Microsoft Business Solutions–Navision Service Management
Course 8365: 2.5 days; Instructor-led

Audience
The course is intended for the employees at Microsoft Business Solutions Partners who want to demonstrate and set up Service Management, and for those who want to be able to provide support for Service Management.

At Course Completion
After completing this course, students should understand:

• The Service Management Application

• Service Management Setup

• Service Items

• Service Orders

• Working on Service Orders

• Service Price Management

• Planning Management

• Service Contracts

• Working on Service Contracts

• Exercises for Working on Service Contracts

• Service Contracts – Advanced

• Job Scheduler

Prerequisites
Participants of this course need to have a basic knowledge of Microsoft Navision (equivalent to the contents of the Microsoft Business Solutions – Navision Essentials course).

Microsoft Certified Professional Exams
No Microsoft Certified Professional exams are associated with this course currently.

Course Materials
The student kit includes a comprehensive workbook and other necessary materials for this class.

Course Outline
Chapter 1: Introduction

This chapter introduces the student to the Service Management course.

Chapter 2: The Service Management Application

This chapter gives you a general overview of Service Management, and you learn about the overall structure of the Service Management application area.

Lessons

• Introduction

• Overview of Service Management – Microsoft Navision

• The Structure of Service Management – Microsoft Navision

• References

After completing this chapter, students should be able to: Overview the Service Management functionality

• Know about the structure of Service Management

Chapter 3: Service Management Setup

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. This chapter is focusing on that setup process.

Lessons

• Introduction

• The Service Management Setup Window

• Time Management and Planning Setup

• Service Order Setup

• Service Item Setup

Exercises

• Establishing Rules for Service Orders and Service Contracts

• Setting Up Service Zones and Working Hours

After completing this chapter, students should be able to:

• Use the Service Management window

• Perform Time Management and Planning setup

• Perform Service Order Setup

• Perform Service Item Setup

Chapter 4: 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

• Introduction

• Creating Service Items

• Troubleshooting

• Service Item History

• Service Item Reports

Exercises

• Insert exercise titles for this lab in a bulleted list.

• Registering a Service Item

• Recording a Service Item and Creating a Component List Automatically

• Exploding the BOM

After completing this chapter, students should be able to:

• Create service items

• Troubleshoot

• Use the service item history log

Chapter 5: 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

• Introduction

• Creating Service Orders

• Creating Service Item Lines

• Creating Service Quotes

• Service Order Reports

Exercises

• Creating a Service Order

After completing this chapter, students should be able to:

• Create service orders

• Create service item lines

• Create service quotes

Chapter 6: Working on Service Orders

This chapter explains how you can start repairing and maintaining service items.

Lessons

• Introduction

• Working on Service Tasks

• Registering Spare Parts

• Registering Resource Hours

• Registering Service Costs and Text Lines

• Completing Service Orders

Exercises

• Create a Service Invoice Line Involving Resource Hours

• Recording Service Costs

• Creating a Service Quote and Working on Service Tasks

• Registering General Cost and Posting the Service Order

After completing this chapter, students should be able to:

• Register Spare parts

• Register Resource hours

• Register Cost

• Register Text lines

• Complete Posting

Chapter 7: Service Price Management

This chapter shows how 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

• Introduction

• Service Price Adjustment Groups

• Service Price Groups

• Service Price Adjustment in Detail

Exercises

• Setting Up Service Price Adjustment Groups

• Adjusting Service Prices: No VAT, no discounts included

• Adjusting Service Prices Including Discounts

• Adjusting Service Prices Including Discounts and VAT

• Setting Up Service Pricing

• Creating a Service Price Group and Notifying the Customer by E-Mail

After completing this chapter, students should be able to:

• Set up Service Price Adjustment Groups

• Set up Service Prices

• Adjust Service prices

Chapter 8: Planning Management

This chapter is about how in you record what repairs and maintenance the resources (for example, technicians) perform on service items.

Lessons

• Introduction

• Resource and Resource Groups

• Allocation

• Allocation Status and Repair Status

• Reports

Exercises

• Assigning Service Zones, Using Skill Codes and Adding Capacity

• Allocating and Reallocating Resources

• Allocating Resources

• Reallocating Resources and Changing the Repair Status of the Service Items

After completing this chapter, students shoud be able to:

• Assign Service Zones

• Allocate resources

• Reallocate resources and change repair status

Chapter 9: Creating Service Contracts

This chapter is about how Service contracts contain the service contract agreements between your customers and your company. And how a service contract includes service level agreements and the service items that you service as a part of the contract.

Lessons

• Introduction

• Setting Up Service Contracts

• The Service Contract Window

• Creating Service Contract Quotes and Converting Them into Service Contracts

• Creating Service Contracts Directly

Exercises

• Creating a Contract Quote and Converting It to a Contract

After completing this chapter, students should be able to:

• Set up contract groups and contract templates

• Create contract quotes

• Convert contract quotes

Chapter 10: Working on Service Contracts

This chapter is about all the different tasks you do when you work with Service Contracts.

Lessons

• Introduction

• Updating Contracts

• Periodic Activities

• Service Contract History

Exercises

• Updating Contract Prices and Post Prepaid Entries

• Adding and Removing a Contract Line

• Creating a Service Contract

• Working on a Service Contract

• Modifying the Service Contract

• Creating Service Orders for the Service Contract

After completing this chapter, students should be able to:

• Update contracts

• Set up Periodic activities

• Understand Service Contract history

Chapter 11: Service Contracts – Advanced

In this chapter you learn in detail how to create multiple service contracts and the various ways you can update the annual amount of a service contract.

Lessons

• Introduction

• Creating Multiple Service Contracts

• Updating the Annual Amount of a Service Contract

• More Advanced Functionality

Exercises

• Creating Multiple Service Contracts

• Creating Contracts Using the "Copy Document" Function

• Automatic Distribution of the Annual Amount Difference Using the Even Distribution Method

• Automatic Distribution of the Annual Amount Difference Using the Distribution Based on Profit Method

• Automatic Distribution of the Annual Amount Difference Using the Distribution Based on Line Amount Method

• Manual Distribution of the Annual Amount Difference

After completing this chapter, students should be able to:

• Work with Multiple Service Contracts

• Updating the annual amount of a Service Contract

• Use other advanced functionality

Chapter 12: Job Scheduler

This chapter focuses on how the job scheduler automatically runs various jobs in Microsoft Navision at intervals that you specify. By using a Microsoft Navision client, you can have the job scheduler run jobs while you perform your daily tasks in Microsoft Navision or you can monitor the status of the job scheduler while it is already running.

Lessons

• Introduction

• Setting Up the Job Scheduler

• Using the Job Scheduler

• Checking Errors

• Checking Response Time and Sending

• E-mails to Customers

Exercises

• Setting Up the Job Scheduler

• Running the Job Scheduler with an Error

After completing this chapter, students should be able to:

• Set up the job scheduler

• Start and re-set the job scheduler