Dynamics Service Management

Dynamics Service Management supports your service organization featuring complaints and warranty, repairs and periodic maintenance. At the same time, you have direct access to all the data you need regarding service objects, resources, contract and logistics.

Providing service is always related to the installed base of the customer, also known as service objects. These service objects can vary from a single object to a complicated installation consisting of many objects and components in a flexible multi-level ‘as maintained’ structure. Dynamics Service Management offers you several ways to register these objects related to the service you want to provide including a graphical object builder for the complex structures.

In today’s service focused world, requirements regarding service level’s and term & conditions need to be more and more flexible, and customer focused. Dynamics Service Management offers you the tools to support these increasing demands with the service contract functionality. Whether you require contract templates to simplify and standardize your service contracts or fully flexible contracts that you can build from scratch, it is all possible.

The process starts with registering the customer’s request using the service call functionality. The service calls allow you not only to log the service request from the customer but also provide direct feedback to the customer about their warranty and applicable contract.

The service call is the first step in the day-to-day process. Once the service call is created the next step in the process starts with the creation of a service task. For this process, you can use ‘event codes’ to identify pre-defined work packages, which can forecast default hours, (spare-) parts, checklists and revenue codes (for service items) to it.