Service Management in Microsoft Dynamics AX 4.0 | Microsoft Training, MS Dynamics NAV, CRM, GP, AX, Business Central

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

Audience Profile

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.

Course Outline

Module 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 chapter, 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.

Module 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 : 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 : Copy Lines into a Service Agreement

Create a new service agreement.
Copy lines from a service template into a service agreement.

After completing this chapter, 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.

Module 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 : 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 : 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 chapter, 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.

Module 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 : Create a Repair Line and Register Service Order Transactions

Create a repair line
Register resource consumption for the repair work

After completing this chapter, 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

Module 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 : 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 chapter, students will be able to:

Create and modify a template BOM
Create a service BOM
Update a service BOM with changes

Module 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 : 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 : 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 chapter, students will be able to:

Create a subscription
Create a subscription fee transaction
Accrue revenue from a subscription fee transaction

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