Field Service Management in Microsoft Dynamics GP 9.0
Course
8539: Two days; Instructor-led
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 Microsoft® Windows®
• Basic
knowledge of Inventory and Sales Order Processing
Microsoft Certification exams
This course
will help the student prepare for the following Microsoft Certified Professional
exam:
• Exam
Microsoft Dynamics GP FSS - Service Call Management:
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.
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