Microsoft Dynamics 365 Business Central is an all-in-one business management solution that’s easy to use and adapt, helping you connect your business and make smarter decisions.  Microsoft Dynamics 365 Business Central is a great fit for small to mid-sized organization. What makes this robust business management solution so desirable is the advanced enterprise technology management of financials, supply chain, sales, purchasing and warehouse functionality along with deployment options.

Microsoft Business Central is available with two different versions: Essentials and Premium. The Essentials Version is a very feature-rich ERP solution with over 100 distinct business capabilities.  However, for companies that either require Manufacturing or Service Management requirements, these are available through the “Premium” Version which has everything in the “Essentials” version as well.

Managing and tracking service is not always easy, and Business Central provides a set of tools to help. These tools are designed to support repair shop and field service operations, and can be used in business scenarios such as complex customer service distribution systems, industrial service environments with bills of materials, and high volume dispatching of service technicians with requirements for spare parts management:

The Service Management Functionality in Business Central allows your company to:

  • Schedule service calls and set up service orders.
  • Track repair parts and supplies.
  • Assign service personnel based on skill and availability.
  • Provide service estimates and service invoices.
  • Facilitate Inventory management.
  • Enable Mobile service management.
  • Equipment maintenance.
  • Track project costs.
  • Control Service contract management.
  • Warranty management.

A more detailed functionality description of Service Management in Microsoft Business Central is listed below:

Service Order Management: 

Register your after-sales issues including service requests, services due, service orders, and repair requests. Service requests can be initiated by the customer or created automatically according to the terms in your service agreement. Data can be entered in the service orders by a call center employee or by your repair shop. You can also use this module to register impromptu or one-off service orders. Register and manage equipment loaned to customers. Get a complete history of your service orders and service order quotes through the Service Order Log.

Service Price Management:

Set up, maintain, and monitor your service prices. Set up price groups based on different criteria—such as the service item (or several item groups), the service task involved, or the type of fault—for a limited period of time, or for a specific customer or currency. Define price calculation structures that include all parameters involved in providing service—for example, the parts used, the different work types, and the service charges. The system automatically assigns the correct price structure to the service orders that match the service price group criteria. You can also assign fixed prices, minimum prices, or maximum prices to service price groups and view statistics about the profitability of each service price group.

Service Item Management:

Record and keep track of all your service items, including contract information, component management, and BOM reference and warranty information. Use the Trendscape Analysis feature to view key performance indicators on the service item in a given time frame.

Service Contract Management:

Set up an agreement with the customer concerning the service level to be delivered. With this module, you can: > Maintain information on contract history, contract renewal, and contract templates. > Manage warranty details on service items and spare parts. > Record details on service levels, response times, and discount levels, as well as on the service history of each contract, including used service items and parts and labor hours. > Measure contract profitability. > Generate contract quotes. It is recommended that you also use the Service Order Management and Service Item Management modules.

Planning and Dispatching:

Assign personnel to work orders and log details such as work order handling and work order status. For dispatching, manage service personnel and field technician information, and filter according to availability, skills, and stock items. Gain an overview of service task prioritization, service loads, and task escalations.

Mobile Field Service Management:

At iCepts Technology Group, we have enhanced the Service Management functionality further which you can access on the Mobile App out in the field for a better Mobile Field Service Management experience in Microsoft Dynamics 365 Business Central to include:

  • Assignments
  • Mapping
  • Signature Capture for Approval
  • Discount Policy Management
  • Creating Route Maps

Business Central provides features to help you deliver service according to the contracts that you have created and the service orders that you have committed to fulfilling. Your service technicians or dispatcher will find outstanding service orders easy to locate when they use the Dispatch Board. At a glance, the Dispatch Board shows which orders are in progress and which orders are complete.  All field service work and information is tied back in “real time” to Business Central.

Explore all the capabilities in Microsoft Dynamics 365 Business Central

Learn about Mobile Field Service Management in Business Central 

Posted by iCepts Technology Group, Inc. a Microsoft Dynamics 365 Business Central Partner in Pennsylvania

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