1. Microsoft Dynamics ® NAV 2009 Service Management

2. Introduction 2 of 63

3. 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

4. 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

5. 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

6. Session 1 Service Management Overview Service Management Setup 6 of 63

7. 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 efficiency 7 of 63

8. 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

9. 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

10. Role Center Setup Typical roles: Dispatcher Outbound technician 10 of 63

11. The Service Management Setup Window Five FastTabs: General Mandatory Fields Defaults Contracts Numbering 11 of 63

12. Time Management and Planning Setup Base calendar Default service hours Time Management Work-hour templates Skill codes Service zones Planning Setup 12 of 63

13. 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 templates 13 of 63

14. 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

15. 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 LineItem 15 of 63

16. 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 setup 16 of 63

17. Session 2 Service Items Service Orders 17 of 63

18. Service Items 18 of 63

19. Service Items Creating service items Troubleshooting Service item history Service item reports 19 of 63

20. 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

21. Troubleshooting Set up troubleshooting Assign troubleshooting to: o Items o Service items o Service item groups 21 of 63

22. Service Item History Service item statistics Service item trendscape Service item log 22 of 63

23. 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

24. Service Orders Creating service orders Creating service item lines Creating service lines Creating service quotes Service order reports 24 of 63

25. Service Orders Service order header Service item lines Service lines 25 of 63

26. Service Order Reports Service Profit (Serv. Orders) Report Service Item Line Labels Report Service Tasks Report Service Profit (Resp. Centers) Report Service Order - Response Time Report 26 of 63

27. 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

28. Session 3 Working on Service Orders Service Price Management 28 of 63

29. Working on Service Orders Working on service tasks Registering service Using standard service codes Completing service orders Posting service orders 29 of 63

30. Working on Service Orders 30 of 63

31. Working on Service Tasks Update repair status Register fault codes Register resolution codes Register fault\resolution codes 31 of 63

32. 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

33. 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

34. Completing Service Orders Updating repair status and service order status Notifying customer by e-mail Service order statistics 34 of 63

35. 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 option 35 of 63

36. 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 VAT 36 of 63

37. 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

38. Session 4 Planning Management Creating Service Contracts 38 of 63

39. Planning Management Resources and Resource Groups Allocation Allocation Status and Repair Status Reports 39 of 63

40. Resources and Resource Groups Skill codes Service zones Adding resource capacity 40 of 63

41. Allocation Allocating resources o Directly o Using resource\resource groups availability o 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

42. Allocation Status and Repair Status allocation 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. repair status 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

43. Reports Dispatch Board Report Service Load Level Report 43 of 63

44. 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

45. 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

46. Setting Up Service Contracts Service contract groups Service contract account groups Contract templates 46 of 63

47. The Service Contract window Service Contract The Service Contract window consists of eight FastTabs: General Lines Invoicing Shipping Service Invoice Details Price Update Details 47 of 63

48. Service Contract Quotes The service contract quote reports: The Contract Quotes to Be Signed Report The Service Contract Quote - Detail Report 48 of 63

49. 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 report 49 of 63

50. 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

51. Session 5 Working on Service Contracts Service Contracts – Advanced Job Queue 51 of 63

52. Working on Service Contracts Updating Contracts Periodic Activities Service Contract History 52 of 63

53. 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

54. 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

55. Service Contract History Filed service contract Contract change log Service overview Service document registers Contract statistics Trendscape Gain/loss entries 55 of 63

56. Service Contracts - Advanced Creating Multiple Service Contracts Updating the Annual Amount of a Service Contract Invoicing a Service Contract Directly 56 of 63

57. 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

58. 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

59. 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 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

60. 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

61. 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

62. 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

63. Q & A Questions & Answers 63 of 63