Field Service Management in Microsoft Dynamics GP
9.0
Course 8539: Two days;
Instructor-Led
Course Fee:
$998.00
Course Time: 2 days, 9:30 am - 4:30 pm, or 4 evenings, 6pm - 9pm
Introduction
The two day Microsoft Dynamics 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 Certification 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.
|
