80414 : Service Management in Microsoft Dynamics AX 2012
About this Course
This two-day instructor-led course provides students with an overview of Service management features and functionality in Microsoft Dynamics AX 2012.This course covers the major functions and describes how service management is integrated with the Project management and accounting module. The participants for this course should have basic knowledge of the earlier versions of Microsoft Dynamics AX.
Prerequisites
Before attending this course, students must have working experience of Project Essentials in Microsoft Dynamics AX 2012 and knowledge of Project Advanced in Microsoft Dynamics AX 2012 courses.
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Audience Profile
This course is intended for partners, customers, and Microsoft team members with moderate to extensive knowledge of Project management and accounting functionality in Service management.
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At Course Completion
After completing this course, students will be able to:
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Course Outline
Module 1: Introduction
Lessons
- Introduction
- Overview of the Course Chapters
- Describe the functionality of service management and its potential for optimizing a business.
- Gain an overview about the service management course.
Module 2: Service Agreements
Lessons
- Introduction
- Building Up of the Service Agreements Form
- The Service Agreement Header
- Creating the Service Agreement Header
- Creating Service Objects and Service Task Relations
- Service Agreement Lines
- Copying Lines into Service Agreement
- Creating a Service Agreement from a Sales Order
Lab : Create a Service Agreement
Lab : Copy lines into a Service Agreement
- Build a Service agreements form.
- Set up the elements required to create a service agreement header.
- Create a service agreement header and lines
- Create a service agreement and service object relation/service task relation.
- Copy service agreement lines into a service agreement.
- Create the service template groups
- Create a service template and copy template lines into a service agreement.
- Create service agreements from a sales order.
- Determine how and when service is provided to the customer.
- Link the service order to a project so that the transactions can be registered as revenue and cost for service that is performed.
Module 3: Service Orders
Lessons
- Introduction
- Building a Service Orders Form
- Defining the Settings for Service Order Creation
- Service Management Parameters
- Service Stages
- Creating Service Orders Manually
- Creating Service Orders Automatically
- Creating a Service Order from a Sales Order
- Items Requirements, and Canceling and Deleting Service Orders
- Posting Service Orders
- Invoicing Service Orders
Lab : Create and Process a Manually Created Service Order
Lab : Create Service Orders Automatically
- Build a Service orders form.
- Define the different elements that support the creation and processing of service orders.
- Set up the service parameters as per the business needs.
- Set up the service stages and reason codes.
- Set up the service order activity.
- Create sales and marketing activities when you create service orders.
- Create a service order manually and automatically.
- Create a service order from a sales order.
- Process, post, and create the service order invoice.
- Optimize the flow of information and create transactions for service orders.
Module 4: Service Level Agreements
Lessons
- Introduction
- Service Level Agreement Overview
- Setting Up Service Level Agreement
- Time Recording
- Service Level Agreement and Service Order
Lab : Set Up a Service Level Agreement
- Set up the service level agreements.
- Set up the time recording on service level agreements and service orders.
- View the information about both service level agreement and service order.
- Sort and filter the service agreements in the service agreements group.
Module 5: Service Dispatcher
Lessons
- Introduction
- Service Dispatcher Overview
- Generating Activity
- Setting Up Service Dispatcher
- Dispatch Board
Lab : Generate Activities
- Set up the different components of service dispatcher including default preferred technician, activity types, dispatch teams, and resources.
- Use the Dispatch board.
- Perform typical activity actions.
- Change values on the Dispatch board and manage undisputed activities.
- Use the Dispatch board functionality and to optimize service order management.
Module 6: Repair in Microsoft Dynamics AX 2012
Lessons
- Introduction
- Setting Up Symptom Areas, Symptom Codes and Conditions
- Setting Up Diagnosis Areas, Diagnosis Codes, and Resolutions.
- Setting Up Repair Stages
- Repair Lines
- Creating Service Order Transactions for Repairs
Lab : Create a Repair Line and Register Service Order Transactions
- Set up the component elements of repair functionality with regard to customer and technician diagnosis and resolution.
- Set up the symptom areas, symptom codes and conditions
- Set up the diagnosis areas, diagnosis codes, and resolutions.
- Set up the repair stages.
- Create and process the repair line.
- Register the resource consumption for the repairs.
Module 7: Service Management Bill of Materials
Lessons
- Introduction
- Creating a Template BOM
- Creating a Service BOM
- Updating a Service BOM
- Creating a Service Order Lines from a BOM
Lab : Create Service BOM Version
- Create and modify a template BOM and attach it to a service object relation.
- Create a service BOM.
- Create service order lines from a BOM.
- Use the service BOM to register changes to the service object because of service actions.
Module 8: Service Subscription
Lessons
- Introduction
- The Elements of the Service Subscription System
- Creating a Subscription
- Creating a Subscription Fee Transactions
- Creating Subscription Type Transactions
- Subscription Indexing
- Adjusting subscription transactions
- Invoicing Subscription Fee Transactions
- Creating Credit Notes for Subscription Transactions
- Accruing Revenue on Subscription Fee Transactions
Lab : Create a Subscription, a Subscription Transaction, and Accrue the Transaction
Lab : Reverse Subscription Accruals
- Create and set up the elements of the service subscription functionality.
- Create a subscription and service subscription transactions.
- Create a service subscription fee transaction.
- Create an invoice and credit the transactions.
- Accrue revenue from a subscription fee transaction.
Module 9: Using the Enterprise Portal for Service Management
Lessons
- Introduction
- Service Management Area for Technician in the Enterprise Portal
- Customer Self-Service Portal
- Web Service Orders
Lab : Create a Service Order
- Create service orders by using the Enterprise Portal.
- Edit the service orders in the Enterprise Portal.
- View and create repair lines in the Enterprise Portal.
- Manage web service orders.