dispatch/scheduling based on schedule Non-Field Service Use  PM on internally used Equipment/Vehicles  Can be used as a reminder system – Don’t normally schedule technicians, only reminders that the equipment is due for service.

10. GPUG Summit 2011– Las Vegas www.gpug.com Returns Management (RTV)  Field Service Use – ‘Returns from Service calls – Customer Returns  Non-Field Service Use – Any Returns from customers (RMA) – Vendor Returns (RTV)

11. GPUG Summit 2011– Las Vegas www.gpug.com RTV – Diving Deeper RTV vs PO Returns Dynamics PO Returns  Primarily designed for processing returns against purchase orders that have had line items received against them, but it can also be used to return inventory that has been moved or returned from a customer.  This module links a line item to a PO Receiving document, which ultimately ties back to the Purchase Order.  If there is no PO available, then the item document that allowed that item to be in inventory must be referenced (item transfer document or customer returns invoice)  If an item to be returned is received, but not yet invoiced, then when the invoice is received, it will not allow matching an invoice to the returned item. Thus, no vendor credit document will be created.  If the item to be returned has already been invoiced, then a vendor credit memo will automatically be generated for the cost of the item.

12. GPUG Summit 2011– Las Vegas www.gpug.com RTV – Diving Deeper RTV vs PO Returns Dynamics PO Returns - Continued  This module is a basic function that will allow items to be returned to the vendor and the appropriate credit documents will be created. However, with this particular functionality, there is no method for tracking RTV statuses or process points from within GP. Further, it is not well-suited for items sent out for repair or if they are to be automatically replaced with a similar item from the vendor. However,

13. GPUG Summit 2011– Las Vegas www.gpug.com

14. RTV – Diving Deeper RTV vs PO Returns Return to Vendor  Returns can be manually entered or can originate from a customer RMA (return)  Can only return from inventory stock – no method exits to reference the original PO automatically  Can collect return ‘costs’ allowed by the vendor. – Restocking costs, guarantees, etc.  Can route to various ‘paths’ – Return for credit – Replace – Cross-ship – Repair & return  Can create and enter return ‘Reason’ Codes  Document/return statuses – Entered – Shipped (From original location) – Received (into Local warehouse) – Ready to ship (Back to vendor) – Closed

15. GPUG Summit 2011– Las Vegas www.gpug.com RTV – Diving Deeper RTV vs PO Returns Return to Vendor – Continued Drawbacks:  RTV does not reference the original PO of the item. However it does recognize inventory no matter where it is. Further, if it is customer owned- inventory that can be flagged as well.  Only inventory is available for RTV. Non-inventory and other items (such as fixed assets) cannot be returned with this module.

16. GPUG Summit 2011– Las Vegas www.gpug.com RTV – Diving Deeper

17. GPUG Summit 2011– Las Vegas www.gpug.com Product Overview The Advanced RMA (aRMA) Add-on for Dynamics GP will help you to maximize the value of the investment you made in your Dynamics GP solution in a number of ways. This add-on is particularly well suited for manufacturers/distributors and equipment rental companies but has a place in any solution that leverages the Dynamics GP RMA module to service customers. aRMA extends the Dynamics GP RMA Module to accomplish the following goals: 1.Allow lines on a single RMA originating from many SOP Invoices. a. Tie the credit amount on each line back to the originating SOP Invoice. b. Reduce the number of RMAs issued to customers and that they have to manage. 2. Allow users to Append RMA Lines from varied SOP Invoices to Existing RMAs. 3. Streamline RMA Entry to improve customer service levels. 4. Eliminate waste and redundancy in the RMA entry process. Quite simply, it's an extension of and compliment to the standard RMA Module. http://www.straightarrowusa.com/microsoft-dynamics-gp/advanced-rma

18. GPUG Summit 2011– Las Vegas www.gpug.com Questions? Tom Karpowich, CEO Straight Arrow Consulting, Inc. TK@StraightArrowUSA.com