Microsoft Dynamics NAV 2009 Service Management (50224A)

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.
Lessons
The Vision for Service Management
The Structure of Service Management
References
After completing this module, students will be able to:
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.
Lessons
Role Center Setup
The Service Management Setup Window
Time Management and Planning Setup
Service Order Setup
Service Item Setup
Lab : Establishing Rules for Service Orders and Service Contracts
Set up automatic e-mail 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
After completing this module, students will be able to:
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.
Lessons
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
After completing this module, students will be able to:
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.
Lessons
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
After completing this module, students will be able to:
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.
Lessons
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
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
After completing this module, students will be able to:
Register spare parts.
Register resource hours.
Register cost and text lines.
Update repair status and service order status.
Notify customers by e-mail.
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.
Lessons
Service Price Adjustment Groups
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 E-Mail
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 e-mail to the customer
After completing this module, students will be able to:
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.
Lessons
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
Reallocate resources and check the cancelled allocation entries
After completing this module, students will be able to:
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.
Lessons
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
After completing this module, students will be able to:
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.
Lessons
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
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
After completing this module, students will be able to:
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.
Lessons
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
After completing this module, students will be able to:
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.
Lessons
Setting Up a Job Queue
Using the Job Queue
Checking Errors
Lab : Setting Up the ServOrder-Check Response Time and Process Service E-Mail 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 e-mail queue entries
After completing this module, students will be able to:
Set up the job queue.
Start and stop the job queue.
View the job queue processes.
Check errors while running a job.