Course 8539: Two days; Instructor-Led

Introduction

The two day Microsoft DynamicsT 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.

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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.

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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

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Prerequisites

Before attending this course, students must have:

•	General knowledge of Microsoft® Windows®
•	Basic knowledge of Inventory and Sales Order Processing

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Microsoft Certification exams

This course will help the student prepare for the following Microsoft Certified Professional exam:

•	Exam Microsoft Dynamics GP FSS - Service Call Management:

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Course Materials

The student materials include a comprehensive workbook and other necessary items for this class.

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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.

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