Service Management in Microsoft Dynamics AX 4.0

Course 8646 : 1 day; Instructor-Led

This course is intended for anybody involved in the planning, execution, and registration of service using the Microsoft Dynamics AX 4.0 Service module.

At Course Completion

After completing this course, students will be able to:
• Set up all the elements that constitute a service agreement.
• Create a service agreement and associated agreement lines.
• Copy lines into a service agreement.
• Set up all the elements used for creating and processing a service order.
• Create a service order manually.
• Create a service order automatically.
• Process and post a service order.
• Create repair lines to track and register the progress of a repair.
• Register resource consumption for repairs.
• Create and edit a template BOM.
• Create a service BOM.
• Use a service BOM to record component replacement history for a service object.
• Create a service subscription.
• Create service subscription transactions.
• Process, post, and invoice service subscription transactions.
• Create credit notes for service subscription transactions.
• Accrue revenue for service subscription.

Prerequisites

Before attending this course, students must have completed:
• Project I in Microsoft Dynamics AX 4.0 course.

In addition, it is recommended, but not required, that students have completed:
• Project II in Microsoft Dynamics AX 4.0 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 gives an overview of the service functionality and the business scenarios in which Service is used. Additionally, the chapter provide a brief outline of the rest of the chapters in the course.

Lessons
• Introducing Service in Microsoft Dynamics AX 4.0
• Overview of the Course Chapters

After completing this module, students will be able to:
• Identify the main business scenarios for the use of Service in Microsoft Dynamics AX 4.0.
• Gain an overview of rest of the Service course.

Chapter 2: Service Agreements

This chapter explains how to set up the elements required to create a service agreement and how to create the service agreement and lines themselves. The chapter also covers how to create service agreement lines by copying lines from another service agreement or a service template.

Lessons
• Set up the elements for creating a service agreement header.
• Create a service agreement and service object relation/service task relation.
• Create a service agreement header.
• Create service agreement lines.
• Copy service agreement lines into a service agreement.
• Create a service template and copy template lines into a service agreement.

Lab 2.1: Creating a Service Agreement
• Create a service object and create service object relations.
• Create a service agreement header.
• Implement project validation with regard to Service.
• Create service agreement lines manually.
• Specify service task relations and create an external service task note.
• Create service orders from the service agreement showing that the service agreement line’s dates determine when service orders will be created.
• Run a report that shows that the service task relation’s external note can be printed out for the customer.

Lab 2.2: Copy Lines into a Service Agreement
• Create a new service agreement.
• Copy lines from a service template into a service agreement.

After completing this module, students will be able to:
• Set up the elements for creating a service agreement header.
• Create a service agreement and service object relation/service task relation.
• Create a service agreement header.
• Create service agreement lines manually.
• Copy service agreement lines into a service agreement.
• Create a service template and copy template lines into a service agreement.

Chapter 3: Service Orders

This chapter explains how to set up the elements required to create a service order and how to create service orders manually and automatically. The chapter also covers processing of service orders and posting to the Project accounting module.

Lessons
• Building the Service Order Form
• Defining Settings for Service Order Creation
• Creating Service Object and Service Task Relations with a Service Order
• Creating Service Orders Manually
• Creating Service Orders Automatically
• Item Requirements, Canceling and Deleting Service Orders
• Posting Service Orders
• Invoicing Service Orders

Lab 3.1: Create and Process a Manually Created Service Order
• Create a service order manually and link it directly to a project of the type Cost.
• Copy service template lines into the service order.
• Add a service order line of the type Item manually.
• Cancel a service order line.
• Post the service order.

Lab 3.2: Automatic Creation of Service Orders
• Create a new service agreement.
• Create service orders automatically without application of time windows.
• Create service orders automatically using time windows.

After completing this module, students will be able to:
• Set up Service Parameters according to business needs.
• Set up service stages, reason codes, service order and service object/task relations.
• Create a service order manually.
• Learn about service intervals, combine service orders and time windows and their effect on automatic service order generation.
• Create a service order automatically.
• Process a service order.
• Post a service order.
• Invoice a service order.

Chapter 4: Repair

Repair lines are used to track repair service tasks that are performed either at the customer site or at the service company itself. This chapter explains how to set up the elements required to create repair lines in Microsoft Dynamics AX 4.0. This chapter also covers registering of resource consumption with regard to performing repairs.

Lessons
• Setting Up Repair Management
• Setting up Symptom Areas, Symptom Codes and Conditions
• Setting up Diagnosis Areas, Diagnosis Codes and Resolutions
• Setting up Repair Stages
• Repairing Lines
• Creating Service Order Transactions for Repairs

Lab 4.1: Create a Repair Line and Register Service Order Transactions
• Create a repair line
• Register resource consumption for the repair work

After completing this module, students will be able to:
• Set up the component elements of the repair functionality
• Create a repair line
• Finish a repair line and process associated service orders Invoice a service order

Chapter 5: BOM Versioning

This chapter explains how to use the BOM versioning functionality in Service. BOM versioning is used to track repair and replacements made to service objects at a customer site. The chapter covers creation and editing of basic template BOMs and their conversion to service BOMs. The chapter also covers updating of service BOMs after service has been performed on a service object as well as the registering of resource consumption in connection with the replacement of BOM components.

Lessons
• Creating a Template BOM
• Creating a Service BOM
• Updating a Service BOM

Lab 5.1: BOM Versioning
• Create and edit a template BOM
• Create a service BOM
• Update a service BOM and register resource consumption with regard to replacement of BOM component parts

After completing this module, students will be able to:
• Create and modify a template BOM
• Create a service BOM
• Update a service BOM with changes

Chapter 6: Service Subscriptions

This chapter explains how to set up and use service subscriptions. Service subscription functionality is targeted at service and facilities management companies offering a service at a fixed price per period. The chapter first examines setting up service subscriptions including the use of the dual transaction pricing system. It then continues on to examine how Microsoft Dynamics AX 4.0 helps you flexibly create subscription transactions to suit your customer’s needs. After this it explains invoicing, and crediting of the fee subscription transactions. Finally, the chapter covers why and how you accrue service subscription revenue and how accrual reversals are dealt with on creation of a service subscription.

Lessons
• The Elements of the Service Subscription System
• Creating a Subscription
• Creating Subscription Fee Transactions
• Adjusting Subscription Transactions
• Invoicing Fee-Subscription Transactions
• Creating Credit Notes for Subscription Transactions
• Accruing Revenue on Subscription Fee Transactions

Lab 6.1: Create a Subscription, a Subscription Transaction and Accrue the Transaction
• Create a subscription.
• Create a subscription transaction.
• Invoice the subscription transaction.
• Accruing the subscription transaction.

Lab 6.2: Reversing Subscription Accruals
• Create a subscription.
• Create a subscription transaction.
• Invoice the subscription transaction.
• Accrue the subscription transaction.
• Credit the subscription transaction and view how subscription parameters affect the way that accrued revenue is reversed and posted in the ledger.

After completing this module, students will be able to:
• Create a subscription
• Create a subscription fee transaction
• Accrue revenue from a subscription fee transaction

For more information or to give feedback, send e-mail to info@OneApex.com or call 949-597-2100