Field Service Management in Microsoft Dynamics GP
9.0
Course 8539: Two days;
Instructor-Led
On This Page
Introduction
The two day Microsoft DynamicsT GP Service Call Management course
explores the windows and functions used to track service calls. This
course also teaches about the cards used throughout the Field
Service Series (FSS) modules as well as additional functions for
Service Call including Dispatch and Billing. Additional features
such as Inventory Transfers, ECOs, and indirect labor posting are
covered as well.
A thorough understanding of these topics allows you to handle all
necessary procedures regarding service calls. You learn how to set
up service types and escalations; and how to enter, dispatch, and
add detailed information to service calls. This course also shows
you how to define default values that automatically populate data
fields and gather the information you need to make better business
decisions by exploring powerful inquiry and reporting options.
Audience
Customers wanting to learn the basic features and to develop a
working knowledge of the typical day-to-day procedures required to
effectively use Service Call Management.
The class is targeted toward data entry clerks, administrators,
office managers, CEOs, and consultants who need to understand the
technical aspects of Microsoft Dynamics GP Service Call Management
and gain foundational knowledge of the application functionality.
At Course Completion
After completing this course, students should be able to:
| |
Enter and maintain different service
types |
| |
Create and track service calls |
| |
Handle all aspects of Service Dispatch |
| |
Update the service call with parts and
labor |
| |
Handle returned items on service calls |
| |
Update additional charges and expenses
on calls |
| |
Complete a service call |
| |
Bill completed service calls |
Prerequisites
Before attending this course, students must have:
| |
General knowledge of Microsoftฎ
Windowsฎ |
| |
Basic knowledge of Inventory and Sales
Order Processing |
Microsoft Certified Professional Exams
This course will help the student prepare for the following
Microsoft Certified Professional exam:
Course Materials
The student materials include a comprehensive workbook and other
necessary items for this class.
Course Outline
Chapter 1: Overview
This chapter provides a general overview of the features and
benefits of using the Service Call Management module in an
integrated environment. It also focuses on how this module
integrates with other modules in the Microsoft Dynamics GP
application.
Main Topics
| |
Service Call Management Features and
Benefits |
| |
Service Call Management Overview |
| |
Integration |
| |
Service Call Management Roadmap |
After completing this chapter, students should be able to:
| |
Identify the features and benefits
available when using Service Call Management |
| |
Discuss integration that takes place
between Service Call Management and other modules within the
application |
| |
Identify the navigation used to access
the windows for transactions, reports, utilities, routines,
and inquiries in Service Call Management |
Chapter 2: Setup Procedures
This chapter focuses on the setup procedures for the Service Call
Management module. You examine the pre-requisite setup and
overlapping windows to make Service Call Management operate
smoothly. Service Call Management setup reports are reviewed.
Main Topics
| |
Service Call Management Setup Checklist |
| |
Company and financial Setup |
| |
Posting Setup |
| |
Item maintenance |
| |
Site Maintenance |
| |
Call Status Maintenance |
| |
Service Type Maintenance |
| |
Problem, Cause and Repair Code
Maintenance |
| |
Office Maintenance |
| |
Technician maintenance |
| |
Service Setup |
| |
Extended Data |
| |
Warranty Maintenance |
| |
ECO Maintenance |
Labs
| |
Lab 2.1 - Set up Service Types |
| |
Lab 2.2 - Set up Technicians |
| |
Lab 2.3 - Set up Customer Extended Data |
| |
Lab 2.4 - Set up Item Site Extensions |
| |
Lab 2.5 - ECO Maintenance |
| |
Lab 2.6 - Set up Service Type
Escalation |
| |
Lab 2.7 - Test Your Knowledge - Service
Setup |
After completing this chapter, students should be able to:
| |
Create Service types |
| |
Set up Technicians |
| |
Customize settings for the Service Call
Management module |
| |
Setup extended data for customers and
items |
Chapter 3: Equipment Maintenance
This chapter helps the student to understand the equipment master
and its relationship to inventory and customers and how it is used
in the Contracts module.
Main Topics
| |
Inventory vs. Equipment |
| |
Equipment maintenance |
| |
System Configuration maintenance |
| |
Equipment meter readings |
Labs
| |
Lab 3.1 - Create Equipment Maintenance
records manually |
| |
Lab 3.2 - Create Equipment records from
SOP |
| |
Lab 3.3 - Create Equipment records from
PO Receiving |
| |
Lab 3.4 - Create an Equipment record
for a Service Call |
| |
Lab 3.5 - Test your knowledge -
Equipment maintenance |
After completing this chapter, students should be able to:
| |
Enter and edit equipment records |
| |
Perform actions related to equipment |
Chapter 4: Service Call Entry
This chapter is a quick-start guide for entering a service call.
Main Topics
| |
Quick Start - Service Call Entry |
| |
Service Call Lines |
| |
Adding Hotline Notes |
| |
Adding Parts Lines |
| |
Adding Labor Lines |
| |
Adding Additional Charges and Expenses |
Labs
| |
Lab 4.1 - Enter a Service Call |
| |
Lab 4.2 - Enter a Service Call for an
item under contract |
| |
Lab 4.3 - Add Hotline notes to a
Service Call |
| |
Lab 4.4 - Add Parts to a Service Call |
| |
Lab 4.5 - Add Labor to a Service Call |
After completing this chapter, students should be able to:
| |
Enter a service call |
| |
Add hotline, parts, labor, additional
charges and expenses to a service call |
Chapter 5: Daily Procedures
This chapter covers the Service Call Entry form in detail;
reviewing all fields and buttons. Service Dispatch, Inventory
Requirements and Service Billing functionality are examined.
Main Topics
| |
Service Call Entry Flow |
| |
Service Call Entry - Detailed Review |
| |
Service Dispatch |
| |
Service Inventory Requirements |
| |
Service Call Billing |
Labs
| |
Lab 5.1 - Enter a Service Call with a
Return item |
| |
Lab 5.2 - Reassign Calls |
| |
Lab 5.3 - Test Your Knowledge - Daily
Procedures |
After completing this chapter, students should be able to:
| |
Know how to access additional windows
for Service Call Entry purposes |
| |
Dispatch Service Calls |
| |
Post Service call billing |
Chapter 6: Maintaining Records
This chapter discusses additional routines and utilities for the
Service Call Management module.
Main Topics
| |
Routines |
| |
Utilities |
| |
Inquiry and Reports |
After completing this chapter, students should be able to:
| |
Generate ECOs |
| |
Purge and reconcile records related to
Service Calls |
| |
Know the available inquiries and
reports |
Appendix A: SmartList
This appendix discusses the use of SmartList to access financial
data. There are also optional exercises that can be completed by
students if time permits.
Main Topics
| |
Using SmartLists |
| |
Creating Objects |
| |
Using the Search Button |
| |
Saving New Objects as Favorites |
Labs
| |
Service Call Management Smartlist |
After completing this appendix, students should be able to:
| |
Use SmartLists to access valuable
returns data |
| |
Create new SmartList objects |
| |
Use the Search button to manage the
information in a view |
| |
Explain the various options that are
available when using SmartLists |
Appendix B: Additional Features
This appendix presents additional features that can be set up for
Service Calls
Appendix C: Glossary
This is a list of industry terms used in the Service Call
industry.
After completing this chapter, students should be able to:
| |
Understand the necessary processes to
set up and manage Service Call Management |
| |
Have more confidence in their ability
to use Service Call Management in their company |
Appendix D: Answers
This section includes the answers to all the labs that appear
through out the manual.
