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80414A: Service Management in Microsoft Dynamics AX 2012

Module 1: Introduction

This introduction shows how the Service management module is designed for companies to manage their service operations as a business in Microsoft Dynamics AX 2012.

  • Introduction
  • Overview of the Course Chapters

After completing this module, students will be able to:
  • 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
The Service agreements form is the central element in a service agreement. A service agreement also relates to other elements of the Service management module.

  • 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 AgreementLab : Copy lines into a Service Agreement

After completing this module, students will be able to:
  • 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
This module explains how the service orders are created by using a specific process. In addition by using Microsoft Dynamics AX 2012, users can perform repair work on a service object.

  • 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 OrderLab : Create Service Orders Automatically

After completing this module, students will be able to:
  • 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
This module explains the concept of service level agreement and how to create a new service order attached to a service level agreement with defined intervals to perform a task. It explains the how service orders are processed.

  • 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

After completing this module, students will be able to:
  • 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
This module shows how Service Dispatcher is a part of the service management module in Microsoft Dynamics AX 2012 and it provide a dynamic management of service orders and service agreements both for customers and service companies. The procedure to create service dispatcher is described along with an overview of the service operation.

  • Introduction
  • Service Dispatcher Overview
  • Generating Activity
  • Setting Up Service Dispatcher
  • Dispatch Board

Lab : Generate Activities

After completing this module, students will be able to:
  • 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
This module describes how the Repair functionality in Microsoft Dynamics AX 2012 is used to perform repairs and the procedure to use this functionality. Repair functionality in Service management is also used to record the different stages in the repair cycle. In addition; a service company can use the Repair functionality to register resource consumption for the repair task, and generate Repair reports.

  • 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

After completing this module, students will be able to:
  • 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
This module explains how beneficial this feature is for the service company. Service management Bills of Materials helps to track service objects at the customer’s site, generate a service object change and even obtain a replacement history.
In addition, the service company can create and edit template BOMs and register updates in the BOM composition and resources by using the BOM Designer.

  • 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

After completing this module, students will be able to:
  • 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
This module shows you how the service subscription is integrated with the Project management and accounting module in Microsoft Dynamics AX 2012. All processes related to creating and processing service subscription are explained. In addition, users can set up service subscriptions, create and processes subscription fee transactions, and credit the subscription transactions.

  • 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 TransactionLab : Reverse Subscription Accruals

After completing this module, students will be able to:
  • 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
This module shows you how the Service management module is improved with features that provide customers and service companies more dynamic management of service orders and service agreements. The service management area is used by the technician and the self service portal is used by the customers to manage and oversee service orders.

  • Introduction
  • Service Management Area for Technician in the Enterprise Portal
  • Customer Self-Service Portal
  • Web Service Orders

Lab : Create a Service Order

After completing this module, students will be able to:
  • 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.

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