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Chapter 1: Overview
This chapter provides a general overview of the features and benefits of using the Returns 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
• Returns Management Features and Benefits
• Returns Management Terms and Definitions
• RMA Overview and Flow
• RTV Overview and Flow
• Integration
• Returns Management Roadmap
After completing this chapter, students should be able to:
• Identify the features and benefits available when using Returns management
• Discuss integration that takes place between Returns management and other modules within the application
• Identify the navigation used to access the windows for transactions, reports, utilities, routines, and inquiries in Returns management
Chapter 2: Setup Procedures
This chapter focuses on the setup procedures for the Returns Management module. We will examine the pre-requisite setup and overlapping windows to make Returns operate smoothly. Returns Management setup reports are also discussed briefly.
Main Topics
• Returns Management Setup Checklist
• Company, Financial, Inventory and Sales Setup Procedures
• Posting Setup
• Site maintenance
• Item maintenance
• Price Level Maintenance
• Equipment Status maintenance
• Customer Extensions setup
• Item extensions setup
• RMA Status maintenance
• RMA Reason Code maintenance
• RMA Type maintenance
• RTV Status Maintenance
• RTV Type maintenance
• Vendor Extensions maintenance
• Reimbursement maintenance
• Returns Setup
Labs
• Set up precursor data for Returns
• Create Customer and Item extensions
• Create RMA Types
• Update RMA Types for Ready Close status
• Create RTV Types
After completing this chapter, students should be able to:
• Customize settings for the Returns Management module
• Set up extended data for customers and vendors
• Create RMA and RTV types
• Specify the basic life cycle for an RMA and an RTV
Chapter 3: Equipment Maintenance
This chapter helps the student to understand the equipment master and it's relationship to inventory and customers and how it is used in the Returns module.
Main Topics
• Inventory vs. Equipment
• Equipment maintenance
• Equipment ECO
• System Configuration maintenance
• Equipment maintenance - supersession
• Equipment meter readings
• Equipment PM Schedule maintenance
• Equipment Entry - PMs
• Equipment Inquiry
• Desktop Inquiry
Labs
• Create Equipment Maintenance records manually
• Create Equipment records from SOP
• Create Equipment records from PO Receiving
• 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: RMA Daily Procedures
This chapter describes how to enter and maintain RMAs (Return material authorization) from customers and illustrates the process from the transaction entry to RTV closing.
Main Topics
• RMA Process Flow by RMA Type chart
• RMA Entry/Update
• RMA Line Item information
• RMA Line Serial Numbers
• RMA Customer Path information
• RMA Receiving
• RMA Line Process Return
• RMA Closing
• Internal RMA Entry
• Create SOP Auto Return
Labs
• Create an RMA manually
• Create an RMA from a SOP invoice
• RMA Receiving
• RMA Process Line
• Short Answer - RMA
After completing this chapter, students should be able to:
• Enter and process RMA transactions
• Process RMA lines
Chapter 5: RTV Daily Procedures
This chapter describes how to enter and maintain RTVs (Return to Vendor) for vendors and illustrates the process from the transaction entry to RTV closing.
Main Topics
• RTV Process Flow by RTV Type Chart
• RTV Entry/Update
• RTV Shipping Details
• RTV Line Detail View
• RTV Line Vouchers
• RTV Shipping
• RTV Receiving
• RTV Closing
Labs
• Create an RTV manually
• RTV Shipping
• RTV Receiving
After completing this chapter, students should be able to:
• Enter and process RTV transactions
Chapter 6: Inventory Transfers
This chapter examines the underlying inventory transfers that are used with RMAs and RTVs.
Main Topics
• Inventory Transfers
• Inventory print - picking and packing
• Inventory Receipts
Labs
• Inventory Transfers
• Inventory Receipts
After completing this chapter, students should be able to:
• Create an inventory transfer manually
• Process the inventory shipping separately
Chapter 7: Returns Maintenance
This chapter shows how to copy, delete, void and purge RMAs and RTVs and learn the various inquiry and reports available.
Main Topics
• Copying RMAs
• Deleting RMAs
• Voiding RMAs
• Deleting RTVs
• Voiding RTVs
• Reconcile
• Purge
• Inquiries
• Reports
After completing this chapter, students should be able to:
• Copy, Delete or Void Returns documents
• Reconcile Inventory
• Purge historical returns
• Search using the inquiries and reports
Appendix A: SmartList
This appendix discusses the use of SmartList to access returns 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
• Returns 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: Terms and Acronymns used in the Field Service Industry
This appendix presents questions on various topics in Field Service. It is a good review tool to test what you have learned.
Main Topics
• Test Your Knowledge Questions
• Quiz
After completing this appendix, students should be able to:
• Gauge how much they have learned about Field Service
• Identify areas that need to be reviewed
Appendix C: Case Study
This case study is a comprehensive lab that can be used to reinforce the learning that has occurred throughout the Returns Management class.
After completing this chapter, students should be able to:
• Understand the necessary processes to set up and manage Returns Management
• Have more confidence in their ability to use Returns 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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