Service management module in Business Central

The service management module is available under the Premium user license. It is a module that allows you to respond to requests more efficiently and manage them better. Examples of functionalities include tracking the ticket status, assigning tickets to appropriate teams and managing service contracts. Below, we present a few selected key functionalities from this area in more detail.

Service request management

It is possible to register service requests and monitor performed tasks. Notifications can be entered by customers (thanks to appropriate integration with the service system) or entered by the user who operates the system.

In the maintenance contract management module, you can enter a contract with the buyer and define the parameters of the service. This is recorded in accordance with the applicable contractual or warranty terms. The system records various types of variables, such as the set response time (SLA), discount level or matching the appropriate spare parts.

Accepted service requests are assigned to the appropriate employees or departments. The system helps in allocating tasks taking into account regional zones, team competences and the priority. The supported request includes the cost of the service (so-called labor) and the cost of purchasing spare parts. The service module allows you to manage the prices of services in a variety of ways and constantly monitor them, taking into account various parameters that may affect the pricing.

In addition to the fact that the system helps to handle requests in accordance with the service contract, it helps generate new contracts based on specific conditions. The generated service contract is of course integrated with the financial module and may include discounts, customer data, purchase history, etc.

It is worth noting that the service module connects with other Business Central modules in many aspects. For example, it makes it easier to track parts and consumables that are needed to perform a service task, which is an example of integration with the warehouse. In addition, it facilitates invoicing, discount management and receivables management, which is an example of integration with the financial module. Thus, service support can be fully combined with other business areas.

Service module functionalities:

  • Service request management.
  • Service resource management.
  • Scheduling tasks.
  • Allocation of service tasks to appropriate employees or teams.
  • Price management for maintenance services.
  • Managing service contracts and warranty contracts.

You can read more about the service module at https://docs.microsoft.com/en-us/dynamics365/business-central/service-service