Before you can start using Service Management features in Dynamics NAV, there are a few things to set up. For example, you can establish coding for standard services, symptoms, and fault codes, and the service items and service item types that your company's customer service needs require.
When you set up Service Management, you must decide what services to offer customers and the schedule for those services. A service is a type of work performed by one or more resources and provided to a customer. For example, a service could be a type of computer repair. A service item is the equipment or item needing servicing, for example, the computer needing repair, installed at a specific customer. You can set up services as part of a group of related repair or maintenance items.
When you define a service, you can associate it with the skills required to perform the service. To help your service representatives be efficient, you can also set up real time troubleshooting guidelines and assign typical startup costs, such as travel costs or other fees.
The following table describes a sequence of tasks, with links to the topics that describe them.
| To | See |
|---|---|
| Set up codes that automatically assign lines on service documents for services you deliver often. | How to: Set Up Codes for Standard Services |
| Establish general settings that control aspects of Service Management Processes. | How to: Configure Service Processes |
| Define how your organization works with fault reporting. | How to: Set Up Fault Reporting |
| Set up the service offerings that your company delivers to customers. | How to: Set Up Service Offerings |
| Provide troubleshooting guidelines that help service reps deliver faster service. | How to: Set Up Troubleshooting |
| Set up resource allocation to make it easy to assign the right resource to a service task. | How to: Set Up Resource Allocation |
| Define pricing for services, and set up additional service costs to assess on service orders. | How to: Set Up Pricing and Additional Costs for Services |
| Set things up so you can track resource hours and service order status in order to forecast workloads and service needs. | How to: Set Up Work Hours and Service Hours |
| Set up repair status options so that you can monitor progress on repairs. | How to: Set Up Statuses for Service Orders and Repairs |
| Set up a loaner program, so you can lend a substitute while you work on a service item. | How to: Set Up a Loaner Program |
| Set up service items and service item components. | How to: Set Up Service Items |
| Lay the groundwork for creating service contracts and contract quotes. | How to: Set Up Service Contracts |
Service Management
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