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 report